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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

trafford gave this product an overall rating of 4 / 5

Easy to apply & really good price

I chose Aviva having seen the TV ads which said there was no need to answer difficult questions like "what kind of locks do you have" The application was simple to understand and easy to complete, and the price was much more competitive than my renewal with another company.

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
4 / 5
Ease of purchase
5 / 5

trafford

Hesperus gave this product an overall rating of 1 / 5

A massive premium increase to a loyal customer that could not be explained.

I was presented with a renewal proposal for building and contents insurance with a massive premium increase; twenty times the rate of CPI. Sales staff could not explain or justify it, nor could the complaints people. There had been no claims for over five years. A dreadful example of attempted inertia selling; not what I expected from a company of which I had been a customer since 1979. What to do? I go to Aviva Direct and procure broadly the same cover at a quarter of the cost I was originally quoted. What a way to run a business!

By:
Gender:
Male
Age:
65 or over
Policy features and benefits
2 / 5
Value for money
3 / 5
Customer experience
1 / 5
Ease of purchase
1 / 5

Hi, I can only see the policy you have set up with us directly. If your renewal was through a broker or third party, we don't have any control on their cover or premiums. I'm glad we were able to provide you a competitive quote this year for you. If you have any further questions at all, feel free to give us a call or visit our social media pages.

Jenny, Social Media Response Team

Hesperus

Henrylcdo gave this product an overall rating of 5 / 5

Customer satisfation

The main reasons for using Aviva for our home insurance are price and service. We have our car insurance with them and had the misfortune to argue with an unavoidable lump of wood laying on a main road. The resulting damage was repaired so efficiently, politely and quickly the service was perfect. This was our first claim in 12 years and if something unforeseen happens to our house I now have complete confidence in their service.

I would recommend Aviva to a friend

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

Henrylcdo

Londoner gave this product an overall rating of 5 / 5

Easy process and big saving

The website process was very straightforward and sensibly defaulted many common items and did not ask onerous questions like the type of lock which no one knows except locksmiths. Was also considerably lower priced than my prior provider who had been taking unfair advantage of Autorenew with big annual increments

I would recommend Aviva to a friend

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

Londoner

RGME gave this product an overall rating of 3 / 5

Disappointment from a long time customer

House & contents renewal insurance increase was high. No claims had been made. Phoned , minimal help in reduction. Went to Aviva website and did another quote. The new Quote with virtually the same cover was a fifty percent saving. Amazing. But why? Car insurance, Aviva Plus. They stated a Price guarantee which said your next year would be the same premium or even better. But that was not the case, they have put an increased amount on each month. No claims had been made. So why? Is Aviva trying to get rid of this long time customer.?

By:
Gender:
Male
Age:
65 or over

RGME

Grumpy60 gave this product an overall rating of 5 / 5

Good competitive products

I have always had car insurance and contents insurance with Aviva. Good competitive premiums and easy to access website.

I would recommend Aviva to a friend

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

Grumpy60

james1969 gave this product an overall rating of 5 / 5

Exceptional Customer Focused Service

I bought home contents insurance. Originally I tried to fulfil online, however as my property is a new build, the address wasn't featuring on the system and therefore was prompted to call. The Aviva call handler was exceptional - knowledgeable, friendly and without question, totally customer focused. Having accepted the price quoted, the Aviva customer services lady recalled I'd originally tried to buy online and therefore applied the further discount - going over and above what my expectations were.

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
4 / 5

james1969

TedA gave this product an overall rating of 3 / 5

Buying was easy but the follow-up poor

Bought Building Insurance for my mother's house - good quote and on-line purchase went smoothly. However when I tried to view the documents on-line the problems started because we already had an account and mum's documents weren't on it. Establishing a new account was impossible without help. The chat-line agent identified that Aviva's records had the insured and mailing addresses the wrong way round (but assured me mum's home WAS insured). Still can't get on-line and haven't received any documents as requested. Thank goodness we have the first email acknowledgment of the insurance purchase, otherwise we'd be more worried.

I would recommend Aviva to a friend

By:
Gender:
Male
Age:
65 or over
Policy features and benefits
4 / 5
Value for money
5 / 5
Customer experience
3 / 5
Ease of purchase
4 / 5

I'm sorry to learn of the experience you've had with the online MyAviva service. I've emailed you separately so that we can look into this for you & resolve as soon as possible.

Tasha, Aviva Online Team

TedA

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