RIAS - Defaqto 5 Star rated home insurance. Rated excellent by our customers on Trustpilot. NO!

thriftytracey

I used Compare The Market comparison website to purchase buildings insurance.  I didn't go for the cheapest as I prefer good customer service.

The RIAS quote stated "Defaqto 5 Star rated home insurance. Rated excellent by our customers on Trustpilot."

So I opted for RIAS.  As I would like paper copies of my documentation I called the helpline - 5+ minutes to navigate options and then advised 30 to 40 minute wait.  I tried Live Chat which is a Bot.  I requested paper documentation and Bot advised click here to speak to a consultant.  I do this to be advised there are no consultants available.

I think hang on this has a 5 star rating.  I go on Trust Pilot and 79% of the reviews are "bad".  Surely RIAS claim to be "excellent" is misrepresentation?

thriftytracey

I decided to cancel the policy within the 14 day cooling off period and there is a fee of £25.

[Deleted User]

thriftytracey said:

I think hang on this has a 5 star rating.  I go on Trust Pilot and 79% of the reviews are "bad".  Surely RIAS claim to be "excellent" is misrepresentation?

They have a 69% excellent rating.

You were looking at a non official entity, that only has 39 reviews.

elsien

Isn’t the Defaqto rating around the level of cover the policy provides, rather than customer service? 

If you look at Trustpilot for any insurer it’s meaningless because most comments are along the lines of “ 5* because it was cheap, and easy to set up, not yet had to make a claim. “

Although I’m looking at them on trustpilot, and they have 68% excellent and another 18% great?

thriftytracey

[Deleted User] said:

thriftytracey said:

I think hang on this has a 5 star rating.  I go on Trust Pilot and 79% of the reviews are "bad".  Surely RIAS claim to be "excellent" is misrepresentation?

They have a 69% excellent rating.

You were looking at a non official entity, that only has 39 reviews.

I see.  Unfortunately the comments on the non-official entity all appear to be correct (in my experience trying to get through).

Sandtree

elsien said:

Isn’t the Defaqto rating around the level of cover the policy provides, rather than customer service? 

yes 

https://uk.trustpilot.com/review/rias.co.uk is their rating which is classed as Excellent by Trustpilot. 

[Deleted User]

thriftytracey said:

Deleted_User said:

thriftytracey said:

I think hang on this has a 5 star rating.  I go on Trust Pilot and 79% of the reviews are "bad".  Surely RIAS claim to be "excellent" is misrepresentation?

They have a 69% excellent rating.

You were looking at a non official entity, that only has 39 reviews.

I see.  Unfortunately the comments on the non-official entity all appear to be correct (in my experience trying to get through).

Although you have to factor in that those reviews are left by people who cannot correctly identify the company they want to review.

thriftytracey

I was surprised that the cooling off period incurs a charge of £25.  Is this the case now for all goods and services cancelled during the cooling off period?

[Deleted User]

No, but it will always be specified in the policy where a charge will be made.

Sandtree

thriftytracey said:

I was surprised that the cooling off period incurs a charge of £25.  Is this the case now for all goods and services cancelled during the cooling off period?

It depends on the law surrounding those products. Financial services aren't covered by the CRA but instead by a vast array of other legislation and regulation. Cooling off periods give you the right to cancel but its never been said that it has to be fee free.

Goods are normally covered by other legislation and in most cases dont have a cooling off period unless purchased off premises in which case the CCR does give a right of return, no charges can be made unless excess handling but the cost of return can be the customer's to cover.

For car insurance in particular a number of insurers have been hit by negative selection when they did have fees as people who've had their car taken for no insurance etc could get the cert by email, get their car back and then instantly cancel the insurance with no penalty from the insurer. Given all the costs involved in acquiring that customer you dont really want to be spending them on someone who pays you just 1 days premium