Royal & Sun Alliance (RSA) Complaints

Been trying to log on to my RSA eChoice insurance policy for a few weeks now,would like to have a copy of my Policy documents,but keep getting the following :…
Our site appears to be having a few problems, but don’t worry – we’re working hard to fix it. Please try again soon.
Have sent several emials to them,and as yet had no reply,and have also phoned them,they said it will be sorted soon !
They seem cheap on there insurance prices,but i now dont think its worth it

Royal & Sun Alliance completely messed up on paying out on my endowment maturity. They took weeks and a huge number of email, phone and letter exchanges to resolve a very simple issue – policy comes to an end and requires a payout. Letters to the Chairman and Chief Andy Haste achieved nothing, even when I sent them to their home addresses. Only the threat of buying a share in RSA and coming along to the AGM to confront him personally persuaded Andy Haste to apologise. Along the way the Financial Ombudsman found in my favour and awarded compensation. It’s now galling to see Andy Haste praised to the heavens for the great job he’s done for RSA, and in line for a top job with RBS – as far as I’m concerned they are welcome to him. I for one will be withdrawing business from them, and will never conduct business with any company that employs him.

BEWARE part of the claims department for the RSA is now in India. They called to inform that a client had committed fraud by claiming twice for the same claim (how!!) and would be taking away NCD leaving £1,000’s of pounds to repay.

Aftering ring the claims department and being kept on hold for over 37 mins no one was able to help. I will be taking the matter to RSA HO in UK.

An absolute disgrace of a company, avoid at all costs! The way in which this company operates is surely boarder line illegal. So shrouded in how they operate and when you don’t renew your policy and actually confirm not to renew online they just renew it anyway then charge for the privilege of having to cancel a policy you didn’t even take out in the first place. It cost me £65 to get out of an insurance policy I didn’t take out and when I finally got through on the telephone I was told that it was a rolling contract and renewed automatically even though I confirmed not to renew online and told that it was in the t and c’s and therefore had to pay a cancellation fee!! A cancellation fee for a policy I never renewed and I still have not received my proof of no claims from them DISGUSTING and surely illegal?

God almighty you must want your brains tested to go , R Hill

My 70 year old mother took out insurance on line with EChoice RSA. Despite asking for the policy on numerous occasions, did not receive. However, they confirmed my mother was insured and money had been deducted from bank. Three months later she was stopped by the Police … you’ve guessed it – not insured! The policeman tried his best to sort it out by phoning EChoice but they close at 5 pm! He told her that her car would have to be seized, 6 points on her licence and a fine – she would also have to go to Court! She would also have to pay to get her car back. I eventually got through via Live Chat to Echoice that evening and they emailed to confirm that she had insurance and that the error was due to an ‘administrative error’. The email was taken to the police station the next day and although she did not have her licence taken, she was told that she would have to go to Court. She then spent three hours queuing up to retrieve her car and had to pay £150. I believed this company were reputable as underwritten by RSA, however, I can only agree with all the other terrible comments people have made about them … it’s unfortunate we had not read them prior to taking out the insurance. If you are reading this and have not yet ‘signed up’ DON’T. All I can say is “you get what you pay for” and “if it sounds too good to be true, it usually is”. I will now try to get back the money my mother has had to pay out but I don’t hold out much hope. As for compensation for the trauma and embarrassment of her ordeal … that would probably be a miracle!! Good luck.

Following a car accident of which THEIR client admitted liability 15 weeks ago these fools are still trying to get out of paying us out not content with not paying us, they have also not paid the car hire company to which we have had had to pay £500! They are a joke they do not have the courtesy to reply to complaints. They should not be allowed to mess up people’s lives like they do. Their staff are rude and non compliant. Have had to take it further and waiting to take them to court. To be avoided at all costs!

i michael neild have a mobility car with insured rsa 6 times i have waited in for to garage to get the car repaired without success due to the large amount of complaints about the car & not turning up when we were told they were going to turn up & supply us with a courtsey car friday the 30th august 2013 we got told we would have a courtsey car guaranteed while our car get repaired done to the car turn up at our house i consider the amount of times gone to attempt to get our car been told the car repaired is unexceptable the amount of time cost us staying in at home noone turning up when they say i therefore feel that the rsa insurance we were informed & guaranteed to get the car repaired & replaced this as not yet happened i consider the company rsa have a bad repution when we were told the car as to be repaired my oppinion they have a bad repetion if it means this amount of times it as to be waiting in each time we were going to get a courtsey delivered to our house excuses after excuses not the way to run a company also i am therefore compensation for all lthe upheaval it as caused this was done by my wife due to unable to do this through dementia so i am now seeking compensation due to what i have put forward in this complaint mr michael neild 1 whitby road runcorn wa75ps 01928771519

After four long phone calls (listening to music for half) several promise – all without substance I tried to get in touch with RSA complaints dept. but was told I could not contact them directly but had to wait for a line- manager to forward my complaint. I then wait up to 5days for a reply. There is apparently no-one on phone or on-line that I can connect with! Is it any wonder the company is in such a mess. I spoke to multiple employees in apparently different countries all promising to sort out my complaint but 3 months on I am no further forward. Time to get a grip Adrian Brown you are the one earning the big bucks and I am one of the unfortunates paying you

My husband died in August 2013. Through grief I did not get around to calling Royal Sun Alliance to cancel the insurance on his car until early November 2013. I continued to make the payments, the car was not used and just left on the driveway.

