Our claims commitment

At RSA, we’re here for you wheneveryou and your customers need us. Our claims commitment outlines the ways in which we always endeavourto give first-rate, quality service and peace of mind.

Covering all RSA Personal insurance policies,it’s our promise that you can rest assuredwe’re there before, when and after a claim.

We pride ourselves in handling all claims swiftly,sensitively and efficiently, working hard to makeinsurance easy for you and your customers.

If you’re ever unhappy with any part of the service, let us know – we handle all complaints fairly and promptly and any feedback you give helps us to be better everyday.

rsabroker.com/home-claims

Our claims commitment general principles

Before

• Help customers make their claim

• Direct them to the relevant team for their claim as soon as possible

• Discuss with them how their claim is or isn’t covered by their policy

• Explain next steps and discuss timeframes going forwards

When

Throughout the claim we will:

• Explain how the customer’s claim will be handled and keep them informed about what they need to do

• Consider and handle the claim fairly

• Explain why and when other parties, for instance loss adjusters, will need to be involved and the role they perform

• Keep them up to date on their claim, including any issues affecting it

After

• Settle the customer’s claim promptly and provide payment within 5 working days (sometimes earlier with fast track settlements)

• Arrange for any repairs or replacements within 5 working days of the claim being agreed

• At the end of their claim, we’ll make contact to ensure they’re satisfied with the outcome

rsabroker.com/home-claims

We’re here for you. From end to end our personal claims commitment is our promise.