My boyfriend and I took out a home insurance policy with Aviva, as they offered a competitive deal and they seemed to be a company we could trust. When we took out the policy we were happy with what we were offered, how easy it was to understand the terms and how simple it was to pay for it and actually confirm the policy.
That said, when it came to actually trying to claim, it was a lot more complicated. We had a car crash earlier on in the year, and we had two laptops and tablets in the boot of the car. We naturally thought we could claim for the damage of these through our car insurance, but we were actually told that it was better to claim for them under the remote contents cover for our home insurance.
We called Aviva and they were very helpful and positive on the phone. They asked what exactly had been damaged, and when we said we weren’t sure if there was proper damage on some other items in the boot, the lady on the phone said she’d just claim for all of it as it was better to be safe than to be sorry weeks later when they stopped working.
We thought it would be as simple as that, but then they started asking for original proof of purchase, and they wanted to take all the items away for inspection for a number of weeks, but without providing a replacement. We both used our laptops for work, and the damage was cosmetic, so we couldn’t be without them. They never gave us any other option and we just felt like they had said one thing and then decided another once they had looked into the case. We haven’t renewed our policy with them.