Independent Auto Insurance Reviews

Aviva Auto Insurance Reviews

(270 reviews)
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Category: Customer Service
(1.4 out of 5 stars)
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Hope you don't have a problem

 
(1.0 out of 5 stars)
by Dan Unhappy Oct 21, 2019
...Cancelled my policy and they're charging me for the time it took them to do it. When I called to see if they would fix this they told me not a chance. That was my problem. Thanks for all your help and support Aviva. I will never use you again or recommend you to anyone...
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Where Did They Go?

 
(2.0 out of 5 stars)
by SWOntarioGuy Oct 21, 2019
...I was involved in a minor fender bender back in March. Everyone was so helpful at first. It was an awesome experience I was really impressed... for a while. Then the Aviva claims guy tells me to go to a "recommended" place to have my car checked out and adjusted. He says there's an adjuster there. So I go, they take pictures of my car, I give them my claim number. Everything seems normal from what I understand. Then a week later, the claims guy emails me and says I need to take my car in for pictures. I let him know that I did, to the place he recommends. He says they don't have the pictures and that I need to go back and do it again. I tell him that, no, I went, they took pictures, (the place is a 40-minute drive out of my way) and to figure out what's going on and get back to me ASAP so I know what steps to take next. I haven't heard from him since. This was in May, it's now almost November. They just seemed to abandon me. I don't know, I'll just go fix it myself...
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Worse service ever

 
(1.0 out of 5 stars)
by JS Oct 08, 2019
...I deleted one of my cars by mistake, the engine was broken got it fixed decided to keep the car. The car was uninsured for 3 weeks, called to get it insured again and here is where the problems started. 1. They couldn't offer me full coverage even tho the vehicle was fully cover less than 3 weeks prior. 2. I had to provide personal information DL for my wife and me even tho I have police with Aviva for over 10 years. 3. Double the premiums even tho the car was insured 3 weeks ago. 4. Customer service does NOT UNDERSTAND ENGLISH! 5. Worse company ever! 6.The agent with the heavy Indian accent. 7. Keep trying to sell me add on after repeatedly and angry telling them that I just want everything the same as my existing policy. 8. I really think these people work on commissions because the lady with a heavy Indian accent asked me in a matter of 30 minutes at least 10 times for my Credit card information. Worse service! Canada should really stop outsourcing customer service overseas. It took me 15 min to explain that I have a car that I only use on the weekends. I am sorry but RBC or Aviva whatever you are you need a lot of work to keep my business...
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Cancellation

 
(1.0 out of 5 stars)
by jmartinez Oct 07, 2019
...Their customer service so bad. It took me more than a week for the cancellation of my auto and home insurance policy and my refund. I called them on the phone many times and still unable to process the cancellation and I already faxed to them all the necessary signed documents for the cancellation. They all make so many excuses delaying the cancellation. They are giving me a difficult time and I spoke to several insurance advisors on the phone who are not able to resolve my concern. Now I have to go and see them in person to show them my new auto&home insurance policy from another company for them to process my cancellation. But they could already advise the first time to go in person for quick and sure processing of my cancellation. I experienced really bad customer service. I don't recommend this company to anyone...
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Don't go with this company

 
(1.5 out of 5 stars)
by James Oct 03, 2019
...They have no problem taking your money but when the time to have a claim put in... I'm at 8 weeks now and still nothing. Keep saying they need more info, have to talk to the appraiser again. They give you the run-around. Not impressed...
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If you have a good driving record in AB, you should pay around $110/month (women - $105/month and men - $113/month). Do you overpay? Get an Alberta car insurance quote to start saving.
 

Terrible customer service.

