I assumed, perhaps incorrectly, that being with Aviva Zero would mean being with one of the reputable insurers and therefore quite a decent and easy... I assumed, perhaps incorrectly, that being with Aviva Zero would mean being with one of the reputable insurers and therefore quite a decent and easy experience in terms of claims and customer service. However, not entirely so. When it came down to it it was business as usual in terms of customer service. I was only really ever able to communicate via chat messaging services or email, and never over the telephone. Then, when having to claim, this part was good enough - the person I spoke to was very nice and did their job extremely well when having to register my claim for theft related damages. However, one sneaky thing I wasn't expecting was that the excess is something like £500 more if I requested to choose my own Mazda approved dealer. So, I had to settle for one of their recognised ones. This was nice that it was local, but I suppose there's a reason why they have Aviva-approved garages. The most baffling thing for me though was their not wanting to offer me a renewal price at the end of the policy renewal. I've never known an insurance provider to refuse providing cover after 1 year (particularly as the claim was to fix 1 window and inner door panelling after being robbed) so it just left a bad taste in my mouth! Was it that bad of me to use a policy for what it is there for? Read more Read less

A truly horrible experience. Wanted to start a drawdown. No online option. Forced to endure a very lengthy phone call on a very bad line... A truly horrible experience. Wanted to start a drawdown. No online option. Forced to endure a very lengthy phone call on a very bad line with a man who talked too fast with an accent. Gave up trying to understand what he was saying and just kept saying yes to everything. Finally agreed the drawdown and a few days later had to read dozens of pages of documents online and complete pointless forms including having to copy a very long code by hand from one part of the form to another! Just hope the money arrives and never want to deal with Aviva again. Read more Read less

Very hard and slow to withdraw money from your Drawdown Account, It requires a lenghty phone call and takes up to 10 days to get... Very hard and slow to withdraw money from your Drawdown Account, It requires a lenghty phone call and takes up to 10 days to get the quotation email and then another 2 weeks after you've signed that! Read more Read less

I chose Aviva expecting peace of mind, especially with comprehensive car insurance, but my experience has been the complete opposite. After having an accident—which was... I chose Aviva expecting peace of mind, especially with comprehensive car insurance, but my experience has been the complete opposite. After having an accident—which was already stressful enough—I expected support, efficiency, and clear communication. Instead, it has now been over three months, and my car has still not been collected for repair, my claim appears to be endlessly “under validation,” and I have not been provided with a courtesy car. The lack of communication has been incredibly frustrating. Every time I call, I seem to get a different explanation or another excuse for the delay. It genuinely feels like the process is being unnecessarily dragged out rather than resolved. The whole point of paying for comprehensive insurance is to have support when something goes wrong. Instead, I’ve been left stranded, forced to spend significant money on Uber and alternative transport just to manage day-to-day life. I understand that claims need to be investigated properly, but leaving a customer without progress, without transport, and without clear answers for this long is simply unacceptable. Based on my personal experience, I would strongly advise others to think carefully before choosing this insurer. Read more Read less

I had purchased car insurance from this company for over 5 years,duiing which time I was involved in two accidents caused by other parties.I was... I had purchased car insurance from this company for over 5 years,duiing which time I was involved in two accidents caused by other parties.I was generally satissfied with the claims results obtained by this company. The reason I left was due to the price increase snd the lack of discounts for long-term customers.But I appreciated their service quality. Read more Read less

After having motor Insurance for the past 13months I wanted to change my car for a new one. Identical car apart from being a Manufacturer... After having motor Insurance for the past 13months I wanted to change my car for a new one. Identical car apart from being a Manufacturer Special Edition which is recognised on all Insurance companies as its been out nearly a year now. Tried doing it online (No) tried Chat Bot (NO) Tried Live Chat (NO) live chat then gave me a telephone number. After a ten minute wait Computer says no cannot underwrite that one. Car is a Lexus LBX (Nothing Special). Have found this company OK on price but when you actually want to talk to someone it's nigh on impossible. I wonder what would happen if you had a claim. Then took me 2 hours to arrange elsewhere. Not even an apology all I got was we won't charge you for cancelling . Read more Read less

Clear information on app, returns were excellent but slow to go through withdrawal process.

Very good insurance, although having to pay for extras wasn't great. The rest was a pleasure, including their carbon offseting scheme.

team dealing with my pension are very experienced and professional. their charges for providing service is reasonable