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Review of Towergate / RSA Home (Landlord)

Submitted by Alison Herrera
Review Added: 22/1/2012 - Visitor Rating: 5.00 5.00 (4 votes)

Review Categories:
Home Insurance

Customer Review Comments:
1. Claim first lodged: 14th October 2010. Trying to report a leak under the floorboards under my landlord insurance (an urgent matter which needed immediate response), I first tried to seek assistance. Despite holding on the phone for 40 minutes (and racking up a considerable bill whilst doing so) I could not get through to the insurance company. When I eventually did get to speak to someone, I had to call four different numbers, re-telling my entire story at each step, before successfully lodging the claim. In the meantime, the water spread and the problem worsened.

2. The insurance company failed to call me back, as promised, so I contacted the complaints department, who then had to chase up each step over the next couple of weeks before I received any help.

3. When the claims advisor finally came out (an hour late) she claimed that dampness in the bedroom was not caused by this leak – despite not being an expert in this field. Not put off, I asked both builders who came out to quote if that were the case. Both agreed without question the two were connected, and one of them actually proved it, so the insurance company were forced to compensate me for additional expenses that they wanted to avoid by denying the link. Even so, what they are covering is only half the expense I forked out.

4. My tenant, due to this dampness which the insurance company tried to avoid liability for, was hospitalised with an infection from the mould growing in the flat. Still, nobody seemed to care and my emails and phonecalls went unanswered. My tenant could not shower for ONE MONTH in the flat whilst everything was being “dealt with”, and though this was not my fault because I could not proceed any further, I was harassed daily for this entire time as to why the problem was not being sorted out more quickly.

5. The claims advisor (from RSA) continually, over the next few months, replied to my emails and calls only after several reminder emails. This advisor also lost TWO emails (how does that happen?) with receipts attached to them for the claim, stalling the payment further.

6. MORE THAN THREE MONTHS LATER, as of the 22nd January 2012, I still haven’t received the cheque I was finally promised in an email from the 30th December 2011. In the meantime I have racked up further debt in overdraft fees and have been struggling to cope with this loss of money. In addition, the stress caused by dealing with this awful company, pacifying complaints from my tenant and his family, whilst working full time and raising my one year old daughter has been horrendous.

In summary: do NOT insure with Towergate or RSA. They and the claims adjustors they contract out are desperately inefficient – to put it in the nicest way I can. The only people who ever helped me and had any sense of professional responsibility were in the complaints department – and that’s because of damage control. Be warned!

Good Points: None
Bad Points: Inefficient, poor payout time, unprofessional
Customer Service Rating: 0/5
Value for Money Rating: 0/5
Overall Rating: 0/5
Made a Claim? Yes
Recommended? No

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The comments in this review are the opinion of Alison Herrera and do not represent a positive or negative judgement by UK Insurance Index of the company or policy reviewed. Whilst all comments are checked for compliance with our submission rules and guidelines we are unable to confirm any of the customer experiences documented. Please bear in mind that any negative reviews may be outnumbered by many more satisfied customers.
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