Aviva Home Insurance Reviews

Lubnow restoration is a preferred company with Aviva for my area...being london ontario and I was extremely unhappy with the entire experience. The project manager that was assigned to assist with the flood that ocured in my basement is named Lisa K. After first meeting her and her tear, I called her up to touch base and when the conversation ended and before we had hung up, I overheard her speaking with someone, making fun of my accent and that apparently, 'I wasn't very bright'. I decided to ignore this as I wanted my home restored as soon as possible, I then had two bad experiences with the accounts Manger the office. Her name is Terra C. and she was very rude to me on the phone and even discussed with me her personal dislike for the project manager which I thought was very unprofessional. I spoke with the receptionist soon after this and told her my concerns. She expressed that those two individuals can be very negative and to not let it get to me, that the service provided to me would be over soon and to use a different company on the repair. Thankfully, I was able to take a cash settlement so I didn't have to see that woman again. Spoke with a few others that I have located on Facebook that were not happy with the company either and that they hope Aviva chooses a different company to prefer.

AVIVA left us in the cold for 6 weeks with no heat in our home after last year's ice storm. We were sick and freezing with portable electric heaters in subzero weather. I had to get the furnace situation resolved myself just to ensure we didn't have further damage. Now AVIVA is refusing to pay for our furnace costs. I regret the day I ever decided to go with AVIVA for our home insurance as they provide no insurance at all.

Here's a good one. Despite my multiple inquiries with the company as to how this happened, all I've received from Aviva is that "nobody has ever experienced this before."

The following is the quintessential example of problems with companies like Aviva cutting costs wherever they can and contracting everything out.

I've had an Aviva home insurance policy in place for two years now, and have never made a claim with them. My premiums have been faithfully paid and there hasn't been any issues. That is, of course, until last weekend when I received an e-mail from Aviva asking me to do a "satisfaction survey" based on a recent claim I had made with them.

I judged this e-mail as suspicious, so I called their 24-hour claims line to obtain some information. First off, their after-hours claims folks are notoriously useless and are really unable to do anything except take details and file a new claim. They were, however, able to look at my file, and subsequently notified me that it looked as though I had made a claim relating to a basement flood I had in September 2015.

Now here's where everything gets very interesting. You see, I never made such a claim. After conveying this to the after-hours rep., she made a note and promised someone would follow up with me via phone during the next business day.

Well, nobody called. As luck would have it, I had been outside doing some yard work, and noticed that my neighbour was busy moving his washer/dryer into his garage. I asked what was going on, and he told me that after dealing with his insurance company (a different company than mine which I will not name, but will say the name of it corresponds to a common last name or a nickname for a male body part) for a month, they were finally able TO START FIXING THE FLOOD THAT HAPPENED IN THEIR BASEMENT.

Putting two and two together, I spent the next several business days trying to get in touch with someone from Aviva that could actually help me - which was a less than easy task.

In short, what ended up happening was that somehow my neighbour's home insurance claim was processed, closed and paid out UNDER MY POLICY, despite the two policies being issued by two separate and unrelated companies, associated with two different addresses and with different names on the policy.

Once Aviva management and my broker found out about this, they sprung into full-on panic mode realizing the extent of the mistake that had been made. The cheque which had been issued was cancelled immediately, and after relentlessly trying to prove my story true with this giant behemoth of a company and the associated bureaucratic inefficiencies, I've been informed that the claim was removed from my account and no longer exists.

So, I suspect you still may have one big question, somewhere along the lines of "How could this happen if the two respective policies were held by two separate and unrelated companies which would not have access to each others records?" Well you see, it turns out that in my neck of the woods, these two large insurance companies subcontract a company called "Claims Pro" to do their adjusting. Of course Aviva can't be bothered to have its own representatives in a major Canadian city with over one million residents. That just wouldn't be cost efficient. The Claims Pro adjuster would have had access to the records of each company and for whatever reason, whether it be sheer laziness or plain stupidity, opened a claim for a different property under my home insurance.

Another point to consider is that I would never had become aware of this issue had I not randomly received that customer satisfaction e-mail. Renewal would have come along, with the increased rates associated with a claim, and who knows whether or not I would ever have realized what happened. Add all this to the unauthorized disclosure of personal information and you've got quite a problem, resulting in my well-deserved one star rating.

This company is not operating legally in my opinion.

RBC used to have their own people to assess cost/damage. I had a flood and Aviva sent their "road advisor" to my home. This person did nothing but draw pictures of the rooms. They didnt cost anything out. Aviva now relies on 3rd party "approved" contractors for this. Which is ridiculous. Consumers have a right to use their own contractors. Its Insurance Co's job to have their own people to cost things.

Aviva paid me nothing up front. Its a clown and pony show to get things approved so they will pay. My claim exceeds my coverage so settling is real easy but Aviva refuses to do that. If they just did things like insurance companies have done things up until now (as is actually legally REQUIRED) we could just settle.

