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Overall rating

This product has been awarded an overall rating of 4.6 / 5 from 2682 customer reviews

Rating breakdown

2682 reviews

  • 5 stars awarded by 1952 reviewers
  • 4 stars awarded by 554 reviewers
  • 3 stars awarded by 73 reviewers
  • 2 stars awarded by 29 reviewers
  • 1 stars awarded by 74 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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Felix gave this product an overall rating of 5 / 5

Claim review

Top marks

This was my first buildings insurance claim ever, I didn't know what to expect. Claim was for underground water leak. Reporting the claim to Aviva was very easy, things got moving immediately. A plumber visited the next day. I was informed that my claim had been approved within 2 weeks,. For several reasons the source of the leak was difficult to locate. The first contractor didn't seem up the mark, their work was disorganised and they wasted several weeks without finding the leak. I complained to Aviva, new contractor was sent, they did things right. Leak detection and subsequent repairs were done reasonably fast and smoothly. Aviva dealt directly with the contractors for the details of the work and the contractors had to refer to Aviva for approval of the jobs - it was reassuring for me to know at every step that the work to be carried out next was approved. During the entire process I found Aviva customer service staff approachable, supportive and sympathetic. Thanks!

I would recommend Aviva to a friend

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

Felix

jep1 gave this product an overall rating of 5 / 5

Buyer review

customer services

Really good. not pushy just informative and helpful

I would recommend Aviva to a friend

By:
Gender:
Female
Age:
65 or over
Value for money
5 / 5
Customer experience
5 / 5
Ease of purchase
5 / 5

jep1

Tigh gave this product an overall rating of 5 / 5

Buyer review

Time will tell

Insurance I feel is only as good as when a claim is required. I feel arriva will fulfil my hopes if needed.

I would recommend Aviva to a friend

By:
Gender:
Male
Age:
65 or over
Policy features and benefits
5 / 5
Value for money
2 / 5
Customer experience
4 / 5
Ease of purchase
4 / 5

Tigh

kemcar gave this product an overall rating of 3 / 5

Buyer review

Good product....but

Good product, one I wanted, so I paid a little more for this than others. I had a bad experience when I called up though, as I was doing a quote on line but had a question about something, called up, then was told, because the man had now got into my quote, I could no longer do anything on the Internet! So I had to continue on the phone! I then spent money doing so. Documents took well over a week to get to me.....was told Aviva do things in batches, so I'd have to wait for them! Good product, but the after care but, not so great.

I would recommend Aviva to a friend

By:
Gender:
Female
Policy features and benefits
4 / 5
Value for money
2 / 5
Customer experience
1 / 5
Ease of purchase
1 / 5

Thanks for leaving your review. Sorry to hear about your feelings on the after care service. In terms of your quote not being able to be retrieved online, this would only normally be in amendments were made to the quote. I'll check things over for you and get in touch by email to discuss further. I'm glad you're happy with the product. Don't forget that you can access your policy details, documents and existing customer offers online via MyAviva: http://bit.ly/1lcehs5 Many thanks

Marv, Aviva Online Team

kemcar

Happy gave this product an overall rating of 5 / 5

Claim review

Great service

Both Aviva staff and the company who managed all of the work done were helpful and professional. From the first phone call to the final work day everything was considered and dealt with to our full satisfaction.

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

Happy

Scarlett gave this product an overall rating of 5 / 5

Claim review

Theft of jewellery

I was devastated to return from holiday to find my beautiful ring earrings and bracelet stolen . My home wasn't broken into it was one of my sons friends whom he invited in had gone to the toilet and decided to help him or herself. I thought there's mo way the insurance company would pay out as I wasn't actually broken into. Also I've only been with Aviva 6 months. I am amazed at the brilliant service I have received from Aviva. They have settled my claim so quickly and were very fair. I would and have already recommended Aviva to family and friends. Excellent service

I would recommend Aviva to a friend

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

Scarlett

psychosimon gave this product an overall rating of 5 / 5

Buyer review

all good

just what i was looking for. . . bery good value for miney . . .and cheaper car insurence

I would recommend Aviva to a friend

By:
Gender:
Male
Age:
55 to 64
Policy features and benefits
5 / 5
Value for money
2 / 5
Customer experience
4 / 5
Ease of purchase
5 / 5

psychosimon

Madmum gave this product an overall rating of 1 / 5

Claim review

Home Insurance Claim

Claim for damage to kitchen from leaking roof. Telephone call to claim line, on hold for some time, took 5 day for an assessor to come out. First thing he said was 'they won't pay for storm damage'. During the 5 days we had pulled the ceiling down as it was in danger of falling and injuring someone and he said this was the wrong thing to do basically accusing us of lying. he said the cupboards should have been kept and put back up even though they had water damage. He gave the impression we would be lucky to get anything. We then had to wait over a week and make several phone calls to get the pay out which was not fair in our opinion and didn't cover the cost of the roof repair let alone repair the kitchen. We received no written confirmation of the claim or how the amount was calculated. This was our first claim in over 20 year of having home insurance and did not leave me satisfied at all. Happy enough to take the premiums but not help customers put their lives back together.

By:
Gender:
Female
Age:
45 to 54
Ease of claims process
3 / 5
Speed of resolution
1 / 5
Customer experience
1 / 5
Fairness
1 / 5

I'm sorry to see this and have raised this with our home claims team as this is clearly not the level of service we hope to provide. As soon as I get an update from them I'll come back to you

Dave, Aviva Online Team

Madmum

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