 
(1.0 out of 5 stars)
by Bryan O Sep 27, 2019
...Don't use Aviva insurance. Very unprofessional and terrible customer service! I've been with Aviva insurance for about 6 months now. When I signed up with my visa debit card, just like I did with my last car insurance company, I also pay several other bills without any issue. Well, in August I couldn't figure out why my payment hadn't been taken out on the 16th. So I waited a few days thinking they are just late taking my payment out. So on August 20th, I called to find out why it wasn't taken out yet. The guy says it's against their policy to accept Visa Debit they needed my checking account info. I said that everything was fine, however, I disputed my 50$ NSF fee. Because I had the funds in my account and it was their mistake to not inform me that they don't accept Visa Debit when I started the account. So he said he'd wave the 50$ fee. So in September, I called to give them a change of address and give them my bank info. The agent informed me that my policy would be an extra 500$, which is ridiculous, to begin with, but I agreed. As far as I'm concerned that's a verbal contract. I get my new policy today and it's a 546$ increase. That's an extra 46$ more than I agreed to. Continuing with that 2nd agent, at the end of the call she told me my amount owing for September was 50$ more than usual. Without getting a chance to respond, she hung up. So I called back immediately, realizing the mistake. The first 2 calls I got through to an agent in less than 20 min. I waited an hour before I could speak to the next agent. So, they've obviously flagged my number now. Anyways, I finally talk to an agent and informs me that I still have the NSF fee from August. She tells me they can only way to wave the NSF fee if I show the bank documents. She didn't give me an email address or anything to send the bank documents. Something the first representative should have said to me in August and it would have been dealt with. Being very frustrated now, I asked to speak to a manager to straighten this out. She informs me that she doesn't have a manager available. I said to her I pay good money for your services and it's unprofessional not to have someone to deal with this. She said the only thing she could do is make a note and have her manager call me back. Being a Friday Monday was the soonest I could get a callback. Monday was when my insurance was due. So I ended up paying the 50$ fee. Waited all week for a callback. I had one voicemail that I couldn't understand, which must have been them. So today I got my new policy in the mail with the extra 46$ added to my policy and still having paid the extra 50$ last month. So, I called today to deal with it again. Another one hour wait on hold. As soon as I get an agent, I insisted that I speak to a manager. Apparently, the manager isn't available again. The agent I was speaking to was one of the most condescending people I've ever spoken to. Spoke to him for about 30min. By the end of our conversation, he was literally mocking me. I worked in customer service and sales for a couple of years. I know my rights as a consumer. If it was anyone else besides the insurance company I would be compensated with free services. Which I've done several times in the past! Not to mention I would have been fired on the spot if I talked to anyone like that. If someone knows a good place where I can post this I would really appreciate it. This kind of customers service should not be tolerated...
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Premium Theft by Aviva

 
(1.0 out of 5 stars)
by mcadef Sep 25, 2019
...I have, soon to be 'had' home and auto insurance with RBC - Aviva Insurance for well over 15 years. In order to jack up their rates, they'll terminate your policy for a made up reason and then re-quote you as a new customer without the long-standing good credit customer 'discounts'. To terminate my existing insurance they sent a letter with a blank form via regular mail to be completed with all my personal information with instructions to send it back by regular mail no later than September 15th. The letter is dated August 13th during prime vacation season when people are away. I received it and called them immediately the next day on September 5th to confirm if this was not a fraudulent request, they validated that it was true. During that same call, I asked if I could complete it online or email it because it contains a lot of personal information. They said no, only new customers can use the online service that I just need to complete it and mail it. I completed the form and put it in the mail that same day, September 5th. With 10 days to go, I didn't think much of it. Today, I received a registered letter that because the form was received by them September 18 they will cancel my insurance when this current policy expires. I can't speak to or guarantee Canada Post and their timelines of delivery. But this is how Aviva chooses to operate in order to terminate your insurance. There is nothing incomplete in the form... it is just 3 days late. And my policy expires in over a month, so there really is no issue. In the same breath they then offer to sign you up as a new customer ...over the phone/online with all that same personal information with a much higher premium. What's most frustrating is that customer service will admit that they see on my file that I called on September 5th and confirm that the context of my call was to validate the form and if I could email or complete it on line. I'm sure all carriers have their issues, but this is simply pure fraud to jack up their premiums/income. The service representatives on the line were sympathetic, they know they can't do anything about it... they're just doing their job...
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THE WORST COMPANY EVER

