Aviva Car Insurance Review

Aviva Car Insurance Review
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Who is Aviva Car Insurance?

With a whopping 31 million customers around the world, Aviva is a giant in the insurance world. The UK’s largest insurer and a leading insurance brand in Europe, the brand is one of the most recognisable in the sector. Previously known as Norwich Union until 2009, Aviva deals in insurance, savings and investments – and, of course, car insurance. The website delivers all you’d expect from such a financial behemoth. Facts, figures and, dare we say it, a little dull. You won’t find any Sheila’s Wheels style gimmicks or cheeky meerkats here.

That doesn’t mean the brand isn’t immune to controversy though. In 2017 the group hit the headlines when the car insurance advert featuring former Formula 1 driver, David Coulthard, was banned. The reason? For encouraging “reckless driving”.

What does Aviva car insurance charge?

Aviva left the comparison site scene in 2008, meaning you’ll need to run your details through its website for an individual price. We took its quote tool for a spin with the details of a 5-door Ford Fiesta* to see how it compared. When we looked at the quotes from the comparison sites – alongside Aviva’s figure, the brand came in fourth – at just £3 more than the cheapest quote. So on this example, it is certainly offering competitive pricing. As always, the devil’s in the detail, and our cheapest quote included a courtesy car as standard. With Aviva charging £27 for this as an optional extra, it meant the brand quickly started lagging behind on price.

How is the Aviva customer service?

Online reviewers certainly don’t hold back when doling out criticism against Aviva. The complaints are wide ranging, peppered with exclamation marks and a great deal of frustration. All of Aviva’s customer reviews are bundled together – so most review sites are scoring Aviva as a company – rather than just a car insurance provider. Even so, the company is clearing losing the battle when it comes to customer service – certainly according to TrustPilot reviewers..

It scored poorly for customer service on TrustPilot, where it’s quickly apparent that this isn’t just a singular area in which Aviva is struggling. Reviews complain about just about everything from holding times, lost documents, claim processing and inflated renewal prices. The brand isn’t active on TrustPilot, though with the anger on display there, who can blame them?

It’s worth noting that there’s a very different picture being painted on the brand’s own website. Here, Aviva customers rate the brand 4.5/5.

Meanwhile, on TrustPilot, the brand has an average score of 1/5, with customer quotes including:

‘Impossible to get through to and when you do they are beyond useless. They really don’t care, my renewal quote was a joke. And I was unable to get through to them after trying for 2 weeks, yes 2 weeks to cancel.’

‘Multiple policy discount makes it worthwhile. No real issues but then I have not had a major claim with them. Customer services is fine so far.’

‘We use Aviva for lots of different services and they are great until you need them.’

What policies does Aviva offer?

Aviva’s car insurance offering includes the standard fully comprehensive cover, alongside more specialist insurance such as learner car insurance, short-term and third party, fire and theft options. You’ll find multi-car cover and discounts available too – handy if you’re a multi-car household. If you take out full comprehensive cover, Aviva’s policy includes a few handy extras – such as uninsured driver cover, personal belongings cover and recovery transport. If you’re looking for a more robust policy, you’ll need to tack on a few extras though. And this is where things could get pricey. Policy staples elsewhere, such as a courtesy car, protected no claims and motor legal are all chargeable additions.

Aviva’s car insurance is rated 5 Star by Defaqto, with Which? customers giving the policy a score of 70%. This placed Aviva with a ranking of 12th out of 31 car insurers in the magazine’s July 2017 survey.

Aviva Car Insurance in summary?

Initially, Aviva appears to be the grey man of the insurance world. Big customer base, big numbers, bland website and vague mission statements make it blend into the background. That is until you stumble on to the various scathing and vitriolic reviews on TripAdvisor. Their angry words make Aviva start to stand out, for all the wrong reasons. But when you consider those 300 reviews against Aviva’s UK customer base of around 13 million a little perspective should come into play. You don’t get to be the UK’s largest insurer without doing something right.

Watch out for Aviva’s pricey add-ons, but if the price is right Aviva’s grey man stylings could save you a packet.

Michael Foote

Michael Foote, founder of Quote Goat, has over 13 years experience working in the finance, insurance and currency sectors, gaining a financial qualification in 2010-2011. LinkedIn Profile

Aviva Car Insurance Review

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