Aviva Auto Insurance Reviews

First of all, I'm not sure how far this review will reach out to or if Aviva will even care about this but I need to write this because our family members are furious. On June 1, 2014 around 3pm, our mom's Sante Fe was parked on 17 Avenue 9A Street S.W., My brother and I came back to a car with a broken bumper snapped in half. There were several witnesses on site telling us that a black Ford F150 truck lost balance and his truck hit the left side of our bumper and because of its strong force, the bumper was snapped off. Thankfully, the guy left his phone number so we contacted him and tried to contact Aviva, which is his insurance. Despite our busy working schedule and needing a drivable car (I'm sure you get pulled over by a police if you drive in an unstable vehicle), both me and my brother tried calling Aviva about 50 times and there were no answers. My brother finally got a hold of the appraisal person, his name is Lyle, and he came to look at the car on June 12th, 2014 and told us Aviva will not cover any costs for replacing the broken bumper because he "magically" knew there were previous damages. For all we know, we had a little dent on the right side of our bumper which didn't cause issues or affect us in any way to drive the car. After arguing, he finally said he'll quote it for $500.00 to get the bumper replaced and wrote it down as a "drivable" car when we clearly can't drive it with that condition and refused to pay for a towing cost telling us to drive it to the body shop ourselves. My other brother works at a dealership and it's costing us at least $1000.00 for the replacement. First of all, Lyle was very rude to my brother Paul talking on the phone and Second of all, even if there were previous damages, we would like our old bumper back to how it was with a dent on the right for all we care. We drove this car with a bumper and now because of a truck hitting it off, we now have a car without a bumper. (Was drivable and now Not drivable) Third, it took forever for us to rent a car in the meanwhile (while we were waiting for Aviva to pick up their calls), we can't even get a hold of the adjuster Laura or her subsitute Lauren to confirm on the rental fees being covered by Aviva. I'm worried that Aviva will just put that cost on us in the end even though they reserved the car for us to use in the beginning. I believe we should be covered in full for this replacement of the broken bumper and we should not have to call you a million times to speak to any of you. This whole incident was not our fault and I don't feel that we should have to go through so much trouble. This may be just one of your claims or issues you have to deal with out of many, but to us, this has been a very stressful issue that we probably will not be able to forget even down the road in the future. I'm not the person to write reviews or complain about things often but this incident is giving me nightmares and I hate seeing our family stressed because it has been a difficult journey from the beginning. I hope someone reaches out to me regarding this matter and please step up to be a better company. Thank you.

On May 13 2014 I was in an accident. Some guy did not secure his trailer gate and it came barreling across rhe highway and bounced off our driver side door and then into the driver side pillar and windsheild. Everything was handled by Aviva very quickly. The car was a write off with 7100 in damages. We were told by our adjuster that the check was being courier on May 16 2014. We called many times wondering why we had not received our check, and never received a call back. My broker finally got a hold of her and found out the check was lost in the mail. So she sent another one...and that one too was lost in the mail. We were forced to return the rental and still havent received a check to buy a new vehicle. Today, May 30, I demanded to speak to the manager. He said there was nothing that could be done, no I wasn't getting another rental, and my broker probably had the check just didnt see it on his desk. I am fed up with the run around from this joke of a company. As soon as I do get a check I WILL be switching companies. Aviva is a bunch of liars and blame every one else for their screw ups. Pick another company. Or if you stay, pray to god you never have to make a claim!!

Small accident where the back door and in front door of a Jeep 2012 (Clean and with only 10k k km on it) were crashed.

The lady at customer service took my information by phone and right there told me it was my fault... Gave me her phone number.
The day after I tried to call her, left 3 messages and no answer!!!!
The day after I asked my broker to do something since I din't have answer, no garage asignated, no valuation in contact...etc

The lady again called me now to let me know her email addres and to make of my knolodge that she almost never answers the Phone!!!! Make sense!!! Then why she gave me a phone number to contacted her if she never answer or take her messages???

Full of non senses!!!! No professionals and crooks!!! I let her know that my garage was already at the garage waiting for the evaluator...but she told me that the evaluator will only contact me on the following 4days.
No rush on their side.
The evaluation finally came out for them to say "they won't cover the back door, and the inside damages because those were previous to the accident"!!! What???

Lies with out fundaments and with the only intention to abuse of the situation. The pictures show the secuence of the crash, and is clear consecuence of the only one accident that i have in 30 years driving!!!

Its unvelivable, I sent a letter to let them know that this car had never been accidented before and what they were trying to do was not acceptable. They don't care, they don't answer the phone, they don't comunicate. The customer is not important for them but try to sabe money on our behalfs and not by providing the service for what we pay.

The appraisal acts with arrogance and make you feel like if hi is giving you a favor. He must understand that he has work thanks to us that make the mistake of buying an insurance with AVIVA.

In September 21013 another car had hit my parked car. The driver of the car did not have a valid licence in Canada and was also impaired.

I had submitted the claim to AVIVA the day it happened.

One week later AVIVA had responded to the claim.

The person assigned to my case then made me run around looking for missing information, visit the police station and apply for a collision report (after I found out insurance companies get them for free). Finally she mentioned that the diver was not insured.

It all sounded a little bit off to me so I contacted the other (drivers) insurance company my self. When I phoned them not only did I find out that the other person had insurance but also the lady assigned to my case had not even contacted them or submitted the claim on my behalf.

I emailed her back the second I found out; she responded back with the comment "you didn't have full coverage there is only so much I can do". I explained to her that I understood that and that I was willing to do all of this my self. However I felt as if she had gone to far by accusing the other party of not being insured.

Aviva uses a lot of brokers to sell their policies. The brokers will promise you everything to get you to sign in with them, however once you sign in and you get the policy papers, you'll find some changes than what the broker promised.

Overall quality of service is poor and they will definitely exhaust you first before they see all the mistakes they have done on 1 claim. If your vehicle can be fixed in 2 days, it'll take 2 weeks considering the amount of time it takes them to take care of a claim.

Also, if you have taken a rental, they will try to make you pay for some of it as their excuse is that the car could have been fixed in shorter period of time if you pay for it then bill them the charges.

Furthermore, It's exhausting to keep talking to an insurance company where all their rules and policies, none of it has any common sense or follows their written policy agreement. At the end of the day, they blame everything on the brokers and advise you to talk to your broker.

My car was damaged during an oil change at Midas Muffler. They sent me to Aviva. They told me I should claim the rental car on my own insurance. My own insurance agent told me I would be deemed ‘at fault’ if I did so. Eventually Aviva relented and agreed to pay.

Six months later, I got a call from the rental company demanding payment for the rental car. Needless to say, I was getting very annoyed at this point and called Aviva. Fortunately I happened to have kept my notes from six months earlier and had the name of the manager I had dealt with. Eventually, she agreed Aviva really should have paid for the rental car and came up with a somewhat complicated way to do so involving me paying for the rental car and then being reimbursed by Aviva.

This is probably the worst customer service experiences I have ever had and I would not go near Aviva under any circumstances.