I contact Royal Sun Alliance who asked me to send a copy of my late husband’s death certificate which I did.

They acknowledged receipt and told me I was due a refund of £293.10 which was credited to my account. However, the cancellation scheduled actually said I was due in excess of £400. I accordingly rang them in December 2013 and was told that a cheque for the balance would be sent out.

I rang them back in January 2014 only to be told that I was not entitled to the balance and indeed I owed them £60. I asked them to explain and they said a letter would follow. A letter never followed by then I started to get calls from a Collection Agency who I have spoken to on a number of occasions and explained the situation. I sent them copies of the paperwork and am still waiting to hear from RSA. I actually telephoned them today only to be told they would get back to me.

My husband died in horrific circumstances and to say I am disgusted with the way I am being treated is an understatement.

RSA is like dealing with a second rate company … all kinds of excuses and tricks … They imply do NOT honor their agreements or behave in a professional manner. It’s like dealing with high school kids. Stay away from RSA … they will you certainty cost you money and frustration. If you ever need to make a claim …???… it will most likely be worse.

I think there should be a rating site for insurance companies to protect people … from the bad ones.

Please, please stay clear of RSA and John Lewis insurance!don’t get conned into buying their insurance policies because they are worthless!…the staff are deceitful and misleading, they fob you off with lame and feeble excuses!…even when you are covered! It has been over three days and our house remains damaged. Yet, John Lewis and RSA have failed to take any action. I have never come across such blatant incompetence and stupidity! The undue they have caused my elderly mother is disgraceful!…don’t be fooled by those slick John Lewis adverts because their insurance policies are toilet paper! So please people, spread the word and don’t experience what we are going through!

dog insurance is the pits they promise to get back to you and they dont ,ive even written to the ceo of rsa ,guess what no reply ,overall verdict poor and i even had to put my poor dog to sleep ….. shame on you

i have a policy with RSA i was not even in my car at the time should be settel by now they have emails from third party,witness every time i ring they just put me off saying it takes time very disapointed i have spoke to the ombusmen advise me to make complaint in writing .

Claim number 201407009433
Car Reg RA53 CCE

I am wriing to make a complaint as I sent in a receipt for my car bill which I sent in a few months ago now and heard nothing until two weeks ago when I heard I couldn’t get my money back after ringing to chase it as hadn’t heard anything! as the work I had done to my car was wear and tear not due to the crash. This is not true as the car door opened before the crash. The consumer care team were very good and rang me back quickly to discuss it and see if I agrreed with the answer to which I said NO. So they said they would look into it as well for me and help me. Very helpful this team was. I then got a phone call from a manager to ring him back which was fine as I am a teacher so hard to answer my phone. I did ring him back twice and he was not available and I was told he would ring me around 4.15pm to discuss what would happen next once I was back from work.But he has not rang me back again. It costs me money to keep ringing to fight for this money which I shouldn’t have to do especially when told I would get a call back. I really could do with this money as Christmas time.I am very unhappy with this service.
I will have to ring again to chase it which I’m not happy with. Look forward to hearing from you
Regards Nicola Smith

ROYAL SUN ALLIANCE – WARNING to all Insurance brokers and agents who sell HOUSEHOLD insurance policy. If you value your reputation and wish to to continue to provide a meaningful and continued duty of care to your clients.PLEASE NOTE AND TAKE APPROPRIATE STEPS.

On the 20th November 2014,(yes 2014) this is not a Typographical error, a flood occurred in my property due to the negligence of a third party.

The Matter was reported to my insurance broker and the matter was passed on to one of the agents of the ROYAL SUN ALLIANCE by the name of Anne Christie who was I understand under the direction of her male superior whose name I do not know.

The kitchen was gutted under the direction of the RSA and all the plasterwork downstairs up to a height of approximately 3 feet was hacked off, the tiles in the kitchen had to be removed because there was water under the tiles.Their incompetent agent having argued it was dry which it wasn’t

The RSA recommended an agent to do the reinstatement work, through a subcontractor. The schedule of works was so incompetently done that it omitted many major factors, the errors were admitted and a additional schedule was was prepared and to be included, this was very recently after I believe about a year after the flood. Further, omissions were found which showed water under the tiles in the Lounge.

Ever mindful of my duty to minimise my loss I stayed in a property abroad at my expense. and up to now I have paid approximately £14000.00 in mortgage payments on the affected property which was uninhabitable, the reinstatement work should not have taken more than 3 month.

