I was involved in a accident last year and RSA insurance (Royal Sun Alliance) were the underwriting insurer. I did not receive any paper insurance documents from them and when I was involved in a collision where a car drive into the back of me they immediately passed me to a claims company Albany Assistance. Suffice to say that Albany Assistance (and Helphire - both 'preferred partners' of RSA) were anything but helpful and I am now spending considerable amounts taking them to court.I am a little suspicious of the 'glowing' and rather 'samey' reviews on this board as this does not seem to be the experience of others on similar review boards.No, sorry but I cannot at at all recommend a company that shuns dealing with the customer themselves and simply passes on the buck to third parties.
I like many others am guilty of taking insurance with the cheapest provider irrespective of their reputation. However since taking a job in Insurance over 5 years ago I am now more cautious about which company I buy my car insurance with. I work for a large insurance broker and RSA is an insurer we have been working with for a number of years.
In December 2008 I was unfortunately involved in an accident that was no fault of my own. I was travelling along the road at 30mph when a third party came out of a junction turning right and crashed into the side of my car. My vehicle was unroadworthy as the metal of the door sill had punctured the front near side tyre, and my door was also dented in rather badly as well as the front wing and the light.
I called RSA immediately and was passed to a claims handler who was based in the UK. This firstly to me is a bonus as I hate dealing with foreign call centres. They asked me firstly was I ok. They then arranged for recovery of my vehicle within an hour. The local recovery firm they employed was really efficient and I was kept informed right up until they removed my vehicle. The accident happened at around 6.30pm so my vehicle was taken away overnight for storage. Luckily I wasn't too far from my home and I was able to get home easily. The following morning at 9am RSA rung me again to check that I was ok and to ask me where I would like my vehicle to be taken for repairs. I had a brand new Vauxhall so I instructed them to take it to my local dealer which they advised me would be no problem but I would need an estimate and the engineer would need to authorise the repairs. They also arranged for me to have a courtesy car which was a like for like vehicle. I have an Astra VXR and I was provided with a Golf R32 with a similar bhp that very afternoon. The engineer also went to inspect my car and authorise my repairs immediately. My car was fixed and back on the road within a week.
At every step of the way I felt informed and kept up to date by RSA. They also followed telephone calls up with letters and they always contacted me unless I missed their call due to work. Their staff were professional and helpful. They also waivered my excess as the other person had admitted liability, they sucessfully managed to claim the money back from the other insurer within two months of the accident, after this had happened I had a final letter to confirm the claim had been dealt with.
I would definately insure with RSA again, especially if they can offer me a competative premium. Their staff were knowledgable and helpful and my claim was handled with the minimum disruption possible to me.
I also made a claim for personal injury which I will review separately as Aviva the other drivers insurance company dealt with me directly for that.
RSA e choice was the cheapest quote on Go Compare. I decided to go with them. After inputting my details and using debit card to pay for the insurance, their website popped up with a message saying "SORRY - WE ARE EXPERIENCING A PROBLEM WITH OUR WEBSITE - PLEASE TRY AGAIN LATER". There was no acknowledgement of the transaction going through. Several hours later I repeated the process and this time their website acknowledged the transaction. "GREAT" I thought. The following day, I noticed on my online banking that the original attempt had been successful after all and I had been charged TWICE! I was horrified to see I was £611 out of pocket and as a result left overdrawn right before Xmas. I rang them to try and resolve this and was told "OH WELL I CANT SEE IT ON OUR SYSTEM". I remained calm and agreed to a call back the following day from them. This came and I was informed that the money would be put back into my account. Eight days later I am still waiting for the money to be returned. I have called them back again and they have again promised 3-5 working days. I am still waiting. Up to now this has been a very bad experience. I have also had problems logging into their website several times and received the message SORRY - WE ARE EXPERIENCING A PROBLEM WITH OUR WEBSITE - PLEASE TRY AGAIN LATER". This is very very poor for an online car insurance company. I am very worried now and feel I am going to have to fight to get the money back that is owed to me and that was overpaid due to their problematic website...
I have had 2 claims completed by RSA with which I will share the details...
The first claim was when I was driving my car to Gullivers World in Warrington where me and my 5 year old daughter were travelling together. A lorry decided that he didn't want to be in the right hand lane anymore and pulled into me, dragging my car down the main road for quite some distance. He eventually stopped and I pulled onto the embankment so other cars could get past. Luckily I had my RSA tax disc in my car and called them immediatley before I even got out of the car and gave them mine and the lorry driver's details and that of the lorry. As I didn't have breakdown cover they advised me that they were unable to come and rescue me and that I should drive the car home as to me it just looked like the bumper had come off and dented a bit of the back panel.
I drove the car home (after stopping off at Gullivers World to calm down a bit!) and the next day a pick up van arrived to deliver me a lovely new courtesy car (without the massive signs that say "courtesy car"! and to take my car to be repaired, within the week my car had been fixed and redelivered to me and had also been valeted! Everythign sorted with no problems at all!
