Aviva Auto Insurance Reviews

November 2017 I was in an accident, it was a hit and run, I filed the police report and called Aviva to start the claim that went all ok but then it started. First, my adjuster forgot to book an adjuster to come look at the car, then he wouldn't respond to my body shop, so my car was just standing there for a week. Once the appraisal was done, they started the work, my car is a custom painted pearl pink car which Aviva fully knew when they insured me, they even had me send pictures of the car the day my policy went into effect. So as I knew because the colour is custom and half the car needed to be painted that the 2 sides wouldn't match, when I told my adjuster this, he told me it's my issue and go deal with the body shop, great cool thanks for all the help, he fully could have told me to just take it to their preferred shop if he didn't believe me and I would have gladly. My body shop was out of money on this job because they tried their best with the colour which the paint alone is really expensive. Oh, but wait, it didn't end there - a week before I picked up my car, I got a call from the rental company telling me I was responsible for paying for the last 3 days because apparently the amount I'm covered for ran out and my adjuster once again wasn't returning anyone's calls. This didn't end here, yes, I got my car back which now I have to repaint but I also spent Dec, Jan, Feb, Mar on the phone with so many different people that all promised that an adjuster was going to come take a look at the car since it doesn't match and that my original adjuster was going to call back... I'm still waiting. I don't want to seem like a brat but seriously, Aviva knew they were insuring a custom painted car, it was no surprise because it's written right in my ownership: "pink". Bottom line, I had a beautiful car that now is 2 colours.

No accident ever. Clean record. HIT while still driving responsibly in afternoon aware of road and others. Negligent driver at high speed smashes, into me from behind #distracted driving. Does Aviva care about me or my whiplash, back, head injury or tendons? When they can go after the instigator, the reason for all of this. Car retrieval and repair was a joke on my new car. NO. You pay them monthly, they take but never give back. Ridiculous exam from "their" doctor. How can a fingertip touch determine my injuries? I just want to get my life back and be better. Shameful!

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."

