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“Saga? No Way! ”

written by davealpha on 20/01/2014

Saga use a string of companies to underwrite and manage their insurance claims. Beware these companies don't seem to be able to communicate with each other. I made a claim for a roof leak after a terrific storm in December 2013 and was referred to Atramas, their underwriters, then AICL who manage the claims for Atramas then their sub contractor Eastwell, then Davies who contract to Eastwell then to the loss adjustor Hutchinson who also happened to be a builders firm. Hutchinson sent out two builders who inspected the internal damage to my ceiling but refused to go on the roof for health and safety reasons so they could not determine if I was covered or not. They said they needed to get permission to put up scaffold but couldn't say how long that would take. As we were getting a lot of rain and the roof continued to leak I got fed up of waiting and called in my own roofer. He identified the cause as loose tiles around my chimney and gave me a quote. I spent hours on the phone emailed photos taken by the roofer which got "lost in the system" and waited and waited. In the end I got the roofer to complete the repair and paid him. I phoned Saga to cancel my policy today as it was obvious they were not going to pay up. They said they were not able to cancel until I had contacted their underwriters to cancel my claim, I did that and rang back to cancel the policy but when I did they said they still couldn't do it because they needed to hear from the underwriters first, they did ring them but they didn't seem to acknowledge I had just cancelled the claim. I spent 2 hours on the phone and still haven't managed to cancel it! I expect to go through the same torture again tomorrow. Lesson learned.