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Consumer Complaints

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Royal and Sun Alliance Insurance Company of Canada

Phone: (902) 493-1500Fax: (902) 468-7472

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Customer Complaints Summary

3 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Billing / Collection Issues1
Problems with Product / Service2
Advertising / Sales Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints3

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (3)BBB Closure Definitions
01/28/2015Problems with Product / Service | Read Complaint Details
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Complaint
lack of communication made a stressful situation worse, and made complainant appear irresponsible while fulfilling required actions.
December 6th, I got in a car accident. ************************. I have rental coverage, so I picked up a rental the next day.
December 8th, I got a call from agent. I wasn't able to answer call as I was on the road. I returned call shortly after lunch. Voicemail stated she will call back by the end of day. I did not get a call back.
December 10th, I called the collision centre where my car was being assessed. He was forthcoming that it wasn't looking good for my car.
December 11th, Still nothing from agent.
December 12th, I called the claims line to let them know I haven't heard anything about my car. Was assured they'd pass my concern along.
December 19th, I called agent again. She called me back to tell me the car was being written off. She told me I had to return the rental by December 29th. The tone of the call implied no flexibility, and urgency to find a replacement vehicle.
December 23rd, I closed the deal on a replacement car, with the expectation that the cheque was on its way. returned the rental.
The cheque did not arrive. No one from the insurance company attempted to contact me.
January 5th, I called the claims line to ask to speak to a manager. They gave me the "team lead" in charge of my agent. I left a message for her.
January 7th, I called the claims line again, to tell them that the Team Lead had not called me back in over 48 hours. They left an "urgent" message for the team lead.
Despite asking REPEATEDLY to deal with management instead of my agent, I got a call from her telling me that I am not authorized to handle my own insurance claim, for a vehicle owned and registered in my name, because my husbands name is on the file. This appears to be a mistake on the part of the broker who set up our file, but the fact that my name is right besides my husband's on our policy, no satisfactory reason was EVER given about why they wouldn't talk to me.
I had no choice but to have my husband continue dealing with the insurance company.
January 8th We were told by the agent that the cheque was in the mail, and that we would get a call when it arrived "At the earliest, Friday. Probably Monday".
January 13th, we called, left message with agent. No response.
January 14th we called, left message with agent. No response.
January 15th, husband called, cheque was waiting at reception.

When we picked up the cheque, the date of Monday January 12th was on the envelope!!!!!

I was finally able to apply the cheque as my down payment, TWENTY THREE DAYS after I closed the deal.

All of this hassle aside, the agent couldn't even PRETEND TO CARE about me as a client. There was no kindness or even courtesy over the phone - it was all business.

Desired Settlement
acknowledgement of the increased stress in an already stressful situation due to their actions and lack thereof would be the least they could do. At best, a refund of the last month of my insurance. At no point did anyone even apologize for the poor customer service, or the impact on my life this unreasonably drawn out process created.

Business Response
Contact Name and Title:*********
Contact Phone: ************
This is in response to the complaint submitted above. We agree with the customer that there were some dleays on our parte on getting back to her in a timely manner. We would like to sincerley appologize for the inconveniences caused to her and the named person on the policy. The agent has called the person to apologize personally for the delays.


05/22/2014Problems with Product / Service | Read Complaint Details
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Complaint
Failure to return a valuable family heirloom found by inspectors for the insurance company in my car following a car crash.
Re: Claim XXXXXXXX. In the car accident in the fall of 2013, during which my car was totalled, I lost my grandfather's gold signet ring, a family heirloom which was passed ** to my father and, when my father passed **** a few years ago, was given to me, and is one of very few possessions I received on the death of my father, so is doubly precious. Family and friends helped me in spending many hours and days searching the ditches, as well as searching the car from top to bottom several times before it was towed to be destroyed. You can imagine our joy when the insurance company phoned to tell us that during one final inspection of the car the ring was found and would be sent to me promptly. This was seven months ago, and despite repeated attempts to contact my representative, ****************************************** I have not been able to successfully make contact with ********, receive any response from her, nor find out why my ring hasn't been returned. I recently even had a trusted friend also make attempts to contact someone at RSA, to no avail. I would ask if you could take the time to investigate this problem and see if something can't be done to resolve the situation. It would mean a great deal to the family. You can't imagine the sorrow over losing this ring and the happiness in finding it had been found, only to know it may be sitting on someone's desk, lost in the shuffle somehow.

Desired Settlement
I just want my grandfather's ring back.

Business Response
Contact Name and Title: Helen Adriao, Team Leader
Contact Phone: 905-412-1498
Contact Email: helen.adriao@rsagroup.ca
This complaint was reviewed and we found that there had been a misunderstanding in regards to the delivery of the ring. This matter has now been clarified and the ring was shipped by courier. We have received confirmation of successful delivery on May 14 at 2:15 PM. We have left a voice mail message to the consumer to personally confirm receipt of this ring.

08/22/2013Billing / Collection Issues

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

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