Aviva Home Insurance Reviews

I had house insurance with AVIVA for years and I recently wanted to start a claim with them for my roof leak (because of heavy rain). They sent a person to go and check the damage and this person needed a long time (three weeks) to make the report and send it to the office (and only because I kept calling and asking what's happening). After that, the office needed three weeks to reply (and again only because I emailed to ask what's happening). They denied me coverage for my roof because they said the damage was because my roof was not installed properly 13 years ago. The roofing company said this was a ridiculous and incorrect reason. Then AVIVA and their broker (CAA) tried to come up with different reasons to deny my claim and tried to use scamming manipulative techniques to scare me (such as giving me higher prices than what's normal of how much my insurance will increase if I have a claim and that if I have a claim AVIVA will cancel my insurance when my policy expires which will affect/flag my insurance history). I did cancel my house insurance with AVIVA and I will never deal with them or CAA ever again. Both are scammers.

Had a wind event that blew off shingles in two locations on my house and delaminated 30% of my shingles. They sent a roofer out to cover the 2 locations with black shingles (originals are brown) with nails through the top and left it like that.
That’s all they would do, very disappointing!

My issue seems insignificant when reading other reviews but still wanted to mention. I have a leak in our roof after a major storm so, I called to ask what the process would be if we decided to claim it under our property insurance. The person on the phone was so sarcastic I was in shock. Not only was she not helpful but I could not believe the tone she used with me. I asked 3 or 4 questions and it took everything she had to answer them. I was with RBC Insurance for 15+ years and had great customer service from them. I always found their agents helpful, informative and very respectful. This is my 1-st experience with Aviva. I have to say it is completely different, and not in a positive way! I am hoping we don't actually go through insurance if this is the type of service we get from Aviva!

August 2018 I tried to make a claim for my roof leaking. The insurance adjuster denied my claim saying my shingles were too old and told me I could appeal it if I wanted to. We did not appeal it. It was a small job so we did it ourselves. Last month, September 2019, my broker's office calls & says the underwriter has questions about my claim. At first, I had no clue what she was talking about. After some back & forth calls, the questions were about the denied roof claim. They didn't believe I fixed my roof, gave me 2 days to submit pictures. My broker took pics & submitted them. Broker calls me a few days later & tells me my insurance is being cancelled because underwriter says roof wasn't done by a licensed roofer. I was never told that we had to do any of this when the claim was denied. I received registered from Aviva saying my insurance is being cancelled and all the reason says is "underwriting reasons". I pay my premium every month and this was the only claim that I have ever tried to make. I can not believe how I have been treated. I am not pulling all of my vehicles and motorcycles away from Aviva. Absolutely disgusting how they treat a good customer.

Please request a copy of your full policy and read through it. Severe rainstorm caused a leak in the roof which traversed down to the first floor. Claim denied because they claimed "faulty workmanship" on a 2-year-old roof. If it were "faulty workmanship", I don't see how 2 seasons passed with no signs whatsoever. It would have shown up in the first heavy rain or snow for that matter. Terrible experience with this company. I would rate 0 if possible.

YES BE WARNED FOR MANY REASONS. THEY PUT YOU THROUGH HELL FOR 20 MINUTES OF INTIMIDATION, BEFORE EVEN YOU ARE STARTING THE LINE OF COMMUNICATION... CLEARLY ALL TO COVER THEMSELVES. THEN... A COMPREHENSIVE HOME INSURANCE. It says, you are covered for water damage, roof etc... one can imagine that the roof will be covered... but cleverly, the explanation is that... based on weather condition and wind/storm at a speed of 55m/h+ that you could be covered for any damages caused to your roof... // WHAT?????.. How could this be?? Surely if you get an insurance and after 6 months, you get unlucky that something goes wrong with your roof, don't even think about to go to them for any assistance. Even in my case when I am with them more than 5 years, one can think that within 5 years... there may have been very bad weather that my roof wouldn't have been affected so to speak, and then a heavy rain caused the same damage than a storm of 55 miles... that could even damage a brand new roof... it just doesn't add up what they say... unless they say, come and insure your house, only and if you have a brand new roof... they say you are covered for accidental damage... then when you have a burst pipe under a bath, they say, you need to repair the burst pipe and we only cover you for make good... I have a 3-storey terrace house. I can't go to the roof to figure out how the leak has been caused, and their response is that for the last 3 months we didn't have any kind of hurricane type of wind of 55m/h... therefore I am not covered... TO TOP IT ALL... they further intimidate that should you make a claim, even if your claim is unsuccessful, you will be put on the list of those who made the claim and therefore should you decide to change your insurance company, you must report that YOU HAVE MADE A CLAIM, EVEN IF YOUR CLAIM GOT DECLINED with the bogus reasons good enough for AVIVA themselves. Therefore, either way, your insurance premium will get affected with a higher insurance cost. Basically, intimidation all along... to ensure that you fully understand... if you make a claim... even unsuccessful, you will be reported... all that to dissuade you to change your mind if you make a claim... your premium will go up... even if you didn't get validation to your claim during all these intimidations... no one is actually telling you honestly and openly WHAT YOU ARE ACTUALLY BEING INSURED FOR... UNLESS YOU READ A 20-PAGE INSURANCE DOCUMENT. Let us face it... most of us take an insurance because we want to be covered for the main issues... fire... water damage to the property...

Recently had to ask for roof repairs, multiple calls, opened online claim, got confirmation but apparently the claim was not in the system, called again, approved a claim, nobody calls for days, called back, was given a number to find out my adjuster, had to call another company, multiple steps, confusing and uncomfortable process. I do not recommend