My next claim was following my usual long day at work, I returned to my car, which was parked on a road outside my employers premises and found that the back end of my car had been crushed and a note on my windscreen to say a lorry had collided with my car and did not stop along with the lorry company details and the witnesses telephone number.
As I didn't have breakdown cover at the time (you'd think i'd learn wouldn't you?!, I had to drive the car home and again within the day my car was picked up and dropped off for repair. I was then called by a car hire firm (Enterprise) to say they would be picking me up for me to choose which courtesy car I would want while my car was being repaired.
RSA were very good at keeping me in the loop about my claim as they said that the driver of the lorry had denied hitting my car, despite me sending diagrams of the road and knowing that lorries travel on that road frequently and also having a witness! RSA told me not to worry as they would just recover my expenses back from the company's insurer, although i did have to pay my excess.
A couple of days later I was called by the garage to say my car was a write off and that RSA would be in touch.
That day RSA called me to say that my car was a write off and that they would send me a cheque for the value of my car - £2500. I must admit I was surprised they paid me quite so much for it! They also repaid me my excess and said that i was able to keep the courtesy car until the end of the week in order for me to find a new car.
I am again insured by RSA (and yes another claim is going through! - my fault this time!)
I suppose like many other car owner/drivers who have morals and standards, we do not like to claim against our insurance policy if we have a misshap in the car.
I am such and during my 38 years of motoring must admit to having some, but not many, accidents.
Not all were my fault I hasten to add, but of those that were I often had the repair done myself bearing obviously the full cost to avoid paying extra premium on renewal.
I have been with several major insurers over the years and paid high premiums thinking I was getting better value at times when I needed it.
Silly, because I seldom claimed.
However, a few years ago I swithced to Royal and Sun Alliance for insuring my car, my wifes and the house and contents.
You guessed it, a few weeks ago I needed to claim.
I reversed my Honda Civic into a skip causing damage to the bumper and a little to the rear offside area.
Now my insurance has protected no claims for life for as long as I remain insured with R & S A. and all at no extra cost. No extra premium ever.
At my age, early sixties, I couldn't take the fuss or palava of sorting it out myself so rang the insurance.
This is going to be difficult I thought, forms to complete, a multitude of questions, you know the sort of thing.
The person at the other end of the phone couln't have been more helpful or considerate.
I can deal with this over the phone she said, and so she did.
I explained I had reversed into a skip, described the damage, gave her my policy number and that was that.
It's you that are at fault but I can authorise the repairs straight away she said.
Asked when it was convenient for the car to be taken and arranged the day and time to suit myself.
I courtesy car will be provided, it was, and the repair duly carried out with a lifetime guarantee on the work done.
No matter how many claims, your premium will not increase as a result she informed me.
I did have to pay £150 excess and I would question where the fault lay because the skip had no warning lights or cones but the insurance didn't follow that one.
All in all, I am more than (excuse the pun) delighted with the service and will say beyond doubt, it is worry free and professional.
That's what insurance should be.
This is to give warning to others dealing with Insurance Companies. Recently my vehicle was stolen and recovered. The insurance company, Royal SunAlliance decided that it was not economic to repair. They had requested various documents in advance of knowing whether repairs were possible. I was kept in the dark for far to long before I was told that they would not approve repairs. The documents requested were ?Vehicle Registration Document, MOT?s, Service Documents, and Driving Licence?. On the grounds of security of my Licence I refused to send the original but agreed to send a copy. Despite requesting documents be returned to me, as legal owner, they were ALL shredded. Be very suspicious of releasing a driving licence to anyone except the law encase of possible misuse of information and the possibility of the above happening. I wonder what would have happened if I had sent my original licence and they had shredded that. What would be the legal position? I believe that the customer must be the only person to decide if documents such as ?Copy of a Driving Licence and Service Documents? should be destroyed and not company employees. They should always return documents immediately after inspection and without delay. Has anyone else had a similar situation?
