Aviva Auto Insurance Reviews

She doesn't know how to communicate with you and at the end day. My case is still unsolved & she declared it so unfair. Thinking to reopen my case.

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.

I'm a full-time caregiver managing and attempting to provide my dying mother the most love and attention I can her! But, here I sit on HOLD for such a damned prolonged time waiting upon AVIVA representatives to pick up! AVIVA had taken into their hands over $3,200 on our home and auto, (we're the type of folk that in 40 years have NEVER had a single claim!) ... anyways, what neglectful customer service when they can't even hire enough employees to tend incoming calls, I can only imagine the massive headache if I were to have a claim! Next year, I'm going back to one of the smaller regional companies that immediately answer their calls, even if that means paying slightly more on insurance rates! Last year, signing up with PC insurance was an easy and smooth process with short wait times, now though with calls being taken by AVIVA, the service has tanked! AVIVA, your client's time means something to them, obviously not to you, I'll be taking my future business elsewhere! YES, I'm STILL on HOLD! Yeah, yeah, they say to call between such and such hours when it's less busy for them. Well, I'm BUSY at those times myself!!

Once you give them your payment information, they charge you for anything that you want & there is nobody to answer you, no contact# phone or person who can be reached easily or provide you with a satisfactory answer.
Their offices, which have no valuables, money or... is more restricted than even military nuclear weapon facilities.
After a dispute with Aviva for baselessly charging me around $1,700, we decided to settle the dispute with a payment of $1,059.65 by Aviva to me.
I received the cheque from Aviva (which was sent wrong address) & deposited it in my account.
Shortly after I noticed a "Payment Stopped" by Aviva has withdrawn the funds from my account shortly after deposit.
Upon checking with the bank it was confirmed that Aviva has instructed to stop the payment.

Extremely difficult to communicate. Kept on hold for very long waits. Did not return calls. Unable to leave a message. Communication is extremely poor.
Even the associated garage validates their poor rating.
I will definitely not recommend Aviva to anyone.

Aviva's insurance rate is terribly low and rightfully so. Customer service is very bad. Very difficult to contact an agent. The agent does not return the message. Communication between customer and agent is terribly difficult.
I strongly do not recommend Aviva Insurance company.
They used to be good a few years and I would have given them a 4-star rating but have slid down to 1 star as far as I’m concerned.

They are clearly not trained in customer service. I explained my situation to someone, but they couldn't help so they transferred me to someone else who answers me with "but who are you?? I don't even know who you are" after I gave the first person my policy number and name.
Giving attitude on the line, cutting me off when I speak. Transfers me to my broker which was transferred to home insurance instead of car insurance. Also, if your car is older than 3 years, too bad you get used or aftermarket parts, no OEM parts (which was never mentioned). They're also arguing about changing 1 tire to a different brand than the rest, instead of changing the front 2. The most half-assed company. I had a claim with them in 2018 and when I returned the car (it was a lease) I had to pay $1000 because the bumper wasn't aligned properly.
The least professional company I've ever had the pleasure of dealing with. After my accident, a lot of people warned me about Aviva, and I will be switching company once my claim is done. After 10 years, good riddance. So disappointed.

Insurance CO’s obligation is to return your vehicle to its pre-accident condition. Does Aviva know?

Absolutely terrible service from Aviva. Go anywhere else for your insurance needs. When they owe you $, good luck getting anything. Good luck even getting a response. It's been a month since I received any communication from my adjuster. It feels like they have stolen my car and disappeared now.

We had a dispute about part of our claim settlement.

The Aviva Ombudsman's Office called. He admitted he didn't review our emails/calls beforehand and it was very clear he knew very little about the actual claim and kept bringing up things that weren't a part of the actual claim dispute but in a very condescending way.

When we explained what happened, he kept implying we were wrong because that's not Aviva's process. He just didn't listen, was totally unprepared and said he is helping us but wouldn't actually help us but argue semantics over words he didn't know the meaning of. (It was frustrating listening to him try to be condescending about diction when he didn't have to understand the vocabulary he was using and just kept repeating himself.)

We just wanted to get to the disputed part of the claim but he just wanted to talk about random things that weren't an issue. At first, I thought maybe he was new and just didn't know what he was doing. Everyone needs to start somewhere, right? We asked to speak to someone who would listen. He flat out refused to transfer the call but, despite what he'd say in his many monologues, he wouldn't help. I looked him up, wondering how someone could be such a bad listener and so unhelpful in his position. This guy has a senior position in the company and wouldn't help. This is his job! I don't believe this is a fair practice.

From my experience, the Aviva Ombudsman behaved unethically in this instance by not providing the support they're supposed to provide customers and refusing to transfer the call to someone who didn't want to argue.