Aviva Auto Insurance Reviews

If I can give lesser than 1 star, I would not hesitate to do so. Someone hit my parked car and Aviva adjustor decided to do a write-off on the vehicle. They gave me an insulting low value for the settlement. I thought it's a joke. I had to justify the increase in my settlement. To make matters WORST. The claim adjuster does not get back to me in timely manner with my inquiries. I called and emailed multiple times, but I got NO response. When I tried to deal with another adjuster, I had to stay on the phone for 30 minutes before I could talk to a person. I deem the experience with Aviva to be, "This is the settlement, take it and leave". I am done in dealing with AVIVA INSURANCE.

Aviva is not my insurance company, they are the insurance company of the person who rear-ended me. We exchanged insurance information, and when my insurance company contacted Aviva, the Aviva agent said that they could not find this person's insurance policy in their system. Since this person was uninsured, I contacted the Police and submitted a report on the person who rear-ended me, saying they had no insurance. Just think about that for a moment, your insurance company, who you have been paying money to, and who you have a policy number with, claims to have no record of you. This leads to a police report being filed and the police coming to your door to charge you with failure to have insurance. I was also planning on suing this person for damages. After the police investigation, it turns out this person DID have insurance, and it WAS with Aviva, and it was under the EXACT that the person had provided. Stay away from this company, if you are their client they will "throw you under the bus"!

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.

Avoid this insurance company like the plague!!!. Tried three times in one week to get a temporary insurance slip for a new vehicle via e-mail, they could not even do that right. Had to eventually have them fax it to the dealership! My eight-year-old granddaughter knows how to send one! Every time you try to contact them, they place you on hold for at least 45 minutes. They think we have all the time in the world to wait. This insurance company is a JOKE!

Aviva acquisition of RBC Canada ruined my RBC experience in 2 ways.
They increased my premiums and in return their customer service gave me attitude! Switching all my insurances to others is way to go!

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 shared a car with my brother over TWO years ago. That car was a beater and eventually stopped working. I moved the insurance from that car, as I was the owner, to my new car. They told me my brother's name must be transferred with mine. At the time, it was a few hundred dollars over a year and they wouldn't budge on removing his name so I thought I had no choice but to agree. I DO NOT LET MY BROTHER DRIVE MY CAR. My mom refused to take him on as well. My brother is mentally ill and does not work. He has no money to provide to me for me paying his insurance. Now, my brother's premium has gone up magically to well over a $1000 a year even though he's only an OCCASIONAL driver on the policy and not a driver at all in real life. I did my research and found out that the Ontario Insurance Act provides for a way to exclude a driver under special circumstances which after speaking to various people, Aviva/RBC agreed to do. Not a month later, I got my "new" package and he has been added onto my policy. WITH NO EXPLANATION. Even better, my premium has gone up YET AGAIN!!! I'm in my early 20s and I am not made out of money. I called to find out what's happening. Apparently, my policy is under review with an underwriter AND the underwriters don't talk over the phone or e-mail. THEY DO NOT TALK TO THEIR CLIENTS. THEY JUST MESS AROUND WITH YOU. I got a letter in September saying my policy is going up, got a letter in October saying they have excluded my brother and it's coming down and NOW IT'S GOING BACK UP AGAIN. WHY? They can't come to the phone to explain. Regardless, stay away from them. I am looking for a new car insurance company.

I have never write the bad reviews in my life, but this is the worst customer service experience I ever had. I finally got the estimate after four weeks I reported the claim. They are dishonest, ignoring your phone call. I have to call them everyday to get update information. Honestly. Don't choose this insurance company. The money you pay is not worth it.