Saga Home Insurance

Sage fail to provide a helpful service. You have to do all the work finding trades people as staff on phone help line are obstructive to helping customers. Disrespectful & block attempts to access help. Sent none English speaking persons out in dark to diagnose & treat a leak. Home owner expected to get onto roof & tell emergency team what problem is. When couldn’t communicate with emergency person they ignored my distress. A single female home alone faced with 2 person in the dark who could not explain or help. Saga paid them for 10 min attendance and said no help to be given. Declined to explain or assist.

Saga home building insurance not fit for purpose. Phone line doesn’t get you anywhere as most options disconnect the call. Any message is whispered and incomplete. Even response to a complaint is handled superficially and number they give to call is not valid to speak to someone - complaints relation officer. Do not use as very stressful.

I helped my elderly parents take out car and home insurance with saga as they believed they were age friendly. How wrong they were ????. Unfortunately they signed up to a 3 year policy.

2 years ago my father was involved in his first ever accident in 50 years of driving where a young driver pulled on to the motorway and drifted straight into the middle sideswiping my dad. Open and shut case, but Saga spent a year questioning my dad’s driving, the fact he was pushed into a car in the fast lane, not sufficient evidence that he could not avoid the young driver. This protracted review caused him great stress and impacted his health and financial hardship having to buy a replacement car out of savings while waiting for the payout which unfortunately can a month after his death. Ultimately vindicated but with no apology. Now my widowed mum has had to claim for storm damage to her garage. Despite the assessor, who visited saying ‘it’s an open and shut case, definitely storm damage’ Saga have refused to pay on the grounds the nearest recorded wind speed was only 47mph and they don’t consider it a storm until 55mph!! Disgusting, like many on her I can see that Saga pray on the old and vulnerable and it’s only the bottom line that counts. Don’t believe their advertising it’s a lie!

I am really very disappointed by the horrible CLAIM SERVICE. I am passed over from one telephone number to another. I claimed some few months ago and the experience was 1v1er awful.

I have a extensive leakage from our flat roof leaking all the way from 2nd floor to first floor to ground floor. I WAS ASKED TO RING ON Monday inspite of the fact that they were open on Sunday. I will no doubt ring them tomorrow Monday and hope to get satisfactory response

I phoned SAGA Home Insurance 3rd October 23, to make a claim about a leak as I had the accidental cover, a plumber came round and said he will order the parts and fix it the following week.

Almost 4 weeks have gone by and many calls later to complain about the service and no fix.

They sent a plumber in 26/10/23 and "stated its a new job and not authorised to fix it! What is going on with Saga!! need help please- totally rubbish service for the over 50's!!

30/10/23 - contacted the Saga Chat as per reply from Saga-agent. An auto bot answered but could not understand my issue!! and referred me to the saga web pages!! All I want is SAGA to repair the leak and hole in the wall they made.

30/10/23- Saga stated that its not their problem as it the "Home emergency company AXA " that Saga have vetted to use for these type of issues. I contacted them and they said sorry and will get it fixed asap- someone will call.

31/10/23 No call from AXA.

I've already spoken to a the press and they are interested in the story- watch this space!!

After trying for a number of weeks to get through on the phone (waiting 15 - 25 mins at a time) and giving up as no-one answered I finally got through on 30/9/23 after waiting 25 mins. (to a man who clearly couldn't give a dam) only to be told I had to be put through to ANOTHER dept. and they would answer immediately. I waited ANOTHER 25 mins and finally managed to cancel my elderly Mothers policy as she has gone into a home. Also I did try to go on saga.co.uk/my policy and all that came up was 404 - Page not Found and Ooops were sorry we can't fine page you are looking for but why not look round our sight????

Why give out a cancellation number to ring if they aren't able to cancel your policy???? Will never use them again for any kind of insurance.

They delay payments and will try to avoid there legal obligations to settle claims.

Please avoid

SAGA HOME INSURANCE

My parents have used Saga for many years. They had to make a claim for the first time at the end of January. The assessor came out agreed that the claim was valid, our contractor requested a higher amount and this is the last we heard from the underwriters until I got involved over 1 month later to chase on behalf of my parents.

The claims assessor and the senior claims case handler were contacted and they needed to decide which of 2 amounts on the system were going to be offered (the one being too high in their minds). I said that they needed to officially, in writing, offer the amount that they are happy with to my dad and I'm sure he would be happy to proceed. I added that the total lack of communication for 6 weeks was shocking and unacceptable.

THE WALL HAD COLLAPSED BETWEEN THE WET ROOM AND THE KITCHEN, the ONLY FUNCTIONING SHOWER FACILITY IN MY ELDERLY PARENTS' HOME.

I explained that my almost 78-year-old dad has cancer and is catheterised as well as being full time carer to my mum (76) who has dementia, and we are all very stressed and require a response and a speedy resolution.

The call handlers were lovely but unfortunately another month elapsed, with several emotional calls from myself (a single working mum (NHS), each call taking up to 1 hour out of my day) AND I was also copied into an email to the Claims Handler and Assessor - I sent several emails over the course of this month, starting off politely, explaining the awful circumstances that we found ourselves in and requesting an update however, all to no avail.

I sent several more emails, increasingly desperate, detailing my parents cancer and dementia, again 0 response. Finally, a call handler did their job for them, offering the lower amount which we accepted.

To say I am disgusted by the total lack of communication, their total disregard for our horrific personal circumstances and their inability to respond to one of my emails officially is an understatement. Appalling. Horrific. Cold. Unprofessional. Uncaring. Underhand.

DO NOT USE THIS COMPANY FOR INSURANCE.

Saga look for every possible excuse to nullify a claim. They have nothing but contempt for elderly customers who are holding Saga policies that will never be honoured. Thousands and thousands of elders sitting on Saga policies that are not worth the paper they are printed on. All potential claims are passed on to an American legal company who have attained the highest degree of low cunning who will

invent reasons to nullify a claim.They should not be permitted to sell insurance,

Al Capone has nothing on Saga.

Phoned SAGA HOME EMERGENCY YESTERDAY AT 2pm waited for 60 minutes listening to how important my call was and that it will be answered shortly before being cut off

I tried the chat line but was told to keep holding.

Not only is this incompetence but extremely dangerous for an EMERGENCY service

I called Saga today to check that I had done my mother’s travel insurance correctly. I was so surprised how easy it was. Even on a bank holiday I got through to someone right away, and they sounded older (=polite and experienced and actually care)

It was sorted quite quickly. My mum has used Saga ever since her cancer diagnosis 10 years ago made other travel insurance quotes prohibitively expensive, even after her treatments were finished. Saga always have reasonable prices even with medical issues.

We have never needed to make a claim so can’t vouch for that.