Aviva Insurance - Edmonton, Alberta

First F.

Avoid Aviva Insurance. They are a 3rd rate insurance company. They will take your money every month and when you make a claim they will deny it and then fight you every step of the way to not resolve your claim.

On one claim that we submitted Aviva obstructed, obfuscated and made up a false narrative to deny our claim. They actually accused me of lieing. When I caught them in their lie they just kept defaulting to their false narrative.

Two years later, we submitted another claim due to 3rd party damage. The person who did the damage to our property, their insurer paid Aviva in full.

When we asked Aviva to reimburse us for our deductible, which the other insurer paid, Aviva lied and said that they didn’t receive the money. (I know this because I spoke to the
insurer, who told me that they had paid Aviva in full for the damages that Aviva had initially paid for)

Our broker had to fight with Aviva to get Aviva to refund our deductible to us.

Aviva is a horrible insurer and by the way, their in house Ombudsman process is a joke!

Kevin D.

Do not use this company!! My insurance goes up every year and there is no reason. Then trying to get out with out paying a fee is ridiculous. They over charge and I have been with them for 6 years and it had only gotten worse and worse. Never shoukd jave stayed this long as I just received my new uears policy and guess what went up again FOR NO REASON AT ALL. Avoid this insurance company.

Carson G.

Avoid Aviva insurance at all costs. They will fight tooth and nail to not pay. I was rear ended at a red light. The accident was deemed not my fault. The driver was uninsured. We found this out almost 4 months after the accident as it was a hit and run. Aviva has not payed for any time off work ect since November due to the fact the other driver was uninsured. Also under valuing my vehicle was the next battle. The vehicle was a brand new mercedes 3 months old. It was deemed a total loss from my adjuster. She was very unsure about the vehicle and appeared uneducated throughout the process. The names of the adjusters are as follows. They will never insure another vehicle i own. If i could give negative stars i would
Injury Adjuster: Maly Svy
Auto Claim: Traci Rhyason

Kevin B.

My one piece Carbon Fiber Tonneau Cover cost in excess of $2000 new. Prices have increased substantially since then. If I am to replace it with a tonneau cover of the same quality and again custom paint it to the same color as my truck, my costs would be well over $3000 Canadian Dollars. I pay for collision coverage. I expect my vehicle to be returned to me in the same condition it was prior to the accident.

Initially the body shop said they would replace the tonneau cover as part of the repair process. When I went to pick up the truck, the body shop stated that the exact tonneau cover on the truck is no longer manufactured, and that the last year it was made was in 2013, at a cost of $1630 Canadian. This did not include the color match painting that was required at the time, which was at least $600 Canadian at that time, and would cost even more today.

After weeks of waiting for AVIVA to contact me, I called RBC Insurance and got a number for my adjuster. I tried to call her numerous times and got her voicemail. I tried to contact her through Email, and again it was an unreasonable delay. When she finally contacted me, she offered me half of the purchase price of the cover estimated by the body shop ($825 ish). After a few emails asking to speak to her manager, I realized she was stonewalling me. I sent an email threatening to contact the ombudsman, and she suddenly agreed to let me speak to someone higher up the chain.

I sent the adjuster the information above, and he offered me $1650 CAD to get the tonneau cover replaced. This was sadly inadequate, but I was tired of fighting and agreed.

Your company should have paid for a similar tonneau cover, custom painted to match my truck, and had the autobody shop replace it. I should not have to invest my time and money to fix my vehicle when I pay for full insurance coverage. Your policy of refusing to deal with your clients without the threat of having the ombudsman involved is a Hollywood cliche. You company is a joke. I will be switching providers.

A C.

Infuriating and extremely frustrating experience dealing with Aviva. My adjuster takes DAYS to respond during highly stressful times, or doesn’t respond at all! It makes matters worse that they are away SO frequently, leaving you waiting even longer for answers. I have been provided with different and incorrect information when speaking with their other adjusters; it’s like they don’t even know what they’re doing. They have poor policies that don’t cover some of the most basic needs that other insurance companies cover. I would never, ever, ever recommend going with Aviva and will be switching to an insurance company with better policies and staff who are trained properly!!!

Mike H.

Honestly absolutely the worst experience I've had dealing with an insurance company I would strongly advise to shop elsewhere. I have now been waiting over 3 weeks and still have not heard a response or even seen an adjuster to look at my vehicle since the accident. I called them the day of the accident approximately 30 minutes after it happened to open a claim and they have no idea what's going on 3 weeks later. I've tried numerous times to get a hold of a manager because every time I contact the number for the adjuster they say that they don't have the authority to escalate this or do that or whatever. This is absolutely ridiculous that you pay for a service and once you need it they can't even help you. I have literally called them everyday for 3 weeks probably three times a day email them text message them and still no one has any idea what's going on. You see the attached photo of the response I get every single time this is honestly a joke.

Tahlia M.

I would give this company zero stars if I could. Stay away from it, far away. I was in a zero fault accident Aviva told me they would only cover a portion of the damages because the rest weren't consistent with my accident. At first they told me it was because my block heater cord was rubbing the spot and it was continuous wear and tear. When I proved to them that the cord did not reach that area. They then switched it to the fact that the damage had to happen after or before my accident. When I told them I could prove it by date stamped photo of my vehicle before and after they told me too bad so sad. So now I'm stuck paying for damages out of pocket because Aviva is a horrible company that only wants to take your money and pay for as little as possible. Getting a second opinion and switching insurance companies as soon as I can.

Lorenzo B.

Very poor experience and do not recommend this company. We had extensive water damage at our Condo and filed a claim. Aviva rep said that she estimated the repair cost to be less than our deductible (which to our surprise was $10,000). She insisted on closing the claim and told us to repair at our cost. When the costs came back for more $10,000, she would not acknowledge the repairs as it was not done by Aviva partners. After a couple emails back and forth, she has simply stopped responding and gone silent. Frankly, all interactions with her were short and she could not get rid of us any faster. Yes, Aviva insurance is cheaper than other companies but they are not good to work with.