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Aviva: Health insurance reviews

Name: Health insurance
Rating: 1.94 (189 reviews)

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1.83

Based on 189 reviews, last reviewed 5th Sep 2025

50% decrease in 5 star reviews

in the past 90 days

50% decrease in 1 star reviews

in the past 90 days

19%

71%

Latest highest rating:

5

Reasonable cost, clear communication, I have had thi... Reasonable cost, clear communication, I have had this account with them for the last 9 years and have no complaints so far - luckily I haven't had to ... Read more Reviewed on: 5th September 2025

Latest lowest rating:

1

Discussed with the level of care been waiting 3 week... Discussed with the level of care been waiting 3 weeks now got an NHS appointment quicker Reviewed on: 4th September 2025

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About this product

Aviva health insurance helps pay for private medical care for short-term injuries or illnesses.

You'll have access to a range of private hospitals and facilities that include Circle, Nuffield, Spire and NHS private units. Aviva won't increase premiums at first renewal if you haven't made a claim that's reduced your no claim discount level.

Aviva health insurance reviews help you find out what it’s really like to be a customer. If you’ve used Aviva before, you can also leave a review and share your experience.

Aviva Health insurance reviews (189)

Review of the Aviva, Health insurance:

Horrendous. Utterly diabolic!

Horrendous. Absolutely horrendous. A nightmare. Utterly diabolic system, specifically designed to put your in constant stress, strain and struggle, so you run out of energy and give up. I have been having Aviva health insurance policy for a few years at the time I had to make a claim. Everything was fine while I paid, its a big company, so you kind of thinking you are protected, they have such a nice and shiny web site… Then when you dare to make a claim, this is where a nightmare starts. 1. No one picks up the phone for hours. Literally, for hours. No customer service presence EVER. The phone automatic msgs constantly says they are extremely busy, whatever time and day you call. You need to wait at least 45 mins on the phone to get throgh to the real person (thats the quickest I ever managed to get through after my many efforts) Im pretty sure this shortage on staff and responce is there deliberately. 2. Once you made a claim on their web site, and added all supporting documents, including GP referral and previous tests and scans (its mandotory before they even look into your claim) they suppose to contact you within 7 days. Guess what? Noone does. You have to chase them. Again. Call and wait for hours or try to get throgh their chatbot on the web site. 3. The chatbot is another nightmare. Everything is made to kick you off and not get you through to the real person. It is really hard to get through their automatic system. Sometimes just impossible. It is also, Im sure, made deliberately. 4. Once you made a claim, they will start looking for anything, literally, anything in you medical record to reject the claim. Trying to say its pre existing medical condition and etc. They try really hard, mind you. 5. Once you managed to get through these previous steps, and your claim was accepted, you still cant go to the consultant, no. They need to AUTHORISE your treatment. Otherwise its not gonna be paid for you. And this is your owns fault if you went to the doctor before they authorised any treatment in their system. They also choose a hospital for you and provide you the names of the authorised consultant. Only after this you can call to the hospital and book the appointment with a consaltant they choose. 6. Same steps happen with everything, every appointment or test you need to make. Whether its scans or tests or doctor consultations. Time flies by, appointments are not happening immediately, and here we are many months after without health issue being solved or any real result. ;) Congrats. 7. After months and months of struggle with their system, my surgery have been eventually postponed by the Spire hospital on the last day before the actual surgery. 3 weeks after the surgery assesment they suddenly decided I have to go to see a cardiologist and a GP, just to make them feel safer with what they do. ;) I have done this. And guess what? To the time I have done this (it was another month or so) the consultant who was suppose to perform this surgery just left this hospital ;))))) The end. At this point I could stand it no more! So I went to Russia (this is where Im from), and in 2 weeks there they have done all the tests and scans from scratch, prepared me for the surgery and performed the actual surgery. Done. And guess what? It was free. After this I canceled this ridiculous, torturing insurance and never looked back.) Eveything is hard, to the extent, its too much effort to make anything work. This is made deliberately by Aviva, to kick you off when you need them and cynically get their profit. And when you having health issues the last thing you want is more stress, struggle and palaver in your life. Having health issies is streessful enough. Then Aviva just adds more streess and struggle in already very hard circumstances. The whole reason of having private health insurance in the first place, is to have a stress free healthcare and fast specialist appointments. This is not what this is about. They just take your money and dont care about the rest. They dont even pick up the phone. Reviewed on: 17th January 2025

The poorest customer service I’ve experienced

The poorest customer service when you need to make a claim. If you use their Aviva app as they ask it takes min 72hrs for a response. Alternatively you telephone and your wait time is between 25-30mins for an answer. No apology for your long wait is offered and the speed, efficiency and competence shown by then is totally unacceptable. Having been with Saga previously I’ve been over promised by Aviva Health they were comparable if not better. Sorry I moved my Healthcare business to them. Even when you get through, you are placed on hold continuously even when you are just updating them following your consultant visit which they insist on. I’ve complained and told there was a 3 day SLA before anyone contacts me to discuss. Received no phone call after 7 days, got email saying they are investigating and will return. Not sure how given no-one has even taken the time or trouble to call. So poor. Reviewed on: 9th April 2024

