Aviva can trace its history back to the late 1600s, when it was founded to provide fire insurance, eventually joining its fire brigade with others to form the London Fire Engine Establishment in 1833. Originally called Hand in Hand Fire and Life Insurance Society, the provider has undergone numerous name changes, becoming Aviva in 2002.
Aviva provides a wide range of insurance products, including life, health, home and car insurance, catering to 18.7 million people in the UK, Ireland, and Canada, and paying out £23 billion in claims in 2022 alone.
Committed to being ethical and responsible, Aviva has accreditations from The Good Shopping Guide and The Good Business Charter, and in 2021, was the first major insurance provider to announce plans to become net zero by 2040.
When looking for car insurance, shopping around and comparing quotes is important. This ensures you’re getting the best cover for your money. In this review, our researchers look at what Aviva has to offer in terms of cover, as well as how it rates with existing customers and experts.
What car insurance policies does Aviva offer?
Aviva offers a couple of car insurance policies – comprehensive, which includes telematics, and third party, fire and theft. Unlike many other insurers, Aviva does not offer third party-only cover.
Comprehensive
Aviva’s comprehensive car insurance cover includes:
- Loss or damage to your vehicle or battery (including fitted accessories)
- Damage to someone else’s car, or injury to them
- Uninsured driver cover
- Vehicle recovery to an Aviva-approved garage
- Out-of-charge recovery for electric or hybrid cars
- Vehicle recovery in the event of illness
- New vehicle replacement
- Windscreen or glass damage
- Loaned vehicle cover
- Personal belongings up to £500
- Child seat cover
- Tool cover up to £500
- Replacement locks
- Driving other cars if you’re aged 25 years or older
- Legal fees
- Motor injury protection up to £5,000 per person (driver, their partner, or named drivers)
- Individual no-claims bonus protection
GA Telematics
Provided by General Accident, a registered trademark of Aviva, telematics cover is designed for new drivers aged 17 to 24 years old, and gives a premium calculated on your driving habits. Depending on your car’s make and model, these are measured via a self-installed or professionally fitted black box device.
The device records several factors, including:
- Cornering
- Lateral movement
- Acceleration
- Deceleration
- Speed
- Road type
- Time spent idle
- Mileage
- Time of day
Your driving behaviour throughout the year will be taken into account when calculating your renewal premium, with discounts given for good driving.
If you are taking out General Accident car insurance cover and are aged between 17 and 24, you cannot buy a policy without telematics terms.
Third party, fire and theft
Aviva’s third party, fire and theft cover includes:
- Loss or damage to your vehicle or battery as a result of fire or theft (including fitted accessories)
- Damage to someone else’s car, or injury to them
- Vehicle recovery to an Aviva-approved garage if your car is damaged as a result of fire or theft
- Legal fees
- Individual no-claims bonus protection
Aviva’s car insurance policies compared
| Policy name | Cover type | Age range | Courtesy car | Breakdown cover | Windscreen cover | Telematics |
|---|---|---|---|---|---|---|
| Comprehensive | Comprehensive | All | Optional | Optional | Yes | Optional for those aged 17-24 |
| Telematics | Comprehensive | 17 to 24 years | Optional | Optional | Yes | Yes |
| Third party, fire and theft | Third party, fire and theft | All | No | Optional | No | No |
Aviva additional features
Aviva offers a number of additional features, allowing you to tailor your cover.
Optional cover for third party, fire and theft policies
- Motor legal protection
- Breakdown cover
- Protected no-claims discount
Optional cover for comprehensive policies
- Motor legal protection
- Breakdown cover
- Protected no-claims discount
- Courtesy vehicle
- Foreign use
- European breakdown cover
- Motor injury protection, plus up to £120,000 per person (driver, their partner, or named drivers), plus up to £500 each, per claim, physiotherapy cover
Aviva car insurance customer service
Aviva offers several methods for contacting its customer service – online chat, email, or phone, but our researchers found that unless you already have an Aviva policy, getting in touch is frustratingly long-winded.
Our researchers asked the online chatbot service questions about Aviva’s telematics policy. It replied that Aviva doesn’t offer black box insurance, despite the website listing it as an option. The chat service claims to provide relevant phone numbers; however, after multiple attempts, asking a range of questions, a phone number failed to be produced.
Ringing the number for customer services resulted in being told no one was available to take our calls and to send an email through Aviva’s online contact form. This happened on numerous occasions and at different times of the day. The online contact form says customers should receive a reply within 24 hours.
Making a claim with Aviva car insurance
You can make an Aviva car insurance claim through its online chat service, your Aviva account, or phone. Both the chat service and your Aviva account require your policy number to continue with your claim.
Phone:
- After dialling 0345 030 6925, you’re asked if it is a new or existing claim
- You must confirm what type of claim you’re making, eg breakdown, glass, theft, or accident
- Depending on your answer, you’re transferred to the relevant department.
