“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.”
“Seriously awful experience from October 2021 and still ongoing as of this review date. Personally I would avoid this company at all costs and here's why.
In October 2021 I was involved in a non fault car accident where I was hit by a car who forgot to apply their brakes at a junction, hitting us broad side as we passed.
After having difficulties arranging recovery through the out of hours service I went online to complete the incident form and submit the dash cam footage, photos and witness information in as much detail as possible.
Before I cover all of the negative stuff I would like to say that they arranged for a hire car while mine was being assessed, through Enterprise and the whole service was excellent. Sadly this was the only service they have provided everything else went downhill faster than jumping out of a plane without a parachute.
I called them the next working day to discuss the incident and to find out if they needed any further information only to be told that I needed to re-submit my claim over the phone and re-send the evidence via a different system.
After explaining that I had submitted everything in detail and received confirmation of this, the gentleman said that yes all of this information is on "a" system but he was unable to transfer this across to the main system and needed to be done again.
Flabbergasted, I said what is the point of the online system if you are unable to use it, transfer details or do anything useful with it? He was unable to provide an answer and said that is just the way it was.
This process took a ridiculous length of time and resulted in two other people calling me back for information already provided twice before and corrections for some mistakes made by them.
The staff showed no compassion, came across as being cold and matter of fact, a very uncaring approach. Following this my case was passed on the Carpenters Group for legal representation, from here on things worsened tremendously.
I have never had a claim like this before, probably because this is the first time my mother and I have been injured in a traffic accident. But if this experience tells me anything, I seriously hope I never have one again.
I have tried complaining to the RSA about Carpenters and how things have been dealt with only to be ignored every time. Calls are never returned or emails replied to regarding complaints.
The only way I managed to get a response was to ask Motability to intervene on my behalf, sadly this has still failed to resolve anything.
Communication, service, and support are seriously lacking here, it is hard to believe that on their website they claim to have over 300 years of experience. having personally experienced this so called experience would have to disagree.
I now dislike this company with a passion due to their lack of service, support, and treatment in most aspects of my claim. The only things that went well was the courtesy car and after some difficulties the recovery of my damaged car.
Although they did want to cancel the courtesy car before my new car was ready, which would have left me carless considering mine was written off, it took over a month of arguing the case to keep it.
It is my intention to never use another product or service provided by this company as I have ZERO faith in them, I proactively discourage others from using them and have now taken to social media as I am fed up with the poor treatment I have/am receiving.
I would not mind if I was rude, nasty, or abusive, but when you are polite, patient, and only want to get things resolved it becomes very stressful, depressing, and creates high levels of anxiety.
This is without doubt one the worst customer experiences I have ever had in my life, resulting in having no faith in RSA.”
“RSA simply would not listen to my valid and honest points. A simply misunderstanding cost my their refusal to pay my claim.
I was not listened too or called back after arranged.
I run a business too. So frustrating. I gave up in the end after going around in circles
Do not trust this company”
“I have had our home insurance with this company,for over 40 yrs and recently with police mutual. They are very keen to take your money bit not so keen to pay out .I consider that I had a genuine claim when 80 mile an hour wind blew the barge boards off my garage on the 29th December last. However not according to this lot.there are 46 volume,s of books of excuses. Rsa wrote 45 of them”
“My claim is pending from almost all one month, full week no response on phone call trying more tha 50 times per day.
No e-mail reply. surveyor are totally like working in fish market”
“Under no circumstances get insurance from this company as they just don’t want to pay out or provide a courtesy car even if you pay for that extra.
19th December severe gales had started to bring down trees, on my way back from work on a country lane a tree had fallen onto a fence line and took my passenger wing mirror off, within minutes other cars had hit the same tree (difficult to see).
I tried phoning the insurance after 5pm (I work full time and long hours) and couldn’t get hold of anyone, I was then able to speak to someone on 27th December where the lad on the phone couldn’t commit to what date they’re own garage could do the repairs so said I could sort my own garage out (I didn’t need the car as I was on leave) so I organised it with Hyundai and they would provide me with a courtesy car, I advised the lad on the phone I had booked it in for 5th January and I would get it back by 6th January, all I had to do was to get Hyundai to email a quote through so they’re engineers at RSA could confirm to go ahead.
I turn up at Hyundai on 5th January to find out RSA engineers just didn’t bother to approve the quote, Hyundai tried to phone them to sort out and they still wouldn’t confirm to go ahead. I phoned RSA whilst at Hyundai to ask why they couldn’t approve the work, it’s a full mirror and a tiny dint in the car door, were not talking about £10000s it would’ve have come in at just over £1000, it took another week of me having to chase up what was going on and that I needed a courtesy car. That email from RSA engineers never arrived.
I emailed yet again saying it clearly isn’t working so RSA needed to sort it with their own garage, they agreed that a garage would be in touch and that I would get a courtesy car. A mobile garage phoned me asking for photos of the damage (I had already sent photos to the insurance at the beginning of January) and that they would come to my house, which was great and when I asked when are they doing the work, it would be at least another 2 weeks. This wasn’t good enough, so I had to contact the insurance again explaining that it’s going to be at least another 2 weeks and that they need to be providing a courtesy car.
At the end of January the insurance decided to write to me to explain that as my car is road worthy they won’t be providing a courtesy car (bearing in mind that my car still isn’t fixed and won’t be fixed until after 16th February). I have seen bumpers damaged and within days the insurance company have provided a courtesy car but clearly they wasn’t insured by RSA. God help anyone who has had more damage of their car because you won’t get a courtesy car and it takes a minimum of 2 months to get repaired.
