Our goal: To treat customers the way we’d like to be treated
While we love to hear compliments, sometimes you need to tell us where we haven’t met your expectations. We pride ourselves on listening, so we want to hear from you if you think we can do better.
That’s how we make things better for people.
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Every improvement can make a difference for our customers, no matter how small or large. We try to give exceptional service every day. If we’ve missed the mark, please tell us and give us an opportunity to make it right for you.
Let your broker know you have a complaint
Your broker should be the first to know if something isn’t right. He or she is your advocate and will let us know of your concern.
Send your complaint directly to us
We hope we’ll resolve any issues through your broker, but if you don’t agree with the resolution, you can also contact our Complaints Office. We aim to resolve issues within five working days. If it may take longer, we will let you know and explain the reason for the delay.
Options for independent assistance
If you’re not happy with the resolution, you may request a formal letter explaining our position. You can take this letter to the General Insurance Ombudservice (GIO). GIO helps resolve conflicts between insurance customer and companies.
Your compliments are an important tool to us. They tell us what we’re doing right. If you want us to keep doing something we’re doing, please let us know.