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Overall rating

This product has been awarded an overall rating of 4.6 / 5 from 2407 customer reviews

Rating breakdown

2407 reviews

  • 5 stars awarded by 1764 reviewers
  • 4 stars awarded by 489 reviewers
  • 3 stars awarded by 63 reviewers
  • 2 stars awarded by 25 reviewers
  • 1 stars awarded by 66 reviewers

These reviews have been provided by customers who've made a claim or bought a home 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 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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Wirralbiggles gave this product an overall rating of 5 / 5

Claim review

Took most of the stress out of the situation

I had a leak from a cold water pipe in my loft which caused the ceiling in my spare bedroom to give way cascading several gallons of water. I managed to stop the flow and clean up but Aviva appointed Forshaws of Liverpool to take over the restoration. My ceiling was found to contain asbestos in the artex which meant a specialist company attending to remove the ceiling under sealed conditions. Forshaws oversaw the job and then dried out the room, replaced the ceiling and decorated. I was lucky that I managed to save my carpet and fittings. The best thing is that Forshaws have all the trades to complete the work, imagine trying to get different trades yourself in this day and age, not easy. In the past you had to get three estimates from each trade and then the insurance company would give you the go ahead. This system is simpler and less stressful. You have had enough stress with the incident without having to do everything yourself afterwards. Well done Aviva.

I would recommend Aviva to a friend

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

Wirralbiggles

AnRe gave this product an overall rating of 5 / 5

Claim review

Exceptionally pain-free after a horrible experience

My rental flat was broken into (so was just a contents claim, not building) and very sentimental jewellery and watches were taken. From claim date to money in my account it was not much more than a week. I found everyone I dealt with very sympathetic and helpful and not at all like they were trying to find ways to avoid paying out which is what I hear about so many insurers. It made a really stressful and heartbreaking time so much easier to deal with. Genuinely couldn't complain at all about my claim experience. I only had to deal with Hallmark who Aviva use to value jewellery claims and I found them to be very fair, replacing the value with both vouchers and cash.

I would recommend Aviva to a friend

By:
Gender:
Female
Age:
25 to 34
Ease of claims process
5 / 5
Speed of resolution
5 / 5
Customer experience
5 / 5
Fairness
5 / 5

AnRe

manu gave this product an overall rating of 1 / 5

Claim review

very poor customer service

Never go with them they are rubbish came after 1 month after complaining and phoning every day and never gave me right amount they are rubbish

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

Thank you for taking the time to provide us with your feedback, it helps us identify and improve our services. I’m really sorry to see that you feel this way, this wasn’t our intention. This is not the usual level of service that we aim to provide. Our claims team are currently investigating this and will contact you to discuss your concerns.

Jack, Aviva Online Team

manu

Simtay gave this product an overall rating of 5 / 5

Buyer review

Value for money

Very good value for money and helpful customers services

I would recommend Aviva to a friend

By:
Gender:
Female
Age:
17 to 24
Policy features and benefits
5 / 5
Value for money
5 / 5
Customer experience
5 / 5
Ease of purchase
5 / 5

Simtay

Ronnie gave this product an overall rating of 5 / 5

Claim review

Home

Claim was dealt with immediately. Nothing was too much trouble. Felt like we were really looked after. Payments made straight away with no hassle at all.

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

Ronnie

Shorty gave this product an overall rating of 5 / 5

Claim review

Great service

I had not made claim before and was very impressed with how my claim was handled. Surveyors came out, specialist to remove ceiling and professional decorators to complete the work. I was contacted regularly and never had any problems.

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

Shorty

Lee40 gave this product an overall rating of 5 / 5

Claim review

Table exploding

Can't recommend aviva enough . When it ca me to our 1st claim ever they were amazing. Our glass table exploded from heat off radiator damaging the floor, walls and obviously table. Within a few weeks everything was replaced for new and inc wallpaper being done by them.

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

Lee40

Huntsman gave this product an overall rating of 4 / 5

Claim review

Suspicious

We had two good MTBs stolen from our secure detached garage. Clearly Aviva thought we were up to something. We were subjected to aggressive questioning over the phone as to why we had not claimed for the damage to the garage, which I was able to fix easily myself and then a loss adjuster was appointed to drive many miles to see the premises (and presumably to assess whether or not we looked like trustworthy claimants?) He laughed when he realised what had happened. In my opinion Aviva had looked at the house on the internet and seen that it had no garage! In fact they were looking at the wrong house; same name, same postcode, but no garage! After all this it then took an age to negotiate the award; usual difficulties re receipts for the bikes (mine was a few years old and I had not kept the invoice but was able to provide chapter and verse as well as photos - and my word!) Finally they insisted I buy the replacement bikes through their tame supplier or accept a much lower sum. Poor.

I would recommend Aviva to a friend

By:
Gender:
Male
Age:
65 or over
Ease of claims process
4 / 5
Speed of resolution
1 / 5
Customer experience
3 / 5
Fairness
2 / 5

I'm sorry to see your review and that you feel you were unfairly treated. We take claims very seriously and need to investigate if something appears amiss. That being said that shouldn't affect the customer service provided and I have passed your comments to our claims team to investigate and provide appropriate feedback ~ Dave

Dave, Aviva Online Team

Huntsman

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