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Overall rating

This product has been awarded an overall rating of 4.6 / 5 from 2812 customer reviews

Rating breakdown

2812 reviews

  • 5 stars awarded by 1981 reviewers
  • 4 stars awarded by 673 reviewers
  • 3 stars awarded by 65 reviewers
  • 2 stars awarded by 29 reviewers
  • 1 stars awarded by 64 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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A customer gave this product an overall rating of 4 / 5

Buyer review

good service

Just taken home insurance, and car. Recovery, no bother good service..

I would recommend Aviva to a friend

Gender:
Male
Age:
65 or over
Policy features and benefits
3 / 5
Value for money
4 / 5
Ease of purchase
4 / 5

luckyTT gave this product an overall rating of 1 / 5

Claim review

Bad customer service

Lack of information and when it was given incorrect. Builders arriving to do work completely different to the information I had, never given work list. Rubbish left down side alley way for 2 weeks, unable to get our wheelie bins out to be collected. Sealing floors before they could be checked to see if they had dried out. Giving wrong mandate for floor supplier and told that in fact they were not on list, even though insurance agents had supplied list. In all a very frustrating time, with staff saying that I was talking to staff the wrong way and that they could see no reason to worry, in truth if they were efficient, did their job properly then no doubt I would not have worried, but they didn't and I spoke to them in a way that reflected their service. They can only blame themselves.

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

Hi there, Please accept my apologies for the experience you have had during your claim. This does not the high level of service we expect our customers to receive and will be looking into your comments with our claims team. The team may wish to get in touch with you directly to discuss this further. Thanks for taking the time to leave a review on our site.

Nicki, Aviva Online Team

tonty1951 gave this product an overall rating of 5 / 5

Claim review

Good Service

Once I placed the claim Aviva did the rest. No running around getting quotes, everything done over the 'phone.

I would recommend Aviva to a friend

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

NorfolkHorn gave this product an overall rating of 5 / 5

Buyer review

Excellent Service from Aviva

The quotation from Aviva was extremely competitive and the service from the UK based call centre was first rate.

I would recommend Aviva to a friend

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

pippintickles gave this product an overall rating of 2 / 5

Claim review

Good and bad experience!

I contacted my insurance company in December 2013 to explain that we had a leak. The telephone service was exemplary, the support from Aviva was excellent,but we ended up with a nightmare situation where the contractor's used to carry out the repairs were inconsistent and work carried out was very poor. Much of the work needed to be redone, some several times and eventually new contractors were brought in. It caused no end of stress and emotional highs and lows and I spent much of the time on the telephone or computer trying to follow things up. Repainting was often completed by myself and the time wasted was phenomenal trying to sort out a straightforward job. It took until December 2014 to complete the work and even then my husband and I have some things to finish off. Aviva itself, was not the problem but nevertheless it was a bad experience.

I would recommend Aviva to a friend

By:
Gender:
Female
Age:
55 to 64
Ease of claims process
3 / 5
Speed of resolution
1 / 5
Customer experience
1 / 5
Fairness
3 / 5

Whilst I'm pleased to see your experience with Aviva was a good one, I'm disheartened to see you didn't have the same experience with our approved repairers. I have passed your comments on to our Claims team and asked them to investigate what's gone wrong and feed this back to ensure this doesn't happen again. The claims team may get in touch with you directly to discuss this further. Thanks for bringing this to our attention and please accept my apologies for any inconvenience caused.

Nicki, Aviva Online Team

cassa62 gave this product an overall rating of 4 / 5

Buyer review

GreaterLondon

Good customer service and helpful. Friendly msnner and msde sure I understood the policy.

I would recommend Aviva to a friend

By:
Gender:
Female
Age:
55 to 64
Policy features and benefits
4 / 5
Value for money
4 / 5
Customer experience
4 / 5
Ease of purchase
4 / 5

Vancar gave this product an overall rating of 4 / 5

Buyer review

Good value for what I got

Having got a cheap and cheerful policy on contents for a let flat, I decided to take advantage of their discount offer for another policy for building cover and it was cheaper than another firm had quoted for the same thing.

I would recommend Aviva to a friend

By:
Gender:
Male
Age:
55 to 64
Policy features and benefits
3 / 5
Value for money
4 / 5
Customer experience
5 / 5
Ease of purchase
4 / 5

Antarian gave this product an overall rating of 4 / 5

Buyer review

Home Insurance customer's view

Shopping around for policies and premiums you get what you pay for. Aviva suits me this year , but always shop around. Found their claims system OK but claim management is outsourced ,can cause a few problems. Will try their car insurance too for a quote.Not the cheapest overall, but better than some.

I would recommend Aviva to a friend

By:
Gender:
Male
Age:
55 to 64
Policy features and benefits
4 / 5
Value for money
4 / 5
Customer experience
4 / 5
Ease of purchase
5 / 5

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