Aviva car insurance phone numbers
Customer services: 0345 030 7077
New car insurance claims only: 0345 030 6925 (24 hours)
Roadside assistance in the UK: 0800 015 5755 (24 hours)
Aviva opening hours
- Monday to Friday: 8am to 6pm
- Saturday: 9am to 3pm
- Sunday: 10am to 2pm
- Bank holidays: 10am to 4pm
Cancelling Aviva car insurance
Cancelling your Aviva policy can be done over the phone, in your online account, or by filling out an online form. You must provide your policy number and the date you’d like your policy to end.
Cancellation fee
You can cancel your policy within 14 days of purchase or renewal, and Aviva will refund
any money paid, providing the cover hasn’t started. If you cancel after that, your refund is reduced for the cover period, and you’ll also be charged a £38 admin fee.
Customer reviews
Aviva has a Trustpilot rating of 3.9 out of five stars, with almost 32,000 reviews. However, this includes its other products and services and is not limited to car insurance. Four and five-star reviews account for 82%, while 16% score one and two stars.
Many of the negative reviews mention the same problems trying to contact Aviva that our researchers experienced, with customers expressing frustration at a lack of communication. Conversely, other reviews comment on the ease of setting up an Aviva car insurance policy.
“Very easy and pleasant journey to set up car insurance from start to finish. Well done all.”
- Kevin Knight, via Trustpilot
“Aviva I believe to be a good insurance company. However, the advert says that you can call for a quote with their friendly staff. This is a lie; you cannot get further than an automated voice that says he will put you through. It then says not available. This gives [no] confidence to a potential customer should a claim arise after purchase. Please put this right. Not everyone likes using a computer, and I for one had a few questions to ask that are not listed.”
- Malcolm, via Trustpilot
“I am surprised at some of the reviews. I have had two non-fault accidents in the last three years. On both occasions, my car was collected promptly, their approved garage kept me fully informed, and the car was returned to my home address. Aviva paid the excess for me on both occasions, and I didn’t have to pay any money to them. Pretty much faultless. Nor were my premiums increased following these claims, unlike some other companies. My only criticism is the delay in replies to messages sent via their online form and the half-hour wait to speak to anyone. Not unlike most companies these days, though. However, once you get through to them, they are knowledgeable and helpful. If they could answer messages and the phone more promptly (more staff) they would be excellent.”
- M. Rogers, via Trustpilot
Aviva compared to its competitors
Our researchers looked at Aviva alongside several competitor providers, taking their Trustpilot and Defaqto scores into account.
Defaqto analyses market research and development, consulting industry experts to produce an independent report on a broad range of financial services, including car insurance.
Aviva and its competitors hold equal Defacto scores. However, upon closer inspection, its third party, fire and theft cover scores three stars. Admiral is awarded five Defaqto stars across all its cover levels, except its Essentials policy.
Admiral also beats Aviva on Trustpilot, with 4.4 stars, although Flow wins out of the car insurance providers compared, with 4.6 Trustpilot stars.
| Provider name | Trustpilot score | Defaqto score |
|---|---|---|
| Aviva | 3.9 | 5 (3 for third party fire and theft) |
| Admiral Group | 4.4 | 5 (3 for Essentials cover) |
| Flow car insurance | 4.6 | 5 |
| esure | 3.1 | 5 (4 for third party, fire and theft, and 3 for Flex policy) |
Summary
Aviva car insurance offers several policies and optional extras, allowing you to tailor your cover to suit your requirements and budget. It also provides, through General Accident, telematics cover, which, depending on your driving behaviour, can give discounts on renewal premiums.
However, the problems contacting customer services experienced by our researchers cannot be ignored, especially as the issues are mentioned in many Trustpilot reviews.
Making an insurance claim and cancelling your policy appears simple, and Aviva has one of the lowest cancellation fees at £38 – Admiral charges £60.
When considering car insurance, it’s essential to get several quotes. Every insurance company calculates risk differently, leading to variations in premiums for the same driver and vehicle. By comparing quotes, you can identify and select offers that provide the cover you need at the right price.
Aviva car insurance FAQs
You can ring Aviva’s customer services helpline on 0345 030 7077. If you need to make a claim, ring its 24-hour claimline on 0345 030 6925, or call 0800 015 5755 for roadside assistance. However, despite numerous attempts, our researchers found it difficult to get through to Aviva on the phone, an issue that was echoed in its Trustpilot reviews.
Aviva delivers several car insurance policies with a range of additional options, allowing you to get a customised policy that suits your needs and budget. The provider scores four out of five stars on Trustpilot, which places it behind Admiral and Flow.
However, comparing quotes when looking for car insurance is vital to find the most cost-effective policy that offers you the best-suited coverage.
Car insurance companies determine premiums by considering various criteria. Typically, they’ll ask about your age and occupation, as these factors significantly influence risk assessments. They will also want to know your driving history, annual mileage, and car make and model.
Katharine brings over a decade of writing and research expertise, collaborating with some of the UK’s top organisations, such as the Independent, the Federation of Master Builders, Architectural Digest, and Cuvva Car Insurance. Her areas of specialisation include renewable energy, advanced technologies, and various aspects of home improvement, like kitchen renovations, combi boilers, and double glazed windows.
