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Aviva Complaints

At Smart Money People, we use the power of your reviews to help change financial services for the better. It can be extremely frustrating, and often expensive when things go wrong - whether it be car insurance, pet, life or home insurance, or one of...

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At Smart Money People, we use the power of your reviews to help change financial services for the better. It can be extremely frustrating, and often expensive when things go wrong - whether it be car insurance, pet, life or home insurance, or one of the other policies from Aviva. You may even be experiencing problems with your pensions or investments from Aviva, and when things don't go quite to plan, sometimes you have to escalate your dissatisfaction with a company. That's why we want to improve the way that companies deal with complaints from customers.

Read and write public complaints

Smart Money People was launched in 2014, and is dedicated to helping consumers get the inside track into the financial services industry. That’s why we’re now offering public complaints. With the help of your complaints we can help make the financial industry work better for everybody. Here’s how:

Voice your complaint in a public forum
Help others and drive real change
Have your complaint sent to Aviva

We believe that your complaints can help other consumers get the inside track on what being a customer with Aviva is really like. That’s why, by sharing your public complaint with us, you can start to help other consumers make better decisions today. You'll be helping us to drive real change by increasing trust and transparency in the financial services industry.

How do I make a Aviva complaint?

We’ve got the simplest (and quickest) way to leave a public complaint. Once you’ve submitted your complaint, we’ll pass it to the complaints department at Aviva. Your complaint will also be displayed publicly on Smart Money People, the UK's review and insight site for financial services, which will help others who might be having similar issues to yourself.

Aviva currently has a score of 4.19 / 5 on Smart Money People.

Disagree with this rating? Your complaint will help to influence this rating, so let your voice be heard and share your experiences with everyone. It’s quick and easy to leave your Aviva complaint below, and we’ll never pass on your details to anyone other than Aviva.

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See what other people like you have said about Aviva.

19th September 2018

DO NOT BUY INSURANCE FROM AVIVA!!

Do not buy insurance from Aviva!...

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Do not buy insurance from Aviva!
Worst company to deal with when you submit a claim.
2 months since a car accident where the other driver was at fault and charged and I still have not received a penny for my vehicle which Aviva wrote off.
On July 27, 2018 I was involved in a car accident where the other driver came out of a side street and side swiped my vehicle. Police was called, and the other driver charged since he was clearly at fault. Police filed a report, and, in turn, I submitted a claim with Aviva Insurance same day. Found out other driver has same insurance company. Aviva wrote off my vehicle though damage did not seem extensive to me. They low balled the value of my vehicle ($8,000 CDN). I made an argument that it should be more ($11,000 CDN) and submitted repair/upgrade bills to make my case. They responded that they will investigate but also pressured me into giving up my rental car within 5 days after the accident though rental cost were way below what I was entitled to. I was subjected to 2 lengthy interviews by Aviva that were more like interrogations questioning the accident and costs. Asked for a detailed written report from me and asked for a witness signature, Commissioner for Oaths, which resulted in lawyer fees. Before I obtained the signature, I sent a filled-out form (that had no instructions) to Aviva requesting a review to ensure it was completed correctly so it would not be rejected. Review came back good. I got the signature and submitted the form. It was rejected within 3 days by Aviva. Reason: "said loss was caused by" should have said "Collision" while I wrote in "Improper left turn by other driver". I refilled it out and got a new signature which resulted in more lawyer fees. 2 weeks since I submitted and still no response. I phoned the Aviva representative several times. No response and left voicemails. It is now Sep 19 and almost 2 months since accident and no compensation from Aviva.
Next stage is to get a lawyer and start litigation.
I have had insurance from Aviva for just over 10 years and paid them over $60,000 CDN in fees and this is how they treat you when you make a claim, and not a large one at that.
I have since cancelled my cars insurance, house insurance and cottage insurance with Aviva.
DO NOT BUY INSURANCE FROM AVIVA!

19th September 2018

DO NOT BUY INSURANCE FROM AVIVA!!

Do not buy insurance from Aviva!...

