HOW DO WE MAKE THINGS BETTER?

Your top priorities are the things that matter most – your family, your home, your car or your business.

Having the right insurance coverage which gives you the peace of mind that they’re protected is invaluable. We see our job as giving you the support and comfort to focus on what really matters.

We like to think we’re experts in making things better. After all, we’ve been doing it for over 300 years.

 

RSA Cares about its customers

 

First and foremost, we eliminate insurance headaches with our Hassle Free Claims® service.

 

We’re committed to making things easy for you with:

  • Access to a live RSA Claims Adjuster, 24 hours a day, 7 days a week – we are always here to take your call and provide help when you need it.
  • Our $500 Service Guarantee. If we don’t return your call on a new claim within 6 business hours, we’ll pay you $500. No questions asked.   This applies to Catastrophic weather events as well.
  • Lifetime repair guarantee on auto claim repairs made at our preferred shops
  • RSA care and Emotional First Aid. An accident or property loss can be stressful and upsetting. Our RSA claims professionals will help guide you through your claim. They can also refer you to a trained counselor through our Claims partner Graham Guidance. With no fees, your counselor will tell you what to expect, give you resources to help, and guide you through a challenging time.

 

When you need to make a claim, you can count on your Claims Representative to:

  • Confirm your coverage
  • Explain your options
  • Make arrangements for repair or replacement of your property

 

We promise to:

  • Provide prompt and professional contact
  • Investigate claims efficiently
  • Make arrangements for timely repairs
  • Settle your claims fairly
  • Stay in touch throughout the claims process
  • Keep premiums fair by resisting fraudulent and exaggerated claims

 

From start to finish, we’ll meet strict timelines when helping you with a claim.

Initial contact  

You’ll hear from us no more than 6 business hours after you tell us of a loss. If we aren’t able to speak to you (or the Policyholder, if that’s not you), we will follow up the next business day.

We will contact you (or the Claimant, if that’s not you) within 1 business day.

Telephone messages 

If we receive your message by 3 p.m. local time we’ll return your call the same business day. We’ll return messages we receive after 3 p.m. ET by the next business day.

Written inquiries 

We’ll answer letters within 5 business days of receiving them.

Vehicle appraisal    

Once we’ve set the date of inspection:

  • Your appraisal will be within 1 day in urban areas, 3 days in rural areas

Total loss of vehicle

We will negotiate and pay for an accident claim (total loss), within:

  • 14 days of the report for private and light commercial vehicles, or
  • 30 days of the report for heavy commercial vehicles.

In the case of a theft (total loss), we’ll pay your claim within:

  • 30 days of the theft report, and upon completion of the statutory proof of loss form

Property damage inspection

We will inspect damage to your home or business within 2 days of your claim report.

Issuing cheques  

We issue cheques within 2 business days of agreement to settle.

Invoices paid

We’ll pay invoices within 10 business days of their receipt*.

Regular contact  

We’ll keep you (or the Policyholder, if that’s not you) informed of key developments throughout the claim process*.

 

* Sometimes exceptions apply on accident claims, depending on provincial legislation.

© 2014 Royal & Sun Alliance Insurance Company of Canada. All rights reserved. RSA, RSA & Design, Hassle-Free Claims and related words and logos are trademarks and the property of RSA Insurance Group plc, licensed for use by Royal & Sun Alliance Insurance Company of Canada. RSA is a trade name of Royal & Sun Alliance Insurance Company of Canada.