Aviva Home Insurance Reviews

We made a claim for water damage resulting from a broken hose on the washing machine in our second-floor laundry room. The contractor responded quickly with the delivery of a dehumidifier, but that dehumidifier stayed in our dining room for months despite frequent calls to you and the contractor. It was finally removed when we threatened to sell it. The insurance agent and the contractor then stated that our ceiling had been stippled and the ceiling damage was a result of removal of this stipple, not water damage. This was false as the house was built in 2010 and the builder testified that no ceiling was stippled; however, both the insurance agent and the contractor steadfastly held on to this claim that this did not represent water damage. The water damage was eventually repaired, but suboptimally. The subcontractor remarked to us at the time that he was only allowed to put two coats of paint on the repair because the insurance company and contractors had stated that they would not pay for a third coat which would result in a normal-appearing ceiling rather than a defective ceiling. Subsequent to this repair, secondary lesions developed. We had a second contractor inspect the ceiling and he noted a tide mark extending beyond the kitchen into the hallway leading to our ground-level bathroom. Both the insurance agent and contractor stated that they did not believe the second contractor because they could not understand how this could happen; note that our trust levels were not high as these were the same people who stated, despite all evidence to the contrary, that our ceiling had been stippled. Furthermore, both the insurance agent and contractor should be well aware of hydrodynamics. I suspect the insurance agent and the selected contractor were in cahoots and that no one was representing our interests.

A water leak in the basement from AC and water tank occurred. We tried to get a resolution, from contractors for these units, it took the different contractors a while to get the matter under wraps but there was substantial damage to the floors and walls. Someone recommended contacting our insurance "AVIVA" to cover damages. We contacted them, but saw a whole lot of run around on the subject with no effort on their behalf to give us a solution after a whole 2 weeks calling them each day, as they would never call or email back, when they said they would, and I'm trying to get a solution while they putting it off to another day. They finally decided - "Oh sorry, you are not covered. We decided this type of damage is due to an ongoing leak." Anyone reading this please take your money and run from this company! They just want your money and when you have a claim they will just give you the old run around! I would give NO STARS but no option exists for that.

I have been having home insurance with them since 2016. Recently my house has suffered from subsidence which has been reported to Aviva. First month, they sent their surveyor (from Innovation) who advised further investigation should be carried out as she could not confirm there was subsidence. After long waiting, they sent their second surveyor on second month which confirmed the damage on the house was due to the movement of property. One month later, they said first surveyor has quit her job, so they have appointed another surveyor who believed there was no subsidence. This third surveyor (from innovation again) who only checked 20 mins and confirmed there was no subsidence. As there was no subsidence, they would not pay anything including loss of rent... The whole thing was insane as: 1. How could first surveyor confirm further investigation would be required and third surveyor just came in 20 mins and confirmed there was no subsidence? 2. So if they could have confirmed no subsidence in 20 mins, why does it take three months to confirm the result? 3. So far I know two of my neighbours all are suffering subsidence issues which they are aware of them but they just ignore 4. I sent my own Chartered building surveyor who confirmed the house is suffering subsidence issues 5. The insurance company now have sent another surveyor (Questgates) who, not surprisingly, came 20 mins and said there was no subsidence. I have spoken to several claim specialists who advised me that all the surveyors they sent (from Innovation and Questgates) would be very 'difficult'. This is my experience and I would suggest new customers to read my story before purchasing home insurance from them.

It's been over a year since our fire and still, no work has started. Their "preferred vendor" kept delaying and eventually declined the job for fear of not being paid. Now they are telling me to find another contractor and restart the process all over again. Meanwhile, my parents have been out of their home this entire time and haven't received any compensation, while struggling to pay the mortgage for a house they can't live in. What is the point of insurance? Is this even legal?

Giving this company a 1 star rating (minimum required) is over rating Aviva Insurance. MINUS 5 would be more appropriate for the bad experience we had with this company.

