ComplaintsforRBC Insurance Services Inc
Insurance
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Complaint Details
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Initial Complaint
20/06/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I am trying to cancel my condo insurance that I paid in full in December 2021. I need a credit from 04MAY2022-15DEC2022. I have called 6 times and been on hold for almost 14 hours in total. I haven't spoke to anyone except for their recorded message. Angela C has emailed me and told me I don't have a policy. Then she comes back and tells me to call the number again. I just called and the wait time is another 3-4.5 hours!! Someone called me this week to say it was cancelled as of 07JUN2022 but I want credit from the date I sold the property 04MAY2022. I emailed the sale agreement this week, as RBC informed me to do so they can credit me. I would like to know when the credit is applied and how they are going to reimburse me. I would appreciate any help************************************************************ ****************************************************************************************************Business response
20/07/2022
Business Response /* (1000, 5, 2022/06/27) */ Good afternoon, We have spoken with the client and addressed their concerns. Thank youInitial Complaint
05/04/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
I purchased travel insurance from RBC Insurance on October 12th 2021 (Policy # ***********) for coverage from October 15th 2021 to March 31st 2022 for international travel. During the month of December the Government of Canada issued a travel advisory against all international travel. It came to my attention that all coverage from my insurance policy would be null and void due to this travel advisory. I called RBC on December 22nd to cancel my policy and obtain a refund. RBC however has transferred all insurance accounts to *******. After not receiving any refund I called again on January 4th. I was told that since I purchased the insurance from RBC, ******* cannot issue me a refund directly and RBC must issue the refund. RBC is no longer reachable and all communication is automatically forwarded to *******. Furthermore, on the date that I purchased the policy, there was in fact already a Canadian travel advisory against all international travel in place. I was sold the policy anyway, which I conclude was a worthless product offering no coverage of any kind for international travel. I am looking to obtain a refund for the entire amount I paid ($897.00 CAD).Business response
26/05/2022
Business Response /* (1000, 8, 2022/05/06) */ RBC Insurance is investigating the clients concern and have attempted to contact the client. Please note that due to authentication and privacy requirements a phone call is needed. We have been unable to reach the client to date however continue to follow up. The client's complaint remains open with our office.Initial Complaint
05/04/2022
- Complaint Type:
- Order Issues
- Status:
- Resolved
I purchased Travel Insurance with RBC. I was told that the coverage included trip interruption caused by COVID-19. Our destination requires this level of travel insurance in order to grant an entry permit. Once paid for and the certificate of insurance was emailed to me I noticed in the fine print under exclusions that any claim related to COVID-19 is excluded from the policy. I then tried to call RBC back. I'm on day 4, spending hours and hours on hold. I cannot reach anyone at RBC. Now that they have my money there is no customer service to be had and no one will answer the call. Hours of a recording telling me how important my call is, ***********************************************. I find it very interesting that the call to purchase the insurance and take my VISA details took only a matter of minutes, but follow up customer service is comprised of recordings with no one available to take the call. I want a refund on this **** insurance policy RBC sold me. I will not be doing any business with RBC again***************************************************************************.Business response
18/05/2022
Business Response /* (1000, 5, 2022/05/02) */ Good afternoon, Please note the client's concerns have been resolved. Thank you Consumer Response /* (2000, 7, 2022/05/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) After forwarding my concern through RBC private banking I received a call back from RBC insurance attending to my concern.Initial Complaint
14/02/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I purchased a multi trip health insurance policy ********* from RBC Insurance about 6 months ago. I have had to extend my 16 day limit several times over this period. You cannot do this on line nor can you send an email. The only option is to call in. This is my 4th day on hold for over 4 hours each time and what happens is at about 4.5 hours the call gets dropped or disconnected. This has happened 9 times over the last 6 months. This is not higher that normal call volumes*******************************************************. Every 20 or 30 seconds there is a message saying how important my call is to them. *************************** after a couple of hours of this message it just serves to make the client more and more angry. There is no call back service which would be a no brainer. This is a call to buy more of their services. *******************************************************************************************. ****************************************** **************************************************************************************************************************************************************************************************************************************************************Business response
30/03/2022
Business Response /* (1000, 9, 2022/03/04) */ Hello, Please note we have contacted the client and resolved their concerns. Thank you.Initial Complaint
04/10/2021
- Complaint Type:
- Billing Issues
- Status:
- Unresolved
My insurance policy was updated without consent or information given to me. Fee was increased by 40% and it was automatically transacted out of my account without agreement. RBC insurance is unavailable to get hold of through any means. Telephonic approach to their customer service center is blocked by intended hurdles and long wait time in queue that doesn't yield results because wrong department picked up the call. In person visit was made just to be told by the staff that they are not authorized to speak about insurance and I have to call in.Business response
22/10/2021
Business Response /* (1000, 5, 2021/10/06) */ Hello, We are in receipt of the complaint above registered by our client with your office. Our internal complaint management process will be explained to our client in the response, including their complaint escalation options should they remain dissatisfied. Due to RBC Insurance's client privacy and confidentiality policy, we will not be copying your office on any correspondence with our client relating to this complaint or their insurance policy. However, we thank you for forwarding this matter to our attention. Thank you. ******** ******* Compliance Analyst Customer Care Assurance RBC Insurance Consumer Response /* (3000, 7, 2021/10/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am yet to receive correspondence from RBC. No contact has been made till date. I was told by the RBC staff that all I can do is call the 1-800 number, I am not aware of the escalation process ******** speaks of, I am not sure if it even exists. Client's privacy should not be used as an excuse to withhold action. Its been 2 weeks since I have started looking for answers and I am still left unattended. I still seek resolution and explanation as to why I have been charged more than the consented fee. My case should be open to others for it shows the quality of customer service I am getting.Initial Complaint
06/05/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I issued an insurance claim for a purchase made on my RBC Avion Infinite in July 2020. The processing time I was notified about was 15 weeks. It has now been 10 months and the only contact I have received from RBC or Assured Assistance Inc. has been an automatic response to my inquiries. I pay a large fee for the benefits this credit card provides and expect MUCH better service for the price.Business response
26/05/2021
Business Response /* (1000, 5, 2021/05/07) */ Hello, We are in receipt of the complaint above registered by our client with your office. Our internal complaint management process will be explained to our client in the response, including their complaint escalation options should they remain dissatisfied. Due to RBC Insurance's client privacy and confidentiality policy, we will not be copying your office on any correspondence with our client relating to this complaint or their insurance policy. However, we thank you for forwarding this matter to our attention. Thank you. ******** ******* Compliance Analyst Customer Care Assurance RBC Insurance
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Contact Information
Customer Complaints Summary
20 total complaints in the last 3 years.
4 complaints closed in the last 12 months.