Royal & Sun Alliance Insurance Group Plc Insurance Agency in Manchester

Reviews

1. John-Paul Stevenson ★☆☆☆☆

   Extremely Poor Experience Since October 2021 – resolved one day before the statute of limitations. My dealings with this company have been dreadful from the outset in October 2021 and, incredibly, the issues are still ongoing. I would urge anyone to avoid them, and here’s why. Back in October 2021, I was involved in a non-fault collision when another driver failed to brake at a junction and drove straight into the side of our car. After struggling to arrange recovery through the out-of-hours team, I submitted the online incident form along with dash-cam footage, photographs, and full witness details. Before I discuss everything that went wrong, I should acknowledge one positive: they did arrange a hire car through Enterprise while mine was being assessed, and that part of the process was excellent. Unfortunately, that is the only thing they got right. From that point on, everything spiralled downhill faster than someone jumping from a plane without a parachute. I called the next working day to check whether they needed anything further, only to be told that I had to start the entire claim again over the phone and resubmit all evidence through a different system. Despite confirming that all the information I had provided online had been received, the adviser explained that it was stored on “a” system that could not be transferred to the main one. When I asked what purpose the online system served if they couldn’t actually use the information, he had no answer other than, “that’s just how it is”. This absurd duplication took an unreasonable amount of time and led to two additional calls from other staff asking for information I had already supplied and even requesting corrections to errors they themselves had made. The staff came across as cold, unsympathetic, and completely lacking in basic customer care. Things deteriorated even further once my case was handed over to the Carpenters Group for legal representation. I’ve never had to make a claim like this before, probably because this is the first time my mother and I have been injured in a road traffic accident. If this experience has taught me anything, it’s that I never want to go through one again. I attempted to raise complaints with RSA about Carpenters and the way everything was being handled. Every call and email was ignored. The only time I got any kind of response was after asking Motability to intervene, but even that failed to resolve anything. Communication, service, and basic support are almost non-existent. Considering their website boasts over 300 years of combined experience, my own experience suggests quite the opposite. At this point, I have developed a deep dislike for this company because of the way they have handled my claim. Aside from the hire car and eventually sorting out the recovery of my vehicle very little has gone smoothly. They even attempted to withdraw the courtesy car before my replacement vehicle was ready, which would have left me without transport despite my car being written off. It took over a month of constant arguments to prevent this. I have absolutely no intention of ever using any product or service from this company again. I have lost all confidence in them and actively advise others to avoid them. I have even taken to social media because I am exhausted with the poor treatment I have received. I could at least understand if I had been rude or unreasonable, but I have been nothing but polite and patient throughout. When all you want is for matters to be resolved, the whole situation becomes mentally draining, stressful, and anxiety-inducing. This is, without question, one of the worst customer service experiences I have ever had, and it has completely destroyed any trust I once had in RSA.

   almost 8 months ago
2. Adam Ryan ★☆☆☆☆

   Incorrectly placed a record on the CUE database for me, pushing my insurance premiums up. When contacted them to resolve the issue was met with rudeness and reluctance to accept responsibility. Add into that the automated system on the customer service number is a labyrinth that often kept taking me to dead ends in which the line would simply get cut off. Terrible experience.

   1 year ago
3. Robert Pugsley ★☆☆☆☆

   Wish I could give it 0 stars. Paid premium house and home insurance. Got flooded back in October 2023 and now hitting the end of January and still not finished. Still got damp and shady building work. David the man dealing with my insurance claim keeps apologising though been no contact for the past 3 months. No empathy or respect. Lived apart from 4 months in a property with no heating, no kitchen or cooking facilities . Took a major impact on both my physical and mental health. AVOID

   1 year ago

1. Katie ★☆☆☆☆

   I wish 0 stars were possible… my partner was speaking via email communication to the admin team regarding an over payment and a refund, to which they agreed after months of communication. Finally agreeing to send him a cheque in the post, so far we have received three checks, all completely in the wrong name, when addressed they then send another check, in the wrong name yet again. I can’t even begin to explain what a terrible, poorly ran excuse of a company this is… hopefully they get shut down so no one else is scammed out of any money. Disgusting.

