Aviva Reviews 

Very appealing price, easy enough to arrange on line

Easy to get a good quote but had problems logging into the site to register as my existing account wouldn’t let me. All sorted with the help of an advisor.

It is faster any others

DO NOT INVEST WITH AVIVA IF YOU EVER WANT YOUR MONEY BACK!

In Nov-25 I informed Aviva that I want my private pension plan be liquidated and paid. I aimed to invest it into a flat. Then they guided me that after filling in the "overseas payment form" it would take 5 working days to receive the money:

Today:
- 50 hours I invested in accomodating their requests
- 47 Emails with or without attachments
- 20+ people in admin department, legal and payments department
- 10 calls with hours on hold
- 10 months of my life
- a lost downpayment
- 500 Euros for notarisation of documents,
= STILL DO NOT HAVE MY MONEY!!!!

This organisation makes all the touchy-feely social media posts but really, they do not give a flying ... about you as a customer. Their "admin dep." knows nothing, does not acknowledge docs you have sent, sends you the same standard mails again and again KNOWING they do not fit your case, their payments team is in total disarray. No accountability, nobody responsible for a matter, no interest to solve a matter. Their complaints team changes staff more often than I do my underwear and they have zero authority over other departments.

This company is so poorly managed. It makes the nice sounding claims of "trust" and "customer orientation" when internally they have a culture of disdain for the disturbing customer. One could get the impression that they just do not want to give you your money back!! Whoever manages this company they do a ... job! Mostly its not the people but the technocratic top management that sucks. Staff just executes procedures like humanoid robots afraid to handle cases that deviate from the process and the forms they send you.

Fun-fact: They make you listen to Vivaldi's "four seasons" when they put you on hold. Unfortunately only 30 seconds of it so you listen to the same part about 20-30 times. And this for almost 20 years since I have been with Aviva.

Please reach out! There must be other people being f-ed over by Aviva! I am contacting a lawyer now. Not sure they have collective actions in the UK but we could exchange experiences and evidence that this is systemic and intended failure?

pls find my comments on facebook and send message there.

Update 1:34 pm CET: One should read their reply! It is so symptomatic for their total organisational failures! „Their rules“ disallow them to do xyz. Who gave them these rules? They did! They tied themselves prima facie for „our protection“ while really all these „rules“ are for is to hide behind them and deflect responsibility! „Uh, we could not do better because our rules say xyz“. It’s a bit like the bureaucrats in a dictatorship „it’s not my fault I was just following orders“! But, these rules are even better: Nobody gave them in person, right? Perfect!

Very reasonably priced insurance with lots of cover, would recommend.

Easy to see cover and any add on options with monthly and annual prices clearly detailed.

Online quote to payment. Asked to call to provide further information. Called said 45 min queue. On hold for 1hr 40 min, still not through. Tried again later too busy no one to take the call. Tried next 3 days every 30 mins, still no one to take the call. Day 4 after another 1 plus on hold finally answered. In between right chat bot, useless could not help. Got in a human chat, could not help. Gave email address, emailed, never received a response. Once through call handler was good, emailed required information. Once verified, a link to pay was emailed. Link did not work. Tried chat again, useless, robot and human could not help. Gave me another number to call finally got through and payment made. Call centre numbers, no queue updates, have to listen to full message then told nobody available try again. Obviously nowhere near enough staff to manage the amount of calls. Very frustrating to deal with, lost a massive amount of time.

Easy to use website and competitive pricing by a trusted company.

Tedious on line application - had to reset my password 3 times.

So far so good. Good website.
Easy to sign up.

Aviva look after my finances and now my house insurance. They wouldn't be in business very long if they were rubbish. So give them a go and see how they compare.

How disappointing it is to find that the business model that has been adopted by Aviva frustrates so many of its customers compared to when it traded as Norwich Union. My experience turned out to be a total debacle from the offset. Having paid up front for a motor insurance multi-car policy, there was no welcome letter only a message to ask for proof of NCD on one of the vehicles. Promptly sending proof to the NCDVAL team by electronic photograph, I’m informed that there was a requirement to send in a a copy of the renewal proposal letter, so having sent a scanned copy of the relevant parts of the documents, Official headed letter, the date of the termination of the current policy etc. This request was then repeated by the NCD department and this resorted to the identical letter initially sent asking for the proof of NCD for the same vehicle. They also stated that the NCD of my vehicle was validated but my wife car was was not. The only scanned documents sent contained the same information, my Years of NCD entitlement, my wife’s NCD the same. Still not acceptable?? Went on the live chat as advised and was cut off twice with different agents(search your transcripts) so contacted Customer Services(CS) by phone who gave me advice on how to proceed stating that they could not access the documents, but functioned on messages received from another department! Not ideal customer services when they can’t access documents to appreciate the sticking points or explain why the proof of NCD is not satisfactory. After a few different attempts with trying to get an explanation so I could action it, I was told to contact UKDI Support, by email, So the same documentation was sent to them, they in turn promptly instructed me to send any proof of NCD to NCDVAL again. Bearing in mind that the scanned documents were no different at all than those sent the first time, I contacted CS again who promptly told me that he would put me through to somebody who could help…I was answered by a person that couldn’t fathom out why I was put through to her number(in Britain)?
Wrote to UKDI Support and asked that if this appalling stressful situation could be resolved then I would cancel my application. With the reply I got, I contacted CS to cancel my application as the documents were found by Aviva were not satisfactory to validate my wife’s NCD. I was told that my request would be processed and a refund would be in my bank account in three days. Within a few hours I receive a message that ‘there is no further action needed at this time for your policy! This did not inspire any trust and I was still concerned that the threat of my policy could be cancelled further down the line!
Great! We’re getting something positive at last…then I receive an email stating that I would have to wait much longer and the cancellation and refund would be delayed until the start date of the policy. Which would not allow me to use the refund to purchase a policy elsewhere!
This has been the very very worst and stressful experience, and obvious the agents at the CS are in need of training, the NCD team are unable to explain the shortfalls of sent proof. A total disfunction between the various departments, no cohesion…would never want to be tangled up with Aviva again, As a previous good customer..car and house insurance, Never again!

Great value, happy to recommend!

It is impossible to set up a new policy if you use the same email address you have used before. For example, I bought a policy for my wife (I do the admin and she likes me to do this) so although it is in her name, I obviously used my email. Problem was that the email was tied to an old policy. Fine, but Aviva said I could still do it if I set up a new username. I did this and then it literally would not let me log on. The chat desk was not really helpful but were limited by me being honest and telling them that I wasn’t the policyholder instead of lying.

Well I'm a long time customer of this company with a personal pension and previous car insurance.
I took a car insurance quote through my Aviva app where my quote came out at £533.00.
I then ran the same details through go compare website and the same insurance came out at £314.00 with Aviva. I'm not even sure I got my 10% off for adding an additional policy to my account.

Very efficient

I purchased Aviva online motor and home insurance through a comparison website. My intention was to have two cars covered under the same policy number so that everything could be managed easily in one place.

Unfortunately, the experience has been quite frustrating. When buying online, it is surprisingly difficult to get connected with someone who can provide clear, product-specific help when you have questions. The online customer service also appears to be outsourced to a third party, and the level of customer service and product knowledge has been disappointing.

I expected a smoother and more straightforward experience from a major insurer like Aviva. The online process may be convenient for purchasing a policy, but getting proper support afterwards has been unnecessarily difficult.

I hope Aviva reviews its online customer service arrangements and makes it easier for customers to speak to knowledgeable staff who understand the products they have purchased.