Independent Auto Insurance Reviews

Aviva Auto Insurance Reviews

(287 reviews)
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Category: Customer Service
(1.3 out of 5 stars)
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STAY AWAY

 
(1.0 out of 5 stars)
by Kaitlyn Jan 15, 2020
...Was in a not at fault accident and had to send them the highway traffic act and dashcam video and was still called at fault until the other party's insurance saw the video and took full fault. The woman dealing with my case was so rude. When I had issues with how it was all being handled and the rental car I was told by their manager that "if I didn't like the rental car a bus pass could always be supplied." I have never had such a horrible experience with a company, let alone one I'm spending $4000+ at a year. When my year is up (which can't come fast enough) I'm getting away from this corrupted company forever...
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Awful company

 
(1.0 out of 5 stars)
by Don't use Aviva Dec 20, 2019
...Been a customer for over 3 years, spent almost $5000 with them to insure my truck. No accidents, no claims, always paid monthly on time, 9-star driver rating. Receive letter (which is registered for some reason) without thanking me for being a customer saying your renewal will expire, you will have to fill out a form otherwise we will not renew you, and you will have to pay an annual lump sum. The quote was an extra $600/year. No thank you - will not use again and would urge others not to either...
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Beware

 
(1.0 out of 5 stars)
by Tony m Dec 18, 2019
...This company is unprofessional and very manipulative and dishonest. They will use any dirty tactic in the book to avoid paying your claim. I was with them for a long time and when I put in my claim they used dishonesty and a lack of professionalism to deny my claim...
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Crazy price increase

 
(1.0 out of 5 stars)
by Markian Dec 16, 2019
...How Aviva (RBC) stays in business I have no idea? They jacked up my rates 67% for my house and 47% for my cars. I have had no claims ever. Very polite service representatives who could not explain the price increase nor would they offer anyone more senior who could. I quickly changed companies after years with RBC...
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Capitalism at it's finest

 
(1.0 out of 5 stars)
by Nognlite Dec 11, 2019
...This company is the most disgusting, money-grabbing, a capitalistic company I have ever dealt with. My daughter gets in a multi-vehicle accident where the vehicle behind her was smashed into by a distracted driver and forced into her but is found 50% at fault for hitting the vehicle in front because they were moving and she was too close. How do I know this? She was told this 30 seconds into the claim call. Nice way to start the call. Your rates are going to go up. In the next 5 min of the call, they have already written the car off and were ready to send her a cheque. All she had to do was accept their finalization of the claim. The car still sitting in a heap outside the ambulance. No police report and the adjuster not even looking at the car. That's dodgy to start with. We are now in week three. They offered half the deductible and $300 for tires of a $1200 winter tire package. $300 dollars for rubber. That's $66 per tire before tax. LOL, not in Canada! They want my daughter to provide a breakdown of the cost of tires or 2-3 quotes from online. Uh, no. That's your job. Oh wait, you didn't even look at the car, so you wouldn't know. That is sheer laziness and incompetent. At this point, we are waiting for the Claims Manager to explain to me the fault in accidents. This should be interesting. My mortgage is coming due in the next month! Stay away from Aviva, especially as a new driver. Cheap insurance means a cheaper service...
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Disappointed

 
(1.0 out of 5 stars)
by Disappointed Nov 28, 2019
...For a very basic claim (of which I was not at fault) this company handling of my claim has been super incompetent. You give your information to them over and over and when you call back, apart from your name and address, nobody knows what's going on because nobody seems to be making notes. Messages to 'dispatch' aren't being taken seriously. Nobody seems to know what's going on. This has been a terrible experience for me and as soon as I can I am going to switch insurance companies...
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They are just awful!

