Saga Home Insurance Reviews

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Saga Home Insurance
★☆☆☆☆
1.3
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Latest Reviews

“Staff obstructive & rude”

★☆☆☆☆

written by 1987Bowman on 26/01/2024

Sage fail to provide a helpful service. You have to do all the work finding trades people as staff on phone help line are obstructive to helping customers. Disrespectful & block attempts to access help. Sent none English speaking persons out in dark to diagnose & treat a leak. Home owner expected to get onto roof & tell emergency team what problem is. When couldn’t communicate with emergency person they ignored my distress. A single female home alone faced with 2 person in the dark who could not explain or help. Saga paid them for 10 min attendance and said no help to be given. Declined to explain or assist. Saga home building insurance not fit for purpose. Phone line doesn’t get you anywhere as most options disconnect the call. Any message is whispered and incomplete. Even response to a complaint is handled superficially and number they give to call is not valid to speak to someone - complaints relation officer. Do not use as very stressful.

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Was this review helpful? 1 0

“Wish we’d read the reviews before taking out a policy ”

★☆☆☆☆

written by mab40 on 17/01/2024

I helped my elderly parents take out car and home insurance with saga as they believed they were age friendly. How wrong they were ????. Unfortunately they signed up to a 3 year policy. 2 years ago my father was involved in his first ever accident in 50 years of driving where a young driver pulled on to the motorway and drifted straight into the middle sideswiping my dad. Open and shut case, but Saga spent a year questioning my dad’s driving, the fact he was pushed into a car in the fast lane, not sufficient evidence that he could not avoid the young driver. This protracted review caused him great stress and impacted his health and financial hardship having to buy a replacement car out of savings while waiting for the payout which unfortunately can a month after his death. Ultimately vindicated but with no apology. Now my widowed mum has had to claim for storm damage to her garage. Despite the assessor, who visited saying ‘it’s an open and shut case, definitely storm damage’ Saga have refused to pay on the grounds the nearest recorded wind speed was only 47mph and they don’t consider it a storm until 55mph!! Disgusting, like many on her I can see that Saga pray on the old and vulnerable and it’s only the bottom line that counts. Don’t believe their advertising it’s a lie!

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Was this review helpful? 2 0

“Rubbish Service ”

★☆☆☆☆

written by Marenx253 on 10/12/2023

I am really very disappointed by the horrible CLAIM SERVICE. I am passed over from one telephone number to another. I claimed some few months ago and the experience was 1v1er awful. I have a extensive leakage from our flat roof leaking all the way from 2nd floor to first floor to ground floor. I WAS ASKED TO RING ON Monday inspite of the fact that they were open on Sunday. I will no doubt ring them tomorrow Monday and hope to get satisfactory response

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M.clark's Comment

Written on: 20/12/2023

We are having the same problem. Dreadful company.

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Was this review helpful? 1 0

“SAGA- Absolutely rubbish when making a claim”

★☆☆☆☆

written by LolaSanders on 31/10/2023

I phoned SAGA Home Insurance 3rd October 23, to make a claim about a leak as I had the accidental cover, a plumber came round and said he will order the parts and fix it the following week. Almost 4 weeks have gone by and many calls later to complain about the service and no fix. They sent a plumber in 26/10/23 and "stated its a new job and not authorised to fix it! What is going on with Saga!! need help please- totally rubbish service for the over 50's!! 30/10/23 - contacted the Saga Chat as per reply from Saga-agent. An auto bot answered but could not understand my issue!! and referred me to the saga web pages!! All I want is SAGA to repair the leak and hole in the wall they made. 30/10/23- Saga stated that its not their problem as it the "Home emergency company AXA " that Saga have vetted to use for these type of issues. I contacted them and they said sorry and will get it fixed asap- someone will call. 31/10/23 No call from AXA. I've already spoken to a the press and they are interested in the story- watch this space!!

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Was this review helpful? 1 0

“Absolutely terrible service!!!!”

