Aviva Auto Insurance Reviews

We called Aviva right away after doing our police report. We were frightened and expected Aviva to be there in our time of need. Our vehicle was hit from our rear by a big steel dump truck. We explained we were not at fault since the dump truck hit us but they refuse to believe us and delayed our process for almost 3 weeks. The adjuster was very rude and was the part of the main reason for the delay. They're very unprofessional, rude, unjust, slow, oppressive and most of all, they don't have any customer service skills. This was the most unpleasant experience and when you think things can't get any worse, it does with this company! They are unreliable.

What’s there to say? If you want good service, purchase anything. If you want good service, good luck. We had a simple no-fault claim where the other driver ran a stop sign and damaged our vehicle. He and his insurance company took full responsibility. Our appointed agent was absolutely non-communicative, uninformed and just ignorant to our claim. I never expected great service but considering the claim was no-fault and the other driver and insurance claimed responsibility the day of the accident, you would think it would be an expedited claim. It wasn’t. Still waiting to finalize. 1 star is too much for my appointed agent. But anyone else we were able to contact were very helpful.

Worst insurance company. Was a client since 1983, no claims. Had a head-on collision, not our fault. The vehicle was deemed totalled. The only thing that they did was a rental vehicle next day. Then 14 days later requested the return of the vehicle. We did not have a replacement vehicle for nearly one month. Two adjusters were useless and the ombudsman dept was a joke. Do not take out your car, house insurance with them. It was a nightmare. This claim cost us about $8000 and we were the victims. Beware of this company!!! Just saying.

Aviva and all of its' affiliates are the worst insurance company by far. It has taken me 4 days to get through to someone to file a claim and when I finally did, they were in no way apologetic to or considerate of their customers. And once I did file the claim, I was told that I have to speak to my broker to get the deductible waived as the damages were in no way my fault. So I call the broker and am put on hold again to be told that "no, we can't help you with that, you have to call the claims department again". So she transfers me to what I thought was the claims department, but it was not. Again I have to be put on hold and explain my situation again. When I give the guy the claim number, he tells me it doesn't exist. So I get transferred and put on hold again. Now I have to give all my information and file another claim. Then I'm told I have to wait 24-48 hours to have an adjuster call me, but there is no guarantee they will call me in that time, could take longer. And even then, I will have to wait for the appraiser. So it has been 5 days now and my car isn't fixed and it may take another week, maybe more, before I can get it repaired, but again, there are no guarantees. After all this, and I'm sure the frustration isn't over, all I can think is that the savings weren't worth it. If I had known it would be this much of a hassle just to file a claim, I would have paid double my policy to another bigger, more reputable insurance company. I am so grateful that I didn't get a home insurance policy with them as well. Do yourself a favour and sign with an insurance company that will actually help you in an emergency and give you what you pay for.

Horrible customer service - long wait times on phones, lots of being switched around because they don't know what they are talking about, my advisor stopped responding to my emails and voicemails all together making it taking months to process a claim. Horrible Value - payout they offer is way less than value of car. Had a new car totalled by another driver, found not at fault, and still lost thousands of dollars. Disgusting that a multibillion dollar company is trying to ripe innocent people off. Claim was horrible - car accident in November and still haven't received my settlement check which they said was sent out weeks ago. Settlement value was horrible, way below value of the car - they admit to calculating the value in the lowest way possible. My advisor had no idea what they were talking about and would lie to me and would be corrected by someone else.