PROMUS restoration was assigned to my house. They did next to nothing. A few hours tear out. No clean up, no disinfecting, no contents removal/storage. Basically, nothing. I could have torn out floors by sawing it out quick too. Insurance pays them thousands for this then relies on them to do all the cost quoting. This way see YOU pay for it out of your end rather than Aviva paying their employees to do their damn job. Obviously PROMUS has nothing but subcontractors giving ridiculous quotes for simple lipstick things and ignoring what actually needs to be done. Using up the claim in nonsense.

Aviva needs to do what all other insurance companies do and actually cost things out via the computer aided systems that have been in place for decades and are very accurate in experienced hands. Tossing the ball to fly by night claim raping "restoration" companies is a joke.

Stay away from Aviva. RBC wasnt the greatest but it ran like an insurance company. Aviva runs like children playing pretend insurance company.

My house caught fire in February 2016 and we just moved back in over one year later in March. It is a large house just under 4000sq ft. The majority of the house was completely gutted but key areas were not, including the master bedroom and bath and a couple other areas. The insurance adjustor, Geoff, gave low ball and unfair budgets throughout the process. The insurance company refused to gut the remaining portion of the house and now after only living in the house for a few days we are suffering through flooding damage due to plumbing issues. The insurance adjustor has extremely poor communication with me but I'm sure this is part of his strategy. The cabinet maker Sandy Beach cabinetry installed warped cabinets and in their attempt to rectify the defectives cabinet draws keep reinstalling the same warped drawers. In addition, the values given to our contents are completely inaccurate. For example, the list will correctly identify an item but will assign an extremely low and inaccurate value. These are just some of the issues we've faced and the process is not over yet.

I opened a small claim back in June. I still do not know if my claim has been approved, I cannot get the adjuster to respond to my inquiries over the past 6 weeks. Multiple complaints have been filed, along with contacting the ombudsman-nothing.
Their 'service guarantee' is a massive lie.

Everything about this provider is awful. It seems like the company has completely ceased to exist after taking my premiums.

Don't waste your money.
I would give zero stars if I could

Aviva Canada owned by Aviva UK provided builders insurance in Canada to the crooked builder of our new home in BC., The builder failed to tell us the house was supposedly ready to occupy. When we did find out we noted various faults in and out of our new home so we called Aviva adjustor who ordered the builder to finish and fix what was not done or not done properly. to which the builder ignored their order to fix was ignored by the builder Over time Aviva adjusters left the company and new ones took over the files saying in writing the builder advised their company Avia all problems were looked after which they were not and have proof that the problems still exist. Aviva refuses to provide any written or verbal proof of the builder proving them with such proof to this homeowner and say all has been corrected by the builder and my claims are no longer allowed because the time of the coverage has passed. I have proof of such lies suggested by certain Aviva employees, as well as false documentation they emailed this writer the owner, which they added such false information that it was my comments and signature which I never provided such as they claim I was satisfied with all work done that supposedly the builder provided to their adjusters for Aviva which is totally false from their end. Now because I am calling their bluff and demanding proof of Aviva adjusters claiming I provided such letter and I did not. Because I contacted their so-called ombudsman off and got shot the call when they disagreed of what I tried to tell them what the problems were they shut the phone down on my ear and suggested I could take it to court. An ombudsman office of any agency is to look into the person complaint and discuss with the complainant the person who had the complaints what the problem may be and try to fix the problem instead last week the person who did not want to listen slammed the phone down on this writer's ears. Aviva's Ombudsman office is a bad joke as it appears Aviva considers complainants not worth listening to and it is a bad joke and a waste of time to communicate with. In Canada or the Uk, the principal owner of Aviva in Canada is Aviva UK to which they have to abide by rules of Canada and the states they work under in Canada appear to be violated by some employees of Aviva and Aviva Canada.

I can't tell you how bad they are! Don't do it if you don't want to spend your day trying to get an answer or having to talk to rude non-apologetic customer service representatives! After 12 years, happy to move on with another insurance company!... RUN RUN RUN This company has very stupid underwriters who make decisions based on their daily moods, not on facts. Cancelled home insurance for non-payments as they state, but the kicker is that my car insurance was paid when both payments are coming out together as one total payment for the last 13 years. Trying to talk to a manager you'll get a better chance to win the lottery.

Adjuster called to set up an appointment. I had to delay the inspection for a week because I was leaving the country. I made numerous calls daily. No reply. Sent emails and no reply. Called the claims manager and no reply. I had to call Aviva 3x to file a complaint for the worst customer service yet. They finally reassigned the case to a new adjuster. The scale of 1 to 10. I give Aviva a 1 for horrible customer service. Keep in mind, this is not taking into consideration for the 1 hour wait times that I was waiting on the phone. Never again. If you're considering Aviva, please read the reviews. Not worth the stress you will have once you have a claim.