Royal & Sun Alliance Insurance Group Plc - Manchester

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.

L Mac

Royal Sun Alliance recently wrote to me concerned that I was paying for home insurance but had moved from the address after they received returned post for me. They had checked the electoral register, found my new address and contacted me. After contacting them I received a refund of just over £1300, totalling 5 years of home insurance payments!!
Very impressed by their honesty and outstanding example of excellect customer service.

Simon Powell

This company extends no Sun (happiness).. and no Royal (made to feel special) either.. unprofessional, impersonal and lacking in humanity. Total absence of claim coordination or felt sense of care towards my elderly parents. It’s hard to imagine that that this company can enjoy any credibility or integrity. They surely know their own values are compromised at every encounter .. my 85 year old parents left without communication or care and no washing machine for 9 months after an accepted claim.
Horrible and inhumane company.
If you are looking for insurance.. avoid these people ..for they will surely betray your expectations.
Update today 12/2/24:
Still no progress, still no washing machine. Over a year now. My 85 year old parents are besides themselves - relying on the generosity of neighbours and friends to do their washing. Impossible for me to do anything from overseas other than rant here. RSA have introduced a level of degradation, humiliation and distress into my parents lives at a time when they deserve to be free from these emotions. I'm so angry. Completely unforgivable.

Brandon Storey

Shocking communication. Work with sub-standard contractors too. Can’t get a straight answer from anyone there - no compassion whatsoever

Bertie Baby

Wouldn’t even give 1 star. Shocking company, refusing to pay out for my dogs cut on her leg because I was registered on a breeding website 10 years ago (the dog with the cut was 10 months old) . I was insured with these for nearly 10 years so will be going through solicitors because if that’s the case my insurance was void so I want all my money back. They drag up anything they can from your past in order to not pay out. Bunch of scammers!!! Need closing down. AVOID AT ALL COSTS. They also pass your claims to an outside company that hound you, twist your words and make up lies in order to save as much money as they can. Go elsewhere like I have as I’ve recieved a much better experience with my new insurance company. The day I hear these have gone into administration will be the best news I’ve ever had to hopefully stop them scamming more people

sujan&vanee s

Very bad experience with RSA who were working with John Lewis. Would definitely not recommend to anyone ever. There’s no communication and completely unhelpful. I’ve been dealing with a leak at my house for the past two years.

Nick Green

Our car was driven into on the 12th of June 2023,
IRG were chosen to repair it by Motability’s insurer RSA (Royal Sun Alliance) via their ‘Activate group’ to process via their portal. Any enquiry via this fobbed me off.
The repair was a minor one, a bumper skin.
I made all parties more than aware that the car is my wife’s disability car that in addition to her condition she is also undergoing Cancer surgery and treatments.
Enterprise Hereford left us without a car for a week, then sent us a car that was not practical for a wheelchair, had a slow puncture etc.
Following advice from Motability I contacted RSA and raised a ‘a level one complaint to the repairer’ suddenly I was the repairers best customer, they were ‘fast tracking’ the car (!) and I would have it that afternoon.
Days after the car was returned these 3 separate emails all came through together.
1st.'Good news! Your vehicle has been estimated’.
2nd 'We have some great news! The repairs to your vehicle have been authorised.'
3rd 'We are pleased to confirm that your vehicle has been redelivered to you.'
Our Motability car was not returned to us until the 28th of July 2023.
Probably because of the position they were in the repairs were hurried, and the actual repair was done sloppily, poor masking of a part that should have been removed for painting leaving an obvious line of overspray. I will take it somewhere else to get that rectified, I could have rejected it but when would I have got it back?
This whole process has clearly been driven by a focus on profit with zero concern for the customer or their circumstances, RSA are losing their cover insurance for Motability which is not a surprise and hopefully Direct Line will prove more competent than RSA and deal with matters professionally.
I have approached RSA for loss of use lease refund for the week without a car, no reply!

Suzanne Rodgers

Terrible company!!!! Not only did they not pay out after storm damage to our house, they voided the insurance saying we were fraudulently claiming. Unbelievable. Wouldn’t recommend to anyone.