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Keith E

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Review of the Aviva, Home Insurance:

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Untrustworthy. Uncaring. Appalling.

Had a month of hell with Aviva Home Insurance. Their contradictory advice and comments necessitated hours on the phone every single day for over 3 weeks. They will find excuse after excuse to decline your came. The Complaints Dept are as bad as the Claims Dept and refuse to answer your complaints, even when put in writing. They simply do not care about an elderly disabled pensioner, who has a leak in her roof. Everything is put down to wear and tear, no point paying over £800 a year for insurance. Quite frankly the worst treatment ever, by an untrustworthy company. Do not insure with Aviva. It is far too stressful and a waste of money. Reviewed on: 6th November 2024

Review of the Aviva, Home Insurance:

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Disgraceful treatment from Home Claims

We put a claim in for a kitchen roof that leaked owing to the record amount of rainfall in Sept 2024. Originally they agreed there was enough rainfall to call it a 'wet storm' and put the claim to the next stage. They then sent a Surveyor out and on his arrival he said the claim will not be put through, this was before he even inspected the roof. He said there was not enough wind! Then, without permission and asking him not to, he climbed on the roof, and then caused more damage. Then said it was all wear and tear. We were on the phone 18 consecutive work days, for hours and hours each day, to be told different reasons for declining the claim. Over 25 hours of calls. They also admitted no liability for the extra damage caused by someone they sent out. The Managers at Claims failed call backs for over a week and when they eventually did call they denied everything, saying somethings didn't actually happen despite us having witnesses. This is the home of a rece tly widowed, very elderly, vulnerable and disabled person. The Claims Dept showed absolutely no compassion or care whatsoever. After we made an official complaint about it all, the Claims Complaint team almost blamed us for wasting their time! The entire thing was a quite horrific experience, and extremely stressful, day after day. I have to say that Customer Services were very nice, and Mangers in that Dept called it "unacceptable" and "unbelievable". Unfortunately they have no say in the Claims Dept.! Do not insure with this company as they will try anything to decline a claim if it involves any sort of roof leak. We also believe they are untrustworthy Reviewed on: 26th October 2024

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