Name: RIAS
Rating: 3.98

“Your product is ok - good enough for me to renew. Your phone service was appalling and well beyond what is acceptable. I was kept waiting a long time (15 minutes? - some time since and I didn't make a note but did speak to the supervisor. Good that he rand back. bad that he was unable to say anything but his seniors knew it was a problem and had discussed it that week. This is a fundamental flaw in an online service. The minimum I would expect - if you are determined not to staff adequately -is that after say two minutes I was offered that someone would call back. Present service is like a throwback 10 or 15 years and shows contempt for you customers. I am not a habitual complainer or responder to requests for reviews. Forgotten the statistic for how many people a really disgruntled customer will tell of poor service, but it should worry you.”

Helpful Report

Posted 9 years ago

Hi, thank you for your comments. We are sorry to hear of your recent experience regarding your policy documentation. If you would like to discuss your comments, please contact a member of our Customer Service team on the above email, we would be more than happy to help you. Kind regards The RIAS Team

Posted 9 years ago

“From Mr. J.E.Davies Policy No. S282384Y Please cancel insurance certificate and Direct Ebit I will not be renewing the policy through RIAS The price of £1536.56 is excessive I am returning the certificate to Ageas by mail.”

Helpful Report

Posted 9 years ago

Dear Mr Davies, Thank you for your comments. A member of our Renewals Team will be in contact by telephone to discuss your request. Kind Regards, The RIAS Team

Posted 9 years ago

“15 minutes before I could speak to a person. Not good enough.”

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Posted 9 years ago

Hi, thank you for your comments. We are sorry to hear of your recent experience. If you would like to discuss your comments, please contact a member of our Customer Service team on the above email, we would be more than happy to help you. Kind regards The RIAS Team

Posted 9 years ago

“I tried to renew policy on phone but waited too long several times listening and paying for your 'phone sales talk'. Because i could not get answer - sent a cheque But you had NOT sent a return envelope nor proper form to fill in . I supplied both of these. I am of an age that has 'BRAND loyally '-so stuck with you.Then I received letter saying there was still time to renew although I thought I had done so. This forced me once again to Phone waiting again for a long time . When I complain I was told BUT we are very busy at this time of year- implying that others were of more importance than my call .If you had not already cashed the cheque I was going to go elsewhere for my insurance.. m barrick”

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Posted 9 years ago

Hi, thank you for your comments we appreciate you taking the time to leave feedback. Kind regards The RIAS Team

Posted 9 years ago

“We were abroad for a number of weeks and did not realise that one of the cars we own needed to be reinsured. When we returned home and read the letter informing us that our car needed to be reinsured we contacted RIAS to renew the insurance. The person my husband spoke to said that as we were late in reinsuring she would have to speak to her manager to see whether they would consider insuring our car. The person who was speaking to my husband said that RIAS would reinsire our car but that we would have to pay a penalty of £20.00 for late renewal. We have insured two cars and a house with RIIAS for a good number of years and have never made a claim. I am not happy with a £20.00 penalty and shall talk to our MP John Whittimdale about this practice. Susan D Clough”

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Posted 9 years ago

Hi, thank you for your comments. We are sorry to hear of your recent experience. If you would like to discuss your comments, please contact a member of our Customer Service team on the above email, we would be more than happy to help you. Kind regards The RIAS Team

Posted 9 years ago

“12 months later, no changes to circumstances or vehicle, rias charged initially 107 more than preceeding year. After much haggle (listen to the recording) rias conceded 50 loyalty bonus. This reduced a 32% increase to 15%. There is nothing I can do except share my experience .”

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Posted 9 years ago

Hi, thank you for your comments we appreciate you taking the time to leave feedback. Kind regards The RIAS Team

Posted 9 years ago

“I did not receive a renewal advice until after the renewal date, if I had not checked my expiry date on my policy I would have been driving with out insurance....!!! This is certainly not good enough..........!!! This then left me little time to appraise your insurance offer which had again increased in price......!!”

Helpful Report

Posted 9 years ago

Hi, thank you for your comments. We are sorry to hear of your recent experience. If you would like to discuss your comments, please contact a member of our Customer Service team on the above email, we would be more than happy to help you. Kind regards The RIAS Team

Posted 9 years ago

“The reason for the VERY POOR is for no other reason than the time it takes for your customer service to answer. E.G. 1st day - 20 Mins and gave up 2nd day - answered after 13 mins 50 seconds Which personally is DISGUSTING way to treat customers I do not think fo one minute you will do ANYTHING about this”

Helpful Report

Posted 9 years ago

Hi, thank you for your comments. We are sorry to hear of your recent experience. If you would like to discuss your comments, please contact a member of our Customer Service team on the above email, we would be more than happy to help you. Kind regards The RIAS Team

Posted 9 years ago

“I have just received my renewal notice for contents insurance and have been quoted a premium in excess of £320. On contacting RIAS I said how disappointed I was that the premium was around £60 higher than last year when I had made no claims for many years and was immediately offered some type of discount which led to a lower premium being quoted in the sum of £290. I said that I would shop around and approached the insurance company that has been covering my motor vehicle for years and was given a quote of approximately 50% less that the revised premium from RIAS, it also included an extra amount of cover by 50%, £75,000 as against £50,000. With regret I have moved to my new insurers after many years with RIAS. I thank them for their service in the past and hope that I will be happy with my new insurers.”