 
(1.0 out of 5 stars)
by Maddie Sep 18, 2019
...Been with them for 3 years (and it is my first time having insurance) I never had a late payment, and haven’t caused an accident. May of 2018 I had someone sideswipe me, who was late getting in the lane, didn’t check their blind spot, didn't even use their blinker... swiped me so hard! My front passenger wheel was ON THE CURB. The police report was made, and I had 3 witnesses. 4 months later I get a letter in the mail saying due to a faulty accident my policy will not be renewed (a few weeks before I got my brand new car and was upgrading to full coverage) I had fought with them as it was nowhere’s near my fault. (The lady had lied in her claim and said I reared ended her when the damage was on the SIDE of my car) After about a month the claim was changed to 50/50 because it involved lane switching? That was the stupidest thing I’ve ever heard when I was clearly beside her when she attempted to switch over in the lane. (It also happen at an intersection, right turning lane, as soon as the right lane opened, I had gotten into the lane. She crossed over a solid white line and hit me) Aviva said that they still can’t renew my policy after it was changed to 50/50 so I had to switch. All of this caused my insurance to sky rocket! Save yourself the headache! They are good when you don’t need anything from them, but the moment you do, they are literally useless. They don’t care about their customers, I felt mistreated and not listen to, and brushed off. I will never have good things to say about them and all my friends and family have been warned, who has also warned others. If I could give zero stars I would. Not even worthy enough to have the one. Now with Customer Service. I was transferred all around before I actually got to the right person. For a while, I never heard back from anyone, and nobody could give me any answers on anything. And Everyone was so unpleasant to speak with besides one gentleman, who I think understood how I was feeling, and he tried his best to renew my policy...
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Cancelled - refund slow

 
(1.0 out of 5 stars)
by Victoria Sep 18, 2019
...After I purchased my insurance for my new car, I asked the agent if there was a cooling-off period for the contract if I had second thoughts the next day, and was assured that would be no problem. Then, I contacted the company the next day to cancel, send the required documents as requested (scanned copies) and was told that the policy would be cancelled immediately. Well, that was around August 23 and it is now September 17 and I have not received a refund. My husband contacted the company today and they said they were putting a "cheque in the mail" today. What horrible service! I'm not at all impressed, and may also pursue this with Consumer Protection BC...
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If you have a good driving record in AB, you should pay around $110/month (women - $105/month and men - $113/month). Do you overpay? Get an Alberta car insurance quote to start saving.
 

No appreciation of customers

 
(1.0 out of 5 stars)
by ByeAviva Sep 16, 2019
...Customer for 6 years (never missed a payment) and now they send a letter saying they may renew me but I must pay the whole year upfront. Already found cheaper insurance and dealing with them on a claim that wasn't my fault was lengthy and hard to get real answers. They don't look after their customers...
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Overcharged

 
(1.0 out of 5 stars)
by ripped off Sep 12, 2019
...Aviva changed my policy premium and financing terms without notifying me and started taking more money out my bank account without an explanation or consent. I would not recommend Aviva for your insurance needs...
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STRESSFULL

 
(1.0 out of 5 stars)
by Unsatisfied Customer Sep 07, 2019
...It was very stressful dealing with this company. So hard to get a hold of them, they take their time to reply or don't reply at all given that the circumstance is Urgent. The people I dealt with are very unprofessional and rude. They did not pay me the value of my car, ended my rental and refused to extend it, they have no sense of communication and on top of that, it took them 6 months to send a check after the fact that I agreed to their settlement. If I could give them 0 stars I definitely would. I would not ever advice any of my friends, family or associates to go with Aviva. Not even my worst enemy...
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Get them out of business

 
(1.0 out of 5 stars)
by Fedup Sep 06, 2019
...A careless driver rammed my car from behind in January 2019. Both cars have deemed a write-off. Because I was driving 50 km away from my home, Aviva has me under investigation. The person who was on their cell phone who rear-ended me has been rewarded with a new car and is back on the road. Its been 9 months and I am still making a monthly payment to the company that I financed my car from and I still have no word from Aviva...
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Did you know that on average Ontario drivers with good driving records pay $1,805/year in auto insurance? Is your insurance rate higher? Get a free car insurance quote and start saving today.
 

