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Overall rating

This product has been awarded an overall rating of 4.6 / 5 from 1624 customer reviews

Rating breakdown

1624 reviews

  • 5 stars awarded by 1106 reviewers
  • 4 stars awarded by 424 reviewers
  • 3 stars awarded by 46 reviewers
  • 2 stars awarded by 15 reviewers
  • 1 stars awarded by 33 reviewers

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

About ratings & 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 home 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 home insurance.

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wyndhamman gave this product an overall rating of 5 / 5

Claim review

been with AVIVA many years, first ever major claim,first rate service from start to finish,great to have base in uk

building has been replaced, first rate job carried out, my thanks to everyone .

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

DoubleM gave this product an overall rating of 5 / 5

Claim review

Good customer service

Overall very good and efficient service. Claim was handled without any hassle.

I would recommend Aviva to a friend

By:
Gender:
Male
Age:
55 to 64
Ease of claims process
4 / 5
Speed of resolution
4 / 5
Customer experience
4 / 5
Fairness
4 / 5

tinkerbell gave this product an overall rating of 5 / 5

Buyer review

VERY HELPFUL STAFF

I received excellent service and the whole process of changing policies was made very easy

I would recommend Aviva to a friend

By:
Gender:
Female
Age:
45 to 54
Policy features and benefits
5 / 5
Value for money
5 / 5
Customer experience
5 / 5
Ease of purchase
5 / 5

silver1970 gave this product an overall rating of 4 / 5

Claim review

very good

the customer service was excellant the claim was settled quickly. i would certainly recommend aviva insurance.such a nice change to speak to such a pleasent person and in my native tongue. thank-you.

I would recommend Aviva to a friend

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

HappyCustomer gave this product an overall rating of 5 / 5

Claim review

Burgled

Never having made a claim before this is a genuine success story in how to deliver great customer service. Being burgled the Sunday before Christmas I wasn’t sure what to expect, but I needn’t have worried, the claims advisor was very patient and sympathetic, capturing the account of the incident over the phone at no time did I feel rushed or not valued as an individual. Having captured the details, the advisor then went on to explain what would happen next and what I should expect. Before ending the call there is nothing more reassuring that having a name to refer back to should I have any queries. Following the call I created a stolen spreadsheet with all items taken and submitted this for review, this formed the basis from which the claim was settled. . Throughout the claim, everybody I spoke to was extremely professional and timely with updates. In what was very unfortunate circumstances Aviva were fantastic to deal with I recommend them to anybody based on my claims experience

I would recommend Aviva to a friend

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

simba gave this product an overall rating of 1 / 5

Claim review

poor

Made my first ever claim for a carpet that was damage from a radiator leak after having and paying for house hold insurance for 4 years in October.I was very disappointed with the customer service I received as it took over 5 months to get the matter resolved and I was only paid out half the amount I had already paid out

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

Thanks for your review and please accept my apologies for the delays caused with settlement. I'll contact you by email to discuss the matter and clarify what happened. Many thanks

Marv, Aviva Online Team

Jkan gave this product an overall rating of 2 / 5

Claim review

Dealing with asprea was pathetic!

Dealing with asprea was a complete challenge and I wouldn't like to go through it again

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

Hi I'm really sorry to see this. I'll email you to discuss what happened during your claim. When we have have more details, we can liaise with our Claims team and look at resolving things or putting actions in place to prevent the challenges from happening again. Regards

Marv, Aviva Online Team

foxy gave this product an overall rating of 4 / 5

Claim review

my claim

On the whole it was a reasonable experience. I understand that at the time of my claim Aviva were no doubt inundated with claims due to the poor weather. Priority had to be given to those with serious damage to their homes. I was therefore left to obtain my own quotes (not easy due to the amount of work on offer) and sort everything myself. Photos that I was asked to submit were lost and eventually a surveyor attended. He then authorised the work to go ahead and said the cheque would be sent in 5 days. The work was completed by the builder who then required paying and still no cheque. Upon querying with the company they advised that a cheque had no yet been issued. However they did transfer th money directly to my account. I still however had to draw the money from my savings in order to pay the builder upon completion. Luckily I had sufficient funds but that is not always the case. On the whole though not a terible experience.

I would recommend Aviva to a friend

By:
Gender:
Female
Age:
55 to 64
Ease of claims process
3 / 5
Speed of resolution
2 / 5
Customer experience
2 / 5
Fairness
4 / 5

Thanks for giving us your review. Please accept my apologies for the delayed payment and any inconvenience it caused. I'm glad that in the end things were resolved to your satisfaction. I will pass your comments to our Home Claims team to look into further and provide any feedback where needed. Thanks again

Marv, Aviva Online Team

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