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Lisa K

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Review of the Saga, Home insurance:

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Avoid like the plague.

If I could have left a zero star rating I would have, and it would still be too high. I genuinely wish I had read these reviews before I took out my policy, but rest assured that it will not be being renewed. Customer 'service' is beyond abysmal. I rang to query a claim I had made (SAGA contrived a ridiculous reason for not paying out) and was told they'd transfer me to a 'manager'. I was then transferred to another line and greeted with "Hello, you're through to Churchill Home Insurance". I explained to the equally confused lady on the other end of the phone that I'd been ringing SAGA and had no idea why I'd been put through to her. Her response - "That doesn't surprise me in the slightest, they're useless". My home insurance claim was for a damaged ceiling due to heavy rain and a leaking roof. I explained that a portion of the ceiling on my staircase had fallen in, that my husband has very limited mobility and health problems due to a stroke and that I was concerned that whole ceiling would collapse. The completely disinterested drone on the other end of the phone informed me that it 'hadn't rained enough in your area' for them to consider the claim!! I asked what I was paying insurance for if I wasn't covered for something like that, she told me that I 'must have known' that the roof was leaking previously (???) and that it was therefore not storm damage (I didn't mention storm damage at any point). I asked what she suggested I do and she said "Probably hire a plasterer". I gave her a very colourful response and hung up. I later rang the emergency line and explained the situation. I was told that someone would come out in the next 24 hours to repair the roof but I wasn't covered for the ceiling because "your home is still habitable and therefore it isn't an emergency"!!! Roofer turned up a week later. Out of sheer frustration I rang the emergency line a week later and again mentioned the ceiling. The man on the phone told me that as it had happened the previous week that it wasn't an emergency and I'd have to make a new claim. I did, and was told it hadn't rained enough. These people will take your money and then do ANYTHING they can to avoid offering anything remotely like a fair service. This company is featured on the website of my union, I have contacted my union rep and told him about the diabolical service they offer, he said I'm not the first person to say that and that they will not be recommending the service in the future. Dreadful. Reviewed on: 4th August 2025

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