Car customer reviews

Overall rating

This product has been awarded an overall rating of 4.6 / 5 from 2742 customer reviews

Rating breakdown

2742 reviews

  • 5 stars awarded by 1216 reviewers
  • 4 stars awarded by 272 reviewers
  • 3 stars awarded by 67 reviewers
  • 2 stars awarded by 37 reviewers
  • 1 stars awarded by 74 reviewers

These reviews have been provided by customers who’ve made a claim or bought a motor insurance policy from us. Excludes Aviva Online and Aviva Premium car insurance products.

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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Rated 4.6/5 based on 2742 customer reviews

Podstar gave this product an overall rating of 4 / 5

Excellent phone customer service

I purchased my car insurance with Aviva and I'm very happy. Took a while to find a contract number to speak to someone before having the Aviva app on my phone. The customer service over the phone was amazing. So friendly and helpful. Keep it just the way it is and yourll have many happy customers

I would recommend Aviva to a friend

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

Podstar

Stuart gave this product an overall rating of 3 / 5

Misleading on the amount of Excess on Motor Insurance

Overall the experience was good and very easy. The disappointment and the reason for the average score was due to the excess on the Motor Insurance Policy. You are able to tick the box for 150 pounds excess and you buy the policy, only to find out when you receive the certificate the excess is 400 pounds. The reason given by Aviva is the car itself attracts a 400 pound excess. If that is the case, then change the way the website works, so it flags it up, or doesn't allow you to think you have 150 pound excess until it is too late. The vehicle information has been entered, so I cannot see any excuse for Aviva.

By:
Gender:
Male
Age:
65 or over
Policy features and benefits
1 / 5
Value for money
4 / 5
Customer experience
4 / 5
Ease of purchase
5 / 5

Thanks for taking the time to provide us with your review. I am sorry to see that you are unhappy with the policy excess. When obtaining a quote on the final page where you customise the cover you are able to select a voluntary excess. Directly underneath this you are provided with any compulsory excess' such as windscreen replacement, young driver and any vehicle excess that are in addition to the voluntary excess you had selected. I can see that you have already raised your concerns with email support team who have been in touch. Please do not hesitate to reply to their email should you have any more questions.

Mike, Aviva Online Team

Stuart

Hale gave this product an overall rating of 4 / 5

Great service no problem and easy to do

Fully comprehensive car insurance. All done online but was easy enough to have a live chat with customer service.

I would recommend Aviva to a friend

By:
Gender:
Female
Age:
35 to 44
Policy features and benefits
4 / 5
Value for money
4 / 5
Customer experience
4 / 5
Ease of purchase
4 / 5

Hale

MOHAN gave this product an overall rating of 5 / 5

AMAZING INSURER - AMAZING EXPERIENCE

I never thought I would call an insurer amazing but Aviva have been incredible with their service and prices. They really do go the extra mile and its well worth it !!!

I would recommend Aviva to a friend

By:
Gender:
Male
Age:
35 to 44

MOHAN

Bazzman gave this product an overall rating of 5 / 5

Good communication

Amended my multi-car policy to add temporary cover for 3 days. Arranged by e.Mail and confirmed by telephone. Very quick and freindly response . Only a small charge for extra cover.

I would recommend Aviva to a friend

By:
Gender:
Male
Age:
65 or over

Bazzman

SueF gave this product an overall rating of 5 / 5

Great Service

Gentlemen who dealt with my quote was excellent. Real credit to Aviva.

I would recommend Aviva to a friend

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

SueF

Anon gave this product an overall rating of 4 / 5

Easy process

Car insurance. The process was easy to get through, reasonable cost .

I would recommend Aviva to a friend

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

Anon

Anton gave this product an overall rating of 1 / 5

No Claims Bonus fail

Everything was fine with applying etc. but then when I could not prove I've not had a single claim since I passed my test over 25 years ago, I've been limited to 6 years NCB (the most my previous insurer would recognose as a new customer). A previous policy from a different insurer recognising 9+ years was dismissed out of hand. Why don't Aviva believe me when I say I have over 15 years? If I am lying then simply decline to pay out! The requirement to prove no claims was not mentioned when I applied.

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

Hi Anton, With ourselves once you have 5 years no claims discount this is awards you with the maximum discount available off a policy. So should you be able to provide proof of 6, 9 or 25 years no claims the amount of discount applied to the policy is the same. There are conditions to the no claims discount that we can or can't accept. When completing a quote online there's an information box next to the no claims discount questions which provides details about when & what proof of no claims discount would be required upon taking a policy with us & you can find further information here - https://www.aviva.co.uk/faq/motor/ I can see that we have written to you on 15/06/2021 regarding your policy & proof required. If you have any further queries or concerns then please contact us directly so that we can assist you further. Many Thanks

Jen, Social Media Response Team

Anton

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