RSA E Choice nightmare

richelliot

Hi all,

This is the first time I have ever moaned about a company on a forum, but I simply cannot believe the events that have occurred over the past three days so would like to warn others before you decide to take a policy RSA E-Choice

Three days ago a BMW driver decided to exit a roundabout while driving on the inside lane. I was on the outside lane and he ploughed straight into my driver side door completely destroying it.

I was obviously quite shaken up by the event and as soon as I got home I called RSA to make a claim. I was told by the Indian call centre that neither my policy number or registration plate was on the system. Great. This is all you need to hear after having a nasty accident.

I started to dought if I had even taken a policy our with them...my head was all over the place

I hung up, looked through all my documents and couldn't find an official insurance certificate except for a hand written 'motor cover note' that they had sent me.


I then decided to call the customer service number (which thank god is in the UK) I got through to the Glasgow office. They too said that they had no record of me on the 'live system'

This is where my story gets ridiculous....

The reason they couldn't find my details on the system is because EVERY customer that takes out the policy on the website (not through the call centre) gets their information saved to a 'secondary' database - which nobody in the call centre has access to?!

It been three days since the accident and things still have not been resolved. They claim they have evidence of a policy in my name but they are missing vital details to process the claim.

What makes it a million times worse that that I was promised on THREE separate occasions that I would get a call back because nobody seems to know what is going on. I have always had to chase things up and when I eventually get through to someone, I have to explain the story over and over again.

I feel utterly deflated, upset and depressed by this whole ordeal. This is exactly what you dont want to have to deal with after being involved in a moter accident. I have never had to make a claim before but im sure it shouldnt be this stressful.

There muist be thouands of people that have taken a policy with RSA E Choise via their website so I cant be the first customer that has gone thorugh this awful ordeal.

Has anybody else experienced problems with this company? I would be interedted to hear from anyone else in my position.

I just cant understand how any respectable insurance company can operate in this way. They are an absolute bunch of coyboys and I would strongly advice everybody to avoid this company at all costs.

Rich

huckster

Yes RSA including Morethan have gone down hill in the last 10 years. This is largely down to cost cutting changes which have decimated their UK operation.

Your explanation regarding the way their internet and policy databases don't work together is not unique to RSA. I have come across problems with other companies where data has not been efficiently processed between the two.

It sound like RSA have had an IT problem, hence the manual handwritten cover note. But then RSA have failed to then input the information you provided onto their policy database. I suspect this is because RSA don't employ UK staff to do this and that they have sent the information off to India. Somewhere between the UK and India, your policy information has got lost, leaving you with just a cover note, but no policy on record.

If you check MID, is a policy registered?
http://ownvehicle.askmid.com/

I suggest that if RSA in Glasgow don't resolve this on Monday, that you get in touch with the CEO's office. Threaten to do this, to give them the chance first. This is the head office details.

Group Corporate Centre
One Plantation Place
30 Fenchurch Street
London EC3M 3BD
Telephone: +44 (0)20 7111 7000

magpiecottage

Sounds like a case of Cowboys and Indians!

The FSA register gives an e-mail address of crt.halifax@uk.rsagroup.com or a fax number of 01422 325 227 for complaints.

Use either over the weekend and it counts as arriving on Monday.

They then have eight weeks to respond to you.

If you have a fax modem, go for fax as it produces a hard copy their end and it also records receipt on your computer.

richelliot

Thanks for the advice guys. I sent a long detailed email to the complaints department on Saturday night. It is 16.40pm on Monday 07/03/2011 and I still have heard nothing. I was promised a call back this morning so I am currently on hold waiting to get through to the claims department.

I'll write an update after I have spoken to them....

richelliot

I dont believe this! I was on hold for 15 minuets then the line went dead. The same thing happened a second time so I thought I would try their customer service number instead of the claims number. This time I got a message saying that they cannot accept calls due to technical difficulties!

This is completely unacceptable. I am seriously, seriously losing patience now.

richelliot

The saga continues....

I had a voice-mail from the claims department saying that a new policy has been setup. She gave me the new policy number and asked me to give them a call back quoting this new number.....

...so I did.

After giving details of the accident, I was told the policy number STILL COULD NOT BE FOUND ON THEIR SYSTEM!!

She apologised and said that she would give me a call back. When she gave me a call back she said that my policy has only just been setup and that I was not covered on the day of the accident!

I THINK IM ABOUT TO EXPLODE!!!! THIS IS THE WORST CASE OF MIS-COMMUNICATION WITHIN A COMPANY I HAVE EVER WITNESSED IN MY WHOLE LIFE!!!!

I had to explain the entire story to her AGAIN (which every time I say it gets longer and longer because everyday there seems to be another incident that adds to it)

I am now waiting for her to call me back which no doubt will never happen.

!!!!!! should I do?! Martin Lewis....HELP ME OUT HERE!!

Quentin

If liability is not an issue (ie the third party accepts liability) you can put your claim in directly to the third party's insurer.

huckster

richelliot wrote: »

happen.

!!!!!! should I do?! Martin Lewis....HELP ME OUT HERE!!

Phone their head office and ask to be put through to Chief Executives complaints.

It sounds link RSA are in a complete mess. Threaten to report all this to the FSA.

grenvilledodger

Just a quick update on this for the benefit of all car owners on this site...

5 months later and this is what I get every time I try to log on to RSA e choice:-

"Sorry, your policy details are unavailable right now – it may take a short while to update your details on our system. Please try again later."

Just to point out.. I am putting the correct details in etc, ( a different message comes up if you insert wrong email address/password)

I have spoken to them on the phone today and they advised me to reset my password... This has not resolved the matter...

I needed to change my policy details as I am having a private plate put on the car and as a result I have had to do it over the phone incurring a £25 charge (would have been less if I had done it online).

Not even going to try and get the money back... I will just happily pay more to be free of this lot at renewal time...

Cheers guys.. as the title says "BE AWARE!"

adamc260

This is another example of 'cheapest' isn't best. RSA may bang on about their hundreds of years experience.. then they hire people who have no idea what they're doing and have a million phone numbers for the same department. Awful awful company

grenvilledodger

adamc260 wrote: »

This is another example of 'cheapest' isn't best. RSA may bang on about their hundreds of years experience.. then they hire people who have no idea what they're doing and have a million phone numbers for the same department. Awful awful company

They really are awful! I am not one to go to the lengths of complaining about things unless they are bad... And in the case of RSA E Choice they do seem to be BAD! :(:(