RSA Motability

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Reviews

1. John-Paul Stevenson ★☆☆☆☆

   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.

   1 year ago
2. Ted Barker ★☆☆☆☆

   Worst company ever. Promised to cover aspects of claim in writing then went back on the email saying the person shouldn't have agreed to replace the items and it was sent in error. Now having to take them to small claims court over it all. The cancelled the courtesy car leaving su without transport. Been going on nearly a year now. Avoid, avoid, avoid!

   1 year ago
3. Sally Evans ★★☆☆☆

   Was on phone on hold for over 30mins. A man said not taking anymore calls ring tommorow then he hung up. I told them few weeks ago that my bumper is coming off. Another day stuck at home , no one to take me out. I don't feel safe driving car. What a shambles.

   almost 2 years ago

1. Sandra Jepps ★☆☆☆☆

   Absolutely dreadful people to deal with, my parents car was damaged in September 22 through no fault of their own, we have been chasing them ever since for an answer as to where the car was taken to, to find out the damage so we can notify the police and when it would be repaired, cannot get through on the phone, live chat doesn't work & no valid email address (what sort of company in this day and age is so backwards with communication). Managed to get through 3 or 4 times after spending over an hour waiting, each time we were told it would be escalated to the complaints department and someone would contact us, they never did. My parents finally got their car back on Friday 5th May 23. RSA why don't YOU try calling all these unhappy customers back instead of expecting them to call when you know your staff won't answer and your complaints department (if it exists!) Don't even care.

   almost 2 years ago
2. Dee ★☆☆☆☆

   Absolute joke of an insurer, how an earth they got a contract to provide disabled people through mobility network , I do not know, they are not effiencient, timely or effective. They provide no adequate communication and leave disabled people without a courtesy car for weeks . Disgraceful behaviour!

   almost 2 years ago
3. mary barnes ★★★☆☆

   Having issues getting courtesy car while mine repaired. I understand the current issues but it doesn't help me get my son who has had a stroke to see his kids and get out. We choose a motability car because the need for a good back up if it went wrong or got damaged. Unfortunately not proving the case.

   almost 2 years ago

1. Susan Hemmings ★★★★★

   Today at 17.18 my son spoke with Craig (Liverpudlian chap)He went above and beyond to help with our problem. We cannot thank him enough. He put himself in our shoes. In mine and my sons eyes he is wasted in the department that he is in as logistically he has more to offer the company than the position he is in. We really hope this is see by Head Office. . As said he has a lot to offer. Thank him very much Once again thank you

   almost 3 years ago
2. Pat Cooper ★☆☆☆☆

   Absolutely appalling service. Accident at the beginning of December. No action taken for 3 weeks, and this only happened after phone call. No courtesy car no repair scheduled. Fobbed off with misinformation. It is nearly 3 months since our Accident and we still do not have our car back

   almost 3 years ago
3. Dir Ale ★☆☆☆☆

   very unpleasant people. As long as you pay, they are nice but if you want your money for an accident through no fault of yours, they are very rude and make it difficult to pay. I have a car on credit, the last two installments they said they would pay the company from which I took the car in installments and the rest they will give me back.Still wait for my money .Don’t recommend!!

   almost 3 years ago

1. Ms C Hutch ★★★★★

   Very helpful and polite. Communication was great and felt like they were going out there way especially to help me. Lady was Sympathetic and adhered to my Concerns and situation. I felt at ease and calm. Absolutely Brilliant and made the experience easy and efficient and removed any stress and Anxieties I pre had.

   almost 3 years ago

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