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I need help with rbs home and contents insurance and making a complaint.?

My flat was flooded by upstairs because of a frozen pipe in their attic at 11am saturday morning. I phoned my insurance company and was told i needed to make a claim through their insurance not my own. The landlord from upstairs phoned me at 2pm and said her insurance office closed at 1pm(not sure i beleive that) and that she would phone me first thing monday morning, so i gave her my mobile number aswell as the house number. I had 1 missed call on my landline with no message left and a witheld number, no call made to my mobile so dont know if she tried to phone or not. Still no call today so i rang my insurance again, and the lady said that i needed to make a claim on my insurance and they would try and get their insurance to pay for it but thats not guarenteed also i have an excess of 200 pound (all because of upstairs neglagence - there was no one their over christmas and no heating on!) The other annoying thing is that i was told a load of rubbish in the first call on saturday and as a result have wasted three days while waiting for the upstairs landlord to get in touch. When i tried to make a complaint i was told that because i did not have the guys name there was nothing they could do although i had the exact time and duration of the call.

Basicly i need help on what to do with the claim and also any other way of making a complaint?


Cheers jaime.

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I dont work for RBS but another insurance company but have done for 8 years.

You can make a complaint and they should take it seriously as just because they cant trace the call does not mean that that phone call didnt exist. (however if they have a phone based system which they probably do - we have one called witness, then they can trace it with the time, date and your phone number) In a telephone based company we are to at on good faith of our customers information. Also it is probably and very likely that the person did tell you that as it is something we would tell you to try to do first. Again this would be to save you your excess.

Call back and ask to speak to a manager straight away. The manager will take your complaint on. They are regulated by the financial services authority and they define a compaint as "disatisfaction of a customer whether justified or not". A complaint needs to be logged and aknowledged by letter within 2 days with an outcome of the complaint hopefully reached within 30 days. You should also receive a form within the letter they send of the compaints procedure and when you can comtact the obudsman.

I will check back on this and if you want more info I will send you my email address for advice.


edit - oh and i would go through your own insurance company if this guy is giving you the run around upstairs. but if you can wait then ask the guy for his insurance details and contact them yourself. they may not deal with you though.. Check your policy for legal services and what that covers you for too

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Other Answers (2)

• Not taking down the name of the contact should not present a problem. It is all logged in the company's computer. As k them to dig it up. Your first port of call should be CAB in the event of further lack of cooperation on the part of the insurers.

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• Try to calm down and not get too annoyed at your Insurance Company for the time being. You have a right to be irritated but at this moment in time you need the help of your own insurer, and may well get further by being agreeable. You can always put in a written complaint once the claim has been dealt with, but for now you need them on your side. Insist that they deal with the claim and make sure that you keep accurate notes of who you speak to and what you are told.

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