It’s just sheer luck a cyclist hasn’t been taken out or when trying to leave the M6 motorway at junction 31a there hasn’t been an accident, its bad enough round there due to how busy it is and then put someone without a mirror in the mix is just pure stupid.
My car insurance, my husband’s car insurance and home insurance is due shortly for renewal and I can absolutely confirm that we won’t be insuring again with this company as I can’t understand what we have paid for because it certainly isn’t for a courtesy car or customer service and then I’ll have the pleasure of paying £250 excess.
If anything can come from this review it encourages people to look elsewhere for insurance and I have helped saved you the weeks of horrendous customer service and lack of responsibility.”
“avoid this insurance company, I will be nice at the beginning, when compensation is received, I will avoid that in order to cover the costs, very unpleasant people working there delete all negative opinions and nothing will change the fact that 98 percent of people write negative opinions and the truth about them.”
“I was in a collision earlier this month which resulted in my vehicle being written off by the other driver. Thought everything was really efficient to begin with, contacted within hours of the collision having happened and getting a lease car a couple of days later.
That was the good start.
In subsequent weeks following I was contacted with the valuation figure, accepted and I am currently waiting for the claim to be finalised.
On Tuesday I received a message from the lease company that the lease car is out of agreement and I have spent days trying to get any kind of contact with the insurer, that has been seemingly impossible. Turns out they had ended the lease agreement last Thursday and I was not informed until after that fact this had happened. Leaving me in a position where it seemed the vehicle had been stolen because they had cut off the arrangement without informing myself or any kind of contact. Horrible position to have left anyone in.
Impossible to get through to, constantly going round in circles, passed through to the wrong department, cut off and told they are too busy to deal with myself and i have had to return the vehicle with my claim still open. Would not recommend as this has been the most infuriating, impossible experience and now I am without a vehicle as a result of a no fault accident on my part.
Still not receiving an outcome from a call I had earlier today and left in the lurch over something that was the other driver's fault to begin with.
Livid to say the least and still waiting to hear back from someone.”
“Never sign up with these scammers. Had to make a claim which they will not honour. Did not even read the contractor report and made a decision to not pay. Run a mile”
“My property was severely damaged through an accident by Thames Water / Lanes Group contractors recently. The damage involved a collapsed retaining wall and major damage to the extension (cracking and subsidence). I tried to open a claim with RSA about this, and instead they said that I deceived them about past subsidence history. I was not aware of any subsidence history and only recognised a thin crack on the extension wall that I thought was due to settlement. Without even sending anyone out to actually see the damage, they concluded the investigation and voided my policy! I am now stuck with the possibility of paying more than £30,000!!!!! to repair the damages caused by someone else.
Summary: Extremely long response times in urgent situation, ended up voiding my home insurance and leaving me to fend off a massive case by myself! Horrible service.”
“Absolute joke of a company! If less than 1 star was possible I’d leave less.
I used to recommend RSA for home insurance with work constantly and I now have terrible guilt over this due to the experience I have had.
They use a COWBOY company CET for their home emergency. They sent people to our house to correct a boiler issue, who had NO clue what to do, advised we needed a new part (which did not fix the issue) charged us upfront for it, with the promise of refund if this was not correct. Needless to say this was not the case. The issue was not resolved for nearly 4 months in the autumn/winter, make what you will of this.
The issue Of the complaint has continued for 2 years! They are constantly arguing even with the FOS ... to the extant of even after getting a final decision from the FOS they have proceeded to insult us by sending information to the WRONG ADDRESS with a lesser payment that ordered by the FOS.
Constant lies from representatives of RSA and CET have led to stress and mental strain for 2 years.
AVOID AT ALL COST FOR YOUR OWN SAKES AND SANITY”
“Appalling service. They use Evander, who are incompetent and treat customers like dirt. RSA pass the buck back to Evander - so I went round in circles getting nowhere - they ignore all complaints and Evander's customer service lie to customers and do not follow up on complaints. I am calling out RSA Insurance Group for not bothering to give customers an opportunity to express their grievances and do not send out Customer Satisfaction Surveys for us to fill out because they do not want to know all the care about is taking our money. This is done deliberately as they get easy money and do not give a damn about customers. Their customer service do their best to get us off the phone. I have had a nightmare of an experience with RSA and Evander, who are appalling. Evander overwork their installers, who do the job in a rush. They keep cancelling booked appointments and ordered the wrong size replacement door even after measuring and measuring the space. Do they have any brains? They did a shoddy sealant job full of lumps and do not bother to repair the mess they leave behind when a complaint is made. They do not answer queries but are happy to take our money. This is unacceptable and out of order. I have since made a complaint via Resolver which has been ignored by RSA. I will take my complaint to the next level. There are hundreds of dissatisfied customers who have made complaints about Evander's shoddy work, unreliability and could not care less attitude on Trustpilot and these complaints are ignored and this is not good enough. Lydia Hallbrook of Evander customer service, called me before Christmas pretending to be helpful. Told me to call her if I needed anything sorted out. When I finally did call her, her mask had slipped and her personality changed. I was dealing with a Jekyll and Hyde and she was unhelpful and has ignored my emails after she requested further evidence. Do not use these companies they are rubbish.”