Given the choice, I'd never claim on my insurance, ever. It's one of those annoying things that I see sucking up cash from my bank account every month, but really I don't want to give it any further thought. This year however, it's been at the forefront of my mind. After 3 claims in twelve months, I'm glad 'm with Royal & SunAlliance (RSA). I didn't select them myself, I'd gone through brokers chasing the best deal. Cheap doesn't always equal good, but RSA were very competitive for the cover I wanted. Back in the spring my garage was broken into and my bikes stolen. One phone call to RSA to register the claim and one to the police to register the theft. Within 24 hours RSA had arranged for Halfords to call me to value my bikes. All I had to do was tell Halfords the models and all the extras fitted to the bikes, they told me the latest equivalents and RSA sent me a voucher for £570 to spend at Halfords. I didn't have to choose the exact equivalents, and as I held out for the sale, I upgraded. Then in June disaster struck. I arrived home late after working away, put some laundry on and went to bed. I woke up dreaming about a river, but figured it was the rain outside that set me off. I woke a second time, again dreaming of rivers. I thought it must be my subconscious telling me I needed to pee, so I got up. Once in the bathroom I realised the source of my dream. There was water running downstairs. I ran down to the kitchen to find the floor soaked and the washing machine pumping water out from under the sink. In my half asleep state I tried to reattach the pipe that had come loose, but the whole Chinese puzzle of plumbing came apart in my hands. I'd doubled the water flow. I decided to catch the water in the washing up bowl, but being a lazy git I'd left a pan to soak after burning risotto. I poured the rice filled water down the sink, jus
t before remembering that I'd just disconnected it. I now had rice and water pouring over my feet and the carpet, but at least the washing machine had stopped. I don't know if you've ever disconnected all the pipes under your sink, but when I did I couldn't work out how they went back together, and as they were coated with icky goo I dumped them in the (now empty) washing up bowl, and filled it with hot water and super strength Domestos. Then the washing machine kicked in again! In an attempt to stop the flooding I took off my bathrobe and used it to absorb some water, but it didn't help. The flow kept on coming, and I worried that it would leave the kitchen and flood the rest of the house. Luckily I'd thrown out some old pillows that night, so I went outside to the bin to retrieve them, in a pathetic attempt to build a dam. The security light came on, and there I stood, buck naked on the patio, rooting through the bin at 1am. At this point I had to find it funny, or cry. Back in the kitchen I threw the pillows down and then had an idea, the kind of idea that normal people would have had as soon as they noticed that the washing machine was faulty. I switched it off! The water stopped. I stepped backward saying 'Doh!', and kicked over the two litle bottle of super strength Domestos all over the sodden carpet. In the morning I called RSA. No problem. They would organise for someone from allied Carpets to come around and assess the damage. The next day Allied Carpets duly rang and arranged an appointement to measure up. Unfortunately I was to be away working again, and we couldn't hook up for a visit for a week. I worried that by then the house would stink. I called RSA. No problem. They advised me that I could rip out the carpets and underlay, just so long as I kept them in the garden until the chap came around. Again I have an Allied Carpets voucher for the cost of equiv
alent flooring, plus fitting. Again I'm going for a new look. Somebody broke into my car this week. I'm insured through the AA. I was mightily relieved when they told me that they had reinsured me through RSA. Previous insurers have made me find quotes and select suppliers, they've quibbled over valuations and knocked money off for depreciation. Others would have charged me a special 'stupid tax' for my valiant attempts to make my kitchen worse. With Royal & Sun Alliance I feel I can sleep safe at night knowing no matter how inept I am, they'll pick up the pieces.
I have recently taken out both household and motor insurance with Royal and Sun Alliance and my advie to everyone is to be very wary, write down what you are ofered and the names of people you have spoke to. I first took out home insurance, received a reasonable qoute and received the documentation very quickly. There were a few mior queries which were sorted out with a telephone call. So far so good. I then took out some Motor insurance. I was given a quote, told how much my payments would be per month and sent the documents and direct debit to sign, which I returned straight away. I got a major shock when I found, a couple of weeks later, they had taken twice the amount agreed. I rang them up and spoke to a gentleman who explained that as I was paying at the end of the month, and they charge a month in advance, the first payment would be twice the normal amount. No-one had mentioned this to me previously and I was quite upset at being misled. I know that in the year I will still pay the same amount I was still upset they had taken more money than they should without letting me know. The guy I spoke to PROMISED to refund half the payment to my bank account within 7 days. 7 days came and went an no money. I rang again and was told they had no records of this earlier call. Only after I called them back and gave the name of the person I spoke to id they believe a refund had been promised. After looking into it I was told that a refund shouldn't have been promised and I was not going to get my money back. I found this treatment very poor. If a compnay promises something they should honour it, even if it is a mistake. Nedless to say I am now taking my insurance business elsewhere. The moral of this story is always write down the names of people you speak to and what they say. Also remember that is you are not satisfied, you can go elsewhere, I did and have now got a better deal anyway!
Myself and my business partner are the throws of taking over the business we currently work for. Being new to the business scene, we were worried about what we would require in the insurance department. We initially contacted the insurance company who currently deal with the business, but we were put off by the lack of info that they supplied us. We didn't just want to carry on with the existing policy! Eventually I spoke to our bank (Natwest) who talked me through the insurance requirements, The best quote by far coming from Royal SunAlliance Insurance, the quote was given over the phone and followed by a letter and a quote in a easy to understand form with discriptions of what exactly was insured and how much for. I would certainly recommend this company, the whole policy has been sorted out within 24 hours, unlike the current insurance company who has taken almost 2 weeks to sort out a quote!