RSA Insurance Reviews 411

Very bad experience with this insurance as they used excuse after excuses to denie my claim. Consumers should check if RSA royal sun alliance Or intact insurance are involved do not purchase their policy’s . They are the underwriters using many high street brands like Tesco to sell their policy’s like pet insurance . Best do not insure and save this money yourself ! Never buy insurance again unless law bidding !

Honestly, you’ve a better chance of burying the premium in the ground for a rainy day. This is the second time we’ve been let down by their incompetence and standard claim rejection play book.

It is insurers like RSA that have discredited the whole insurance business and why, rightly so, the industry, including the ombudsman are being investigated through the efforts of Which.

If I could give zero stars if I could, since intact took over RSA it’s been nothing but a joke. Going into week 3 waiting for a small claim to be approved. 3rd week with no car and all they will say is I will send another email. Repair company also struggling with them. All has been agreed price and all intact need to just approve it, no issues of over who’s at fault or anything just seem really slow when it comes to paying. Will be moving insurance provider as soon as this claim is settled

I am utterly disappointed with Royal Sun Alliance Insurance. We have been waiting for over five years to resolve a subsidence claim for our bungalow which is no longer fit for purpose. With a nearly five-month-old baby, the situation has become unbearable, especially during winter.

Due to severe black mould issues and window/door frames moving,
we are forced to keep the windows ajar. One to prevent further mould issues arising and two because of the subsidence our windows and doors are no longer functioning properly. This is obviously making our home extremely cold and unsuitable for our infant. We feel trapped in this hazardous environment while awaiting action regarding our subsidence claim. The delay has created immense stress in our family, and I am suffering from postpartum depression, worsened by these living conditions.

We are considerably cramped in a home that once was fit for purpose for one person living alone but now with a household of 3 people including a baby and a dog. We were hoping this would have been sorted last year when given a guaranteed date of all repairs being resolved by September LAST YEAR.

Unfortunately throwing money at us as a way of apologising for the delays every couple of months is NOT good enough!
You will need to consider temporary accommodation until the necessary repairs are completed. If our concerns are not addressed promptly, we will be forced to take this matter to the press. Royal Sun Alliance must take responsibility and act quickly. APPAULING!

Ken Norgrove’s Intact Insurance delayed repairs to avoid paying for accommodation until an ex-serviceman in his 90s died and then destroyed his legacy.
I have been dealing with an Insurance claim that was raised on behalf of my Father-In-Law. He was 92 and in hospital when the claim was submitted and Intact (RSA then) did nothing after repairing the drains in August 2022. It now transpires, over three year later, the drains may not have been the sole cause?
Work started again in May 2024 and stopped in June 2024 with no explanation. They put a sign on the kitchen door warning against entry and supports holding the ceiling up. The only bathroom in the property is accessed via the kitchen so it was clear the house was uninhabitable.
The only member of staff I have dealt with at Intact that had any creditability was Mr Waterworth who left the company last year. If anyone reading this review knows Mr Waterworth (I believe staff past/present read these reviews) it would be really helpful if he could contact me.
Mr Waterworth dealt with the first complaint and agreed to cover my losses. He gave me 48 hours to accept his offer and when I submitted the details Intact alleged the final offer I had 48 to accept was for my losses to be considered?
When I complained about this Ashley McGhee had an “impartial” review done by his colleague Claire Gordon. The quality of this “impartial review” can be seen by one of Gordon’s findings about the house being uninhabitable. “She was not aware of where the query had come from”. Honestly, this is what Clair Gordon alleged. Intact are now admitting the house is uninhabitable only because my Son is having to live there.
The level of incompetence has been unbelievable. My Father-In-Law passed away in March 2024 yet they continued sending correspondence with documents they wanted him to sign 8 months after he had passed. His legacy, the house, is now derelict thanks to Mr Norgrove and the incompetent, neglectful and shameful staff that work for him.
Are Ken Norgrove and Intact crooked cowboys? Ken Norgrove’s name is above the door and all of the above is true….
My advice, write to your MP and the Financial Conduct Authority. The consumer champion Which have submitted a super petition to the Financial Conduct Authority calling for action to be taken about the way insurers deal with housing claims. We need to stop companies like Intact operating without account or responsibility. Better still, we need to stop Intact operating completely.
If Mr Waterworth is aware of this review is agreeable to be contacted could you please instruct Jonathan Addams (0800 107 6160 ext 828966) to facilitate the exchange of contact details. It would be helpful if a short review could be undertaken confirming you have done this.

