MyAviva Ratings and Reviews

Absolutely unusable

From the very first moment this new “sales”orientated app replaced the original, it has been nothing but trouble. Yes it loads and looks very user friendly, great if I want to buy a product, but very unpredictable if I want to see my two pensions and ISA investment.
From day one I could not see any of details within my account, this was rectified after several months of emails and promises that it will be fixed.. the ISA performance is still not available and I think it’s now been over a year..
After the current update of this app, it’s like Russian Roulette if I can get any information on the balance of my accounts.
FYI I am using iPhone 6s Plus and IPad Air2 both with latest updates, in addition I also have the same issue when using safari web browser on iMac..
please can you update me on when this will be rectified.

Developer Response ,

Hi Specs1, we are currently working on this issue and will be deploying a fix shortly to rectify this. Apologies that you have encountered this issue.

Awful (Pension Info) App

Where to begin? * App takes forever to start up. * App is not really intuitive. * Top section of the app is taken up with advertising for discounts off car insurance, home insurance, etc. I don't want to purchase any further services from Aviva, and can't dismiss the advertising banner. It takes up unnecessary space from pension information I really want to see. * The pension info is broken down into 2 main "sections" - A "Pension" section and an "Investments" section. Not really sure why my company pension is classed as a "pension" and my SIPP is classed as as an "investment". * The company pension info is poor. It would be really good to have some simple line charts, stats, etc. to see how the fund has performed over x period rather than just a flat fund value. These should be displayed as standard rather than having to click into them. * The SIPP pension info is poor. It's not easy to see what proportion of my investment is in cash and what proportion is actually invested. It would be really good to have some simple line charts, stats, etc. to see how the fund has performed over x period rather than just a flat fund value. These should be displayed as standard rather than having to click into them. * The app needs to be better formatted for mobile use. When investing in my SIPP, the app tells me it might not be able to complete the process properly if doing this via a mobile device. Developers - Please make some much needed improvements - Soon!

Developer Response ,

Thanks for taking the time to provide us with your valued feedback. It is a shame to see that the app has not lived up to your expectations however, we will ensure that your feedback is taken on board to help improve our customer experience and app functionality. Many thanks ~ Mike

Disappointed

The reason for this rating is in one response too the email you have just sent after two holidays cancelled this year both of which not my fault tour operators choice both times both holidays of which I used you for cover for you too rearrange cover for one after new dates sorted by my tour operator of which you have nearly doubled my policy stating it’s because of the time in relation too the cancellation and when the policy will restart and you saying you had too cancel the old one and take out a new one and today after me requesting a refund for the second holiday policy that just this week was cancelled you tell me I’m only entitled too a small amount only from the time left on the policy I’ve lost trust I feel it’s win win for aviva some how you have more than I do in they way of my money for policies I have paid for and not been able too use it dosn,t balance too me this is why you have a low rating I’m a return customer of yours but I’m seriously questioning my future and the cheek of asking me too rate the service miniutes after I’m challenging your email how would you expect me too rate you !

Navigating the site

Hi team generally a good site but one screen advises that I can see my transaction history and when I click in, the screen shows what my value is, a pension presentation, what my fundsinvest in, my retirement age ... but no transaction history. I used the chat function which when using the iPad you can’t see what you type and the type pad on the iPad hides the box on chat I type in. Also when typing the page the background scrolls up and down so before you start chat you have to add you policy number but as the screen starts to jump you have to memorise this. I was speaking to Josh who was very helpful and explained I may need to access my money and explained I needed to click the further info button. When I did this it took me to the page and the chat disappeared it looks like chat doesn’t migrate to different pages so what josh explained has now gone.

OMG when trying to submit this it asks for a nickname and all my choices have been taken I even tried no nickname just to pos5 this 😩😩😩

Developer Response ,

Hi Anynamewiilldo . Very sorry to hear that you have encountered this issue, please can you contact us on myavivaapp@aviva.com so we can investigate this for you.

Multi Policy Customer Can’t Buy A New Policy

I have 2 cars insured with Aviva plus a household and buildings insurance. I use the app and online services, yet when I try to buy a new car insurance policy, I am put into an impossible loop. The Bot asks what I want, I say to buy a new policy, it says I can’t buy another Aviva plus online and gives me an 0800 number to call. The options ask me for my policy number type. When I press 1 for my number I’m told I have to deal with Aviva online and get shut off.
I then try to get contact numbers online…. Nothing. So I go onto the internet and get as far as putting my details in for a quote and the system jams and won’t move. I assume because I’m already a customer.
So far I’ve wasted 1 hour going around in circles and I’m actually trying to buy more insurance. This is no way to treat a customer who’s already paying a considerable amount of money to the company. Aviva should provide existing customers with a number they can call and speak to a real person.
Customer service rating for Aviva……0