Find any other company

 
(1.0 out of 5 stars)
by Peterson Sep 05, 2019
...For the first year, we paid the full amount upfront. The second year we wanted to do a payment plan which they said they would only do for $800 more. Now you have to pay the full amount upfront and I do not know a lot of people that have 3000$ at the drop of a dime. Furthermore, now we get a threatening letter saying if we don’t apply for insurance because of a random audit, they will just drop the policy. Nice job Aviva. I hope you go under...
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A Shameful Company

 
(1.0 out of 5 stars)
by Unhappy52 Sep 04, 2019
...After years of being a customer of RBC insurance and then Aviva, I have left because of the shameful treatment I have received. On the Friday of the holiday weekend, I received a letter from Aviva saying that my auto insurance was cancelled because I had not filled out an application for insurance form. Why did I need to fill in this form that apparently was sent to me but admittedly on their part was returned in the mail? Because that was there "new" policy. Never mind that I was left with no auto insurance over the long weekend, nor let's not consider the fact that all the information they requested they already had. This was clearly an effort to raise rates. Then to add insult to injury when I phoned them after the long weekend, they said that now I would have to play by a new set of rules which would take another two weeks to put in place. When I mentioned I've just spoken to their representative three days before the long weekend on another matter and there was no mention of this, they said perhaps I should contact an insurance broker.....and I did. Thank you for the advice, now I have the same coverage for much less money. Shame on you, AVIVA...
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Stay Away from this company

 
(1.0 out of 5 stars)
by mark Sep 03, 2019
...Would give less than 1 if possible. Must be said that AVIVA/RBC are the same. Have had nothing but nightmares dealing with adjusters (Never call back or answer emails, send incorrect info, etc). We lost our cars due to a tornado and took 4 months to get things resolved. But the latest just kicks the bucket. My daughters insurance (perfect driving record, no claims) went up 48% because they decided to remove the typical discounts that are available everywhere else such as Student discount, multi-vehicle discount, web quote discount, winter tire discount. We have been with them for almost 12 years. Will be moving to another company (4 cars, 3 houses). Unbelievable how this company does not care about its clients...
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62% increase Car rates 2019

 
(1.0 out of 5 stars)
by Daveb Aug 31, 2019
...As a family we have two vehicles with Aviva and we have no claims, no tickets ( perfect driving records), are both over 64 years old and out of the blue our new insurance rates have gone up 62% year over year with ‘no’ explanation and less than one month to explore all options. Customer service has no explanations except to blame all other drivers for this increase and no empathy or care for their clients. We have been with RBC for over 15 years and will now explore how to explore the appropriate changes in advance of the 2020 renewals as we look to change. Too late for this year but rest assured our house, cottage and vehicles will no longer be with Aviva next year. Please check carefully your policy renewals and start the process of finding the right rate in a very confusing industry with only corporate profits as the motive for change...
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Bad driving record? Your insurance rates can be double the standard insurance rate. Let us help you get the better auto insurance rate without breaking the bank.
 

BOYCOTT AVIVA

 
(1.0 out of 5 stars)
by angry consumer Aug 22, 2019
...Let's work together to put this sorry insurance company out of business. When I reported an accident, the worker at Aviva treated me like less than dirt. Although neither I or the person who claimed I scratched her vehicle asked for any money, Aviva cancelled my policy at the soonest opportunity. Of course, I could enjoy the benefit of their lousy service if I forked over big bucks. No thanks, Aviva...
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They Don't Care

 
(1.0 out of 5 stars)
by Corgisrule Aug 22, 2019
...I was forced to fill out a paper form with the threat of cancelling my insurance on me if I did not, after almost 3 years of insurance with them, then they claimed I didn't send it in because I didn't fill out sections of the form that only an insurance agent would know to fill out. I called to check on the second time around and was informed they no longer do monthly payments but require the whole thing upfront. Really? I've never missed a payment, and I would expect with that kind of change I should have at least 6 months notice so I could actually save up, but no... Apparently they assume the average Canadian can pull $2000 out of thin air. I cancelled as a result...
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If you have a good driving record in AB, you should pay around $110/month (women - $105/month and men - $113/month). Do you overpay? Get an Alberta car insurance quote to start saving.
 

