RSA Insurance Group PLC Bewertungen 

Please if you are thinking about taking contents insurance with these scammers then think again. They will find anything small to invalidate your policy. Their generic response is "my hands are tied". Dont expect to be called back at any point as it wont happen.

Catastrophic decline in this once reliable company. Under no circumstances waste your money on these crooks. I have a Home Emergency right now involving water leaking out of the central heating boiler water tank through the ceiling below and they have refused cover under an extremely dubious basis, initially equating a normal hot water tank to a "sewage tank or cesspit" which are excluded then changing their story after being passed between departments for several hours. I have zero Home Insurance claims in the 11 years I have been with them - only a couple of home emergency call outs in the past - and am paying £800 per annum premium - I am cancelling at the first opportunity and will never return. ***AVOID***

Disgusting company who use every little excuse to refuse perfectly valid claims. I have paid my money to them in good faith for years and as soon as I needed to make a claim they throw up all sorts of invalid reasons to refuse to pay up. Go to any other insurance company apart from this one as they are an absolute disgrace!

We got flooded with sewage and foul water on the 21 March and now over 109 days later, nothing has happened apart from them trying everything to delay and not pay. We have a 2 year old baby and they just do not care. Please do not by a policy that they under write. Absolutely disgusting service.

FIRE! Even the word is alarming, more so when you are awakened by your wife shouting it up the stairs at 6.30 am. At 76, it is difficult to sprint down the stairs, or anywhere else, but this truly was an emergency, evidenced by the thick smoke drifting past the kitchen windows, and menacing flames toasting the newly applied weatherproof coating.
Watching your property go up in smoke is frightening, things near and dear, memoirs of your life, buildings, and memories, fire is ruthless!
The three Fire Brigade teams from two local stations did a sterling job with their three appliances, closing the village off, and doing what they are best at: taming the fire and comforting us. They were magnificent, professional, and reassuring. The investigator traced the source to a simple AA battery, causing ignition in the wheelie bin and setting the contents on fire. Next was the three other adjacent wheelie bins, the fence, a trellis, hayrack, log store, my dear workshop, and our garden store shed, all declared a total loss along with their contents by the fire crew and subsequently THREE surveyors instructed by Royal Sun Alliance, our insurers, brokered through Nationwide Building Society.
The claim is legitimate within the terms of our policy, which has never been questioned.
Over SIX MONTHS later, no tangible progress has been made to restore the damage, emails are not answered, items are queried, explained, approved, and another arises. Communication from three different sources has dried up, and nothing tangible has happened since 14th February 2025. Action is confused with movement, corporate apathy, and indifference are the keystones of Nationwide/RSA policy to grind down legitimate claimants, inflict frustration, insecurity, and hopelessness, a deliberately orchestrated culture. in our case on elderly and incurably ill customers. Debbie Crosbie CEO of Nationwide, is expected to earn £7,000,000 this financial year, according to Private Eye! Has recently been decorated by the King. Looking for votes at the imminent AGM. Why does she allow this damaging association with RSA to perpetuate to the detriment of the society members, and shareholders??

I have paid for Nationwide Homeinsurance for years and paid extra for the legal cover, turns out in the small print are so many exclusions being actually covered would be like winning the lottery. In your hour of need these guys will not be there, save your money.

We had a lot of storm damage to our house outside during the bad storm we had recently, we contacted the company and assessor was out within 2 days he was very professional and asked us do we want to accept an agreed amount and we use our own builder, or do we want to wait in line for the company approved repairer which with the recent claims it could possibly take up to 6 weeks for them to come out and then wait a further amount of time for them to repair damage. We immediately agreed to use our own builder and he advised us that he will send the company the full report as to the damage and cost to repair, we had a 200 pound excess, which will be deducted from the total amount, within 3 days the money was in our nationwide account, this is 5 star service all around, we got our builder the next day to come and repair our damage.

Poor customer service, this company uses a number of stalling tactics to settle claims and clearly incentives its staff to avoid settling. A thoroughly frustrating experience.

