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Laura Anne Jones

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Review of the Saga, Home Insurance:

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Unprofessional

My parents have used Saga for many years. They had to make a claim for the first time at the end of January. The assessor came out agreed that the claim was valid, our contractor requested a higher amount and this is the last we heard from the underwriters until I got involved over 1 month later to chase on behalf of my parents. The claims assessor and the senior claims case handler were contacted and they needed to decide which of 2 amounts on the system were going to be offered (the one being too high in their minds). I said that they needed to officially, in writing, offer the amount that they are happy with to my dad and I'm sure he would be happy to proceed. I added that the total lack of communication for 6 weeks was shocking and unacceptable. THE WALL HAD COLLAPSED BETWEEN THE WET ROOM AND THE KITCHEN, the ONLY FUNCTIONING SHOWER FACILITY IN MY ELDERLY PARENTS' HOME. I explained that my almost 78-year-old dad has cancer and is catheterised as well as being full time carer to my mum (76) who has dementia, and we are all very stressed and require a response and a speedy resolution. The call handlers were lovely but unfortunately another month elapsed, with several emotional calls from myself (a single working mum (NHS), each call taking up to 1 hour out of my day) AND I was also copied into an email to the Claims Handler and Assessor - I sent several emails over the course of this month, starting off politely, explaining the awful circumstances that we found ourselves in and requesting an update however, all to no avail. I sent several more emails, increasingly desperate, detailing my parents cancer and dementia, again 0 response. Finally, a call handler did their job for them, offering the lower amount which we accepted. To say I am disgusted by the total lack of communication, their total disregard for our horrific personal circumstances and their inability to respond to one of my emails officially is an understatement. Appalling. Horrific. Cold. Unprofessional. Uncaring. Underhand. DO NOT USE THIS COMPANY FOR INSURANCE. Reviewed on: 22nd April 2023

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