Do not place your Buildings Insurance with Aviva - AVOID AT ALL COSTS. ZERO STARS DESERVED. In October 2019 my neighbours flooded my property leaving my bathroom with significant damage and unusable. The handling of my claim from Day 1 by Aviva has been appalling. Firstly they lost my claim and did nothing; in the meantime the ceiling collapsed causing more damage. The Loss Adjustor assigned, and the surveyor they employed, mis-surveyed the property then proceeded to keep me in an unsafe property until I ended up moving myself out due to severe asthma attacks caused by the damp and dust. The treatment by the Loss Adjustor has been disgusting, gaslighting springs to mind, not to mention all of the mistakes they have made and games they have played due to their penny pinching and prime focus to achieve their bonuses. The building company assigned uses cheap materials and labour that can only be described as jack of all trades and cowboys. 15 months on I still do not have a bathroom and it is unsafe. The work that has been done is defective and needs ripping out and starting again and 50% of the works are not complete despite both of Aviva's subcontractors claiming it is. Then there is the damage caused to other rooms in my property by the subcontractors; carpets not covered up and now ruined, items broken, scruffs and dints out of my walls requiring redecoration. There is over £5,000 worth of damage and that's before you calculate the costs of putting the bathroom back to the way it was pre-flood. I have sent Aviva pages and pages of complaints and numerous photos but they still don't believe me and just send me back to their incompetent subcontractors. My complaints are pretty much ignored by Aviva, no apologies, nothing addressed, questions ignored, nothing done to put anything right. E-mails are ignored, call are ignored, voicemails not returned, investigations and responses to formal complaints in my opinion do not meet the guidelines set out by the Financial Ombudsman and Financial Conduct Authority (FCA). I sent a separate complaint re the latter and someone from Aviva called and said they agreed with me; then the CEO's office got involved and then suddenly my complaint is once again not acknowledged and nothing is done. There seems to be a tactic of dragging out responses to complaints, it is now 5 months since my original formal written complaint which took Aviva 2 months to provide a formal response to, and then pointing people to the Financial Ombudsman in the hope people will go there and stop contacting Aviva. Great tactic Aviva as you know the wait time is around 4 months and people can't live a normal life in a property without a bathroom. I am now over 12 months living in a property without a safe and fully working bathroom. Nothing has been done in over 9 months. Aviva my contract is with you, you are responsible for the subcontractors so stop hiding behind this and either sort out the issues with alternative subcontractors or pay me a settlement so I can bring my own contractors in to do the work. Do not subject me to another 15 months of hell which has damaged both my mental and physical health. Having read multiple reviews for Aviva I am horrified by how Aviva treat their customers and the impact this is having on people - stress, depression, heart attacks, financial hardship. It is utter hell dealing with this company. I have sent a letter directly to the CEO of Aviva UK and await a response. I will provide updates through this channel on progress, or lack of.