Making a claim

Making a claim is easy.

Just call 1-866-MY-AVIVA (1-866-692-8482) and a Claims Care Advisor will ensure you receive fast, reliable and personal support and service, 24 hours a day, 7 days a week.

You’ll also have exclusive access to:

  • The Premiere Network – A network of preferred vendors selected for the high-quality and customer service they provide. Be it auto repair shops, contractors or property restoration experts, these are professionals that get the job done right for you. When you choose to use Aviva’s Premiere Network, we guarantee the work.
  • Premiere Healthcare –  Ensures you receive timely and appropriate health care services if you’re injured in an auto accident, a benefit included in your insurance policy. Let us take care of the details, so you can concentrate on getting better.

And, your claim is backed by the industry-leading Claims Service Satisfaction Guarantee.


From time to time, we may contact our customers to request feedback in order to improve our services and continue to build them around your needs. Participation in these surveys is completely voluntary.  If you do not want to complete a survey, you may decline when you are contacted or you may let us know in advance by e-mailing CAPrivacyOfficer@avivacanada.com.

Aviva’s Premiere Network is a network of preferred vendors selected for the high-quality and customer service they provide. Be it auto repair shops, contractors or property restoration experts, these are professionals that get the job done right for you. When you choose to use Aviva’s Premiere Network, we guarantee the work.

Aviva’s Premiere Healthcare ensures you receive timely and appropriate health care services if you’re injured in an auto accident, a benefit included in your insurance policy. Let us take care of the details, so you can concentrate on getting better.

Aviva Claims Service Guarantee

We’re committed to delivering excellent service. We set the expectations for our service up front and then deliver on them!
 

If you are dissatisfied with the service we provide during the settlement of a covered claim and we are unable to remedy the situation we will pay you an amount equal to the current premium of your policy, in addition to the settlement amount. Our claims service guarantee extends to your satisfaction with the service you receive, not our decision on coverage or evaluation. This payment does not affect your coverage for the remaining period of the policy.
 

This guarantee is not applicable in the case of disasters or catastrophes, such as ice storms, hailstorms, hurricanes, tornados, blackouts, forest fires, or any event beyond our control, including unusual market conditions that would impact the ability to service your claim. This guarantee may be amended or terminated at any time.
 

This guarantee applies to home and auto personal insurance policy claims across the Aviva family of companies across Canada, effective April 7th, 2008.
 

The guarantee does not extend to warranty coverage. For our Ovation product, there is a $10,000 (CDN) maximum cap payable on this guarantee.

Payments for Claims Service Satisfaction Guarantee requests will not be issued under the following circumstances:
 

- There is a disagreement on coverage

- There is a disagreement on a settlement amount

- The claim has been denied due to a policy exclusion or violation of a statutory condition

- If a service failure has been made or caused by the policyholder

- There is a disagreement with respect to a fault determination
 

Policyholders must make a claim for the Claims Service Satisfaction Guarantee to Aviva Canada in writing.
 

Letters may be addressed to:
Senior Vice President, Broker & Customer Experience, Claims & Customer Service Operations
Aviva Canada Inc.
2206 Eglinton Avenue East
Scarborough, ON M1L 4S8