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.