Aviva Home Insurance Reviews

Customer for over 10 years (Auto & Home Insurance). I've recently had to call on 3 occasions and the wait times are unbearable. The shortest time I got through was 30 minutes, 35 minutes the second time and currently been on hold for 93 minutes and counting now. Hire some staff and begin to treat your paying customers with some respect.

Auto withdrawal allows AGR - AVIVA to withdraw and increase insurance premiums. I was told it was my fault for not paying closer attention to my monthly automatic withdrawals. Attempting to actually place my first claim in 32 years and being denied makes me a high-risk client, meaning expect higher premiums. When I asked for an explanation, I was told my policy had to be reviewed. No offer of being reimbursed 1300 for overpayment. It was all my fault for being preoccupied taking care of senior parents, children, work and community. Lesson learned, don't allow pre-authorized withdrawals.

We had a flood in our house and were treated badly, which caused us physical and emotional harm. No consideration was given to our needs.

6 Months ago I had a small flood (just under the hardwood in the basement, no water visible). I contacted the insurance company and they said they will send someone ASAP - and I chose their trusted contractor (My contractor said 2-3 weeks TOPS to repair/remove the hardwood/paint). 6 MONTHS LATER - I am still waiting for them to finish. The adjuster is horrible and did not reply for weeks at a time, I called them numerous times and went straight to voicemail. Kristen was most horrible adjuster I have ever spoken to. I even tried to contact another adjuster just to be met with voicemail and no response. I even escalated 3 TIMES over the phone to talk to a manager - NO ONE RESPONDED TO MY REQUESTS. Now I am sitting here just waiting, looking at my unfinished basement after 6 months of the claim going through... THANKS, AVIVA!

Customer for 12 years. No claim ever made. Cancelled policy last year July 2017. Received a letter from Aviva March 30, 2018, indicating I owed for last payment of $162.06 and if not paid in 15 days my account would go to collections. Instead of admitting their mistake, they blamed my banking institution. No attempt was ever made to withdraw for last payment. Placed a stop payment on my account on September 30 as Aviva indicated cancellation was in effect then. In 9 months they didn't contact me to inform me money was owed but yet don't hesitate to threaten me with collections. Payment will be made but not until I report them to the Better Business Bureau. I can't even imagine how they would handle a claim. Thank God I've left them.

Aviva is the worst insurance in Canada. Bad customer service, not very professional. Not helpful at all, they are a waste of time. Please do not waste your time and money with this company. I won't give them even one star.

Beware of this company. I have sold my house and cars in Ontario. Cancelled my policies. Re-instated insurance on a house and a vehicle in PEI. Got a phone call from Aviva that my rates were going up, so I checked my automatic debit payment. To my shock, I discovered that this company was double charging from Ontario account, and now my PEI account. After three hours on the phone, some idiot finally found a problem. He said it will take at least 15 days to get my $1200 back. Great way to treat an old age pensioner.

Horrible and rude
I have 2 policies with this company. One is owner occupied and other is rental property.
I had ice daming on my owner occupied property not rental. Took 3 days for the emergency contractor to come look. Arrives and sends his findings to the insurance company. After a week back and forth and told emails will be sent I hear nothing... until today. Where I get a call to tell me that my claim was rejected at my policy number (that referenced my rental property) staying I don’t have ice daming coverages on that policy. I advise them it was my owners until separate property and policy she tells me she sees that and will call me back.
Well she calls me back and tells me yes you do have ice daming coverage on my owner unit but the emergency contractor stated it was wind and rain that caused it and not ice daming.
I knew she was wrong cause she was putting contractors worked to what type of policy I had. Doing everything they could not to pay out.
Well lawyer is called. I have it all taped cause I know better when dealing with insurance companies.
Lawyer listen and asked to to call or email them back and ask why their caused changed comlairex to your policy.
I got an email 30 mins later saying they are approving the claim after looking at the weather and findings..
why should I have to contact my lawyer? Why do they push you that far?

Made a claim with them, did the legwork of putting together an excel spreadsheet of my stolen property including costs and age of everything and still 2 months later nothing settled. I send them emails with no replies and get answering machines when I call. Bottom line try another company even if you have to pay a bit more because when you have a crisis you don't need the extra stress of dealing with a company unwilling to help. Your paying for a service and you should get great service, but not here. I had the same issue with my automobile claim last year Aviva caused me more stress and depression in the end.

I wish I had read some of these reviews prior to switching to Aviva last August. If my experience arranging for a new policy is any indication, I sure hope I don't ever need to make a claim! Two hours on phone getting quote... Not a simple policy, for two properties, three autos and a boat, so I don't begrudge this time spent at all. I provided much detail about the properties, including outbuildings, and the boat - just a small runabout but we want to ensure there is liability coverage. Placed on hold several times while the agent spoke to underwriting for clarification. Again, no problem, in fact, I commented that I appreciated the agent being so thorough. Left with a list of info to provide - driver profiles for my daughters, serial number for the boat, mortgage #, etc. Five days later called back to provide all of the above. Not a quick call. Many of the same questions asked, as though info had never been entered in a file. Finished call satisfied, however, that all would be in place, policy bound, payment arranged... Based on this, arranged to cancel with the current insurer on the renewal date. Since then: NOTHING received by mail (despite expressions of shock every time I tell Aviva CS this, and in fact incredulity - "Well, did you check your mailbox?" - seriously???). Policy documents posted on Myaviva website do not reflect coverage promised both over the phone and clearly documented in emails from contact@avivainsurance.ca. Repeated requests for additional information (that has already been provided), then a demand for a marine survey of a 16' runabout (again, all pertinent details provided - never mention of the marine survey). Most recent call one hour in length, again answering the same series of questions, again a comment, "I'm sorry, someone clearly has not done their job here, I'm going to make it right." Borders on fraudulent behaviour - make promises, get customer under contract, ignore promises. The couple of hundred dollars I've saved are far outweighed by the time wasted and the fact that I have no assurance in writing at all that I have the coverage I've been promised over the phone and email. Shameful.