 
(1.0 out of 5 stars)
by UpsetJay Nov 18, 2019
...They just want every cent you have without caring about the customers they have insured. I was in an accident that was not my fault. My accident was a clear textbook accident and you could identify it on the "Fault Determination Act" for New Brunswick no problem. I am not even an insurance adjuster. When I first spoke with them they told me I was 100 percent at fault. Then I had argued the facts to make my case and she then advised me she would call me back. After not hearing from her for a few days I had called and left a voicemail. She then called me back with the biggest attitude I have ever heard over the phone and said I would be 25% at fault. I don't understand how this would occur so I continued to stand up for myself and when all was said and done she threatened me and said: "Well if you want I can just make you 100% at fault". This is when I lost it and went above her head. But even then it was still a nightmare. I know most insurance companies want your money but this was just ridiculous. I am finally able to leave this company and I am so happy. This is the worst insurance company. What was RBC thinking?! Stay away from this company everyone. Just because you with RBC doesn't mean you need to purchase their insurance as well...
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BEWARE, TOTAL SCAMMERS

 
(1.0 out of 5 stars)
by waltontg Nov 16, 2019
...I was a client of RBC insurance for 18 years, then Aviva bought them or into them. Back in 2016 in bad weather, I had the misfortune of sliding on pure ice on the roads and bumping into the car ahead of me when they bumped into the car ahead of them. They had a crack in their plastic bumper, I needed a new grille and front bumper. RBC told me not to worry go get it fixed, nothing will show on your record. 1 FREE CLAIM AWARD. RBC was great alone in 2017 I had a young lady with a G2 for only a week ran into the side of my truck on her way to work at an intersection, as she stated she was speeding and was late for work. After calling Aviva I was told to get a police report and I did, police deemed it no-fault. Aviva told me to take my truck to their shop, I did and was told 4300.00 in repairs, and 500 deductible... I decided to shop around. I got 4 quotes from quality shops, not one single quote was over 3100.00, the cheapest was 2800. When I called the Aviva adjuster I was assigned to she told me they would not cover the repairs unless I went to their shop. So, after telling her it should be my choice where I take my truck, not theirs. She informed me that after reviewing my file they are only going to cover 2600 in repairs unless I go to there shop. This same adjuster told me my premium would not be going up it would stay the same, until I took my truck to my choice of repair shop, soon as she found this out 2 weeks after the fact, all of a sudden she calls me to tell me she has determined this accident was my fault and my Premium would be going up, I was paying 1100.00 a year, with her determination my new premium would be 4856.00 a year! I followed up with many emails and calls, she would ignore me until the day I left her a VM saying I was going above her paygrade. A manager called me a week later, after discussing the facts, he told me there was not much he could do about the adjuster decision. I argued with him until he put a quote specialist on the call, once we had a below paygrade of everyone else on the phone this adjuster/customer service agent asked how I had gone from a 6 star client to a 1 star for a minor accident claim, he told me usually only see that if someone was drinking /driving, speed causing an accident . After this gentleman looked into my file (remember a customer service advisor) he changed my status to a 4 star, with a premium of 2300 a year. But I did not get the last laugh, just recently (guessing I was flagged) my monthly payment kept getting returned happened 4 times in the last year, but each time I would call and ask why they were returning my payment, some sort of PC glitch. Well, this past week I received a registered letter saying my insurance was cancelled due to late payments. I decided to shop around and get away from these crooks! Everywhere I call I'm told I have 2 accidents (one was a gimmie by RBC over 3 yrs ago) plus I have 4 late payments ( not my fault), so now no one will touch me for insurance. Found one company that wants almost 5000 a year and a half upfront. Thank you Aviva...
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Scammers!

 
(1.0 out of 5 stars)
by michael Nov 07, 2019
...I've been with them for 3 years. Last year my bank did a mistake with my credit card and I even didn't know. I received a new card but the payment was already declined for Aviva. I called them and they said that I lost my premium and I need to pay $50 fees for late payment. I sent the proof from the bank and, right... THEY NEVER ACCEPTED. All were AUTO payments! So I did it anyway because I had to drive that day... My luck to call and check for my plates. So I paid the downpayment first and last month and this year, they charged me the last month with the new increased amount!!! The last month was paid already and they charged me again but with the amount from the future policy! Aviva is just scammers! I had 2 Europeans from customer support. They were amazing, old guys. The rest... so sad!! bad service!!! Also, The insurance this year with $470 more for... what? I never had an accident, claim or ticket in 14 years of driving...
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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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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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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.
 

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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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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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.
 

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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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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