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 pensions, life insurance, private health insurance, and a stocks and shares Isa.
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.
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, 22 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) |
|
| Buildings and contents |
| Renewal fee (£) |
|
| Buildings and contents |
| Home emergency cover - standard, optional, not covered? |
|
| Buildings and contents |
| Home emergency cover (£) |
|
| Buildings and contents |
| Owner's / Occupier's liability (£) |
|
| Buildings and contents |
| Accidental damage cover - standard, optional, not covered? |
|
| Buildings and contents |
| Subsidence - standard, optional, not covered? |
|
| Buildings only |
| Alternative accommodation (£) |
|
| Buildings only |
| Burst pipes - standard, optional, not covered? |
|
| Buildings only |
| Blockage of sewer pipe - standard, optional, not covered? |
|
| Buildings only |
| Single item limit for valuables - max limit (£) |
|
| Contents only |
| Contents in the open - within home boundary i.e. garden (£) |
|
| Contents only |
| Contents in outbuildings - including garages (£) |
|
| Contents only |
| Theft from outbuildings (£) |
|
| Contents only |
| Personal Possessions - standard, optional, not covered? |
|
| Contents only |
| Personal Possessions limit within a car (£) |
|
| Contents only |
| Bicycles - standard, optional, not covered? |
|
| Contents only |
| Mobile phones (away from home) - standard, optional, not covered? |
|
| Contents only |
| Does mobile phone cover include calls? |
|
| 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 |
|
| Clarity of policy |
|
| Dealing with queries |
|
| Ease of managing your policy online |
|
| Transparency of charges/penalties |
|
| Dealing with complaints |
|
| Experience of making a claim |
|
| Value for money |
|
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 2018, Which? surveyed 1,447 members of the general public about their experiences using a major home insurance provider.
Aviva scored 71%, placing it 10th 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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