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Frequently Asked Questions Insurance you can rely on

Frequently Asked Insurance Questions

Here are some helpful 'frequently asked questions' to help when thinking about an insurance policy.

Insurance FAQ's

You can pay for your policy by making a one-off payment for the year or by making monthly instalments at no extra charge.

A single payment can be made using a credit or debit card or via an annual direct debit.

Monthly instalments can only be made via direct debit.

If there are any changes to your circumstances, eg number of bedrooms has changed, you or any member of your family has been convicted of any offence except for driving, etc (see Policy booklet for full details) you must tell us within 30 days of knowing of any changes by using the address on  the front of the Schedule.

If you cancel your policy after 14 days of the date you receive your policy documents, we will refund premiums already paid for the remainder of the current insurance period, provided no claim has been made during the current insurance period.

 

If you wish to cancel your policy after 14 days of the date you received your policy documents, we will refund premiums already paid for the remainder of the current insurance period provided no claim has been made during the current insurance period.

However you cancel your policy, you need to write to RSA at the address, or call the number shown, on your Schedule. 

To make a claim call RSA on 0345 072 7148.  Ideally, when you contact us we will need to know:

  • Your name, address, home and mobile telephone numbers
  • Personal details necessary to confirm your identity
  • Policy number
  • The date of the incident
  • The cause of the loss or damage
  • Details of the loss or damage together with claim value if known
  • Police details where applicable
  • Names and addresses of any other parties involved or responsible for the incident (including details of injuries) and addresses of any witnesses

We will then talk you through the procedure and, possibly, request further information depending upon circumstances and value of the claim.

Step 1

If your complaint relates to your policy then please contact the RSA sales and service number shown in your Schedule. 

If your complaint relates to a claim then please call the claims helpline number shown in your policy booklet.

RSA aim to resolve your concerns by close of the next business day.

 

Step 2

In the unlikely event that your concerns have not been resolved within this time, your complaint will be referred to RSA’s Customer Relations Team who will arrange for an investigation on behalf of their Chief Executive.  Their contact details are:

 

Post:                      

RSA

Customer Relations Team

P O Box 255

Wymondham

NR18 8DP

Email: crt.halifax@uk.rsagroup.com

 

Once RSA have reviewed your complaint, they will issue their final decision in writing within 8 weeks of the date they received your complaint.

If you are still unhappy after their review, or you have not received a written offer of resolution within 8 weeks of the date they received your complaint, you may be eligible to refer your case to the Financial Ombudsman Service.  The Financial Ombudsman Service is an independent body that arbitrates on complaints.  They can be contacted at:

 

Post:                      

Financial Ombudsman Service

Exchange Tower

Harbour Exchange Square

London

E14 9SR

Telephone:

0800 023 4567 (free from standard land line, mobiles may be charged)

0300 123 9123 (same rate as 01 or 02 numbers, on mobile phone tariffs)

Email:

complaint.info@financial-ombudsman.org.uk

Website:

www.financial-ombudsman.org.uk

 

You have six months from the date of RSA’s final response to refer your complaints to the Financial Ombudsman Service.  This does not affect your right to take legal action, however, the Financial Ombudsman Service will not adjudicate on any case where litigation has commenced.

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