Aviva and water damage: what’s covered and how the claim works
This page explains how Aviva handles water damage on a home policy, in plain language, with the facts taken from Aviva’s own website. It is general information, not advice on your policy. Your policy documents and your claims representative are the final word on what you hold.
Which Aviva coverage applies to what you’re seeing
Start with where the water came from. That decides which part of the policy it falls under.
- Burst pipe, leaking water heater, failed appliance
- Basic water coverage, included in every Aviva home policy.
- Backup from a sewer, septic system or sump pump
- Sewer backup. Optional coverage.
- Overflowing river or lake, sudden surface run-off
- Overland water. Optional, and only with sewer backup.
- Ground water entering suddenly
- Overland water. Optional, and only with sewer backup.
The Aviva detail most people miss
Aviva will not sell overland water coverage on its own. It has to be bought together with sewer backup. So if your policy shows overland water, you almost certainly have sewer backup as well. If it shows neither, a flood from outside and a backup through the floor drain are both likely to be excluded.
Aviva’s overland water coverage is broad: overflow of fresh water, sudden surface water and run-off, and ground water entering suddenly. That matters in the GTA, where most basement floods in a storm are a mix of drain backup and water through the foundation.
How to open the claim with Aviva
Call 1-866-MYAVIVA, which is 1-866-692-8482, at any hour. Aviva’s Claims Care Advisors answer 24/7, 365 days a year. You can also submit the claim online.
If you bought your policy through a broker, let the broker know too. They can often chase the claim for you if it stalls.
Aviva’s approved vendors, or your own contractor
Depending on the loss, Aviva can arrange repairs through its own network of approved vendors. Ask your advisor what your options are if you would prefer to use a contractor you have chosen.
Whoever does the work, the claim moves faster when the evidence is in order from day one. We supply the written scope, daily moisture readings and photographs, and we answer the adjuster’s questions directly.
What to do in the first hour
Cut the power if water is near outlets or the panel, stop using drains if water is coming up through the floor, photograph everything, and call the claims line. Then get the water out. Your policy expects you to prevent further damage, and fast drying is the single biggest factor in whether this is a drying job or a rebuild.
Our experience with Aviva claims
Insurance claims are most of our work, and we have handled claims for Aviva policyholders. We know what the Aviva claims team asks for and how its water coverage is set up, so the evidence your adjuster needs is collected from the first hour instead of pieced together afterwards.
You deal with one team from the first call to the final repair. We answer the adjuster’s questions ourselves, and we tell you plainly what your policy is likely to cover before any work that is not an emergency.
Common questions
Does Aviva home insurance cover a flooded basement?
Basic water coverage in every Aviva home policy covers common sudden water damage such as a burst pipe. Water backing up from a sewer, septic system or sump pump needs the optional sewer backup coverage, and flooding from outside needs the optional overland water coverage.
Can I buy Aviva overland water coverage on its own?
No. Aviva says overland water coverage must be purchased together with sewer backup coverage.
What is the Aviva claims phone number?
1-866-MYAVIVA, which is 1-866-692-8482, answered 24/7, 365 days a year.
Do I have to use Aviva’s approved vendor?
Aviva can arrange repairs through its approved vendors depending on the loss. If you want to use your own contractor, raise it with your claims advisor when you report the claim.
Is Delta24 affiliated with Aviva?
No. Delta24 Restoration is an independent restoration company and is not affiliated with or endorsed by Aviva.
Where this information comes from
Checked against Aviva’s website in September 2026. Insurers change product names and wording; if anything here differs from your policy, your policy wins. Aviva is a trademark of its owner. Delta24 Restoration is an independent restoration company and is not affiliated with or endorsed by Aviva.