Helpful Report

Posted 9 years ago

Hi, thank you for your comments. We are sorry to hear of your recent experience. If you would like to discuss your comments, please contact a member of our Customer Service team on the above email, we would be more than happy to help you. Kind regards The RIAS Team

Posted 9 years ago

“told when update car details a month ago predicted renewal price would be in the £500 to £550 range when renewal came it was £880 after discussion was told best would be £815 for a specialist firm dealing with over 50s i could have got a better deal if i was 25 with two years ncd than a loyal 58 year old with 12 plus years ncd I informed agent that I had quotes of £471 with sainsburys and £372 with direct line and that the price offerred at £815 was a joke and no where near the predicted £500 to £550 given”

Helpful Report

Posted 9 years ago

Hi, thank you for your comments. We are sorry to hear of your recent experience. If you would like to discuss your comments, please contact a member of our Customer Service team on the above email, we would be more than happy to help you. Kind regards The RIAS Team

Posted 9 years ago

“My name is Geoffrey Garrod. My car registration is RE51 KPY. My postcode is LL65 2TR. You have sent me a renewal proposal for my car insurance which is unacceptably expensive compared to the original quote and last years premium. Had I not questioned the proposal you would automatically have renewed the direct debits at the higher rate. Many of your customers would not have checked and assumed that there would only be an inflationary rise in premium. These tactics are not acceptable and your call centre representative would not re-quote. You have lost my business and I intend to report you to the Insurance Ombudsman. I have cancelled my renewal and I intend to spread the word about your unacceptable price increases and your suspect tactics which seem aimed at the older customer not checking or not understanding the renewal tactics.”

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Posted 9 years ago

“Why was my Car Insurance raised by another £86 per annum after a year of no claims when the year before it had already been hiked up by at least £300 after two accidents which were not my fault, i.e. sliding into an accident that had just happened in front of me in treacherous icy conditions and airbags releasing in my car as I was going down a busy motorway in the middle lane? Yes I know you classify it as my fault because you cannot pin the blame anywhere else but my insurance was supposed to be claims protected . My Contents, Annual WW Travel and Home insurance, some of it currently with you, come up for renewal soon. You'll be llucky !”

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Posted 9 years ago

“8 days before my insurance ran out I had to phone to find out why I had not received any info. Since time was so short I decided to renew insurance over the phone. I was offered time to try other companies but with the deadline so close this was not an option. Due to time taken to receive new documents I was driving without them for 3 days. WHY was renewal info not sent soon enough: why has my my premium gone up by approx 25% when your Insurance Premium Tax has only risen from 6% to 9.5%? I am not impressed and will certainly hope to find a better insurance provider next year.”

Helpful Report

Posted 9 years ago

Hi, thank you for your comments. We are sorry to hear of your recent experience. If you would like to discuss your comments, please contact a member of our Customer Service team on the above email, we would be more than happy to help you. Kind regards The RIAS Team

Posted 9 years ago

“Current motor policy with yourselves expires on the 16th February; to date I have yet to receive my renewal documentation. In desperation and worrying about the expiry date I telephoned your offices to enquire and discuss my renewal. I was informed that RIAS were experiencing trouble with the issuing of renewal documentation. I obtained a quotation from your staff for the renewal of £822.57 some £300 more expensive than my 2015/15 premium. When requested to justify this 63% increase your representative had no answer save that the figure quoted was generated by their computer. To say that I am disgusted is an understatement. Perhaps RIAS would be good enough to contact me with regards to this matter once they have an answer to this increase.”

Helpful Report

Posted 9 years ago

Hi, thank you for your comments. We are sorry to hear of your recent experience. If you would like to discuss your comments, please contact a member of our Customer Service team on the above email, we would be more than happy to help you. Kind regards The RIAS Team

Posted 9 years ago

“Just got your new insurance for house+contents what a joke with you for 20 year never claimed”

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Posted 9 years ago

“My home and buildings insurance was with Rias for many years. When I was burgled they made it feel like I was being robbed again. The customer services manager was rude, arrogant and totally unhelpful. I am now insured with another company, even with a claim I am paying less. Rias should be avoided.”

Helpful Report

Posted 9 years ago

Hi, thank you for your comments. We are sorry to hear of your recent experience. If you would like to discuss your comments, please contact a member of our Customer Service team on the above email, we would be more than happy to help you. Kind regards The RIAS Team

Posted 9 years ago

“Sorry I have changed to another.”

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Posted 9 years ago

“This is a view in two parts and I am only giving a score based on the bad part. I paid a deposit for a new Home Insurance but after nearly 3 weeks and the day before the start date began to panic as I had not received any paperwork. It seemed that nothing had been set up and the only way the very helpful new business man could help was to start again and take a new deposit . This was done and the following Monday I spoke to Customer Service and again a helpful and efficient lady sorted it out and I should have a credit by now. As I said very poor service but they recovered and handled the issues well”

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Posted 9 years ago

“You have not yet confirmed my cover due to your non acceptance of my proof of 9 years no claims bonus”

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Posted 9 years ago

Hi, thank you for your comments. We are sorry to hear of your recent experience. If you would like to discuss your comments, please contact a member of our Customer Service team on the above email, we would be more than happy to help you. Kind regards The RIAS Team

Posted 9 years ago

“I purchased motor insurance and as requested sent RIAS the renewal notice from my present company. This rejected as insufficient and I cancelled the policy. I have been buying car insurance for 45 years and never had this happen before. RIAS are a Which? approved supplier; can I be the only pers”

Helpful Report

Posted 9 years ago

Hi, thank you for your comments. We are sorry to hear of your recent experience. If you would like to discuss your comments, please contact a member of our Customer Service team on the above email, we would be more than happy to help you. Kind regards The RIAS Team

Posted 9 years ago

Customer Service
Communication Channels	Telephone, Email
Queries Resolved In	Under An Hour

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