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Claims Service Satisfaction Guarantee

Trusted by over 2.4 million customers

Our Guarantee

We are committed to delivering excellent insurance claims service. We set the expectations for our service up front and deliver on our promise. We guarantee your satisfaction with Aviva’s claims service, or your money back.

If you are not satisfied with the service you received during the settlement of a covered claim and we are unable to remedy the situation, we will pay you an amount equal to the annual premium of your policy at the time of loss, in addition to the settlement amount you receive for your claim.

Our guarantee is about your satisfaction with the service you receive during a covered claim. It is not about your satisfaction with any of our decisions regarding coverage, how we determined the value of your claim, the settlement amount, fault determination or any policy exclusion. Payment under the guarantee does not affect your insurance coverage for the remaining period of the policy.

This claim service guarantee is not applicable if our ability to service your claim is impacted by a disaster or catastrophe, such as ice storms, hailstorms, hurricanes, tornados, blackouts, forest fires, or any event beyond our control including, but not limited to, unusual market conditions.

This claim service guarantee does not extend to warranty coverage and there is a $10,000 (CDN) maximum amount payable.

This guarantee applies to home and auto personal insurance policy claims for the Aviva family of companies across Canada, effective April 7th, 2008.  This guarantee may be amended or terminated by us at any time. 

Policyholders requesting a Claims Service Satisfaction Guarantee payment must send a written request to Aviva Canada Inc., 10 Aviva Way Suite 100, Markham, Ontario L6G 0G1.

For personal auto claims, send to the Vice President, National Automobile Claims and for personal property claims, send to the Vice President, National Property Claims.

Lifetime Workmanship Guarantee - Property 
The Lifetime Workmanship Guarantee (the Guarantee) promises that claim-related repairs completed to your home or business will be free of workmanship defects. The Guarantee applies for as long as you own the premises where the repairs were completed. The Guarantee applies only to approved repairs of damage which were a direct result of your covered claim and performed by one of our Premiere Contractor Network vendors. It does not extend to any work that may have been completed beyond the scope of a claim. The guarantee does not apply to damage resulting from normal wear and tear, deterioration, and to the exclusions under your insurance policy. The Guarantee is non-transferable.  The Lifetime Workmanship Guarantee is provided by the applicable Aviva subsidiary insurance company.

Auto Lifetime Guarantee 
The Lifetime Guarantee (the Guarantee) promises that repairs completed by one of our Premiere Network Auto Repair Centres, or an Aviva Auto Care Centre, will be of the quality generally accepted in the industry for as long as you own the vehicle. The Guarantee applies to damages that are a direct result of a covered loss. The guarantee does not apply to conditions resulting from normal wear and tear, modifications to the original estimate and the policy exclusions in your auto policy. For materials or products installed by Premiere Network vendors, the guarantee period is equal to the manufacturer’s warranty. The Guarantee is non-transferable.