Car customer reviews

Overall rating

This product has been awarded an overall rating of 4.5 / 5 from 9404 customer reviews

Rating breakdown

9404 reviews

  • 5 stars awarded by 6699 reviewers
  • 4 stars awarded by 1794 reviewers
  • 3 stars awarded by 286 reviewers
  • 2 stars awarded by 169 reviewers
  • 1 stars awarded by 456 reviewers

These reviews have been provided by customers who’ve made a claim or bought a motor 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 motor 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 motor insurance.

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rich gave this product an overall rating of 5 / 5

Buyer review

car and life insurance

Was very pleased with my quote. Very easy to set up a .name I trust.

I would recommend Aviva to a friend

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

rich

Bobby gave this product an overall rating of 3 / 5

Claim review

Mixed

Trying to get through to report the claim was horrendous it took over 1.5 hours the first time my call was cut off after 45 mins waiting. When I did get through the computers were down. However the company who Aviva used to fix my car were exceptional with fantastic customer service. They made a hideous situation bearable and could not do enough to help even though I was awfully stressed.

I would recommend Aviva to a friend

By:
Gender:
Female
Age:
35 to 44
Ease of claims process
3 / 5
Speed of resolution
4 / 5
Customer experience
3 / 5
Fairness
5 / 5

I'm sorry to learn about the wait to get through to us, its certainly not the normal level of service we would expect. I'm glad everything is sorted now. If there is anything else we can help with please get in touch

Katie , Aviva Online Team

Bobby

steffp123 gave this product an overall rating of 5 / 5

Buyer review

lowest price

I knew my insurance would be high as I havent driven for a little while. Aviva was lower than all others anual payment even though I was paying with installments. I can completely personalise it. I also have the ability to add to later in the term of my insurance . Great all round. :)

I would recommend Aviva to a friend

By:
Gender:
Female
Age:
35 to 44
Policy features and benefits
5 / 5
Value for money
5 / 5
Customer experience
5 / 5
Ease of purchase
5 / 5

steffp123

Sitor245 gave this product an overall rating of 3 / 5

Claim review

Repairing car - Excellent. Contact claims dept. on phone - Horrendous.

Contacted Claims dept. on phone to make claim - kept hanging on line 45 mins before agent available. Once through to them plain sailing and car repaired within 3 weeks. I had to pay excess and as it was no fault claim thought that strange but repairer advised I would get that back once legal bits and pieces sorted. After a 2 week lapse contacted Customer Service by email to find out what was happening. Their reply stated that they had no access to claims and gave the Claims Dept. number. Rang them 57 mins later spoke to agent, she advised the other drivers insurance company had been sent the bills but so far had not admitted liability - accepted this was beyond Aviva control. Overall car repair excellent. Service from repairer outstanding kept me advised of progress throughout. Aviva claim process plain sailing once contact established. But and this is a big BUT. Their claims dept kept me hanging on the end of the phone in total 1hour 40 mins.

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

I'm sorry to hear about the wait times to get through to the claims team. I'm glad this is all sorted now for you. Please get back in touch if you need anything else

Katie , Aviva Online Team

Sitor245

nothappy gave this product an overall rating of 1 / 5

Claim review

Unhappy experience

Following a smash, my car was written off by Aviva. Customer service advisor assigned to my case was kind and supportive, but the Aviva 'system' was terrible. No one write to me to confirm their decisions, no one wrote to me to explain what to expect. As courtesy car was only for 10 days and I need a car for work, I had to buy a replacement car within 10 days. (If my car was to be repaired I'd have had a courtesy car as long asnecessary.) I had to continually chase Aviva for a offer, and I had to buy my replacement car before I got their 'offer'. In the end the offer was derisory - it was based on the price of a similar car (model, age, mileage) in Scotland, but I live in London where similar cars were over £800 more. Despite this Aviva refused to compromise.

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

Thanks for your feedback, I have passed this to your claims handler and asked them to investigate.

Katie , Aviva Online Team

nothappy

Froggy gave this product an overall rating of 5 / 5

Buyer review

Great customer service

The staff are very helpfull and freindly and would recomend them to a freind

I would recommend Aviva to a friend

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

Froggy

HappyCat gave this product an overall rating of 5 / 5

Buyer review

Great customer service

Arranged my car insurance on the website, then spoke to an advisor to confirm all details. The lady on the phone couldn't have been more helpful or friendly. A+

I would recommend Aviva to a friend

By:
Gender:
Female
Age:
45 to 54
Policy features and benefits
4 / 5
Value for money
4 / 5
Customer experience
5 / 5
Ease of purchase
5 / 5

HappyCat

Mudpie gave this product an overall rating of 1 / 5

Claim review

Unsatisfactory

My car was hit by a car while parked. I put in a claim and despite emails ( three I think) and long stints hanging on the phone with no answer, I am still no further forward in getting the damage fixed. It's not significant damage. The car is driveable but it's just a hassle I could do without. Six weeks since original contact and still waiting.....

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

Thanks for leaving us your review and please accept my apologies for the lack of update. Your claim handler has been contacted and a call to you has been requested to get things back on track. I trust things will be resolved for you soon and thanks for your continued patience.

Marv, Aviva Online Team

Mudpie

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