Horrible experience dealing with them, left me feeling bitter and appalled. I wouldn't recommend to anyone. It's better to pay a bit more and have another insurer. I feel bitter about my bank as well who recommended them when I took my mortgage and I'll have to end a decades long and otherwise perfect relationship with them too.

Am having to deal with this company following a bereavement, it is the worst by a long shot. They used my email address that I gave them for next of kin info to write to my deceased mother so I am now getting marketing emails addressed to her. Really upsetting and unnecessary. For that reason I would never consider using them. Other banks and companies have a dedicated bereavement line.

Much earlier this year in May we put in our first ever claim which was for subsidence of an outbuilding. The loss adjuster came round fairly speedily to assess the situation. We hoped to be able to get the remedial works done through the summer/autumn before the wet set in again. Of course the building in question has deteriorated further and is now having a knock on effect to the adjacent structure. We are still waiting for a response to our claim despite chasing by ourselves and by the Loss Adjuster. What appalling customer service. I most certainly would not recommend Nationwide Home Insurance.

Wow - What a company. We took insurance through Nationwide who used to use Aviva. They changed to RSA and - oh dear!
In a nutshell - We had a roof tile lift, break and penetrate roof felt in February, during high wind and rain.
Our policy was for Buildings and Contents with 24/7 emergency cover. I phoned up and workmen from CET turned up 5 days later - when water and muck had / still was pouring through onto carpets and ruining decoration. Hardly a 24 x 7 emergency response - especially when it is a customer's responsibility to minimise claims / damage.
Despite knowing that this was a 4 bedroomed, 2 storey property they did not have a suitable ladder to examine the roof, citing Health and Safety concerns They said that I would have to pay for a tower or scaffold as my emergency cover part did not cover that cost. I have subsequently enquired and for short periods, such as cases of emergency, a ladder could have been used inspection.
I queried this and was told that they would have to get the inspection undertaken by a chap with a camera on a pole.
They left and I subsequently got a telephone call informing me that this would take place in March - approximately 9 days later. The period late February to early March was windy and wet and consequently we had to keep drying out, catching water ingress and trying to save the carpet.
On the first Saturday in March we decided to get the work done, through Checkatrade traders. We had 3 responses and one roofer said he could squeeze us in as an emergency the following week, explaining that the high wind seemed to have lifted, and broken a tile which had penetrated the felt. As we did not wish to suffer further damage and worry, we accepted his verbal quote.
We saw little or no support from RSA, or their "emergency" agents CET. We certainly weren't provided with an anticipated response.
RSA and CET have been finger pointing at one another and have allocated the cost of the "emergency repairers" callout from their depot about 50 miles away, despite not even having the correct ladders for a 2 bedroom roof inspection / patch or even a camera - which should have been the minimum requirement.
A call to my local Nationwide branch manager for assistance, met with no response despite the promise of a phone call.
We did have problems with the chosen roofer, but have not made any claim for the work that was undertaken by him.
We do however believe that the amount claimed by CET was NOT a legitimate amount (from other similar posts - possible upsell?).
We also believe that RSA on behalf of Nationwide did not fulfil their Duty of Care which caused further damage to the property (minor internal damage, re-decorative work and drying / cleaning).
We additionally believe that the worry and anguish that was caused to 2 persons in their late 70s who are registered disabled is completely unacceptable.
Indeed, I think that it is totally unacceptable to anyone!
Complaints, however, get us nowhere. We have cancelled our Buildings and contents insurance from renewal date (mid-December) and will move all savings investment from Nationwide BS at the end of this year (anniversary date).

An awful company. Based on these reviews I don't understand how they're still operating.
I have emergency cover with them arranged by my broker, when I called in an emergency, despite having my address, name, broker details and policy number, they couldn't find me, therefore, I had to pay £200 to get an engineer out that night. The engineer did not come out that night and neither did he turn uo the day after. It was only when I rang to chase as the weekend approached. They sent a dishonest engineer in a hurry who couldn't care less about the emergency. I then get a call to say based on the engineer's report, they can't resolve the issue. Avoid this company like the plague and do not use a broker that outsources to them. They're simply awful and not fit for purpose.