Read more

Do not buy insurance from Aviva!
Worst company to deal with when you submit a claim.
2 months since a car accident where the other driver was at fault and charged and I still have not received a penny for my vehicle which Aviva wrote off.
On July 27, 2018 I was involved in a car accident where the other driver came out of a side street and side swiped my vehicle. Police was called, and the other driver charged since he was clearly at fault. Police filed a report, and, in turn, I submitted a claim with Aviva Insurance same day. Found out other driver has same insurance company. Aviva wrote off my vehicle though damage did not seem extensive to me. They low balled the value of my vehicle ($8,000 CDN). I made an argument that it should be more ($11,000 CDN) and submitted repair/upgrade bills to make my case. They responded that they will investigate but also pressured me into giving up my rental car within 5 days after the accident though rental cost were way below what I was entitled to. I was subjected to 2 lengthy interviews by Aviva that were more like interrogations questioning the accident and costs. Asked for a detailed written report from me and asked for a witness signature, Commissioner for Oaths, which resulted in lawyer fees. Before I obtained the signature, I sent a filled-out form (that had no instructions) to Aviva requesting a review to ensure it was completed correctly so it would not be rejected. Review came back good. I got the signature and submitted the form. It was rejected within 3 days by Aviva. Reason: "said loss was caused by" should have said "Collision" while I wrote in "Improper left turn by other driver". I refilled it out and got a new signature which resulted in more lawyer fees. 2 weeks since I submitted and still no response. I phoned the Aviva representative several times. No response and left voicemails. It is now Sep 19 and almost 2 months since accident and no compensation from Aviva.
Next stage is to get a lawyer and start litigation.
I have had insurance from Aviva for just over 10 years and paid them over $60,000 CDN in fees and this is how they treat you when you make a claim, and not a large one at that.
I have since cancelled my cars insurance, house insurance and cottage insurance with Aviva.
DO NOT BUY INSURANCE FROM AVIVA!

2nd September 2018

Wanted to up my Pension each month

Made a request to raise the amount of my Pension each Month.. never instated. ? phonecalls are left on Hold.. for 20 plus minutes until someone answers then its the wrong department, then same again left hanging on.. Fraustation is the Word! ...

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Made a request to raise the amount of my Pension each Month.. never instated. ? phonecalls are left on Hold.. for 20 plus minutes until someone answers then its the wrong department, then same again left hanging on.. Fraustation is the Word! Incompetent, Slow, deaf.. what is it?

28th July 2018

Worse Customer Service than BT (and that's saying something!)

If you can ever get hold of anyone, it takes 40 minutes. You then find yourself being passed onto someone else. (And therefore back in the queue) Their complaints team are slow, defensive and obtuse. Nobody seems to know what they are doing and you...

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If you can ever get hold of anyone, it takes 40 minutes. You then find yourself being passed onto someone else. (And therefore back in the queue) Their complaints team are slow, defensive and obtuse. Nobody seems to know what they are doing and you will never get a straight answer to a simple question. Avoid like the plague.

10th May 2018

Third party hit my vehicle

I was at a sheesha bar and staff notified customers a vehicle matching the description of mine was damaged. I rushed outside to see my vehicle rammed by a third party stolen vehicle and police at scene. My vehicle was a brand new car but i had bought...

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I was at a sheesha bar and staff notified customers a vehicle matching the description of mine was damaged. I rushed outside to see my vehicle rammed by a third party stolen vehicle and police at scene. My vehicle was a brand new car but i had bought it from a auction and got it repaired but i wasnt the best at filling away all reciept. I also serviced from Mercedes and really took pride in looking after it. The police advised me to contact my insurance company as i was screaming my head off about what had happened. Later that night i got around to telling aviva what had happed, gave my crime ref and they started from the start of claim giving me inccorrct advice. They explained to me first i was entitled to a standard courtesy car because i had no driver details. After thought the next day i rang back explaining i wasnt in the vehicle at time
Of accident so regardless its not my fault and the fact vehicle was stolen as i found out from
Police. They then changed their story to giving me a like for like vehicle. After agonising long stretch of me waitiing they decided to investigate mainly because i think of the value of the vehicle and the fact they wanted nay excuse not to pay me out. I coopearted as much as i could and at the time could not find reciepts due to my lack of organisation skills however they kept penalising me the fact i never had the vehicle repaired to a good standard, never had recipts at that specific, damage from the accident was inconsistent and that my emails provided were not mine and declined my claim. They also called my claim fraudulent indirectly by outlining their terms relating to cancellation if policy and if a claim is invalid or exagerated.I complained and explained addressing all the points however they maintained their stance due to
The high amount of pay out it would result in. I have proof of my vehicle as in perfect condition but upto their specifications it wasnt although mercedes never ever mentioned any major problems when servicing. Overall i would say PLEASE DO NOT TAKE OUT INSURANCE WITH AVIVA !!!!! They literally look for excuses not to pay out especially if its a new car and it will cost them fair amount. I would never ever take any policy out and will recommend to everyone not to take out any policy with aviva. I realised by my experience and further by researching amd found aviva is known for such scandals. If only i had researched before taking out insurance. Now i will be going to Financial Ombudsman Service. Please share my experience with all family and friends. I was gutted with my experience and heartbroken. They left me hopeless with no support and made me feel so vulnerable and it took me 6 months to mentally recover of the accident damage and their responses.

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