Car customer reviews

Overall rating

This product has been awarded an overall rating of 4.5 / 5 from 8094 customer reviews

Rating breakdown

8094 reviews

  • 5 stars awarded by 5792 reviewers
  • 4 stars awarded by 1508 reviewers
  • 3 stars awarded by 250 reviewers
  • 2 stars awarded by 150 reviewers
  • 1 stars awarded by 394 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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Rightoffclaim gave this product an overall rating of 2 / 5

Claim review

Outcome excellent but poor customer service

Having been involved in a serious car accident I would have hoped for better customer services. Following my initial call I was given promises of how things would happen and this was never the case. I had to ring Aviva on numerous occasions to try and chase up the claim, spending over at least 4 hours on hold over the length of the calls. Very rarely did I get through to a local team member who was able to clearly help. More often than not I would get through to an off shore team who repeated the same questions as the operator and gave false promises of emails and call backs... all of which never occurred. It took a month before anyone from the team actually called me. The entire month was me calling them to try and settle the claim. The odd thing was that when I got through to someone who was able to help, the claim went forward to the next step. I am left wondering how long Aviva would have sat on things if I hadn't chased it up. Hopefully the money will come in this week.

I would recommend Aviva to a friend

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

I'm sorry to see there were delays in your claim and you had to chase us to get it progressed. I have passed your feedback directly to our claims team and have asked them to investigate and ensure all appropriate actions are taken to prevent this happening again

Dave, Aviva Online Team

Rightoffclaim

Farid gave this product an overall rating of 5 / 5

Buyer review

Cool

Very happy with Aviva insurance I had a good experience with the insurance company and I would recommend this insurance company to my friends and family.

I would recommend Aviva to a friend

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

Farid

roytheboy gave this product an overall rating of 5 / 5

Claim review

great customer service

my vehicle was a write off, replacement vehicle was supplied .and payment and settlement was all sorted out within two weeks.

I would recommend Aviva to a friend

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

roytheboy

steve gave this product an overall rating of 1 / 5

Claim review

Poor customer service

From start to finish of my claim i had to make to many phone calls between Aviva and the garage who had my car they don't communicate directly to each other. Also had a big problem with Aviva saying that my excess was paid by third party one minute and then i had to pay it next minute even though the third party admitted blame. It took me phoning the third party insurer in the end to sort out the claim so i could have my car back. I have been with Aviva for a few years and never had to claim so thought they were good but after this experience i will not be a returning customer to Aviva.

By:
Gender:
Male
Age:
35 to 44
Ease of claims process
1 / 5
Speed of resolution
1 / 5
Customer experience
1 / 5
Fairness
2 / 5

I'm really sorry to see your review and have asked our claims team to review your claim and pass on all relevant feedback to our team to help improve things. I really hope you will try us again in the future and we'll be better for you

Dave, Aviva Online Team

steve

Worcester gave this product an overall rating of 5 / 5

Claim review

At a time when you need simple straight forward help!

When you have had a car incident all you want is your insurance company to provide quick, hassle free assistance. This is exactly what we received. Excellent!

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

Worcester

sasss gave this product an overall rating of 4 / 5

Buyer review

It's ok

It is ok untill now. We'll see what the future brings .

I would recommend Aviva to a friend

By:
Gender:
Male
Age:
35 to 44
Policy features and benefits
1 / 5
Value for money
1 / 5
Customer experience
3 / 5
Ease of purchase
4 / 5

sasss

Sandybear gave this product an overall rating of 4 / 5

Claim review

Motor claim

AThe first claim handler Jemma was very experienced , later claim handlers did not give me information about contacting dvla , or what to do about log book and salvage company, so this resulted in several phone calls back and forwards to aviva . Just hope legal team are organised and can get my excess reclaimed , haven't had a reply yet !

I would recommend Aviva to a friend

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

I'm very sorry to see you have not yet heard back from the team yet and am following this up with them directly as well as with our claims team. I've asked them to get in touch with you as a priority to get everything back on track.

Dave, Aviva Online Team

Sandybear

BMWowner gave this product an overall rating of 5 / 5

Claim review

Car insuarance claim - A very straightfoward process

Having not had to make a car insurance claim for at least 20 years when our BMW was vandalised - resulting in the need for a new roof, bonnet etc - one thing that seemed utterly straightforward and stress free was the Aviva claim process. Although this all happened around new year, the Aviva representative organised for the approved BMW bodywork specialist to inspect the car at our house and then collect and return the car once the work was done. This all within the space of just over a month (notwithstanding that many of the parts came from Germany). We now have a lovely car back - almost as good as new!

I would recommend Aviva to a friend

By:
Gender:
Male
Age:
55 to 64
Ease of claims process
5 / 5
Speed of resolution
5 / 5
Customer experience
5 / 5
Fairness
5 / 5

BMWowner

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