“Waited on phone for 15 mins. Then phone rang for ages then I was asked to do a review before I had spoken to anyone.
No wonder 2 messages came saying we had to be polite to service people. I am an old lady who just wants house
insurance. Not good.”
“So far so good but I have not had any reason to make a claim or contact Saga Insurance since I dinged up.
I called couple of times to clarify policy issues which were answered quickly and competently.”
“At the time ( about four years ago ), I insured my car with Saga because they were the cheapest of the many quotes I'd checked out. You get what you pay for.
In a subsequent accident, our car was deemed to be a write-off, primarily because the repair estimate included a number of items that were completely extraneous to the actual accident damage. After protracted negotiation, they agreed to have the car repaired, only for their appointed garage to do more damage in the course of carrying out the repair. When I had occasion to speak to them on the phone, it frequently seemed one hand never knew what the other was doing. When they ( eventually ) supplied copies of the estimates from the garage, the two estimates did not make sense with each other - a fact which they were never willing or able to explain. A lengthy complaints process resulted in a paltry payout of £200 in compensation for the appalling customer service I'd received up to that point; an additional £200 was offered when I threatened to take them either to the Ombudsman or to court. I took them to the Ombudsman, who ( surprise surprise ) sided with the insurance company, and the offer of an additional £200 compensation was upheld. Despite the decision of the Ombudsman, it was another six weeks before I finally received that cheque. I can tell you that the £400 total compensation was but a fraction of what would have been justified by the amount of time spent on e-mails, phone calls and letters, not to mention the damage done by their own appointed repairers.
If you insure your car with Saga, be prepared to end up dealing with the Ombudsman, and be prepared for the fact that that process alone will take anywhere up to a total of two years over and above the original complaint process. Be aware also that the Ombudsman will almost always side with the insurer, and regardless of this, they have no actual power to enforce their decisions in any case.
On your own head be it.”