Had a heck of a time dealing with this company. With their lack of response and them trying to rip me off on my car that was a write-off! The accident wasn't even my fault! They then low balled me even though I had coverage to replace my car and of course I had to fight it. The accident happened on December 1st and the claim didn't even get settled until January 19th! This was only because I was so sick and tired of dealing with Jacques. I had included his manager in the emails, and she was unresponsive as well. Until I got my lawyer involved and as soon as they sent the email, low and behold, Aviva responds within 3 minutes! Eventually, they even became unresponsive to my lawyers' emails and phone calls. They would call at odd hours knowing my lawyer wouldn't be able to pick up! Then once I got my lawyer involved they refused to even talk to me about my claim! Ridiculous! I call them, wait on hold and leave messages to no answer. They are willing to take all your money but when it comes to paying out they are unwilling. They got a "deal" from the dealership but the dealership said we only give that deal if this is a cash payment of the vehicle. Customers don't get the discounts if they go on finance. So again I paid 36k and when they said full replacement they don't really mean it. The adjuster said he needed the MSRP, etc etc. and when he wasn't able to get information from the dealership because they didn't have it. It went silent. I got the MSRP price of my vehicle and yet they gave me a lower settlement. If he wasn't going to change his mind on the payout why make me jump through hoops to get the information for him? I had the no depreciation endorsement. So, in the end, I am at a 10K loss. So the year I have been paying into my last car was a waste. Terrible customer service! I even contacted the ombudsman and that is a total joke as well. They tell me on my insurance that if I am not happy with how things were handled I can get my premium back, but when I emailed them they told me since I have my lawyer involved they need to deal with my lawyer or have my lawyer tell them they aren't dealing with it anymore. My boyfriend also sustained injuries and when I talked to my adjuster, he said the healthcare team will be in contact. 2 weeks after accident still no answer. So I called them again. First they said oh I will put a note in for someone to call. When I called back they said oh someone clicked off not to call your boyfriend. Well, wouldn't they have seen that in the first place?! My boyfriend is still in a lot of pain from the accident that happened Dec 1st! We have gotten a lawyer to deal with this and it is ridiculous. I wonder if there are any companies out there that treat their customers better? and not to lie to them!?

Aviva is the worst car insurance company. These people are so unprofessional it's embarrassing. I have a 2013 BMW and these people told the body shop to put aftermarket parts on my car. After finding out they are aftermarket, I repeatedly called them and still have not received an answer! They didn't even tell me it's going to be aftermarket. This is my car, not yours, I have the right to know what will be going on with it. I pay top dollar to drive a top dollar car and he doesn't have any say on what type of parts go on my car. What are they doing in there offices if they can't answer the phone! YOU HAVE ONE JOB!!!!! It's been 3 days now and still nothing. My broker is helping me but this is the adjuster's problem, not my broker !!!

So, here's a quick summary of what happened; 1.) Beautiful sunny day outside. I'm out driving in my Audi A4. 2.) Put indicator light on to turn and get "smoked" by a big truck. 3.) The back of my A4 is crunched. Lots of damage. 3.) Lady driver is upset. She's at fault. She tells me to F off. (???) 4.) Police arrive. They write a report. I take lots of pictures. I have witnesses. 5.) I drive car home. 6.) I get a quote from a licensed Audi repair shop. 7.) Aviva tells me they won't cover the full repair. I say "you're kidding me right?" Aviva explains that they want to send me to their chosen shop (example: AAA Auto repair). I tell Aviva " I don't think so. I want a CERTIFIED Audi repair shop fixing my car. And anyways, I'm not at fault. The "lady's" insurance needs to cover the repair." 8.) I get my insurance broker involved. I stand my ground. 9.) Aviva changes their mind and they pay for the entire repair. Why did I have to go through that, especially not being at fault? When you add the headache, the waiting on the telephone to talk to someone at Aviva, I can only say " Aviva - you are the worst."

If I can give lesser than 1 star, I would not hesitate to do so. Someone hit my parked car and Aviva adjustor decided to do a write-off on the vehicle. They gave me an insulting low value for the settlement. I thought it's a joke. I had to justify the increase in my settlement. To make matters WORST. The claim adjuster does not get back to me in timely manner with my inquiries. I called and emailed multiple times, but I got NO response. When I tried to deal with another adjuster, I had to stay on the phone for 30 minutes before I could talk to a person. I deem the experience with Aviva to be, "This is the settlement, take it and leave". I am done in dealing with AVIVA INSURANCE.