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Overall rating

This product has been awarded an overall rating of 4.6 / 5 from 1949 customer reviews

Rating breakdown

1949 reviews

  • 5 stars awarded by 1453 reviewers
  • 4 stars awarded by 371 reviewers
  • 3 stars awarded by 50 reviewers
  • 2 stars awarded by 18 reviewers
  • 1 stars awarded by 57 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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Rated 4.6/5 based on 1949 customer reviews

hammer gave this product an overall rating of 4 / 5

Claim review

Shed burglery

Had our shed burgled rang aviva gave a list of items taken .was contacted by a company that deals with their claims , they were absolutely rubbish never got back in touch igored emails after 2 weeks or so I email aviva with a complaint about them .they said they would get in touch with them , the next day I got an email from the other company trying to replace a top quality tool kit with a cheap replacement so I replyed to that sayong it was acceptable and still no reply after a couple of days aviva rang me back to see how things were going I told then I'd had no reply again so was told leave it with them within half an hour aviva rang back with a cash settlement and it was in the bank within 48hrs aviva were great the company they use though are terrible .

I would recommend Aviva to a friend

By:
Gender:
Male
Age:
25 to 34
Ease of claims process
5 / 5
Speed of resolution
2 / 5
Customer experience
2 / 5
Fairness
5 / 5

hammer

annebrav gave this product an overall rating of 5 / 5

Claim review

amazing customer service

I unfortunately lost a much loved bracelet which was my grandmothers. Aviva's response was immediate and sent me a cheque (less the policy excess) within 2 weeks of me reporting the loss

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

annebrav

dinojacobson01 gave this product an overall rating of 5 / 5

Claim review

really good service

Hallmark were slow to respond but all good and very fair

I would recommend Aviva to a friend

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

dinojacobson01

chambo gave this product an overall rating of 5 / 5

Claim review

Very polite manner

The claim was handled very professionally despite there being some delay due to the "shared" claim participants.

I would recommend Aviva to a friend

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

chambo

Homeowner1 gave this product an overall rating of 4 / 5

Claim review

Water damage

Having had a flood of water from an upstairs shower our lounge became a complete mess with the artex ceiling coming down in one area and water dripping from many areas. I contacted Aviva who arranged an inspection within 24 hours. The assigned building company were efficient, although there was an initial delay while they tried, unsuccessfully, to find someone who could re-artex the ceiling. Having agreed to have a plain ceiling, the work was carried out quickly,with successive trades people attending to the many tasks that needed to be carried out. After a few weeks we were back with a well decorated lounge and no sign of the original water damage. A good job, handled well.

I would recommend Aviva to a friend

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

Homeowner1

Daxy gave this product an overall rating of 5 / 5

Claim review

Excellent customer service

I was horrified to find a leak in our house under the carpet somewhere between two rooms not long after moving in. I contacted Aviva and was amazed at the speed things were sorted. Once I had explained the problem I was allocated a firm to deal with the problem. They were out almost immediately, located the leak, fixed the problem, provided drying fans, visited weekly until dry, arranged a decorator, carpet fitter, and I was constantly updated throughout. I know this was a third party provided by Aviva, but I was amazed how easy the whole process was. I would expect my premium to go up next year because of my claim but would have no hesitation in staying with Aviva. I feel sure that another insurance company would have made the whole process a nightmare, whereas, although upsetting, was dealt with brilliantly. Even the extra electricity used was taken into account from the fans and deducted from the excess. I would have no hesitation in recommending Aviva to my friends and family.

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

Daxy

Treatedlikeacriminal gave this product an overall rating of 1 / 5

Claim review

Treated like a Criminal

Was not happy with the whole experience. My house was broken in to and I was left feeling under suspicion. Whilst efficient it was a officious process. Not happy with the inference of the staff.

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

I'm sorry to see your post and have asked our claims team to review the process and the calls and contact you directly to ensure this is all resolved. I can only apologise for any further stress this caused you

Dave, Aviva Online Team

Treatedlikeacriminal

Jalaram gave this product an overall rating of 5 / 5

Claim review

Wonderful customer service

Very satisfactory response and service, every thing was sorted out with just one phone call and the claim was sorted out to without any hassle and work was completed with a professional touch. Highly appreciate and would recommend a friend and family to to contact Aviva when next renewal of policy.

I would recommend Aviva to a friend

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

Jalaram

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