Car customer reviews

Overall rating

This product has been awarded an overall rating of 4.5 / 5 from 9442 customer reviews

Rating breakdown

9442 reviews

  • 5 stars awarded by 6726 reviewers
  • 4 stars awarded by 1819 reviewers
  • 3 stars awarded by 285 reviewers
  • 2 stars awarded by 169 reviewers
  • 1 stars awarded by 443 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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Zoew gave this product an overall rating of 5 / 5

Buyer review

Very easy to use

When I was looking to renew my multicar insurance I was advised to try a few websites all of which I found very fustrating difficult to use until I came on to Aviva everything was easy and straight forward and took no time at all to set up I really liked that it can all be done online and the quote I was given was the best I've come across very pleased with the whole process

I would recommend Aviva to a friend

By:
Gender:
Female
Age:
25 to 34
Policy features and benefits
5 / 5
Value for money
4 / 5
Customer experience
5 / 5
Ease of purchase
5 / 5

Zoew

MHYorks gave this product an overall rating of 1 / 5

Claim review

Really Disappointed With Avia

My experience with purchasing insurance from Aviva and managing policies online has been really good. But I have to say I was REALLY disappointed when making a claim - made worse by the fact it was an entirely non-fault claim, ie. a third party let their car roll down a hill and smash into my parked car. So why am I disappointed with the claims process? Firstly it took Aviva ages to answer the phone. Their staff member did not seem to know what they were doing - I wondered for a moment if I had actually called MY insurance company or someone elses. They did not ask for adequate information about the claim (ie. that it someone elses fault not mine) and were completely unsympathetic and unhelpful. Since claiming I have not had a letter, email or any follow up from Aviva. Aviva charge a premium price for their insurance (ie. it is not the cheapest) and I expected a premium service,which it was most certainly not. Most likely I will go elsewhere at renewal.

By:
Gender:
Male
Age:
45 to 54
Ease of claims process
1 / 5
Speed of resolution
4 / 5
Customer experience
1 / 5
Fairness
1 / 5

I'm sorry to see your post and understand why you would feel disappointed. I've asked the claim team to investigate this and provide any feedback needed. They will be in touch with you directly.

Katie, Aviva Online Team

MHYorks

Nahmad gave this product an overall rating of 5 / 5

Buyer review

Aviva is best

Aviva is the best Aviva team look after everyone with them

I would recommend Aviva to a friend

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

Nahmad

Snowfields gave this product an overall rating of 5 / 5

Claim review

Great Service!

Very impressed with the ease of the process and the high quality of customer service. My car was repaired quickly and to a very high standard; I was given a very acceptable courtesy car which was dropped off at my home address and the communication at all times was excellent, either by phone or text.

I would recommend Aviva to a friend

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

Snowfields

mathsguy gave this product an overall rating of 5 / 5

Claim review

Excellent throughout

All done over Internet. Quick and easy. Claim dealt within 2 hours of submitting details and repairs done

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

mathsguy

msmago71 gave this product an overall rating of 1 / 5

Claim review

Claim process was extremely difficult

After several phone calls to try and resolve an insurance claim where I was not at fault, each subsequent person I spoke to was more clueless than the next. I finally got through to someone who took ownership of my problem and spent most of the day working on my behalf to resolve it. Thank goodness for this young man, if he hadn't worked so hard for me, my car would still be sitting unrepaired. This was a very sad experience because up until now, I have had no probems with Aviva customer service but this has left a very sour taste in my mouth. Another party took full responsibility for the car damage but I seemed to be the only one spending hours on the phone trying to resolve the issue.

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

I'm really sorry to hear about the experience you have had with some aspects of your claim. I've asked the claim team to look into this and contact you to discuss this further.

Katie, Aviva Online Team

msmago71

catperson gave this product an overall rating of 5 / 5

Buyer review

great customer service

not sure there is anything else necessary after the previous comment.

I would recommend Aviva to a friend

By:
Gender:
Female
Age:
65 or over
Policy features and benefits
5 / 5
Value for money
5 / 5
Customer experience
5 / 5
Ease of purchase
5 / 5

catperson

Ruthie gave this product an overall rating of 5 / 5

Claim review

Great customer service

Very helpful advisor who dealt with everything very promptly. My only comment would be they did not choose a good garage as their customer service was awful.

I would recommend Aviva to a friend

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

I'm sorry to see your comments about the garage, this is not the service we would expect them to deliver. I have fed this back to the claim team and they will be in touch with you shortly

Katie, Aviva Online Team

Ruthie

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