The short story:

We had a roof issue this summer that caused a leak in the house and subsequent damage to our ceiling. After contacting Aviva, their own roofer (biased?) gave a repair cost to the six year old roof of $2,000.00 and blamed the failure of the roof to workmanship by the initial roofer, that said, Aviva denied our claim totally, even the ceiling repair. For the $2,000.00 Aviva’s roofer assured us it was an easy repair. After three attempts to repair this “easy repair”, the roof was still leaking (workmanship?). On the fourth attempt the roofer did an overkill repair which drove the bill to $6,200.00 of which Aviva denied all and of course the repair to the ceiling of $800.00 (we called in an independent contractor for this as Aviva’s contractor wanted over $2,000.00). Now we’re out approximately $7,000.00. After escalating this to Aviva’s CEO, his Assistant Vice President contacted us, but didn’t seem all that anxious to help either, trivializing it all by suggesting to us that it’s ONLY $7,000.00…EXCUSE ME???...if it’s ONLY $7,000.00 why does Aviva refuse to pay any part or all of it?

Needless to say we cancelled our policy and found another company that knows the meaning of customer care.

If you’re still going with this company, may you have better luck.

P.S. While waiting for the roofer to find a time to do the repair, we asked him to put up a temporary tarp. Another $350.00 and the tarp leaked as well (workmanship?).

Aviva took RBC and ran it into the ground. Their staff is inept. Had a claim. The road adjuster did nothing. No money, no calculation of cost nothing. What Aviva does is send their "preferred contractor". Instead of paying road advisers they rely on this third party to do the quote for repair. Which is BS. Its AVIVAs job to pay their own people to come up with numbers. Not pay 3rd parties out of my insurance limit. This is what happens. Using my claim money to pay this third party to come up with a lowball estimate and do so at my cost for their fee. The truth is, they lowball. Then when the "unexpected" comes up during repair the contractor will amend. Why? So people get less of a cash out option for one. But more important you have the right to hire your own contractor. But the lowball estimate cannot be exceeded. Further pushing clients in favor of the "preferred vendor". Here is what the "preferred vendor" did for me. I had a sewage flood. They DID NOT clean. They DID NOT remove any contents. They DID NOT disinfect. They ripped out 600 sf of flooring and cut into some wallboard. End of them. I had to clean my own house of sewage. I had to disinfect myself and do all the content manipulation myself. Aviva was made aware with a detailed timesheet. They dont care. They waived my $1000 deductable. Gee thanks because you paid your "preferred vendor" $6000. What for? I beleive AVIVA to be 100% without ethics and I believe how they are operating is in contradiction to the laws in Ontario. This is not honest business nor regulation practice. AFter my lowball claim they sent me a letter saying they wont insure my house anymore. You see .... they are there to take money and invest it for their gain. They are not there to insure things.

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.

I don't even know where to begin. We were told that the contents of our basement were not going to be removed, yet they were. They packed up my wife's family or heirlooms and lost them. They broke the vase that held the sand from a sand ceremony from our wedding. They crammed us in a tiny little two bedroom apartment that didn't have enough beds, parking spaces, or even storage for food, and then complained when we submitted grocery receipts and receipts for eating out. The hired an incompetent company called Claims Pro to handle our claim. The claims adjuster was rude and inconsiderate. She only cared about saving money. The accommodation center that they placed us in after I complained about the small apartment called us constantly with frivolous noise complaints in the middle of the day. High Street Accommodation = Horrible! Our claim experience thus far has been absolutely horrifying. I will be canceling my insurance with Aviva as soon as our claim is complete and will never do business with them again. I strongly recommend finding another home insurance company.

Very disappointing, my case was considered urgent, through Aviva it took two weeks to let me know that there was one clause in the contract stating that I was not qualified for a claim. Meantime, no help for helping me to clean up the water or giving any hints on how to proceed specially from their specialists, when i was two weeks after the claim doesn`t qualify because of a detail. The specialists for floods. wanted to recuperate their machines right away half hour after i hung up with Aviva, so no furniture was compensated for the damage either meanwhile, there were mushrooms growing in my walls. It was smelling very humid in the house, but Aviva doesn`t care about their customers, they want your business and nothing else… I have two houses with them, and two cars also…

Their contractor gives it to a sub contractor who gives it to a lone home handyman to do the entire repairs. We had water damage. The result is an uncertified worker that averages 4hr per day. Complain all you want but Aviva doesn't seem concerned, the job will get done eventually and they will have minimal costs. They gave it to Promus GTA of Toronto.