Attempted to get a quote for home insurance via Nationwide- got a rude indifferent woman, who simply couldn’t be bothered - awful.

No replies to phone calls or emails. Constantly fobbed off with excuses. They have used every way they can to evade processing a claim.
I wouldn't recommend them at all

50% rise in home insurance this year, no claims ever made and no explanation other than 'cost of materials and transport has increased'. I have been a loyal Nationwide customer for years, however I shall be going elsewhere in future, I know that I can get cover for less than last years premium.

RSA & Crawford (loss adjusters) have taken the strategic decision to ‘slow ball’ all ‘direct action’ on our 7 year subsidence claim despite having a Nationwide ‘unlimited rebuild’ policy. I know there are many others who must be in the same position, in their complicit intention of delaying claims hoping some will fall away after people give up, or die.
The new enhanced standards of conduct, the Duty, appear not to apply to them!!
1. Act in good faith
2. Avoid causing foreseeable harm (by act or omission)
3. Enable and support consumers to achieve their financial objective.
RSA/Crawford are large bullying entities, who do not honour an insurance policy and are in corporate collusion for their share holders and profit.
So, what is the point in any form of buildings insurance, which you need to have in place to secure a mortgage offer, only to find it won’t pay out when you most need it?
Nationwide & RSA, how do you comply with the new Duty? Unfortunately, your actions to date do not reflect this!

@bbcnews @itvnews

This would be a minus star review if it was possible.

Absolutely horrific experience.

Some staff have no policy knowledge, lie and are rude. They all give different advice. They give you information telling you not to worry when in actual fact you should.

They do not honour match like for like as per the selling point of the policy. Please read every minute clause before you would consider this company. They sell match for match as - If part of a set like a kitchen unit can't be repaired or replaced, this cover will replace the whole set. What they don’t tell you when you select it is that there is a clause in the booklet after you purchase stating Exclusion -The cost of replacing all undamaged parts of a matching set, pair or suite where the cost of repairing or replacing the lost or damaged part is below the policy excess.

The loss adjustor tells you one thing and writes another. Have someone with you so it’s two people speaking to what’s being said.

The staff mutter under their breath, they don’t appear to want to help the claimant, and forget they are the customer and has paid for their policy.

Don’t bother trying to make a complaint as no one wants to talk to you they apparently look into the complaint before they speak to you to ascertain what your complaint actually is.

Ridiculous company, called them a few months ago for leakage of water in the bathroom, was told we weren't covered. My husband managed to sort it out. Called them today as flush is not working in main bathroom, was told not covered due to having a toilet downstairs, which we never use as it's freezing as no heating in downstairs toilet. This is absolutely ridiculous, home insurance is meant to cover the whole house not based on how many toilets or bathrooms you have!!!!!! Next it'll be based on not covered for leakage of tap because you have taps downstairs, pathetic, what is the point of having home insurance!!!!!!!!!

Paid extra on my policy for the home emergency cover and during this period my boiler breaks down the service after I raised the issue was beyond a joke, both from Nationwide and CET whom they use to facilitate the repair.

Repair raised in Nov 2023, visited start of Dec 2023 and mentioned a few parts required and these were approved and was told to wait for a installation slot so these could be fitted and then have some heating.

Well for the next few months all i got was excuses like:

- delayed due to festive period
- delayed due to new years
- delayed due to lack of parts

then finally maybe the most honest part I was informed delay was due to a management split in their team and this was throwing a spanner in this repair, how is this my fault.

These people from CET in the end stop keeping me updated.

I raised this as a complaint and took a while to be allocated, and even though the caseworker was professional still felt he had no control over the work that was carried out by CET, their tradesman and the company's professionalism.

I wont be renewing with Nationwide and if was in the same situation would be better off paying someone myself rather than trying to utilise this pointless gimmick like "emergency breakdown cover", as it doesn't exist at least not through this company.