Saving you stress when you need us most

See how we helped our customer through a claim so that it didn’t spoil their special day

Lorna and John were looking forward to their forthcoming wedding day.

They asked their friend Karen to capture the day for them with their own Canon camera.

They gave the camera to Karen the week before, so she could get familiar with it. Then just days before the wedding, disaster struck, poor Karen was burgled and their prized camera was stolen. They contacted the police, then, devastated and stressed with the whole situation, they called us and spoke to Paul, their Aviva personal claim manager. Paul put their minds at ease and went all out to ensure they had a replacement camera in time for the big day. All went to plan, Lorna and John were thrilled that they were able to capture their wedding day memories. Here’s what they had to say:

You made an extremely stressful situation a lot easier to deal with by your positive attitude to our situation and your excellent handling of our claim. We have certainly been highly impressed and have passed on our story to family and friends, and have no hesitation in recommending Aviva. Many thanks for your efforts

John and Lorna Davies

It’s rewarding to get such great recognition from customers. What really mattered to our customer was a speedy cash settlement as their wedding was only a couple of days away and they needed to replace the camera urgently. I was able to validate the claim and arrange for the money to be in their account the same day. It’s great that they are now recommending Aviva to their family and friends.

Paul Black, Aviva personal claim manager

Find out how we look after our customers during their claim

We know that the circumstances leading up to making a claim on your home insurance can be quite traumatic so we aim to make claiming with us as easy and stress free as possible.

Named personal claim manager

Who will manage your claim and keep you updated from beginning to end.

Should the worst happen and you need to make a claim you can call us 24/7 365 days a year.

You’ll be allocated a personal claim manager who will provide you their full name, direct telephone number and contact email address. Your personal claim manager will be on hand when you need them, dealing with your claim from beginning to end. They’ll be able to source replacement items, and arrange for a surveyor to visit your home and help with all aspects of your claim.

A tradesperson to secure your home in two hours

Within two hours of your call we’ll send you an approved tradesperson to secure your home and make it safe after a break-in.

We know a break-in can be a very traumatic experience and can leave you feeling unsafe in your own home.

That’s why if your home is left unsecured or unsafe as a result of a break-in, your personal claim manager will get one of our approved tradespeople out to your home to make it safe and secure within 2hrs of your call, no matter the time of day or night.

This includes damage to glass, window frames, external doors, patio and french doors, internal glazed doors, porches etc. There may not be a permanent fix carried out at this time, this may come later eg boarding up a window to be re-glazed at a later date.

Approved local tradespeople

We can appoint an approved specialist tradesperson who is local to you.

When you make a claim where repair work is needed to your home, we know it can be difficult finding contractors you can trust.

That’s why we can appoint one of our approved local tradespeople to carry out the necessary work. What’s more we will deal with them directly, saving you the hassle of ringing round for quotes and having to pay up front. Our approved tradespeople are managed by our property management group, Asprea, who have a local repairer network covering most UK postcodes. Our supplier performance team keep the tradespeople under constant review for quality of work and strict health and safety requirements.

To see what our customers have to say, watch our customer testimonial videos

Gary from Doncaster. Watch video

Gary from Doncaster

our home insurance customer who suffered a break-in.

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Joan from London. Watch video

Joan from London

our home insurance customer who suffered a break-in

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Robert from York. Watch video

Robert from York

our home insurance customer who suffered water damage

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Keith from Reading. Watch video

Keith from Reading

our home insurance customer who suffered water damage

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