Claims service was terrible

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Royal Bank of Scotland Home Insurance
★☆☆☆☆
1.2
From 27 reviews
4.0% of users recommend this

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Guest's review of Royal Bank of Scotland Home Insurance

“Claims service was terrible”

★☆☆☆☆

written by on 26/09/2020

Looks like they have outsourced claims processing (at least for stolen bikes) to an outfit called Direct Validation Services. Tried to call DVS several times and after 20-30 mins on the line didn't get through. Arranged two call back appointments - DVS didn't not contact me at either time. Eventually got through at 1 minute after opening time on a Saturday, spoke to two different people during the course of the call and the tone of each person was openly hostile. Will now be looking for a new insurer. Do wonder whether RBS realise how bad the customer experience is (or perhaps they no longer care)

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