Wanted to make a claim, Privilege did not make contact, 2 weeks on and nothing. Avoid at all costs.

From start to present day this has been awful. The accommodation was a travel lodge. It was filthy the bureau they use hasn't a clue and looks in the toughest and worst parts of the city. The agency to clear your house is awful and your considered a nuisance even when you have witnesses to them leaving your property side open unlocked. I've had to involve the police. Now my renewal is coming up and person unknown has blocked renewal but as claim is still open can't get cover elsewhere. Won't tell me truth as to why block only some rubbish about now have to wait up to 5 days for descision. First reason was claim I hadn't declared a claim which I proved was false but had to do a sar as the wouldn't tell me what the claim was. They are in breach of fsa regs as they are not communicating clearly. Left without going to other insurers as claim not settled. Don't believe any of their promises

sat 27 nov phoned to say no electrics after that it was a shambles the operatoors tried but the contractor was useless.sat in the dark for 2days .finally got someone who ran a extension cable from my upstairs to my kitchen and mine from my living room to his ext .then left.3more days passed before anybody came. but i resolved it myself as i am not steady on my feet and i had these dam cables all over.sent in a complaint letter still no response. i did get a call from someone from axa but i dont know why they thought my complaint was with them. i will go to the ombudsman depending onthe response from priviledge.why the contractor wanted more funding i cant understand they did didley squat.

They rejected a claim for my Garage at my home, firstly they said it was because the foundations were not as deep as the house and when I questioned this, telling them that they were in fact deeper, they had a re-think and said that it was because it was not attached to the House. I asked if this was normal and they said yes, all house building insurance are the same. I called the Financial Services Ombudsman and they said that was complete nonsense and they even offered to contact Privilege. When I phoned Privilege back and told them what the FSO had told me, they had a sudden change of heart and set up a claim. I found them to be less than honest and tried to dissuade me from making a claim. You buy cheap and you truly get a cheap service from these people.

We had a home issue been with them for over 20 years and Ant answers the call not one but twice. First time said they could not find my policy and hung up on me. Second time he did try to look forvtge policy put me on hold and then hung up. Third time I called well I lost the plot. Spoke to a girl poor lass but she done the exact same. What is going on with a company ment to be that big. At end of policy won't be back with them same with my car. Quick enough to take payment but not help customers. I only have one star so I could write a review.

Rude, unreliable unsatisfactory treatment of customers. My roof leaked causing damage to the inside roof and wall paper as well as the outside roof and tiles. They refused to pay or cover it and after all that they charged me to cancel my policy . Avoid them st all costs! There's a reason they are cheap !!

Just saved over £400 per year by switching to Privilege - very happy with their friendly service - my previous home insurers have been given the boot after confirming they do not have email! (and were clearly over charging me) astonishing! after a quick and painless completion of their on line quote form I called and was given the option for call back - yay to privilege! thank you

Very slow, they did not appear to progress my claim at all, I had to keep on phoning them and spent many hours on the phone. Information was routinely lost between them and their sub-contractors. They claim not to have received two letters which I posted to them and one fax for which they acknowledge that I have a fax transmission receipt yet they still deny having received it. Some of their telephone operatives are very rude. They had my claim for 7 weeks before deciding that one of the items was excluded; this was 7 weeks in which I could have been claiming for the item elsewhere. This was a very stressful experience and the last thing you want to have to go through after you have been burgled. I cannot rate them poorly enough. My advice is to avoid them like the plague. Really a very unpleasant company. I deeply wish I had checked their reputation before signing up with them.

Two years trying to get satisfaction . Claims to 0845 Premium numbers! Terms & Conditios make sure you are on a looser if you are unfortunate enough to make what you think is a genuine claim!i

A serious issue that damaged some household electronics proved to be too expensive for me so I claimed under my household policy which covered the damage. That was in the first week of December. By a few days before Christmas the items had come back from their subcontractors as "repaired" which neither of them were. Not only were the subcontractors incompetent, it turned out that the only spare parts that may have been used could only have come from second hand equipment as the manufacturer had no inventory and had not for over 18 months. Privilege wanted them sent back to the repairer to give them a second chance or sent to the manufacturer for repair. I took them into the manufacturer's shop where they gave a report saying that they were no longer supported (as I had told Privilege at the outset). I received a letter from Privilege just after Christmas to say that it may be some time in mid-January before they can address the issues. As this is part of my home policy, to say I am disgusted is an understatement. If they are this incompetent with small items and employ incompetents as subcontractors, then I dread to think what kind of mess they would make of repairing my home in the event of a problem. They advertise "No fuss" insurance. Nothing could be further from the truth. If you care for something and need insurance, don't go anywhere near Privilege.

they take forever to answer the phone and of course its premium rate call charge make sure that you dont tick automatic renewal

We have been waiting for 9 weeks for this insurance to deal with a simple claim over a garage door. Every time we contact them, they tell us they will ring us and they never do. They close at 5pm, which is not easy for working people who have to stay at least 20mn in the queue every time you need to contact them Awful!! Will not renew.

Got my renewal from Privilege today, another years No Claims but Policy had went up 18% - Excess for water damaged had sneaked up in the small print by £350 and a cancellation fee of £37.10 added ? I called their customer service to cancel the renewal and they said they could discount the Policy to just below last year's premium price. I asked them for an updated renewal through the post and they said NO it was a verbal offer - so i cancelled the renewal and looked elsewhere. Tried comparthemeerkat and guess what , Privilage came in as cheapest almost 40% lower than their renewal price for the same policy - needless to say I wouldn't touch this company with a bargepole, also the rest of the RBS Group – the Royal Bank of Scotland Group includes our old friends Direct Line, plus Churchill, Privilege, NIG as well as insurance sold branded as Tesco Insurance, Natwest, Virgin Money, MBNA, BMW Insurance, MINI Insurance, Mint, Egg, Nationwide, Age Concern, Vauxhall Insurance and several others!

Having luckily only had to claim once in over 20 years of insurance cover the appalling lack of customer service by Privilege claims was an eye opener. The average telephone waiting time is 45 minutes with inane repetitious music. Everything is done via the telephone as they do not respond to letters until you phone, then the case is progressed regardless of how long they have had your letter. As everything has to be done over the phone, there is no evidence of what has previously been agreed. Having followed instructions to the letter and obtained the necessary quotes they then disputed them and have settled for far less. Avoid these people! They change their mind and everybody tells you something different. I have now changed my insurer. If I had known what the service was like I would never have taken out this insurance.