Intact insurance Samantha Wilkinson, is an absolute incompetent joke , keeps stalling on my claim ,despite being told her insured is at fault with the damage to my boiler by ideal Engineers .She asks for evidence that she already had for 8 days . No wonder this company has such a low rating . I would hate my customers to go through what I have if I was at fault that’s why we have insurance , but she just proves there not worth the paper they are written on

Things to know. If you think you are dealing with Tesco Pet insurance then think again. They are a front for underwriters who totally manage, price, set the policy details and administrate your policy. Up until January 2025 the underwriter was Royal Sun Alliance and they on the whole were good. The no longer offer Pet insurance and have sold your data to and you will be dealing with Pinnacle pet insurance even though when you contact them, they answered Tesco Insurance. Who are now not interested in any pet dog over the age of 8, go on the Tesco Pet Insurance website for a new policy they state they will not cover them. If you have had insurance like us for years and your pet is 12 then don't be surprised and expect the new renewal to be astronomical. If you have an existing condition like we do then don't expect them to want to insure your pet at all. We are currently in dispute with Tesco, RSA and Pinnacle as we have received a renewal price of £217.27 a month (last year £90 per month). Works out as a 139% increase in premium. Complaint to Pinnacle and they say take it or leave it, but you will not be covered for the existing condition. They blatantly know no other insurance companies will insure you. When you eventually get to deal with Tesco, they refer you back to Pinnacle. Raise a complaint to RSA and they refer the issue back to Tesco. Do your due diligence on Tesco Pet Insurance and Pinnacle Pet insurance because they do not care about your treasured pet.

Terrible. Unjust. Lying, dishonest establishment.
DO NOT GO WITH THIS COMPANY.
They dont care about you at all.
They will rip you off.

We have had a claim open on the 13.06 for floor at our showroom. Have opened a claim the same day and was assigned a claim handler in the name of Tylia Bagnall. since then she has never picked up her phone with her away message always stating she is on anual leave and she has never responded to any of our emails. i have called their help line numerous times being told a few times we will be contacted in 24 hours but have never had a call back. After 2 months she has requested invoices for the damaged stock which we have provided the same day. now another month has passed and the person who picked up the phone when calling customer service has told us that nobody logged on the invoices we sent over a month ago and they will be escalating it to a manager. not holding my breath about that either. we will be contacting the Financial Ombudsman Service (FOS) today regardless if they call back or not as this in unnaceptable.

You need your head examined if you insure with these charlatans!

They are evasive and deliberately obstructive with the sole purpose to prevent your claiming!

They breach their contract of insurance with you and their prices are an utter rip off.

Fo yourself a huge favour and save your sanity.

AVOID THESE COWBOYS as they were riddled with Plague!

Absolute terrible insurance company, they make every excuse not to pay. Disgusting the way they just dismiss your claim without even coming out to look at the problem. AI Joke! AVOID, AVOID, AVOID!

Don't trust this insurance, if an accident happens they don't pay money! They make up all sorts of non-existent laws! Avoid this insurance as much as possible

In my opinion, they’re the worst insurance company I’ve ever used.

