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Overall rating

This product has been awarded an overall rating of 4.5 / 5 from 1041 customer reviews

Rating breakdown

1041 reviews

  • 5 stars awarded by 408 reviewers
  • 4 stars awarded by 107 reviewers
  • 3 stars awarded by 22 reviewers
  • 2 stars awarded by 6 reviewers
  • 1 stars awarded by 19 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 4.5/5 based on 1041 customer reviews

Alan gave this product an overall rating of 5 / 5

Excellent all round service.

Excellent service from everyone. Very helpful at all stages of my claim on House Insurance. Claim caused by a burglary. Claim for electronic equipment settled within days. Jewellery items took a little longer due to assessment of value, but no quibble on item valuation. One small criticism. Most of jewellery claim paid on a card to be redeemed at Jewellers. A very restricted choice of retailers offered (3), and a somewhat short period of time to replace the items lost (90 days) . No argument over card. Could have done with a wider choice of shops and a longer timescale to redeem the value. Not easy to find similar items to those lost in such a short time with a restricted choice. However, I repeat: Aviva offered every help and advice throughout the claim and provided an excellent service. I have no hesitation in recommending their House Insurance policy.

I would recommend Aviva to a friend

By:
Gender:
Male
Age:
65 or over

Alan

Kernewek gave this product an overall rating of 3 / 5

Less expensive than some but not a great deal

We had a policy with another insurer but, as usual, the renewal premium for loyal customers was increased hugely so we looked around for a better deal. Aviva was marginally better than most although they still charged more, despite us having less cover. We'd made no claims but you have to have house insurance so what can you do? We'll be looking around next year again and trying to find a better deal but Aviva will have to do for now.

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

Kernewek

Disappointedlady gave this product an overall rating of 2 / 5

Very poor Customer Service!

I bought a home insurance. I placed a claim. This is my first claim in my entire life. I’m very shocked at Aviva’s Claims Department.. very poor service!! They DON’T UPDATE YOU OR RING YOU BACK to process your claims. I waited over two months to get a claim. They need a crime number they said that’s why my claim is still pending but no one asked or ring me about it. I gave the crime number. After two weeks, NOCALL from Aviva, so I rang again and discovered that no one passed the crime number to the person dealing with my case, so claim is still pending. After a week, didn’t hear again from them so I rang. Same scenario they need another information from me but no one called me. It’s so frustrating!! Why does the claims department not going their job! CUSTOMER SERVICE IS SO BAD!! They keep passing the blame. I got the claim in the end but I’m a very very disappointed AND UNHAPPY customer.

By:
Gender:
Female
Age:
35 to 44

I'm pleased your claim has been settled now, but not so pleased about how you had to get there and I apologise for that. I'll liaise with the claims team now to raise this point to help prevent any issues in future. Thanks

Rich, Aviva Social Media Team

Disappointedlady

MacPOMS gave this product an overall rating of 5 / 5

Efficient and easy claims process

Having house and car insurance I recently had to make a claim on the house cover. It was instigated easily by one phone call and a repair company assigned. They were also very responsive and efficient and did a superb job of the repair and remedial work. Very impressed by both Aviva and thier contractor.

I would recommend Aviva to a friend

By:
Gender:
Male
Age:
45 to 54

MacPOMS

Dave gave this product an overall rating of 5 / 5

Very friendly and helpful service when claiming

I have always been sceptical about insurers, assuming they will try to find ways to avoid paying out when you need to claim but Aviva were very straightforward, paid very quickly and did not quibble when i had to claim when my home was broken into. The customer service people were very friendly, helpful and supportive - a really pleasant surprise! So i would happily recommend Aviva as a home insurer - I initially went with them as their quote was much cheaper than competitors and their price for next year is not much higher, despite having made a claim.

I would recommend Aviva to a friend

By:
Gender:
Male
Age:
35 to 44

Dave

Dave gave this product an overall rating of 5 / 5

Well Done Aviva

The claims team were friendly and genuinely there to help. The assessor they sent was very professional and understanding and the repairs were carried out to a high standard. We were kept fully up to date with events and the claim status throughout. What was an upsetting incident was sympathetically dealt with and took away the drama from the event.

I would recommend Aviva to a friend

By:

Dave

Appledore gave this product an overall rating of 5 / 5

Helpful staff and prompt response

After receiving a competitive quote for full house insurance I made the decision to change to Aviva and included their Home Emergency Cover, which has proved to be brilliant and trouble free. After I had to make a claim on the buildings insurance I was afraid the premium would be greatly increased but i was pleasantly surprised. Overall I have been impressed by the quality of the service and trouble free communications.

I would recommend Aviva to a friend

By:
Gender:
Female
Age:
65 or over

Appledore

Chris gave this product an overall rating of 5 / 5

Generous response during adversity of 4 month long winter.

Home insurance. Small Victorian 2 bedroom terrace in Brixham. The ground floor kitchen and first floor bathroom are an original extension to the house pitched roof core. Builders decided on a flat roof to cover them and usual systems: gas boiler, gas oven and electric appliances. Flat roof failed during a gale and let rain drips in above the boiler and ceiling light 30th December 2017. So urgent temporary tarp and timbers on roof New Year's Eve! Aviva very quick to inspect and confirm covered in policy. Winter became 4 months December 2017 - March 2018 and roof renewal impractical. In case tarp flew away in 10 following gales I turned Mains power off FOR those 10 gale nights and up to -3 degree C nights. Aviva's contractors replaced roof excellently on April 6th - really about the first safe day to do so. No one's perfect and scaffolding branch took 5 weeks to retrieve scaffolding. But overall very satisfactory. Chris.

I would recommend Aviva to a friend

By:
Gender:
Male
Age:
65 or over

Chris

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