Aviva first claim
by Scott B on Apr 4, 2024
4.7 out of 5 stars
Car Insurance Reviews
Aviva Auto Insurance Reviews
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(464 reviews)
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Accident Forgiveness (2)
Agent/rep attitude (19)
Agent/rep availability (18)
Agent/rep callbacks (10)
Agent/rep knowledge (15)
Agent/rep language skills (1)
Billing/payments (126)
Broker experience (3)
Cancellation experience (84)
Cancellation fee (3)
Claim - adjuster (22)
Claim - denial (8)
Claim - injuries (5)
Claim - not-at-fault (8)
Claim - rental car (30)
Claim - repair shop (37)
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 (2)
Paper mail experience (2)
Parking/pausing policy (1)
Phone wait times (10)
Policy changes experience (2)
Policy clarity (2)
Policy coverage (98)
Rates after claim (1)
Rates at renewal (9)
Rates competitiveness (6)
Rates for bad drivers (2)
Rates for good drivers (36)
Rates for second driver (2)
Rates for seniors (3)
Rates for students (2)
Rates in bundle (37)
Refund (2)
Renewal experience (3)
Trailer/motorhome (8)
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The worst customer service, racist and unethical for a lack of better words. I wanted to cancel my policy they inform me they will increase. They wouldn't let me. But the can do what they want. Where is their office back in some 3rd world?
Have experienced good service from agent in adding my son as new driver. He is very knowledgeable and he answered all my questions. The Agent should handle the customer like him.
Double thumps up.
Happy and satisfied customer.
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This company is not worth your time of day. Do not insure your vehicle with them. They happily take your money and provide you with little to no customer service. Communication is horrible, the adjusters have absolutely no idea what they’re talking about, they love to ignore your emails. They deny as much as possible and do not want to be accountable for anything. I have nothing good to say about this really disgusting company.
Aviva is a horrible company to deal with. Extremely slow at settling claims, unfair and unethical appraisal values. What an awful company to have to deal with.
NEVER AGAIN
My 2014 Honda Civic was rear ended and totalled. The claims process was quick, easy and satisfactory. I had only been with Aviva for a couple months, and the at fault party was not with Aviva which probably helped. My adjuster did go on a week vacation right after the accident which worried me but my car was able to be driven, it was the holidays and she did get back to me as soon as she got back. I was happy with the payout process, the rental process and the communication. They also refunded me for my car seats that were in the car at the time which was great. Overall very happy! Sorry to everyone else that has not had this experience though.
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.
In October 2023 my pick-up truck was damaged by vandals and required repair. I called AVIVA and spoke with Claims Adjustor. He exhibited empathy and understanding to my frustrating situation right from the onset of my claim. This made dealing with the incident so much easier for me on many levels. I was totally impressed at how friendly, proficient, patient and helpful he was in explaining the claims process with me and what was going to occur at each point. It was like he was anticipating my questions and addressing those issues before I asked him. After the repairs were completed I had a follow up question. I called Claims Adjustor and PROMPTLY received a call back. He answered my questions in an honest, forthright manner; which is a courtesy and respect I seldom receive when dealing with companies/corporations.
From my perspective as supervisor and manager for 20 years I can state that staff members like this not only represent their organizations in the best possible light, exhibit exemplary customer service skills and are “far and few between”.
My experience dealing with Aviva has been awful. Getting set up wasn't an issue, and everything was fine until I actually had to call them for something.
To sort out something SO simple - which was to get a written email stating that "After cancellation, this customer paid his remaining balance" I had to speak with 6 reps. The first 3 hung up on me within 5 minutes of the call. The 4th rep was ok, but still had poor customer service, and sent me an email (not the email I asked for, just a photo copy of a debit receipt) however a grade-schooler could have written a better email, this is despite him being the easiest to understand of all the reps I spoke to. Eventually, 4 hours and 6 reps later, I gave up on my letter and I'll never get that time back.
I was able to sign up for insurance again with a local company, have everything said and done in literally 10 minutes. How can a small local company have such superior customer service to Aviva with a fraction of the resources? Well all reps are local, no automated robots to fight with before speaking to someone, no language barrier, no scammy feeling, no attitude, no hassle. Aviva is a nightmare, please save yourself the trouble and look elsewhere!
There is a reason they have a 1 star rating!
If I could give them 0 stars, I would. The worst insurance company ever. The customer service is disorganized and unprofessional. The claims department is the slowest process and only creates more stress for their customers. I’d literally pay double or triple to insure myself anywhere else!!! Don’t waste your time or money here
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Aviva car insurance is the absolute worst. I have had such a terrible experience with them. Their customer service is the worst I've ever experienced. No one is ever available to answer your questions, you get put on hold and moved from person to person. From their brokers to those handling claims, it's an all-around discouraging experience.
Had a positive experience calling Aviva after my car was declared a write-off. Staff did a great job replying to emails and keeping me updated. It did take a bit longer than expected, but I was provided a rental until the case was settled, with good rates. Overall, was very satisfied with their help and knowledge.