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Review of the Aviva, Home insurance:

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Spring water

We have made a claim on our Aviva home insurance and there is so many loop holes we are getting no where. I am a wheelchair user and I’m unable to access my bedroom because of the leak under the floor as it’s rotten and I will fall through. Aviva have been no help at all and now we are left with a big hole. I would not purchase insurance from them as they try every avoidance tactic to get out of the claim. I would advise anyone not to purchase it from them. There is my brief complaint to them attached below. We had removed a swim spa which was empty and had been empty from Christmas time and the builder noticed there was a leak running water through the tanking for the house. We contacted you as soon as this was noticed on the 5th of August. In the meantime I had rode my electric wheelchair through the room where the leak was located and my wheel got stuck due to the joists being wet and rotten from the leak. When we contacted you for help you would send a plumber out from homeserve which we had purchased from yourselves with the policy. The gentleman came out and said there was no leaks from the water system from the house so he advised to get the water detection team to come out which they did they then stated there was no leak from the water system in the house. So we called you back and then was advised that we need to ring Severn Trent which we did they did there tests and stated this wasn’t a leak from a clean water source so wasn’t down to them. We have now got a plumber to come as advised by yourselves and he has stated that it’s coming from the tanking system of the house. But you have now said we aren’t covered we would be covered if it was a leak from an appliance but that is a contradiction because in the policy it states we are insured for escape of water and not a leak from an appliance. I’m disabled and this has caused massive access issues in to my bedroom and to the out door space. You have offered no resolve and we have now a hole and a floor that’s rotten that will fall through as the water is still running. We have a report from our plumber but that still wasn’t good enough. How can you leave a disabled wheelchair user in this state with no resolution. Sent a loss adjuster from Crawford name Michael Lam !! Totally useless promises to help total rubbish!! I have spring water running through my house which rotted the floor that I fell through in my wheelchair. I am permanently disabled and no sympathy or help from Aviva pay over £1200 a year for buildings and contents and it’s not worth the pay’s written on, I’ve had a professional Builder out and he says the spring water running down the hill straight into my house we have fountain that is damaging the foundations outside and I have had to have French strains fitted to stop it getting worse which has cost me £42,250 which I did not have with me not working through my disability. I had to borrow the money from somewhere to get the job done. to avoid any more damage I have my car insurance Travel Insurance pension have some contents insurance with Aviva. I will not be renewing any of these as they treat you like a robber!! so be very careful if you are getting your insurance through Aviva thanks for reading Michael Wood!! Reviewed on: 23rd September 2025

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