Aviva Auto Insurance Reviews

The customer service is VERY BAD! Some representatives are rude and disrespectful. If I could give Aviva's customer service a rating of zero stars instead of one star, I would. I will never attempt to do business with them!

I am an optimist, when I saw the bad reviews that did not deter me from using Aviva as I often think that it won’t happen to me. I have now had two claims with Aviva, the first one was minor and not a bad experience. The second was terrible, in both cases we were the victims. My main issue with Aviva is two fold: 1. The communication is terrible through the claims experience
2. There is no customer service, and there is no attempt to offer even mediocre service. A small gesture can go a long way, Aviva doesn’t appear to know that.

The agent I talked to was very rude and disrespectful. If I can give negative stars I'd give this piece of trash company -10.

I have been with Aviva for 5+ years and I have had no tickets with only 1 not at fault accident 3 years ago. Our family was going through a really rough time last year and three of my payments bounced, but I always called back the next day to pay. Because this happened 3 times throughout the year (always paid the next day) they cancelled my policy through the mail. When asked if I could just pay the remaining all upfront they said no, you need to find another company. I’m left with now paying double for my insurance at another company. The way I was talked to and treated I felt very inhuman, not cared for or understood. They treat you like a number, not a human who may be going through a difficult time. Very disappointing.

This Aviva car insurance is such a waste. I had an accident and I requested for claim. It’s been more than 4 weeks now, and they are not giving any decision on the claim. Adjuster is not answering the call and even not properly responding back to the emails. To the every single email you send them she would just send you a statement “your claim is still under review we don’t know if we are going to accept it or deny it” this is a clear mental harassment. I have my car in storage with repair shop and I have rental car with me. If you want to save your mental health don't go with Aviva.

I received a bill related to my auto accident and I sent the info to my adjuster the same day. I did not hear back at all for 9 days, in which I left emails and a voicemail. The bill was due the next day, so I called in to the generic line and let them know my situation. They were able to get a hold of the adjuster while I was on hold within minutes. I then sent the details to the person I spoke with on the phone, and they sorted it out, not my adjuster. My adjuster then wanted me to call in to the payee of the bill to let them know why the payment is going to be late when it was 100% on their fault.

I received a different bill after the above situation. I sent to my adjuster the same day. Once again, I did not hear from them at all. I put in a complaint after 6 days of not hearing back to complain about the first situation along with this one. The customer care got back to me within 1 day, but I still did not hear back from my adjuster. I then heard back from my adjuster the next day (8 days after my initial email) which I can only assume was because of the complaint.

They say adjusters should reply within 24-48 hours. This is not the case. My adjuster literally did not return any communication until I sent a complaint in, and that was on the 2nd occasion of them not returning an email or call.

When I asked to see if they could provide anything for the complete lack of communication, they referred me to the ombudsman, which this clearly does not apply. The adjuster obviously doesn't care about their clients if they couldn't take a few minutes to let me know they've received the information I sent them. I've been a customer for ~13 years and will be changing insurance companies.

Very poor customer service. You’re lucky to hear from them once a week, dragging the situation out and absolutely low ball you. They sell you 1500 in car rental but can’t use it all cause as soon as they send you an offer they end all outgoing money in one week. Even if you’re unsatisfied. They also make it so hard to get a hold of that you just run out of time to settle. I run a business and will be sharing my experience with all business platforms that I am a part of so they don’t have my experience.

Called in Aviva this morning and was given the option to text, which I chose as it’s more convenient. Was really amazed by the unprofessional team running the chat. I have been working in customer service for more than 10 years and never experienced this.
The agent responded to my text saying-
1. Please advise them to send in photos time stamped for review. Thank you for using the Auto text chat.
2. Until we receive photos from the tow service team we can not make any decisions on additional repair coverage, we apologize if this is not the answer you were looking for.

Firstly, while I was chatting the agent just shut down the conversation saying thank you for using our chat whereas I was not done yet. Secondly, was given this blunt response apologizing if it’s not the answer you were looking for, where I was just asking n raising my concern on the claim.

REALLY DISAPPOINTED AND WOULDN’T RECOMMEND ANYONE TO USE THEIR CHAT SERVICE.

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?