Details and Sequence of events. Date of accident October 14th, 2017. Type of accident: Rear Ended while stopped at a RED light intersection. Cause as investigated by Police - DWI - Leaving Scene of Accident and Improper Turn causing a second accident and other charges associated with the accident. Officer Claim submitted to RBC Insurance - Oct 15, 2017. Car delivered to Repair center October 16th, 2017. Aviva appraiser advised they will be able to perform work required to meet BMW standards and I requested they do not use Sub-standard materials not recommended by BMW. They assured me it was not their practice. They must comply with BMW standards for safety and engineering standards for their vehicles. I notified the RBC adjuster I wish to have the vehicle repaired at this BMW dealer shop. I was later advised by the repair center they will access the damage once the insurance company appraiser came to their center before beginning repairs. I later received a call from an Aviva appraiser and he indicated the damage was marginal to be written off. He indicated the damage to my vehicle was repairable and he had sourced the parts from an outside supplier for the repairs. I advised him this was unacceptable and the work must be done by BMW using only BMW supplied/certified parts. He then suggested that the vehicle should be written off as it was “a marginal” and not cost-effective to Aviva Insurance to repair it. He then tried to justify his decision to scrap my vehicle as it was already involved in an accident and had the two rear doors replaced (this was incorrect and the Ministry of Transport(MOT) had no record of this as the vehicle was purchased in Ajax Ontario where the vehicle has been serviced since I owned it). I was furious at this suggestion, so I contacted the RBC adjuster who assured me my vehicle will be repaired considering I was not at fault for the accident as the Police report indicated. I also authorized the police to release necessary details as allowed by their investigation. I also advised the repair center to proceed with the repairs and the adjuster should be contacted for any other clarifications about this matter. As I was leaving on the 25th October 2017 for Rome, I also advised the shop that upon my return I expected my car to be available for pickup on November, 7th 2017. On October 25th, 2017 while en route from Rome to Spain I received an email from the adjuster indicating I should contact the dealer shop to proceed with the work. I contacted them by phone from Spain to give this authorization (this made no sense as I already had done so). I also received the following from the adjuster: Good afternoon, I’m writing to update you on your auto claim. I spoke to the body shop today. They advised that our appraiser went to re-inspect the vehicle and had made a couple of changes regarding repairs based on the requests you had made. The body shop will not start repairs unless you provide them consent over the phone. They had told me they tried to call and email you but they are not aware that you are out of town. When you get this email, can you please give a quick call to the body shop. They will start repairs once they get the OK from you. I also told them there are 1 or 2 aftermarket parts showing on the estimate (the kind you don’t want) and they said they would find an approved part instead and let you know the price difference if there is any. (I Complied as requested) I returned to Canada on November 7th, 2017 and was advised that Aviva appraiser had returned on a second occasion to re-assess the damage to my vehicle and is now suggesting writing off the vehicle (I found this very concerning and feel like it is a deliberate attempt to scrap my vehicle). So this has now taken a strange twist and upon trying to contact the appraiser and Aviva for a copy of both reports submitted by their appraiser, I am still to see or hear from RBC Insurance and its' associates. I have also requested information as to the Total $$ from the appraiser and on what he is basing his decision (no response at the time I am writing this letter). I tried to reach the appraiser and got voice mail suggesting I leave a message. The strange twist here is I was connected to a Collision center. I then contacted the adjuster regarding the reason for these continuing delays. She then discussed the possibility of writing off the vehicle, which I indicated I will consider doing so if the financial numbers were fair and reasonable (approx $20k including taxes). I now have to consider the purchase of another $60-70,000.00 vehicle to replace my vehicle. I feel I am being victimized although I had full comprehensive Insurance from RBC Insurance and the accident was not my fault (No-Fault Insurance). As a retiree and my wife a 38-year retiree from RBC corporate, we find this very concerning the way this matter is being resolved by RBC. This is unacceptable and needs to be resolved as we are the victims here and also the fact that we have all investment and financial assets with RBC I believe RBC will do the right thing here to have this matter dealt with urgently to avoid any further hardship on my family and myself through no fault of our own. We purchase our house and auto insurance for RBC because we trust our continued relationship and the integrity of the company. Please have this matter resolved so we can get rid of this hardship on our life. Summary: This was a no-fault accident caused by a drunk driver charges by police. I need my vehicle repaired to BMW standard by the BMW dealership with BMW approved parts only if the Insurance company wish to scrap my vehicle I expect no less the $15k plus taxes. I now have to purchase another vehicle at $60 - 70k to replace the existing one. I have purchased an insurance policy from RBC insurance to protect me and my family. Considering the sequence of the events so far in this matter outlined above I am very dissatisfied with what has taken place thus far and look to the office of the ombudsman at RBC to resolve this matter.

Terrible company, adjustors act like it's their own money on the line and won't pay shop charges. Want you to bring your car to the cheapest body shop around.

I was hit by a car and my underwriter refused to talk to my witnesses, the autobody people who were working on my car, look at pictures or watch the video of the accidents. He said the rules said I was at fault and nothing could change that. Not even if another person was on the phone and not paying attention and I had witnesses to attest to that. My car was brand new and I was super angry that my premiums will go up. The autobody shop gave me a pro tip to speak to the underwriter's manager and that's what finally got him to do his job. He spoke to my witnesses, he gave me his e-mail with the accident pictures. He said I was not at fault. Regardless, I am giving them a 1, and would give a 0 if possible, because I had to take out so much personal time to get this guy to do his job. I had to spend HOURS on the phone with customer service. I had to yell and cry to speak to a manager. Truly disgusting company. They just want your premiums to go up so they can make money from you. Maybe BC has it right with the government running their insurance.

