Claims Service Satisfaction Guarantee

Trusted by over 2.8 million customers

Our Guarantee

We are committed to delivering excellent 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 coverage for the remaining period of the policy.

This 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 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.

Property Lifetime Guarantee  – The Lifetime Workmanship Guarantee promises that any workmanship completed by one of our Premiere Contractor Network vendors will be of the quality generally accepted in the industry for as long as you own the premises where the repairs were completed and continue to insure the premises with a subsidiary insurance company of Aviva Canada Inc. The Lifetime Workmanship Guarantee is provided by the applicable Aviva subsidiary insurance company. The guarantee applies to damages that are a direct result of an insured loss. The guarantee does not apply to conditions resulting from normal wear and tear, deterioration, modifications to the Premiere contractors estimate or repairs and other policy exclusions. For materials or products installed by Premiere Contractor Network vendors, the guarantee period is equal to the manufacturer’s warranty.

Auto Lifetime Guarantee – The Lifetime Guarantee promises that repairs completed by one of our Premiere Network Auto Repair Centres will be of the quality generally accepted in the industry for as long as you own the vehicle. The Lifetime Guarantee is provided by the applicable Aviva subsidiary insurance company. The guarantee applies to damages that are a direct result of an insured loss. The guarantee does not apply to conditions resulting from normal wear and tear, modifications to the original estimate and other policy exclusions. For materials or products installed by Premiere Network vendors, the guarantee period is equal to the manufacturer’s warranty.