Aviva Canada is a major provider of auto insurance across most Canadian provinces, offering standard coverage and several discount programs. The company's reputation among policyholders is notably mixed, with many public reviews citing significant difficulties during the claims process, including lengthy investigations, low settlement offers for total losses, and perceived adversarial treatment. Aviva promotes bundling discounts and a usage-based app to lower premiums, and it has received industry recognition for its claims service from brokers. For Canadian drivers, understanding both Aviva's coverage options and the common customer complaints provides a practical basis for evaluating this insurer.
Coverage Options and Policy Structure
Aviva car insurance policies include the mandatory coverage required by provincial law, which covers liability for bodily injury and property damage to others. All policies also include standard accident benefits, which in Ontario were subject to an update to mandatory insurance laws in July 2026. In addition to this core legal coverage, Aviva offers drivers the opportunity to purchase additional physical damage protection for their own vehicle. The company does not typically offer online clients the option to fully customize their coverage. Instead, Aviva provides three preset coverage packages online labelled The Essentials, Enhanced, and The Works. If a driver wishes to customize a policy or add specific endorsements not included in these default packages, such as ridesharing insurance, they are generally advised to speak with an insurance advisor or broker. For vehicles over 20 years old, specifically model year 2006 or earlier, Aviva does not provide online car insurance quotes, requiring a phone call to an advisor at 1-844-872-3821 to discuss coverage options.
Discounts and Premium Savings
Aviva promotes several avenues for policyholders to save on their auto insurance premiums. A primary discount is offered for bundling home and car insurance policies together. The company also provides savings for customers who insure multiple vehicles on the same policy. Retirees may be eligible for a specific discount as well. Aviva's usage-based car insurance discount program is called Aviva Journey, which is a mobile app that tracks driving behaviour. In addition to offering personalized auto insurance rates based on driving data, the Aviva Journey app provides access to exclusive rewards and discounts from various retailers, restaurants, and service providers. The company states that these are easy ways to save on car and home insurance. It is important to note that this may not be a complete list of all discounts, as Aviva provides less public information on discount opportunities than some competitors. Drivers interested in understanding all available discounts may need to work with a broker or speak directly with an Aviva representative.
Costs and Rating Factors
Aviva car insurance costs vary based on a wide range of individual rating factors. On average, Aviva car insurance costs around $170 per month for a single driver with a single car. For a household with two cars and two drivers, the average monthly cost is approximately $318. Actual quotes depend on factors such as the driver's age, driving record, claims history, and location. The type of vehicle insured significantly impacts the premium, with high-theft models costing more in areas with high theft rates. For example, Brampton, Ontario is a noted auto theft hotspot, with over 43 million dollars in theft claims in 2025 alone and a 565 percent increase in motor vehicle theft between 2017 and 2025. Quotes for a commonly stolen vehicle like the Ford F-150 would be higher in such a region. Sample quotes for a married couple with a 2021 Ford F-150 and a 2019 Honda Civic ranged from an average of $310 per month for basic all perils coverage to $360 per month for higher coverage levels. The Insurance Bureau of Canada data shows Brampton had over 43 million in theft claims in 2025, which directly influences premiums. Our internal data shows which companies are currently offering the lowest price by aggregate score, but your unique details may get a better price from a different company.
The Claims Process and Customer Experiences
The claims experience is a critical aspect of any auto insurance policy, and Aviva's performance in this area is frequently highlighted in customer reviews. Many policyholders report significant challenges when filing a claim. Common complaints include claims being open for extended periods, such as one hit-and-run claim that remained open for 11 months. Policyholders describe feeling interrogated by adjusters and lawyers, with some stating they felt accused of fraud, such as staging a theft. There are numerous reports of customers feeling they had to constantly prove an accident occurred. The process for total loss settlements is a particular point of contention. Many reviews allege that Aviva quickly declares a vehicle a total loss rather than paying for repairs and then offers a settlement below market value. Customers report that the company uses its own valuation methods, which can include adjusting for expected haggling at dealerships or overestimating depreciation due to mileage, resulting in payout offers thousands of dollars lower than local market averages. These negative experiences are contrasted by industry recognition, as Aviva was named a 5-Star Claims Insurer for both 2025 and 2026, based on votes from its broker partners.
Specific steps and common issues are reported during the Aviva claims process. Customers describe filing a claim as extremely tough. They report that the company makes the process impossibly difficult. Many reviews state that Aviva will quickly declare a car a total loss rather than pay for repairs. Customers also report feeling interrogated by adjusters and lawyers during the claims process.
- Initiating a claim by calling 1-866-692-8482 or using the online digital claims tool.
- Facing requests for extensive documentation, such as phone records, before a settlement is released.
- Experiencing delays in receiving a rental vehicle, even when coverage is included in the policy.
- Receiving low settlement offers for total loss vehicles, with little room for negotiation.
- Dealing with multiple representatives and managers over the course of a lengthy investigation.
