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Overall rating

This product has been awarded an overall rating of 4.5 / 5 from 1074 customer reviews

Rating breakdown

1074 reviews

  • 5 stars awarded by 434 reviewers
  • 4 stars awarded by 113 reviewers
  • 3 stars awarded by 23 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. Excludes Aviva Online and Aviva Premium Home Insurance.

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 1074 customer reviews

Ali1608 gave this product an overall rating of 4 / 5

Replacement worktop

We had to get our damaged worktops replaced. The guys who came out were great however the office side was not so good. We were given a date and after 2hrs with no sign of anyone, i called them only to be told Howdens was shut as it was a bank holiday so no one would be coming, there was no call to advise me of this so my day off was wasted. And when they did come, the breakfast bar was wrong size and there was a worktop short as it hadn't been measured right. The joiners were great tho and sourced what I needed to get the job done that day. After a bad start, very happy with end product

I would recommend Aviva to a friend

By:
Gender:
Female
Age:
35 to 44
Ease of claims process
5 / 5
Speed of resolution
2 / 5
Customer experience
4 / 5
Fairness
5 / 5

Thanks for your review and I'm sorry for any inconvenience caused. I'm sorry that you needed to claim, but pleased you've got everything sorted now. I'll feedback to the claims team about your review to help prevent similar failings in the future. Thanks,

Rich, Aviva Social Media Team

Ali1608

Plybbe gave this product an overall rating of 2 / 5

Aviva service

Aviva accepted my claim but paid only a fifth of the actual cost of repairs.

By:
Gender:
Male
Age:
65 or over

Hi There Plybbe I have sent across the details of the review to the claims team to investigate this matter further and they will be in touch with you within 2 working days.

Will, Aviva Online Team

Plybbe

Harrie gave this product an overall rating of 5 / 5

Easy claim procedure

After a silly accident I found the claim process simple and helpful. The claims department telephoned a few days after the initial claim and the money was in my bank within the week

I would recommend Aviva to a friend

By:
Gender:
Male
Age:
65 or over

Harrie

Paula gave this product an overall rating of 4 / 5

Trace & leak

I have a home policy & paid extra for emergency pipe cover which was with Homeserve. (I was not sure how this worked) I had what I thought may be a leak, but had to have contractors to knock out the wall & Homeserve on hand to repair leak before the contractors then but back to normal. Sadly Homeserve let me down & it was very difficult to get hold of my Aviva rep due to his mobile not working. But no one had told me that. So on the day the contractors, who were brilliant, came to knock a hole in my wall, Homeserve called an hour into the job to tell me there man was off sick & would not be coming. I was not happy as I had a gaping hole in my wall. I tried to contact my Aviva rep to no avail. I had to sit in a helpline queue. As it turned out the contractor I had was also a plumber. So Aviva gave authority for the contractors to do the whole job. I gave feedback that this would be much better that one body did the whole job as it proved Homeserve are unreliable again! (Twice for me)

I would recommend Aviva to a friend

By:
Gender:
Female
Age:
45 to 54

Paula

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

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