I wish I could give negative stars. How anyone has ever had a good experience with these people is completely beyond me. I've been with this company since I was old enough to drive, and the second you're in an accident (that's not your fault) please expect the absolute worst outcome. The dishonesty of the adjusters is mind-blowing. I can't even possibly describe the emotional trauma I've suffered from these people. They'll threaten you if you don't sign things on their watch, but when you submit the mountains of paperwork, see specialists, pay fees for those specialists to fill out more mountains of paper, and you comply with their "independent medical assessment" to try to counter your specialists, expect to only get half the treatment you're entitled to, if at all. By this point, you're so frustrated and still not better because you've waiting six months to get medical treatment approved. Expect to wait weeks, maybe even months for them to figure out what they're going to do with your car. If it's a total loss, expect to not get enough money to put a down payment on a new car. Also expect to find a new car in less than 72 hours after they give you a dollar figure, because they're going to yank the rental car out from under your feet (that's if they even gave you one at all). They'll bombard you with insurance jargon, threaten you, and use any little detail they can to deny you coverage or treatment. It doesn't matter how many doctors you've seen, how much evidence you have for what's happening to you, they will do everything on their own watch and at the advice of underqualified family doctors with little to no experience. It is a total nightmare. Hopefully you don't develop a psychiatric condition from the stress and anxiety you're sure to have every single time you hear your adjuster's name. Your first call when you get into an accident should be to a lawyer before you even open a claim with these crooks. As soon as my two year ordeal with them is over, I'll be switching insurance companies.

Horrible company to insure your vehicle. I ended up with this company because RBC partner with them and because of that RBC will lose my business. This company doesn't send the quality inspector to inspect the vehicle when the car is repaired and ready for the road. Instead they use the quality inspector to decline your claim when the repair is done by their preferred mechanic Assured Scarborough.
I paid my premium every month, they did lousy job repairing my vehicle, because they lied to me that they repair will have life time warranty if I use their repair shop Assured Scarborough. My car was not safe for 6 months and I didn't know and I got lucky that my family and I are still alive, and I was told even in the last visit by Assured Scarborough that my car was safe to drive. I noticed the brand new tires were balding and too the car back. The quality inspector Ralph is unprofessional employee of Aviva, god knows where the hell he got his license, prepared false and inaccurate report, tried to call his manager, they lied to me repeatedly that there was no manager or supervisor to talk to. I left message for his managers it's more than a month nobody ever called me back. I contacted office of ombudsman talk to Craig, another lousy department to deal with. They are there to protect interest of Aviva not the consumers.
So if you read their message "Best customer service", don't fall for their lie or you will end up regretting dealing with this company and will have no car to drive and they will take their money to pay bonuses to their liar employees while there is not protection for you. They are liars, unprofessional and there will be no help when you need it.

For the past 8 months they have been giving me the run-around after my RV was damaged after being sunk. The unit needed to be extricated using heavy equipment and ended up being twisted out of shape and cracked. The run-around started with Aviva Elete outsourcing the adjusters job to another company. That company in-turn outsourced it to another adjuster. I have had two major licenced shops check it over and they have deemed the unit beyond repair.I have sent all documentation and photos that their adjuster provided to the factory service center and they have quoted almost $180,000.00 to repair the unit.

Their appraiser had me drive the damaged unit (which was barely derivable and unsafe) to an unlicensed shop for inspection. He then came out with a quote of $30,000.00 which they insist I take in a cash settlement and have the repairs done myself. After I complained about that they had a local shop weld together a tie rod end so that they could order me to drive it over 300 miles away to have the Aviva adjuster look at it. It was one of the most terrifying drives I have ever had to make and it took over 8 hours to complete. The adjust did not show up and I was forced to leave the unit there for him to look at and make my way back home. It has been down there for over a month now and there is no way I can drive it back without the front suspension and steering being properly repaired.

There is no shop in the world that will even consider repairing the damages for the amount that they want me to settle for. I have 8 months of unanswered calls and emails from the worst customer service you have ever had to deal with. After asking to speak to their ombudsman I was denied the right to even bring my case to him/her. I was told that I can "hire my own appraiser" and they might consider looking at their findings. My next step is to contact the General Insurance Ombudsman and see if there is any help from that end.

In the meantime, I have purchased the aviva-insurancecomplaints domain name and welcome anyone who wants to share their horror story in dealing with Aviva.

Beware, IMHO these people are as shady and heartless as it comes and you will regret the day that you ever signed up with them.