Bad Customer Experience
by insurance consumer on May 8, 2012
2 out of 5 stars
Car Insurance Reviews
Aviva Auto Insurance Reviews
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(473 reviews)
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Accident Forgiveness (2)
Agent/rep attitude (23)
Agent/rep availability (22)
Agent/rep callbacks (14)
Agent/rep knowledge (19)
Agent/rep language skills (1)
Billing/payments (127)
Broker experience (3)
Cancellation experience (86)
Cancellation fee (3)
Claim - adjuster (25)
Claim - denial (8)
Claim - injuries (5)
Claim - not-at-fault (9)
Claim - rental car (31)
Claim - repair shop (38)
Claim - total loss (2)
Claim - towing (3)
Claim - windshield/glass (7)
Claim payout amount (11)
Claim processing time (26)
Complaints/ombudsman (45)
COVID Handling (5)
Discounts, deals, rewards (8)
Email/message wait time (6)
Insurance Rates, Prices (74)
Interact. Voice Response (1)
Late payment fee / NSF (2)
Legal actions (4)
New purchase experience (3)
On-hold times/transfers (3)
Paper mail experience (2)
Parking/pausing policy (1)
Phone wait times (11)
Policy changes experience (3)
Policy clarity (3)
Policy coverage (100)
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Rates at renewal (9)
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Rates for bad drivers (2)
Rates for good drivers (36)
Rates for second driver (2)
Rates for seniors (3)
Rates for students (2)
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Refund (2)
Renewal experience (3)
Trailer/motorhome (8)
Website experience (1)
Review author
My car was damaged during an oil change at Midas Muffler. They sent me to Aviva. They told me I should claim the rental car on my own insurance. My own insurance agent told me I would be deemed ‘at fault’ if I did so. Eventually Aviva relented and agreed to pay.
Six months later, I got a call from the rental company demanding payment for the rental car. Needless to say, I was getting very annoyed at this point and called Aviva. Fortunately I happened to have kept my notes from six months earlier and had the name of the manager I had dealt with. Eventually, she agreed Aviva really should have paid for the rental car and came up with a somewhat complicated way to do so involving me paying for the rental car and then being reimbursed by Aviva.
This is probably the worst customer service experiences I have ever had and I would not go near Aviva under any circumstances.