Royal Bank of Scotland Home Insurance

They will do everything in their power to make sure they don’t have to pay you out the full money for the job!

They are not there to help they are there to make

Everything as difficult as possible! They don’t take

In to consideration of you have kids and how much stress they put

You under! They have one contractor they can use that are so

Busy they can’t actually do the work for you!

When you find someone in the trade to fix the problem for you

They tell you it’s too expensive but don’t give you alternative!

I was offered a shower pod for garden that faces onto flats!

I can have a shower in a hotel yet I don’t drive and have 2 young kids!

We took the RBS annual travel insurance with our black account.

Our daughter needed an emergency appendectomy in Bali. The emergency surgery was delayed due to the underwriter assigned by the RBS insurance having gone into liquidation without the RBS insurance being aware! Resulting in the insurance company not paying out.

We were forced to pay for the surgery ourselves and all of the necessary related expenses.

This was in early September and we still have had no refund, or apology, the correspondence has been disgustingly poor.

We have spent hours on the telephone trying to speak to a member of the team but the general waiting time is 40 minutes! with no answers!

We would definitely not recommend you take this insurance out if you wish to protect a loved one whilst travelling.

Dr & Nurse Parents

Looks like they have outsourced claims processing (at least for stolen bikes) to an outfit called Direct Validation Services. Tried to call DVS several times and after 20-30 mins on the line didn't get through. Arranged two call back appointments - DVS didn't not contact me at either time. Eventually got through at 1 minute after opening time on a Saturday, spoke to two different people during the course of the call and the tone of each person was openly hostile. Will now be looking for a new insurer. Do wonder whether RBS realise how bad the customer experience is (or perhaps they no longer care)

We had the premier cover when we were flooded with an underground pipe over Xmas. We were treat absolutely disgraceful, everything was challenged in a very, very rude manner. We had no power whatsoever for 5 days over xmas, no offer of alternate accommodation even though it was supposedly included. Would take pages to include all the complaints we had. But in a nutshell AVOID THIS COMPANY.

I have never come across such a poor insurance company , Cunnigham Lindsay had been appointed by RBS after my In laws had a roof collapse . They had been insured for 25 years without a claim , a year later still not settled .

I will never use RBS again

One clain in over 20 years with RBS Elite Home Insurance, a leak in the bathroom, extensive damage! New Bath, flooring, and other work. Tried to get me to take a cash settlement of £840, less excess of £350 = £490 to do a bathroom. What a joke. Suffice to say I am no longer with RBS!

Dire service!!!! Called first thing in morning to get help as water was flooding in through roof...RBS insurance called back at 4.50pm to say they could not help due to my location, and to get my own tradesman. I live on the mainland and was never told when I took the policy out 12 years ago that my location could be a problem.

Quick to take policy payments but no help when really needed....have NEVER claimed before AND WILL BE CANCELLING POLICY ASAP.

Happy to take our monthly payments. But when it comes to making a claim they simply are not interesrted. Their assessment process is long winded and time consuming and they really dont want to play ball when it comes to making a full and fair payment. RBS are a terrible company with a terrible attitude. Unwilling to listen to your point of view and treat you as if you are stupid. At times when trying to make a claim on our my insurace due to contents of our home being stolen it has felt as if Im doing all the work and they are doing nothing as if Im working for RBS. I would not recommend Royal Bank of Scotland (RBS) to anyone, particulary poor customer service and no regard for people going through a very diffcult time having had their home broken into a items stolen. At times it has felt as is they just don't beleive me with the under tone that makes the suggestion that im a criminal.

I changed my buildings cover to RBS after years of being with L&G , what a mistake , months later what I percieve is a simple claim is still not resolved. It is impossible to get through on the phone , then the admin team have the audacity to write and say that they have not been able to contact me by phone !!

When I did get to talk to someone "the floods" are still being blamed for the back log. When the phone line rings it clears before it gets answered. The rep in branch is quick to sell you the policy but in branch they don't want to help when you can't make contact - lesson learnt , stick with what you know !

I asked for a rental flat insurance, they sold me the wrong one and reassured me it was right. Then when I claimed after many months they agreed they had missold. The repair cost was agreed, and it is now two months I am still waiting for the payment of the agreed sum to be sent to me. The call centre is one of the worsr, it always claims they are so busy and put you on hold for average of 70 minutes playing music. I have tried it all times between 9 am and 5 pm, it is the same delay. At the moment I am listening to music for the last 32 minutes and typing this while waiting.