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John Irwin

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Review of the RIAS, Home Insurance:

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Frustrating claim experience

I have this week made a claim against my home insurance and home protection insurance – dealing with both claims has been incredibly frustrating and time consuming Every time I call the claims lines, I am waiting 30-60 minutes before I can speak to a claim handler – there is a hold message that I’ve heard so many times from other organisations – that you are receiving a high volume of calls – this is just a default message for any time of the day and seems to be there (along with the ling wait times) just to discourage people from calling Why do you feel you can treat your loyal customers like this any time they need to call the claims line? It shows utter contempt and a lack of courtesy that you seem to have made no attempt to address this issue – which I think is just a lack of claim handlers? I have also, this morning, called Evolution who manage your claims and I was holding for them for 50+ minutes! Initially I made the claim on line and received an email response but when I called to follow up yesterday, there was no record of my online claim – then the claims line (Ageas) claimed that I had no building insurance, only Contents – which was incorrect but made the whole experience more stressful than it should have been soon after experiencing the ceiling in my kitchen coming down Absolutely farcical behaviour and lack of service from a well-established insurance company Please sort this out or I’m afraid you’ll be losing customers when they are unfortunate enough to have to claim Reviewed on: 9th August 2022

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