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Review of the Aviva, Home insurance:

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Appalling treatment of Pensioners

Appalling treatment of pensioners I have been an aviva customer for several years (both home and car insurance). I recommend them to my elderly parents for home cover. They had a water leak in their attached garage. They contacted aviva in June. A sub contractor (innovation), stated that they would need to dig to identify the cause. A £750 excess was taken. No digging was ever carried out, they came out several times and looked around, but no repairs carried out. The cause was not identified. They recommend my parents wait over the summer to see if it dries out. They leak continued to persist and worsen. They contacted Innovation and aviva again. Innovation came out and suggested that my parents must have "spilt" something and that they feel the issue is resolved. I rang aviva again today to state that the water damage is worsening and we are concerned about structural damage to the property. They stated that because the contractor has not identified any cause, then nothing further would be done. They will not/cannot get a second opinion and will not return the £750 excess that they took of pensioners and not resolved or even attempted to resolve the issue. The best they could offer was we could get an independent plumber (at our cost) and if a cause is found we could go back to them but no guarantee they will do anything about it. In short, they were happy to take a significant excess, with no attempt to resolve the issue (basically a call out charge) from an elderly couple. No warraning or explanation was given by Aviva or Innovation that this sum would not be returned even if no repairs took place. Appalling service. I will be cancelling all the policies I hold with them and have advised my parents to do the same. Reviewed on: 1st September 2025

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