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Aviva home insurance review

Read Which?'s expert review of Aviva's home insurance. Find out how we rate Aviva's home insurance policies against dozens of other home insurance providers.

In this article
Who is Aviva? What does Aviva's home insurance cover? How Which? rates Aviva's home insurance policy Aviva's home insurance policy: is it good or bad? How did customers rate Aviva's home insurance?
Does Aviva offer different levels of home insurance cover? How much does Aviva's home insurance cost? What is Aviva's claims number? Who underwrites Aviva's home insurance? Get top money-saving tips from Which?

Who is Aviva?

With over 15 million customers across the UK, Aviva is one of the UK's largest insurance companies. 

It offers a wide range of insurance products including home insurance, car insurance and travel insurance, as well as personal pensionslife insurance, private health insurance, and a stocks and shares Isa.

Aviva is part of the Aviva group which also includes Quote Me Happy

Aviva is a public company, listed on the London Stock Exchange. 

What does Aviva's home insurance cover?

The information gives an at-glance view of the key things that Aviva's home insurance covers as standard.

Elements marked with a are covered as standard and those marked with a are not covered as standard. However, these can be added to a policy as optional extras for an additional cost.

 

24 hour (emergency) helpline

 

Allows you to call a 24-hour helpline for assistance in the case of a home emergency.

 

Loss and theft of keys

 

Loss and theft of keys will cover the cost of replacing your keys if they are ever lost or stolen.

 

Garden cover

 

Garden cover protects against damage to items in your garden including plants and garden furniture

 

 Home emergency

 

Home emergency cover provides assistance of central heating, electrical emergencies, plumbing or draining issues.

 

 Accidental damage

 

Accidental damage protects against sudden and unconventional physical damage to the structure of your property as well as your furniture and belongings.

 

 Burst pipes

 

Covers the cost of repairing burst pipes in your property.

 

 Legal expenses

 

Legal expenses cover the cost of legal expenses should you need to pursue legal action against another party.

How Which? rates Aviva's home insurance policy

To help you find the best home insurance policy, Which? goes the extra mile to sort the best from the worst.

We survey thousands of real home insurance customers to find out how they rate their insurer for customer satisfaction.

We also analyse and rate 60 different elements of contents and buildings insurance to create policy scores, helping you judge the quality of your cover - and how an insurer compares to its peers.

We combine this into an overall score to highlight the insurers that offer great cover and service.

Which? members can log in to see the results of our analysis. If you’re not already a member, you can sign up to a one month trial for Which? Money for just £1 to access this review and enjoy the benefits of a Which? membership.

Home And Mobile Insurance
Aviva review
Overall Which? score
%
Our total score score combines both the Which? Customer Score, ratings from real customers of the provider, and our expert analysis of the provider's policies. The total score is made up of 50% of the Customer Score and 25% each of Buildings and Contents policy scores.
Which? Customer Score
%
Which?'s rating for customer satisfaction, based on feedback from real customers. The score is made up of a customer's overall satisfaction with the brand, and how likely they are to recommend that brand.
Buildings policy score
%
Which?'s rating of the quality this company's buildings insurance policy. We analysed 32 features of its cover to calculate the policy score.
Contents policy score
%
Which?'s rating of the quality this company's contents insurance policy. We analysed 46 features of its cover to calculate the policy score.
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Aviva's home insurance policy: is it good or bad?

In February 2019, we analysed and rated 60 of the most important elements of standard home insurance policies to come up with the overall policy score.

We assess how important each individual element is when choosing and using a home insurance policy, and weight it accordingly when calculating our total policy score. Each element is given a star rating, out of five. 

Overall, 49 out of the 60 features of Aviva's contents and buildings insurance policy earned a 3-star rating or higher. 

Of these, 24 of Aviva's policy elements were given a full 5-star rating and 19 of the features were given a 3-star rating which indicates an above average level of cover. 

Best parts of Aviva's home insurance policy

We've identified three standout features in Aviva's home insurance policy:

  • A £5,000,000 limit for owner/occupier liability, which we scored 5 stars
  • Unlimited cover for damage to contents kept in outbuildings, which earned 5 stars
  • 10% discount when you buy buildings and contents insurance, which we gave a full 5-star rating

Worst parts of Aviva's home insurance policy

We've identified three features in Aviva's home insurance policy which scored poorly:

  • Aviva doesn't pay a switching fee, which we scored 0 stars out of 5
  • The minimum level of excess is £100, which we scored 1 star
  • Only £2,500 cover for contents stolen from outbuildings, which we gave 2 stars

In detail: every part of Aviva's home insurance rated

Which? members can log in to see the results of our analysis. If you’re not already a member, you can sign up to a one month trial for Which? Money for just £1 to access this review and enjoy the benefits of a Which? membership.

Table last updated in February 2019. Next updated in February 2020.

