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Overall rating

This product has been awarded an overall rating of 4.5 / 5 from 1206 customer reviews

Rating breakdown

1206 reviews

  • 5 stars awarded by 566 reviewers
  • 4 stars awarded by 141 reviewers
  • 3 stars awarded by 27 reviewers
  • 2 stars awarded by 10 reviewers
  • 1 stars awarded by 26 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 1206 customer reviews

Tommy gave this product an overall rating of 1 / 5

Not happy

The company that were appointed to carry out the works by the Aviva were not competent and caused more damage as a result. The issue has taken that long to sort that when I was settled to instruct my own contractor they were that busy i can no longer get the works done till after Christmas. For a 4 day job it will now be 5 1/2 months to complete leaving the house in turmoil as a result

By:
Gender:
Male
Age:
45 to 54
Ease of claims process
1 / 5
Speed of resolution
1 / 5
Customer experience
1 / 5
Fairness
1 / 5

Hi there. I'm really sorry to see your post today and this is not the level of service we aim for. If you could please email us at social@aviva.com where we will be able to get look into the claim further for you.

Liv, Aviva Online Team

Tommy

Francis44 gave this product an overall rating of 4 / 5

Convenient and competitive with phone confirmation quite quickly replied with not held listening to prerecorded music !! Perhaps I was lucky ......

Home and Buildings insurance purchased Competitive prices and substantial cover

I would recommend Aviva to a friend

By:
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

Francis44

Sheil gave this product an overall rating of 5 / 5

online application

Easiest online form I have ever had to complete for insurance. Had a problem setting up payment but when I phoned the boy I spoke to couldn't be more helpful.

I would recommend Aviva to a friend

By:
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

Sheil

David gave this product an overall rating of 4 / 5

Good value and telephone service, but took unnecessary challenge to get cover agreed

I wanted to use Aviva as we'd used them for cover some years ago, plus I was eligible for discount as I have a pension with them. I did an online quote but rung them to query about having building works starting a few days after cover started, converting our garage to an annexe. Sadly cover was then declined, but was told Aviva could cover after work was completed. I felt this was very unfair as a loyal customer with a significant pension with them. The customer service assistant then conferred with underwriters and eventually after probably around 10 minutes overall hold time, said they would cover with a clause written in. This shows that it's worth challenging. However it also seems to me that Aviva have unfair automatic decline conditions. Such building works as ours are not substantial. I this made a formal complaint.

I would recommend Aviva to a friend

By:
Gender:
Male
Age:
45 to 54
Policy features and benefits
4 / 5
Value for money
5 / 5
Customer experience
4 / 5
Ease of purchase
3 / 5

David

Kciw gave this product an overall rating of 3 / 5

Four visits

It was well handled but it took 4 visits, one for measuring and three for fitting, due to weather and manufacturing error.

I would recommend Aviva to a friend

By:
Gender:
Male
Age:
65 or over
Ease of claims process
4 / 5
Speed of resolution
2 / 5
Customer experience
2 / 5
Fairness
4 / 5

Thanks for the review. If you need to claim with us again I hope that we're able to provide a speedier service.

Will, Social

Kciw

izi0 gave this product an overall rating of 3 / 5

IT is very poor

this is one of the many times I've contacted for a problem related to you IT system and the answer is always you have not quick solution/you don't how to fix the problem. I guess you should consider rethinking your system from the scratch. Also the app is awful and always tricky to use especially for investment account.

I would recommend Aviva to a friend

By:
Gender:
Male
Age:
35 to 44
Policy features and benefits
4 / 5
Value for money
4 / 5
Customer experience
2 / 5
Ease of purchase
1 / 5

I'm sorry to hear this, we raise these issues with our IT team who will be working on a fix. We're able to issue you email/paper documents in the meantime, as well as make changes to any aspect of your policy if required. Please do let us know if you would like this organised. Kind regards

Will, Aviva Web Team

izi0

Allan gave this product an overall rating of 3 / 5

Need to get online account issues sortrd

I have bought both car and house insurance which I am very happy about both quotes were very reasonable and value for money. No issues with the purchase or the delivery of documents. That's where the goodness stops. There is a known issue in regards to your online account access to documents and I have been waiting almost 2 months to have this resolved. This is not a good experience, it is an online account and should be able to view it as such. The length of time taken so far is unacceptable. 17 per cent of my policy has expired without being able to access them online. Everything else is great apart from the poor IT support.

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
1 / 5
Ease of purchase
5 / 5

I'm sorry to hear this, if this has been raised to the IT team they'll be working on getting this fixed for you. We're able to issue you email/paper documents in the meantime if required. Please do let us know if you would like this organised. Many thanks

Will, Social

Allan

Geok gave this product an overall rating of 5 / 5

Focused offer

Bought comprehensive home insurance which matched requirements. No hassle in getting right terms

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

Geok

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