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Claims Service Satisfaction Guarantee

The Aviva group of insurance companies is committed to excellence and we guarantee it.

If you're not satisfied with the service you received during the settlement of a covered claim and the situation is not able to be remedied, you will receive 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.

This 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 the value of your claim was determined, 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 the 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 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 group of insurance 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.
2206 Eglinton Avenue East,
Scarborough, Ontario
M1L 4S8.

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 the Premiere Contractor Network vendors who work with our claims experts will be of the quality generally accepted in the industry for as long as you own the premises where the repairs were completed. 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 original estimate provided by the applicable Premiere Network Vendor, 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 the Premiere Network Auto Repair Centres who work with our claims experts 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 an insured loss. The guarantee does not apply to conditions resulting from normal wear and tear, modifications to the original estimate provided by the applicable Premiere Network Vendor and other policy exclusions. For materials or products installed by Premiere Network vendors, the guarantee period is equal to the manufacturer’s warranty.

Call 1-866-692-8482. A Claims Care Advisor will ensure you receive fast, reliable and personal support.

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