- Encountering dissatisfaction with repair estimates and the quality of proposed repairs.
- Feeling that concerns are ignored by customer service representatives during the process.
Reviews cite specific examples of customer frustration with settlements. Another customer reported that after their stolen car was recovered by police, Aviva refused to provide a rental vehicle. The customer also accused the company of writing biased notes during the process. These types of situations are frequently mentioned in one-star reviews. Many of these reviews call Aviva the worst insurance company.
Provincial Availability and Limitations
Aviva Canada does not offer auto insurance in every province due to government-run insurance plans. The company's online quote system will indicate that a postal code corresponds to a province where they do not offer auto insurance, which typically refers to British Columbia, Saskatchewan, and Manitoba. These provinces were excluded from the J.D. Power Canadian Auto Insurance Satisfaction survey in 2019 because of their public systems. In provinces with private insurance markets, such as Ontario, Alberta, Quebec, and the Atlantic provinces, Aviva is an active provider. However, availability for specific coverage types can vary by province. For instance, Aviva Direct may not offer certain types of insurance in a selected province, with a message indicating services will expand in the coming months. The company currently only offers home insurance for owned homes like houses and townhomes, not for renters, and is working on expanding coverage options. It is always necessary to confirm with an Aviva insurance representative whether specific insurance products are available in a given province or territory, as all products are subject to terms, conditions, and exclusions outlined in the final policy wording.
Company Recognition and Additional Services
Beyond auto insurance, Aviva Canada offers a range of other products and has received several employer and industry awards. The company provides home insurance, business insurance, and cyber insurance for both individuals and businesses. Aviva has been named one of Canada's Greenest Employers and one of Canada's Best Diversity Employers for both 2025 and 2026. It was also certified as a Great Place to Work in Canada for 2024 and 2025 and named a Greater Toronto Top Employer for 2024, 2025, and 2026. In 2025, the company's supplier engagement strategy was recognized as a Canada Clean50 Top Project. The company was also named one of Canada's top construction insurers. For policyholders, Aviva offers online account management through a customer portal where they can see policy details, check billing updates, make payments, and download insurance slips like the pink slip. The company also highlights sustainability and climate action as guiding forces in its operations, taking bold action on climate for customers and communities. Aviva's Charged for Change program awarded funding to ten recipients in 2025 to deliver greater access to electric vehicle charging infrastructure.
Comparing Aviva to Other Canadian Insurers
When evaluating Aviva against other car insurance companies in Canada, it is useful to consider both customer satisfaction data and pricing. It is true that car insurance companies sell similar standard policies, but they differ in how they calculate premiums and provide customer service. Third party data from the 2019 J.D. Power Canadian Auto Insurance Satisfaction survey measured insurers on product offerings, price, billing, and interaction. The study gave more weight to product and policy offerings, price, billing, payment and non claims interaction than to the claims process. Aviva was not listed among the top ranked insurers in that study, which named The Co-Operators in Ontario and Atlantic Canada, The Co-Operators tied with the Alberta Motor Association in Alberta, and The Personal took the top spot in Quebec. Analysis of price versus satisfaction often shows that the highest rated insurer for customer service does not always offer the lowest premium. In regions studied by J.D. Power, except for Ontario, the second or third placed company typically offered a significant discount on premiums compared to the top rated insurer. This suggests that drivers may face a trade off between cost and perceived service quality when choosing an insurer like Aviva. Our internal data shows which companies are currently offering the lowest price by aggregate score, but your unique details may get a better price from a different company.
Common Customer Complaints and Their Context
A significant portion of public discourse about Aviva centres on customer complaints, particularly those found in online reviews. Google reviews for Aviva Canada are filled with declarations that it is the worst insurance company, with specific vents including taking over a month to get a new car, a policy cancelled for missed payments, and dissatisfaction with a settlement offer for a total loss. Other critical reviews complain about being dropped for having tickets, repair shop delays, and being asked to pay a deductible for a claim. It is important to consider that Google reviews are often skewed because people tend to write only after a poor customer service experience or if a claim is denied. These reviews can be used to look for a worst case scenario. Similar complaints are lodged against other major insurers like Intact Insurance, which has a 3.9 star rating on Google with 658 reviews, where you can also find one star reviews calling it the worst. The reviewers may be misplacing the blame for negative experiences that are not unique to one company. For instance, a policy being cancelled for two minor infractions, one of which happened a year before the policy started, is a situation described in a review. Customers report feeling that employees act like they own the company and have to pay out of their own pockets, asking detailed questions as if in an FBI interrogation even for a not at fault accident with $700 in damages. These experiences contribute to the mixed reputation despite the company's broker awards.