Waste of money

I have an urgent referral, the first appointment they can provide is July (3 months away). They are almost impossible to contact, the chatbot sends you round in circles, never providing an answer. The update on "my claim" forms aren't responded to and it's a 45 minute wait on the phone. Absolutely hopeless. Reviewed on: 4th April 2024

AVOID AVOID AVOID - WORST HEALTH INSURANCE COMPANY EVER

Worst company ever to deal with, looked for every excuse under the sun not to help me when I needed them, I suffered for 2 years and they fobbed me off completely when it come to honouring my Health Insurance policy. Contacting them is useless, lthey leave you oh hold and then you get cut off. Tactics to delay and delay and not honour their insurance policy. Please avoid them, ive now switched to Bupa and it costs us £10 a month more but at least they are 10 x times better. Avoid this company and their policies like the plague, all they are interested in is taking your direc debit each month and when you need them, they do everything they can to dismiss you with any get out clause whatsoever. AVOID AVOID AVOID BE AWARE!!!! Reviewed on: 19th March 2024

Categorically the worst customer experience!

Categorically the worst customer experience I've had of any major compny. Expect minimum 30 mins hold for any call whether it be claim, customer services or other. Policy is misleading and customer agents are poorly trained and informed leading to confused and frustrating conversations. I had bogus claims appear on my file for things I'd never discussed with Aviva, and painful, relentless conversations with amateur call agents trying to get these resolved, and to get clarity on my account. Happily cancelling and would strongly advise to avoid like the plague! Company is too big. A classic 'shady' insurer, profit driven with little to no customer support. Reviewed on: 14th March 2024

Impossible to deal with -

Impossible to contact (30/45 min wait on phone), only then to be told that the answer is on the website (which it wasn't). They lost documents. They refused to speak to me about my wife's claim saying that she had not authorised it (when she had - and they later accepted that fact). AND READ THE SMALL PRINT. the standard policy only allows £500 for outpatients visits. So that is £250 to see the surgeon before and £250 for a check up after - and that is your £500 used up. Other check up visits to the surgeon/ physio etc are not covered. If you are wanting health insurance look at BUPA - same price and full cover. Reviewed on: 12th March 2024

Aviva are Unresponsive and unprofessional

I sent a claim to Aviva by email and I got a response from their office in India with a poorly worded email asking for more details of which I did send back. Since then I have gotten no updates on my claim and not even a claim number / reference despite me emailing continuously asking for an update. It's been around 2 months now . This is very unprofessional and extremely disappointing seen as though I am paying for this service. I am now going to complain to the financial ombudsman. Reviewed on: 2nd March 2024

Impossible to contact

Impossible to contact by phone and no response to web enquiry after 4 days. Pointless. Wasted money. Time to move supplier Reviewed on: 23rd February 2024

Worse than poor

I have to agree with all of the negative reviews I’ve read so far. If you need medical attention, I can’t imagine a more depressing process than the shambles of a service that Aviva have provided for my wife and myself. They keep you at arms length with useless bots answering calls and all other contact being painfully slow or not happening at all. Reviewed on: 22nd February 2024

Impossible to contact

It's not much good if you can't actually make a claim because they won't pick up the phone. 90mins on hold so far! I could train as a doctor myself at this rate... The automated system said they would call back, but that never happened. They only email you from an address that you can't reply to and tell you to fill in an online form, which they then don't respond to! Something seriously wrong at Aviva. Reviewed on: 9th February 2024

Need reporting to ombudsman.

I’ve had this health insurance since December 2020, never claimed with them, in November 2023, I enquired about a health problem. I could not get through , for days, plus, left on hold for unacceptable time, and more frustrating, when the recorded message says they will be with me shortly!! When I managed to get through, the lady was harsh, and rude, I was only really enquiring, as I didn’t know what I was going to do. I ended the call, when the lady told me abruptly, just answer yes or know!! I cancelled my direct debit . One funny thing is, ring aviva , as if you wish to purchase health insurance, guess what, they answer immediately. Imagine having bad news regarding your health, and Gou through the additional stress trying to speak to these people. Absolute disgrace of a place. Took all that money, no help whatsoever, not just me either, by the looks of things. They need reporting to the ombudsman, I may still do that. Reviewed on: 8th February 2024

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Aviva: Health insurance reviews

50% decrease in 5 star reviews

50% decrease in 1 star reviews

Latest highest rating:

5

Latest lowest rating:

1

About this product

Aviva Health insurance reviews (189)

Horrendous. Utterly diabolic!

The poorest customer service I’ve experienced

Waste of money

AVOID AVOID AVOID - WORST HEALTH INSURANCE COMPANY EVER

Categorically the worst customer experience!

Impossible to deal with -

Aviva are Unresponsive and unprofessional

Impossible to contact

Worse than poor

Impossible to contact

Need reporting to ombudsman.

Do you have a different Aviva product?

Want to see more from Aviva?

Lifetime Mortgage

Landlord Insurance

Pet Insurance

Join Smart Money People

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