The contractors recommended for the work had made so many mistakes that I decided to instruct someone else recommended, they wanted £6000.00 up front The RSA (Anne Christie) sent £5000 but my instruction were to only send them £2000, initially which I found strange. I transferred £2000. to their account which was rejected, ‘you are messing me around’ was the response and withdrew and refused to work for us, back to square one.

Then the RSA asked the money back which was returned, then they couldn’t find it and I have never had confirmation that they received it, to this day although it was sent in accordance with their instructions. Then I asked them for funds for expenses payed by me, the response was that they were not using their usual email anymore and they had not got the details and apparently my phone wasn’t working, absolute rubbish. I am funding the RSA to a substantial sum within the policy terms but ignored. I am now short of money as a result.

Anne Christie sent a damp proof ‘experts’ around, the same guy who cocked up the last time and his report bears no relation the the instruction given to Anne Christie and that has been made clear. Do you think that some one might have given me a call, because my phone works and always has.

This lot, the RSA are a shower, please read the complaints section on face book and elsewhere, I called the RSA to make a complaint but there is another RSA not related to the Royal Sun Alliance, they called me back and explained that although they have the same initials they have nothing to do with the Royal Sun Alliance and were tired of getting irate clients about the service of the Royal Sun Alliance.

AVOID THE ROYAL SUN ALLIANCE- TO PROTECT YOUR REPUTATION

claim No 201503031356
I am a mobility customer the RSA are a disgrace one year on and still waiting for them to deal with the return of my excess phone
numerous time and been told its still on going no letters
from them not helpful on phone keep well clear 00 rating

To the people at RSA who sent a thug out to pick up my car who was unable to do his job and refused to accept my legally binding cover note:
This man assaulted me,reversed into me with the driver’s door open,(this led to my wallet with all my available money falling into his car) then kept driving at me when I tried to stop him leaving until the police arrived.
Then he stopped and got out the car when I was able to start filming the incident.I have been left with no money over the weekend,a vandalised car that has now been left in that state for two weeks.
Perhaps your first question to the MD of the garage should be to ask him to access the GPS of where the car was when the police had left my house(all I asked for was my wallet back.When someone is prepared to behave this way I think it would be somewhat risky to press charges when they know my address and have all my personal possessions from the wallet)
He was parked out of the way and I saw him from my window leaving as soon as the police left looking at his phone when I text him asking to return my wallet (I realise he never meant it to fall in the car.He just meant to smash me with the driver’s door when he reversed)
I realise I am just the little man and you are the big powerful company but I will not rest until someone acknowledges that you sent a thug to my home who assaulted me and caused me a whole load of trouble.
Don’t you find it strange that a man wearing black clothes and a visor jacket wouldn’t wait for the police?
I swear I will make sure the truth of this story gets out,and I certainly won’t be paying ANOTHER £100 excess when the man you sent got that plus another eighty pounds plus irreplaceable photos of my child.
I will get someone to listen to me,even if it’s an online journalist.The truth will come out.

I entrusted RSA to deal with my claim I am third party. I would advise anyone against this. They have been incompetent and biased throughout this happened on the 06/09/2016 to date they have been saying they are at fault for hitting me in rear but not at fault for my vehicle being shunted into a post. They have put me through a lot of grief I have lost all confidence in them as they are incompetent I have seen the reviews and I am not shocked in being treated like this. It is the RSA thing. I believe the FOS need to investigate what happens there I advise people to look for any alternative I myself will fight for my vehicle to be repaired even if it means going to court. Their POlicy holders word is just not enough for me even if it is the case for them. as the man was scarred anyway and dishonest. It will take much more I will turn every stone to make sure Justice prevails.

I am writing to complain of the appalling service received while using your Home Emergency service. I phoned the contact number at 2330 on Friday 10th March 2017. I explained that I needed a electrician as we had lost power.I also explained that I am a O.A.P. with heart conditions. I was worried that we would have no heat in our bungalow on a wet and cold night.
I was told that an electrician would be sent and that I needed to have my mobile close to hand. I stayed up as I did not wish to miss the call.
At 0040 I received a text message saying that you were having trouble contacting a electrician and a approx time of his ETA.
By 0830 0n Saturday 11th March 2017 I phoned the helpline to see where he electrician was. I was informed that they were having difficulty in finding one?
After I complained about the appalling service they agreed for me to contact a local electrician.
I did get a local electrician and he fixed the problem.
I note with interest that many customers on here has had difficulties with RSA. Their Home Emergency cover is a joke. Apathetic at best with no interest in customer service.
Have reported RSA to LLoyds and will have this extra cover removed from my home insurance.
Have suggested to Lloyds to find another company to run their emergency cover.

After an unauthorised entry into my property(break in), I have been waiting for 7 days for RSA office to contact me!!