1992 called, wants form back

 
(1.0 out of 5 stars)
by Dalgliesh Aug 19, 2019
...A lazy company, making bad decisions, losing customers by the boatload. Are you kidding me? 1. Fill out these ridiculous forms to tell us all the things we already know, cause we're too busy to give you an online tool to help you out, oh and, 2. Thanks for your years of on-time, monthly payments, but we'll require your entire annual premium upfront. Why do you ask? Because there's a lot of bad actors out there and you need to pay for their "poor decision making". Shame on you RBC...
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Worst Experience in 25ys

 
(1.0 out of 5 stars)
by Danny D Aug 12, 2019
...At Aviva we expect you to be lawyers and read every word of our 30 pages welcome package for you to find all the scams because we jack your rates up by 25% overnight and then screw your over by charging an extra months worth of charges when you terminate your policy after noticing 1 month after you review the policy change. We try our very best to screw over our clients and then 'read from the script' when you call in and complain. You might as well use a computer for all your service agents because they all sound like robots that do nothing for their clients. 'No if, ands or buts, we cannot prove or deny anything and you should have read your contract fully before getting tricked by us". I have been in customer service for 20 years and I know garbage customer service when I see it. Aviva will go under in a few years and all those scripted speaking non-human agents will be looking for new jobs. Enjoy it...
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Nightmare Claim Experience

 
(1.0 out of 5 stars)
by Fruitbats2018 Aug 09, 2019
...Rear-ended December 2018. Opened claim, car towed from the driveway and provided with rental. Made several attempts to contact the insurer, eight days after opening the claim was told via email the car was a write-off and offered a ridiculously low settlement and that we needed to release the car, collect plates, and return rental within three days. Emailed our adjustor over the next few days, to arrange a phone call. Finally, scheduled time, he failed to call us. Call finally happened, we got nowhere. The adjustor was only interested in selling us insurance for our next car. Refused to budge on the return date for our rental, even after we pleaded, as it was the holidays and we didn't have the cash flow to go out and buy a new car. Cancelled weekend plans and went car shopping. The new car would be ready in five days, rental car was due back in three. We had to extend rental at our own cost. Researched comparable cars for sale, to negotiate a fairer settlement. Immediately found three comparables with higher selling prices, and sent those through. Two of the three were rejected as they were located out of province, we had never been told that would be a qualifying factor. Also, then told we needed to find at least TEN comparables. We found nine more and sent them through, eight of which were rejected due to "special features". We were told that our settlement would remain the same, even though it very well should have gone down. A cheap scare tactic. We took a closer look at the initial valuation report that had been sent through that calculated the initial settlement offer, and we found that many of the so-called comparables that they had used included the very same "special features", with a $25 deduction applied. We sent the same set of cars we'd found back, with the same $25 adjustment, and asked for our settlement to be reconsidered. Discovered snow tires hadn't been included in the valuation. Calculated a depreciated value of $600. We pointed this out to the adjuster, to which he replied that no value would be added. The only way we could get value out of the tires would be if we switched them out ourselves before releasing the car to the insurance company. Contacted the auto body shop that was holding our car. Advised us they did not have the equipment to switch out tires. Suggested we have the car towed to a mechanic, switch the tires then tow the car back to them, at our own cost. This would negate making the switch in the first place. We tried one more time with the adjuster for the value of our snow tires to be reconsidered, along with the ten cars we had sent. Furthermore, we also noticed they had failed to calculate mileage adjustments for their ten cars, so they were comparing our car with below-average mileage to much lower-priced cars with higher mileages. After days of waiting, we finally got an increased offer. It still wasn't enough, but it was an improvement. Based on the comparables we sent through and all the discrepancies we pointed out in their valuation, we got the value of the car increased by about $750, and they also added in $225 for the snow tires "as a goodwill gesture." We calculated the offer and hoped for a little bit more of an increase, but were stonewalled with a dispute letter. We contacted GIO to see if we had a case, but we were pretty much at a dead end. We sent the Proof of Loss form to our adjustor, finalizing our settlement. We didn't hear anything from the adjustor, followed up a few more times. He said we were "welcome" to collect our personal effects and plates whenever we felt like it. A week after we finalized the settlement, we asked our adjustor for an update on the delivery of our cheque, ONLY THEN he told us that we HAD to go and release the car in person before he would release our cheque! Received a letter from RBC Insurance detailing that our policies had been cancelled at our request, but we owed them money. Our policy had always been on a pre-payment plan, so it would only make sense that they would owe us a refund for the unused portion of the month. A "final notice" arrived only TWO days later advising if we didn't pay up, a collection agency would come after us. I paid the $100 balance owing, but only in protest. It then took over a month to get our correct refunds. They owed us around $300 now - even after acknowledgment of our cancellation, RBC continued to deduct our monthly payments. The cheque arrived at the end of January but we were told by our adjustor that we would be liable for a $500 deductible if we could not provide the police report with the other party's insurance details. We protested this sudden deductible appearing out of nowhere, as our paperwork indicated that we had a $0 deductible. The adjustor apologized and claimed he'd been "looking at the wrong file." In mid-February, another cheque arrived for the $500 deductible, which had been factored out of our initial settlement and was owed to us. Also received a $300 cheque from our cancelled policies. Still outstanding at this point is the liability of our case. We emailed the adjustor the week after receiving our settlement outlining what had clearly happened in the collision once again and with the police report attached. Months later, we still haven't received any confirmation on how our case was ruled, but we assume the case is now closed and that we would have heard something by now. It certainly would have been nice for our adjustor to let us know...
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Auto Insurance

