Absolutely shocking customer service. I recently moved from a big city to the quiet countryside. I informed aviva and they said my policy was increasing by £150, which I begrudgingly accepted as it was lifetime cover I had with them. Anyway long story short after five years with them, and with two months passed on the renewal, they decided that my policy was not increasing by £150 and that it was actually increasing by £850, for no reason what's so ever, and all I was told was it was not them that set the amount. I would strongly recommend people avoid them at all costs as I believe it is just a way for them to avoid covering my dog in the years that he is more likely to need cover. So after paying £50 a month for the last five years for lifetime cover I have had to change to a better company.
We have had our 4 year old miniature schnauzer insured with Aviva since September 2012. In March this year he became seriously ill with multiple problems. Aviva Pet Insurance have been outstanding - they have paid claims totaling around £5000 quickly and without question. You can choose how you have your claims paid - either to yourself or directly to your vet and during the claim process they keep in touch by text and email - they notify you when they receive the claim form, when it has been passed for assessment and again when your claim has been approved. We have just received our renewal and we were anticipating a whopping rise in premiums, however, this was not the case the premium had only increased by £3 a month. Would definitely recommend Aviva - they have been faultless with our insurance.