Overall rating
This product has been awarded an overall rating of from 1159 customer reviews
Rating breakdown
1159 reviews
- 5 stars awarded by 523 reviewers
- 4 stars awarded by 130 reviewers
- 3 stars awarded by 26 reviewers
- 2 stars awarded by 10 reviewers
- 1 stars awarded by 23 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.
james1969 gave this product an overall rating of
Exceptional Customer Focused Service
28/07/2020
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:
- james1969
- 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
Buying was easy but the follow-up poor
27/07/2020
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:
- TedA
- 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
Jimbren gave this product an overall rating of
House insurance
27/07/2020
My home insurance expired whilst abroad return delayed due to Covid19. You sent several letters to my home address saying you could not renew due to my credit card also expiring. When I found out ( still in Australia) one phone call sorted the problem and I was again insured. I would suggest e mails are also sent along with the warning letters . This could then be avioded.
I would recommend Aviva to a friend
- By:
- Jimbren
- Gender:
- Male
- Age:
- 65 or over
- Policy features and benefits
- 4 / 5
- Value for money
- 4 / 5
- Customer experience
- 4 / 5
- Ease of purchase
- 5 / 5
Hi Jimbren, thank you for renewing with us and we certainly appreciate your thoughts on this - it's a situation that can occur even in more normal times and I will record it as feedback on our system. Again thank you for the renewal and your positive review - we will take your comments on board.
Yannis, Aviva Web Team
Jimbren
Malcie gave this product an overall rating of
Very, very helpful staff.
26/07/2020
I am 82 years old, and wanted to renew my home and contents insurance with my provider of the last 12-15 years. Regrettably, they would only accept my renewal by getting me to provide a mass of personal info, which I was not prepared to do. SO, I contacted Aviva (who provide my car insurance, and the guy I spoke to in Scotland was really, really helpful in taking me through the required info, providing an immediate quote, and setting up everything. GREAT service!!
I would recommend Aviva to a friend
- By:
- Malcie
- 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
Malcie
A customer gave this product an overall rating of
very good customer service
25/07/2020
The staff that attended to me were kind and also quite knowledgeable when handling my questions. Thank you.
I would recommend Aviva to a friend
- Gender:
- Male
- Age:
- 65 or over
- Policy features and benefits
- 4 / 5
- Value for money
- 4 / 5
- Customer experience
- 4 / 5
- Ease of purchase
- 4 / 5
Anonymous gave this product an overall rating of
Do you actually read?
24/07/2020
stop sending me surveys unsubscribe button does not even work
- By:
- Anonymous
- Gender:
- Female
- Age:
- 17 to 24
- Policy features and benefits
- 1 / 5
- Value for money
- 2 / 5
- Customer experience
- 1 / 5
- Ease of purchase
- 2 / 5
Anonymous
Bonny gave this product an overall rating of
Easy system
24/07/2020
Home insurance straight forward to use the system no issues.
I would recommend Aviva to a friend
- By:
- Bonny
- Gender:
- Female
- Age:
- 65 or over
- Policy features and benefits
- 5 / 5
- Value for money
- 5 / 5
- Customer experience
- 5 / 5
- Ease of purchase
- 5 / 5
Bonny
BigRoy gave this product an overall rating of
Very knowledgeable customer service representative.
22/07/2020
House insurance for a second house not always occupied.
I would recommend Aviva to a friend
- By:
- BigRoy
- Gender:
- Male
- Age:
- 65 or over
- Policy features and benefits
- 5 / 5
- Value for money
- 4 / 5
- Customer experience
- 5 / 5
- Ease of purchase
- 5 / 5
BigRoy