   1 year ago
2. Je Go ★☆☆☆☆

   Disgraceful company who pray on and profit from the vulnerable. My elderly parents had a house fire in November of 2023. Fortunately no-one was hurt but after seven months they are still waiting for repairs to be arranged by Royal Sun Alliance and their cronies Sedgwick. My mother is 77 and my father 80. He is severely disabled with advanced Parkinson’s disease. For seven months they have been unable to use the main living area in their home and their kitchen, while it is being used, is badly damaged. My parents found a builder months ago who was able to compete the work. Royal Sun Alliance and Sedgwick queried the quoted price and offered a derisory amount (1/3 the cost the builder quoted) and then pressured my parents to settle. As a result, Royal Sun Alliance and Sedgwick were asked to provide their own approved builder. Months later, we are still waiting for them to approve and engage someone to fix the damage. A complaint about the delay was raised in April. This was closed by the insurer with a ‘goodwill’ compensation offer of £150 for my parents ‘inconvenience’ made in May. My parents refused the money and just asked for their house to be repaired. Despite Royal Sun Alliance closing the complaint, no work has been done to repair the damage. Many many calls to the insurer have been made. Typically we are told someone who can help will call back, no one does. Royal Sun Alliance and Sedgwick have also ignored repeated requests to update the list of damaged contents they made with items missing from it, have removed and disposed of items such as carpets / rugs during the clean up and then insisted my parents provide samples of such items in order to be appropriately compensated. I cannot adequately express my disgusts and contempt for both these organizations. They are well aware of my parent’s situation and my father’s disability, and have made things as difficult as possible for them in their efforts to delay their claim and avoid paying compensation.

   almost 2 years ago
3. Aris Ali ★☆☆☆☆

   Stay clear. It's disgusting how bad they are. Horrendous I've had a major leak and they want me to wait 3 weeks whilst the kitchen had been ripped out for loss adjusters.

   almost 3 years ago

1. John Wight ★☆☆☆☆

   Useless They administer claims for emergency cover for Nationwide. Reported an issue and heard nothing then called and waited 2 hours for an answer and got told they have people waiting a week for an engineer. Why does Nationwide keep using these useless clowns.

   almost 3 years ago
2. Lisa Dennis ★☆☆☆☆

   If I could give no stars I would absolutely no customer service respect at all, my vehicle had poor repairs done, I've been complaining since May this year and am getting no where, your insured driver hit me and yet he is all sorted as for me been treated awfully. All I get told is my repairs will be sorted. A truly shameful company which the only route for me is the costly legal one.

   almost 3 years ago
3. G Mac ★☆☆☆☆

   Omg where do I start well this company are so bad right up to the CEO Norgrove who doesn’t have a sooby about the customer and could not care less. Don’t use them at all if you can they don’t care about reviews I’ve been dealing with Katie who is really just as bad. There is a loss of grip on this company which let you down then pass you back and forward along with economical with truth and it’s shocking. I’ve just had a call whereby I’m being discriminated and labelled because of how my health makes me feel and I talk loudly at times because I’m partially deaf. I’ve been revived to tears that I feel my life is worthless and I’ve to be s prisoner in my home thanks to RSA they don’t deserve your business and until service improves someone needs to either go to the press and media or start a petition to stop the bully boys. Don’t put business here to make fat card fatter

   almost 3 years ago

1. Graham Maclauren ★☆☆☆☆

   After an accident on Thursday evening I’ve had poor insulting, rude incorrect information and all they do is pass you from pillar to post. I’d advise you to get insured elsewhere instead of a second rate nursery school for untrained un- understanding staff who reduce you to tears because they can’t get their act together. Please please go elsewhere and when they have no business snd no jobs they’ll get why. Quite simply the left hand hadn’t a clue in fact one girl told me she was being obstructive and I’ve sent 4 emails to the CEO to get nowhere

   almost 3 years ago

FAQs