Policy elements Details Rating Area covered
Interest charged on payment by installments (APR) Logged out detail Logged out padlock Buildings and contents
Renewal fee (£) Logged out detail Logged out padlock Buildings and contents
Home emergency cover - standard, optional, not covered? Logged out detail Logged out padlock Buildings and contents
Home emergency cover (£) Logged out detail Logged out padlock Buildings and contents
Owner's / Occupier's liability (£) Logged out detail Logged out padlock Buildings and contents
Accidental damage cover - standard, optional, not covered? Logged out detail Logged out padlock Buildings and contents
Subsidence - standard, optional, not covered? Logged out detail Logged out padlock Buildings only
Alternative accommodation (£) Logged out detail Logged out padlock Buildings only
Burst pipes - standard, optional, not covered? Logged out detail Logged out padlock Buildings only
Blockage of sewer pipe - standard, optional, not covered? Logged out detail Logged out padlock Buildings only
Single item limit for valuables - max limit (£) Logged out detail Logged out padlock Contents only
Contents in the open - within home boundary i.e. garden (£) Logged out detail Logged out padlock Contents only
Contents in outbuildings - including garages (£) Logged out detail Logged out padlock Contents only
Theft from outbuildings (£) Logged out detail Logged out padlock Contents only
Personal Possessions - standard, optional, not covered? Logged out detail Logged out padlock Contents only
Personal Possessions limit within a car (£) Logged out detail Logged out padlock Contents only
Bicycles - standard, optional, not covered? Logged out detail Logged out padlock Contents only
Mobile phones (away from home) - standard, optional, not covered? Logged out detail Logged out padlock Contents only
Does mobile phone cover include calls? Logged out detail Logged out padlock Contents only

To see how Aviva's home insurance compares to other policies check out our guide on the best and worst home insurance.

How did customers rate Aviva's home insurance?

As well as looking at how Aviva's home insurance policy stacks up against others, we've also analysed how customers feel it too.

Which?'s rating for customer satisfaction is based on feedback from real customers. The score is made up of a customer's overall satisfaction with the brand, and how likely they are to recommend that brand.

Overall, Aviva home insurance scored 71% for customer satisfaction, placing it 10th out of the 34 home insurers we looked at.

Customers scored Aviva's 'clarity of policy,' 'dealing with queries,' and 'experience of making a claim,' the highest, giving them four stars out of five. The transparency of Aviva's charges and penalties was among the features which scored the lowest and received three stars.

The table below shows how Aviva's home insurance scored for eight elements of customer satisfaction.

Customer satisfaction element Which? Customer rating
Applications process Logged out padlock
Clarity of policy Logged out padlock
Dealing with queries Logged out padlock
Ease of managing your policy online Logged out padlock
Transparency of charges/penalties Logged out padlock
Dealing with complaints Logged out padlock
Experience of making a claim Logged out padlock
Value for money Logged out padlock

Does Aviva offer different levels of home insurance cover?

The scores shown in this review relate to Aviva's standard (called Regular) home insurance policy. You can adjust the level of cover you get with AvivaPlus - a new pay-monthly 'subscription style' home insurance policy. 

AvivaPlus offers three tiers of cover; basic, regular and premium. Here's a snapshot of what each policy offers:

Features Basic Regular Premium
Buildings £500,000 £1,000,000 Unlimited
Contents £50,000 £100,000 Unlimited
Jewellery, watches & valuable items £5,000 £20,000 £50,000
Events at home Covered Covered Covered
Accidents at home Not covered Optional Covered
Accidents & theft away from home Not covered Optional £2,000+
Legal Services Optional Optional Included
Home Emergency cover Optional Optional Optional

If you opt for a higher level of cover, your home insurance policy is likely to be more expensive than the standard one. 

How much does Aviva's home insurance cost?

Your contents insurance and buildings insurance will be priced based on your own personal circumstances, where you live and the type of property and contents you own.

Aviva allows you to generate quotes on its own website at www.aviva.co.uk/insurance/home-products/home-insurance. It does not appear on price comparison sites.

    Check out our guide for more information on how home insurance add-ons, fees and charges affect the price of your home insurance.

    What is Aviva's claims number?

    If you need to make a claim with Aviva home insurance call 0345 030 6945.

    According to the Aviva, it only takes 10 minutes to claim on your home insurance with them. All they'll need to know is what happened and when plus what you're claiming for. 

    The acid test of any home insurance provider is how it handles your claim. In January 2019, Which? surveyed 1,456 members of the general public about their experiences using a major home insurance provider.

    Aviva scored 76%, placing it 6th out of 21 home insurers. It scored four stars for its 'speed of dealing with a claim,' and three stars for 'how they communicate on claim progress.'

    Find out how it compared to other insurers on or guide making a home insurance claim.

    Who underwrites Aviva's home insurance?

    Aviva's home insurance is underwritten by Aviva Insurance Ltd. 

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