Terrible insurance company. My mum died, they asked me if she had made a claim. I roughly remembered something that happened but couldn’t remember the year so guessed. They now say I didn’t disclose a previous claim which my late mum made because I got the date and details wrong so instead of helping me out with a huge water tank leak that I have had to deal with on my own, they are sending it back to the underwriters to see what happens next… Trying to squeeze out of making any payment and help me with my catastrophic situation just after my mother’s death. Inhumane treatment just to save themselves money. No compassion care or understanding, just complicating things - not accompanying the person. A disgraceful money making machine!

If you have an occupational pension with this company, please be careful when dealing with them.

Review Title: Policy Cancellation Nightmare - Lack of Communication and Business Interruption

I am writing this review to express my extreme dissatisfaction and frustration with RSA/NIG regarding the cancellation of my Motor Trade Policy NM006484920. This entire process has been a nightmare, characterized by a severe lack of transparency, internal communication failures, and significant negative impact on my business, Auto Oasis Ltd.

My policy was abruptly cancelled via a letter dated July 16, 2025, citing only "General Condition 5" and stating they "no longer wish to provide cover." This vague explanation has been completely unhelpful.

Since then, I have been in a constant loop of trying to get a clear reason. Their helpdesk initially suggested an unsigned credit agreement was the cause, which I promptly addressed. However, I never received confirmation of this resolution. To make matters worse, my insurance broker, PIB Insurance Brokers Limited, had no knowledge of the specific cancellation reasons, and even RSA's own helpdesk, upon further inquiry, seemed completely unaware of the details. This clearly indicates a major internal communication breakdown within their organization.

Despite the policy being cancelled, payments continue to be debited from my account, and the credit agreement remains active, which is unacceptable.

The most critical issue is that without a clear, documented reason for cancellation and my no-claims bonus information, I am unable to obtain new insurance quotes. This has effectively held my business hostage, causing immense stress and severe business interruption, leading to serious operational and financial issues.

I formally lodged a complaint, and they promised a response within three business days, but this deadline has also passed without any communication.

This experience has been incredibly stressful and damaging. I urge anyone considering RSA/NIG to be aware of their poor communication, lack of clarity, and the potential for significant business disruption if issues arise.

If I could give this company a -100 I would , Please avoid this scamming insurance company at all costs !! They are scamming people who take a extortionate premium each month and try to give you £7000 less then what I’m insured for I have never known such a horrific shambles of a company I do not know how it is still a exsisting company put premium up from £30 to £80 in 2 years no claims please do not even consider using this company they are quick anough to take your money but in the unfortunate event of a claim don’t want to acknowledge you my case has gone to the ombudsman I hope they can see what a I shambles this company is About RSA should not be in business shocking in all aspects

I had the unfortunate experience of this company underwriting my more than pet insurance; Awful, incompetent, ai generated claim rejection emails that don’t make any sense, pathetic. I would never touch this lot, truly terrible experience.

Complaint delay refund £11.49 coz two payments on July for home insurance I call three times.. I’ll look into other company for home insurance sorry give 1 stars

RSA Insurance is the worst company I have ever had to interface with. I won’t ever buy a policy from them, or from anyone they underwrite. I have never seen a Trust Pilot review this low.

I had a major pipe leak in the bathroom walls. RSA loss adjuster visited and told me the claim would be accepted and to ‘tell me how much my quote was for, and they’d honour it’.

In fact, they offered less than 35% of their liability for the builder labour, and 0% of their liability for the sanitary ware.

They linked this to “National Standard Rates” which were set in the 2000s have never been recalibrated to account for a) inflation b) location (central London) and c) economic shocks and subsequent effect on construction supply chain. This is all despite a tripling of their premiums.

The products they suggested were trade products, despite my current home survey declaring a ‘mid range’ status for fittings and furnishings. Having RSA contractors complete the work would have reduced the price of my property, a decision no homeowner should be bullied into making.

In addition to the facts above, they treated me with contempt and disrespect and gave zero regard to the fact that I was fighting cancer at the same time as this leak happened. I will never forgive or forget the stress they caused in my life, and will advise everyone who comes to me accordingly. You are the lowest of the low.