Steps for Getting an Aviva Car Insurance Quote
Obtaining a car insurance quote from Aviva involves several steps, with specific limitations based on your vehicle and location. The process typically begins on the Aviva website where you pick an insurance product to start a free quote, with most taking about five minutes. You will need to provide your postal code first, as Aviva does not offer auto insurance in provinces with government run systems like British Columbia, Saskatchewan, and Manitoba. If you are in an eligible province, you proceed to enter driver and vehicle details, including your insurance history. If your vehicle is model year 2006 or earlier, the online system will not provide a quote and you must call an advisor at 1 844 872 3821. For newer vehicles, the online tool will generate quotes based on preset coverage packages. The tool uses an algorithm that runs your details through to see what Aviva would charge you. If you are a homeowner looking to bundle, you can add home insurance, but Aviva currently only offers coverage for owned homes like houses and townhomes, not for renters. After receiving your quote, if you wish to customize coverage or add endorsements not in the default packages, you will need to speak with an advisor or broker. The final policy wording contains all terms, conditions, restrictions, and exclusions, which you should review before purchasing.
Understanding the Claims Satisfaction Paradox
There is a notable paradox between Aviva's high broker ratings and the volume of negative customer reviews about claims handling. Aviva was named a 5-Star Claims Insurer for 2025 and 2026, voted by its broker partners. This indicates that insurance professionals who work with the company rate its claims service highly. However, direct customer feedback often tells a different story, with reviews citing adjusters giving them a hard time and making the process extremely tough. This divergence may be explained by differing perspectives on what constitutes good service. Brokers may value efficiency and procedural compliance, while customers value empathy, clear communication, and generous settlements. The J.D. Power survey attempted to balance this by giving more weight to non claims interactions like billing and product offerings. Furthermore, the nature of online reviews means they often capture extreme negative experiences, as people are more motivated to write after a poor outcome. A customer who had been with Aviva for more than a decade without a claim only discovered the company's approach to payouts after a not at fault accident, concluding that lower costs came with harder claims handling. This paradox underscores the importance for drivers to consider both professional industry assessments and firsthand consumer accounts when evaluating an insurer.
Frequently asked questions
What discounts does Aviva car insurance offer?
Aviva offers several discounts to help lower auto insurance premiums. Key discounts include bundling home and car insurance policies, insuring multiple vehicles on one policy, and a retiree discount. The company also runs a usage-based insurance program called Aviva Journey, which uses a mobile app to track driving behaviour and can lead to personalized rates and additional retail rewards. It is advisable to speak with an Aviva representative or broker to understand all discounts for which you may be eligible.
How do I file a claim with Aviva Canada?
You can file a claim with Aviva by calling the claims care line at 1-866-692-8482. Alternatively, you can submit a claim online using the company's new digital claims tool. This tool allows you to choose when to submit your claim and receive progress updates by email or text. Once a claim is initiated, a claims care advisor is assigned to guide you through the process. However, many customer reviews report that the claims process can be lengthy and involve a detailed investigation.
Can I get an online quote for any car from Aviva?
No, you cannot get an online quote for any car from Aviva. Aviva does not provide online car insurance quotes for vehicles over 20 years old. Specifically, if your car's model year is 2006 or earlier, you must call an Aviva advisor at 1-844-872-3821 to discuss coverage options. For newer vehicles, you can obtain quotes online through their website. However, customization of policies may require speaking with an advisor or broker.
Is Aviva car insurance available everywhere in Canada?
No, Aviva car insurance is not available everywhere in Canada. It is not available in provinces with government-run auto insurance systems. If you enter a postal code from British Columbia, Saskatchewan, or Manitoba, the online system will state that auto insurance is not offered due to government-run plans. Availability for specific insurance products can also vary in other provinces. It is important to check with an Aviva representative for the most current availability information.
What is the Aviva Journey app?
The Aviva Journey app is a usage-based insurance program. It tracks your driving behaviour to potentially earn you discounts on your auto insurance premiums based on safe driving. The app also provides access to exclusive rewards and discounts from various retailers, restaurants, and service providers. Aviva promotes the app as a way to get on the road to savings and safer driving. It is part of their effort to offer personalized insurance rates.
Why are there so many negative reviews about Aviva claims?
There are many negative public reviews about Aviva claims. These reviews often focus on the claims process, with customers reporting lengthy investigations and low settlement offers for total losses. Customers also describe a feeling of being treated adversarially or having to constantly prove their claim. It is important to note that such reviews often represent worst-case scenarios. They may reflect frustration with situations that could potentially occur with any insurer. Conversely, Aviva has been voted a 5-Star Claims Insurer by its broker partners for both 2025 and 2026.
Sources and further reading
- Aviva Auto Insurance Reviews insureye.com
- The Best Car Insurance Companies in Canada ratehub.ca
- Aviva Canada: Get Insurance Quotes Online & Compare Auto ... aviva.ca
- Aviva Insurance Company of Canada Reviews wallethub.com
- Aviva Car Insurance Review (2026) policyme.com
This article explains how things work and is not financial, tax or legal advice. Rules, limits and rates change, so check the current figures with the Canada Revenue Agency, your province or your financial institution before you act.