 
(3.5 out of 5 stars)
by EugeneAM Aug 02, 2019
...I had Aviva as an auto insurer for close to two years. I was able to change my insurance policy twice, easily, with prompt help from Aviva. First time I was to add my husband as a second driver, meaning I had to cancel the earlier agreement which was done fast and smooth without any complications. I later moved from Ontario to Quebec, and I let Aviva know of the change in residence. They were fully supportive in helping me end their insurance and refunded the pre-paid cash without any fuss. Although some of the emails went unanswered, a follow-up call would always get the issue fixed, and a confirmation email sent. I would recommend you to sign up with Aviva without any worries...
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Aviva is the WRONG choice

 
(1.0 out of 5 stars)
by Jim Aug 01, 2019
...I returned from vacation to find a notice in the mail that Aviva wants a full year worth of payment's all at once or they'll cancel my policy. NO prior warnings, NO e-mails, NO texts yes folks, snail mail 3-4 days lost already. Even if I was home to view the notice two weeks ago, isn't enough time to come up with thousands of dollars. I tried to call but the call center is closed at 7 pm. When I finally got a hold of someone, they said they have all my contact info but didn't use it. Even if I could hand over $5000.00 immediately they would take 2 weeks to review a new policy and I would be without insurance until then. I had no choice and signed with another company and when I told them, after 9 years, I had to move on they said "No Problem" "Its cancelled goodbye"...
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Cancellation notice

 
(1.0 out of 5 stars)
by Scollier Jul 30, 2019
...Thank you RBC and Aviva Insurance... after 28 years with RBC Insurance and now Aviva they cancel our insurance because my 24-year-old son was driving 140 in a 100 zone on a 400 series highway....yup, going way too fast for sure. He is 24 and his only ticket, no tickets or accidents for my wife and me or accidents. I estimate over 28 years we have paid over $236,000 in premiums for our life insurance, home, rental properties and auto without a single claim....currently we pay a tad over $1,000 per month in premiums with Aviva for all of our business....absolutely blown away that for one mistake over 28 years, we are dropped at renewal date. Isn't insurance for when you make a mistake or have a claim? After speaking with RBC, the operator said " thank you for calling RBC and we value your business " lol, they simply do not care about relationships...oh well, I am sure another provider will value having our auto, life, home and rental property policies...
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Goodbye Aviva!

 
(1.0 out of 5 stars)
by Aviva-Derci! Jul 24, 2019
...Got my renewal notice from Aviva, and all of a sudden they're asking for the FULL premium upfront. I DON'T THINK SO AVIVA... I am a long-time client, no claims, no tickets. And you've gone and lost my business with this boneheaded move. DO NOT sign up with Aviva. They'll drop something like this on you without warning, and you'll be left scrambling to make other arrangements if you can't come up with the coin in 45 days...
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