Car customer reviews

Overall rating

This product has been awarded an overall rating of 4.5 / 5 from 8385 customer reviews

Rating breakdown

8385 reviews

  • 5 stars awarded by 5865 reviewers
  • 4 stars awarded by 1793 reviewers
  • 3 stars awarded by 229 reviewers
  • 2 stars awarded by 137 reviewers
  • 1 stars awarded by 361 reviewers

These reviews have been provided by customers who’ve made a claim or bought a motor insurance policy from us.

About ratings and reviews

We recognise that consumers are increasingly seeking feedback and reassurance from other customers when purchasing products and services online. This is why we invite our motor insurance customers to leave a review after buying a policy and making a claim. In addition to aiming to help you make better decisions about your insurance, we use these reviews to improve our products and services.

Customer reviews consist of an overall rating out of five and provide feedback on the experience of buying a policy and making a claim with us. Customers also have the option to provide a rating out of five on additional aspects of their experience. After buying a policy, customers are able rate us on value for money, ease of purchase, policy features and benefits and customer experience. After making a claim, customers are invited to rate us on ease of claim process, speed of resolution, fairness and customer experience.

We hope these reviews will help in your search for motor insurance.

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Tinasdad gave this product an overall rating of 3 / 5

Claim review

Poor Communication

Two weeks after notifying Aviva of my wife's no-fault accident the garage had heard nothing and when I called to enquire, Aviva told me that I had not notified them of the garage details. I had, initially but if this was the case why did they not call me and ask for the info? I was given a contact email of the person dealing with my claim but when the garage contacted this person they were contacted by another body requesting the same info they had already supplied. All very confusing! I turned down a courtesy car initially but when I contacted Aviva two weeks after reporting the accident I requested one and was then contacted by Enterprise to arrange a car. They said they would call me to confirm but I never heard a word after that. My renewal now shows a clause stating the courtesy car cover has been removed. Why? Well,again no explanation! I am now debating whether to look for cover from another insurer.

By:
Gender:
Male
Age:
65 or over
Ease of claims process
3 / 5
Speed of resolution
3 / 5
Customer experience
2 / 5
Fairness
4 / 5

Thanks for taking the time to provide us feedback regarding your claim and please accept my apologies for the miss communication. I can assure you it's not the usual high level of service we provide. We take your comments on board and will look into what's happened with the aim of preventing similar occurrences in the future. I'll also get in touch with you by email to discuss your renewal. I hope this helps. Many thanks,

Marv, Aviva Online Team

A customer gave this product an overall rating of 3 / 5

Buyer review

Customer service

Customer could have been more friendly On the phone Apart from this the customer experience was pleasant

I would recommend Aviva to a friend

Gender:
Male
Policy features and benefits
2 / 5
Value for money
3 / 5
Customer experience
2 / 5
Ease of purchase
4 / 5

Gecko50 gave this product an overall rating of 4 / 5

Buyer review

Insurance

The insurance policy was financially beneficial with a painless application process

I would recommend Aviva to a friend

By:
Gender:
Male
Age:
55 to 64
Policy features and benefits
4 / 5
Value for money
4 / 5
Customer experience
4 / 5
Ease of purchase
4 / 5

cav123 gave this product an overall rating of 4 / 5

Buyer review

saved money

good service;very helpful.got the same policy for a lot less money.

By:
Gender:
Female
Age:
55 to 64
Policy features and benefits
4 / 5
Value for money
5 / 5
Customer experience
5 / 5
Ease of purchase
5 / 5

Maggie gave this product an overall rating of 5 / 5

Buyer review

Great customer service

Gentleman over the phone was very knowledgeable and helpful. The price is very competitive and policy is good. Would recommend to anyone.

I would recommend Aviva to a friend

By:
Gender:
Female
Age:
35 to 44
Policy features and benefits
5 / 5
Value for money
5 / 5
Customer experience
5 / 5
Ease of purchase
5 / 5

ThePool gave this product an overall rating of 5 / 5

Claim review

car insurance

Ran smoother than expected with staff polite and efficient. In particular one lady was excellent when I rang over a mix up with the courtesy car as she showed empathy&was really friendly. Only slight gripe was the garage they picked was in Chester&I live in Liverpool. Otherwise I found it to be very good&would insure with them again

I would recommend Aviva to a friend

By:
Gender:
Female
Age:
35 to 44
Ease of claims process
5 / 5
Speed of resolution
5 / 5
Customer experience
5 / 5
Fairness
5 / 5

ludlowdweller gave this product an overall rating of 1 / 5

Claim review

Great response poor service

Great initial response from Aviva, couldn't fault them in anyway, however only being allowed to use there recommended repair people was and still is a nightmare!! Fix Auto Hereford had the car for over 2 weeks to replace the tailgate on a Golf, when they returned the vehicle the boot was out of line with the roof, no rubber grommets and they had left sticky tape residue down both of the wings. They came back the next week to take the car and re-align boot spoiler and remove sticky residue and insert new grommets. Car was returned that night only to find that they had not been able to re-align the tailgate stating VW had sent them a faulty boot which needs to be claimed on VW warranty and still had not bothered to remove the tape residue from both wings of the car. This company is awful and Aviva should really think about moving there business from they as soon as possible. Shoddy at their best avoid them at all costs They have now stated the work will be done by VW thank god

I would recommend Aviva to a friend

By:
Gender:
Male
Age:
35 to 44
Ease of claims process
5 / 5
Speed of resolution
1 / 5
Customer experience
1 / 5
Fairness
1 / 5

Hi, Thanks for leaving your review. I'm glad you found the initial response from us to be great. Please accept my apologies though for the repair work, I can appreciate this would have caused frustration and it's certainly not up to the usual high standards both our customers and we expect you to receive. I've passed your feedback to our Claims team to look into. Thanks again for your review and don't hesitate to get back to us if needed. Kind regards,

Marv, Aviva Online Team

Carshaltonhammer gave this product an overall rating of 5 / 5

Claim review

Very Satisfied

From beginning to end, the service I received was curteous, efficent and most importantly very quick.I would highly recommend Aviva to any one.

I would recommend Aviva to a friend

By:
Gender:
Male
Age:
45 to 54
Ease of claims process
5 / 5
Speed of resolution
5 / 5
Customer experience
5 / 5
Fairness
5 / 5

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