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Overall rating

This product has been awarded an overall rating of 4.6 / 5 from 3154 customer reviews

Rating breakdown

3154 reviews

  • 5 stars awarded by 2234 reviewers
  • 4 stars awarded by 737 reviewers
  • 3 stars awarded by 77 reviewers
  • 2 stars awarded by 31 reviewers
  • 1 stars awarded by 75 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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F41NXS gave this product an overall rating of 3 / 5

Buyer review

Does not honour previous held NCB if more than 5 years

I took out this buildings & contents Insurance and had to go to unbelievable trouble to ensure my previous 13 years no claims bonus built up was kept, as this company only see's 5 years as maximum. I.E, if I went to AVIVA with 13 years NCB and had no claims with them the following year, they would then show that I had 5 years full NCB instead of the built up 14 years. There system is very poor and both their call centre and online staff are not trained up on how you would retain your NCB if it exceeds 5 years. Be very careful if you consider taking out home insurance with this company, especially if you have a high no claims bonus, as they will not honour it unless you fight to keep it.

By:
Gender:
Male
Age:
45 to 54
Policy features and benefits
3 / 5
Value for money
3 / 5
Customer experience
1 / 5
Ease of purchase
1 / 5

disgruntled gave this product an overall rating of 1 / 5

Claim review

Poor customer service

Although our insurance claim was eventually resolved satisfactorily this experience was very poor. The first contact was fine and my wife was very happy with the person she spoke to. However when she had to phone back after two days as he had not been in contact, having said he would be in touch later that day, he as good as accused her of fraud. She would have no more to do with him so I spoke to him when he phoned back and he was equally disagreeable with me. I used Aviva's complaints procedure to try to resolve this but the investigator (who worked in the same building) was i felt useless only wanting to back up his staff member. I was only trying to point out that accusing people of fraud is totally unnecessary and all they had to say was that an inspection visit would be needed. When the inspector called he took around 4 seconds to validate the claim. I dealt with two other staff members after this who were both very pleasant and helpful. A great pity the first person was not.

By:
Gender:
Male
Age:
55 to 64
Ease of claims process
1 / 5
Speed of resolution
1 / 5
Customer experience
1 / 5
Fairness
1 / 5

Terlisa gave this product an overall rating of 5 / 5

Buyer review

great deal

Really good price and comprehensive cover .Options to increase items and value covered.

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

Stewpot gave this product an overall rating of 5 / 5

Buyer review

Customer confidence

Having purchased Home and Contents Insurance it was very easy to get excellent advice and information on the phone and then to get a comprehensive quote. This was valid for an extremely reasonable time and although not the cheapest available covered more relevant items than other quotes. When ready to go ahead with the purchase it was again so easy to complete the transaction. Was very happy with this purchase.

I would recommend Aviva to a friend

By:
Gender:
Male
Age:
65 or over
Policy features and benefits
4 / 5
Value for money
5 / 5
Customer experience
5 / 5
Ease of purchase
5 / 5

revup gave this product an overall rating of 5 / 5

Buyer review

All First Class

The product exactly met all my need and at an excellent price. The help given to me by the person I contacted was efficient, and answered in plain english my queries. A delightful experience in purchasing buildings cover.

I would recommend Aviva to a friend

By:
Gender:
Male
Age:
65 or over
Policy features and benefits
4 / 5
Value for money
5 / 5
Customer experience
5 / 5
Ease of purchase
5 / 5

haven gave this product an overall rating of 4 / 5

Buyer review

Nice surprise re price

We own an old building and have been charged alot for our home insurance, but Aiva gave me such a good quote with very good cover, that I couldn't refuse it. Many thanks.

I would recommend Aviva to a friend

By:
Gender:
Male
Age:
65 or over
Policy features and benefits
4 / 5
Value for money
5 / 5
Customer experience
5 / 5
Ease of purchase
5 / 5

Twin gave this product an overall rating of 5 / 5

Claim review

What an experience, why Aviva?

We had a terrible experience finding that our home had been burgled, our heads were in a spin, however, when we contacted Aviva regarding our burglary the staff were very very comforting reassuring and professional, they made us feel so much better, they were on our side and they would sort everything out for us. They were certainly true to their word, everything was sorted with no hassle from start to finish. I have already shared my experience with my friends and family regarding the expert experience and service with Aviva, I would honestly say I would never go with another insurance company because I believe I could not have received a better service. Thanks so much Aviva

I would recommend Aviva to a friend

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

Jabb gave this product an overall rating of 5 / 5

Buyer review

Great customer service

Great value products with easy access to them through the online portal where they are all laid out for you. If you need to talk to someone it has been quick and staff are helpful. Any query has been dealt with quick and efficiently.

I would recommend Aviva to a friend

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

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