Developer Response ,

Hi Reasonable1, Sorry to hear that you're having problems with the app. Could you email us at myavivaapp@aviva.com and we can take some details from you and investigate the issue. thanks The MyAviva App team

Making a motor claim is a nightmare

Making a motor claim is a nightmare, you have to wait ages in the call queue when trying to talk to the liability team with no facility for a call back, no one is proactive, calls back or responds to email requests for an update, you have to do all the chasing and never get to talk to the same person. You can’t do any of it using the MyAVIVA app. It's taken 7 months for AVIVA to agree liability. My dashcam footage was clear that the third party was at fault but the AVIVA liability team would only agree 50/50 liability with the third party but the claims teams agreed with me that the third party was at fault. When you finally get to talk to the liability team you have no option but to accept their decision, they are not interested in your opinion even though you were in the accident with a witness. I am still waiting for the 50% excess money to be paid back that I had to pay to AVIVA’s accident repair company.

Developer Response ,

Hi There, I'm sorry to hear that you had been involved in a claim and I hope that no one had been hurt. It's a shame to see that you are unhappy with the outcome of your claim and my apologies for the delays you have had getting in touch / having to chase us for updates. If you have not already raised your concerns with our claims team, please could you email avivamotorclaims@aviva.com with more details along with your full name, contact and policy number. They will be able to make sure these are logged and investigated. ~ Mike

Disappointed

Phoned to advise that I would like to draw my pension. I was advised that a notification would be sent to the claims department and I would receive an email for me to electronically sign to start the process. I was advised that this could take up to five days, Well it has now been seven working days!!!! Also have been advised that the payment can take up to twenty working days. My goodness at this rate my children may end up with my pension. Not the first time I have been let down, nearly lost my flat as I with drew money for the deposit and it took over two weeks. After endless phone calls I got my money. Actually I got two payments lol but had to pay one back to them ASAP and I’m not talking about a small amount either. Stop blaming the pandemic for the slowness of business, people work from home and the office now. Please sort yourselves out

WORST INSURANCE IN WHOLE UK

This insurance company is a scam, you might be able to pay lil bit less compared to all the other insurances. But in return don’t expect anything at all they will try to make up the stories and everything to avoid to help you in any kind of issue. They’ll be doing the things without your confirmation. I have 3 policies running with them and for once in 4 year I called to get help and in return they every single of them telling me the different stories, such as your cover is expired even though it was clearly running and valid. After 3 calls I was able to verify with the customer service chat online that the cover is still valid and everything is in cover and that’s just because I went through to read my policy and showed to them. Seems like everyone in this company is a boss and will do whatever comes to their mind.
Please avoid them for your own good.

Slow, clumsy and confusing

Logging on and navigating between screens is painfully slow. Tabs, buttons and links are scattered around liberally, with identical or very similar names and nothing else to distinguish them. Harsh blue and yellow colours are unhelpful. The documents and message system is clumsy and filled with repeat messages that contain no actual data, eg about adviser charges. The investment performance reporting capability is adequate except for the main summary which is peppered with mysterious figures with baffling labels that even the support desk cannot decode. But you can monitor investment progress if you can bear the slow, clumsy and confusing interface which is the recurring theme of this web app, and the mobile version is even worse. Occasional upgrades make things look a bit different but deliver no material improvement. Overall, it’s a terrible experience, unfit for purpose. Must try much harder.

Should be no stars

Since the time this app used to work there have now been several 'bug fix' versions which do not get any further than a pop-up saying 'We are having problems logging you in. Please try again later'. I note other reviewers have been having similar problems and my iPhone SE is a fairly standard phone so I won't have Aviva waste my time any more with the Aviva stock answer making personal issues out of global problems pointed out to them. This app would still get no stars, but just like insurance companies, the Apple programming forces users into options which aren't correct data to proceed. I note however that some people are rating this highly enough for Aviva to at least match the TSB app for stars. Given the problems also in Aviva keeping my personal data unchanged on its website, I have begun to wonder how many people are there at Aviva who are faking it in IT.

Developer Response ,

Hi VidWatch,

I’m sorry to hear that you are still experiencing problems accessing your policy information. We are aware of some problems with our internal systems, which mean that retrieving policy information for some customers is taking longer than usual. The MyAviva app displays the error message you detailed after a period of trying to access so that the app isn’t constantly attempting to load the information.

When convenient for you, if you could get in touch with us at myavivaapp@aviva.com with your policy number, we can get some further details from you and look into the specific issues with your account and get this working again for you.

Please accept my apologies for this inconvenience

The MyAviva app team