Disappointing and frustrating experience with RSA My recent experience with RSA has been extremely disappointing. I was shocked when customer service confirmed I was liable for an incident—despite the fact that I had never accepted liability. This miscommunication caused a major delay in my claim, as I was left waiting for the car to be assessed under the assumption the process was moving forward. Before I even lodged a formal complaint, I was accused by a manager of delaying the process and was told my argument wouldn't hold up in court. This was incredibly upsetting, especially considering that I had made it clear I was unsure about what had happened and hadn’t definitively claimed fault. After filing a customer service complaint, it was confirmed there was a recording verifying I never claimed liability. I eventually received a customer service award and an apology, acknowledging the poor handling of my claim—but to my surprise, this "award" was later included in the overall cost of the claim. This felt misleading and unfair, as the gesture had been given in good faith. To add to the confusion, when I queried my step-back information, one customer service rep told me I'd only been stepped back two years, while another told me I had three years' no claims bonus. This was completely inaccurate and contradicted my official documents, causing even more stress and confusion. Overall, I feel extremely let down by RSA's handling of my case. I was treated unfairly, misinformed, and made to feel like I was the problem—even when recordings proved otherwise. I expected better.