★☆☆☆☆

written by Abbottdo334 on 30/09/2023

After trying for a number of weeks to get through on the phone (waiting 15 - 25 mins at a time) and giving up as no-one answered I finally got through on 30/9/23 after waiting 25 mins. (to a man who clearly couldn't give a dam) only to be told I had to be put through to ANOTHER dept. and they would answer immediately. I waited ANOTHER 25 mins and finally managed to cancel my elderly Mothers policy as she has gone into a home. Also I did try to go on saga.co.uk/my policy and all that came up was 404 - Page not Found and Ooops were sorry we can't fine page you are looking for but why not look round our sight???? Why give out a cancellation number to ring if they aren't able to cancel your policy???? Will never use them again for any kind of insurance.

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Was this review helpful? 2 0

“Leave all the onus on customer and out of pocket.Avoid”

★☆☆☆☆

written by Rayc243 on 28/07/2023

They delay payments and will try to avoid there legal obligations to settle claims. Please avoid

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“Unprofessional ”

★☆☆☆☆

written by LADJ78 on 22/04/2023

SAGA HOME INSURANCE My parents have used Saga for many years. They had to make a claim for the first time at the end of January. The assessor came out agreed that the claim was valid, our contractor requested a higher amount and this is the last we heard from the underwriters until I got involved over 1 month later to chase on behalf of my parents. The claims assessor and the senior claims case handler were contacted and they needed to decide which of 2 amounts on the system were going to be offered (the one being too high in their minds). I said that they needed to officially, in writing, offer the amount that they are happy with to my dad and I'm sure he would be happy to proceed. I added that the total lack of communication for 6 weeks was shocking and unacceptable. THE WALL HAD COLLAPSED BETWEEN THE WET ROOM AND THE KITCHEN, the ONLY FUNCTIONING SHOWER FACILITY IN MY ELDERLY PARENTS' HOME. I explained that my almost 78-year-old dad has cancer and is catheterised as well as being full time carer to my mum (76) who has dementia, and we are all very stressed and require a response and a speedy resolution. The call handlers were lovely but unfortunately another month elapsed, with several emotional calls from myself (a single working mum (NHS), each call taking up to 1 hour out of my day) AND I was also copied into an email to the Claims Handler and Assessor - I sent several emails over the course of this month, starting off politely, explaining the awful circumstances that we found ourselves in and requesting an update however, all to no avail. I sent several more emails, increasingly desperate, detailing my parents cancer and dementia, again 0 response. Finally, a call handler did their job for them, offering the lower amount which we accepted. To say I am disgusted by the total lack of communication, their total disregard for our horrific personal circumstances and their inability to respond to one of my emails officially is an understatement. Appalling. Horrific. Cold. Unprofessional. Uncaring. Underhand. DO NOT USE THIS COMPANY FOR INSURANCE.

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Was this review helpful? 7 0

“Attitude to clients”

★☆☆☆☆

written by agDaly62 on 26/02/2023

Saga look for every possible excuse to nullify a claim. They have nothing but contempt for elderly customers who are holding Saga policies that will never be honoured. Thousands and thousands of elders sitting on Saga policies that are not worth the paper they are printed on. All potential claims are passed on to an American legal company who have attained the highest degree of low cunning who will invent reasons to nullify a claim.They should not be permitted to sell insurance, Al Capone has nothing on Saga.

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Was this review helpful? 5 0

“60 minutes wait”

★☆☆☆☆

written by malc2302 on 20/08/2022

Phoned SAGA HOME EMERGENCY YESTERDAY AT 2pm waited for 60 minutes listening to how important my call was and that it will be answered shortly before being cut off I tried the chat line but was told to keep holding. Not only is this incompetence but extremely dangerous for an EMERGENCY service

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Was this review helpful? 6 0

“Easy to contact and reasonable prices ”

★★★★★

written by Gillespie148 on 02/05/2022

I called Saga today to check that I had done my mother’s travel insurance correctly. I was so surprised how easy it was. Even on a bank holiday I got through to someone right away, and they sounded older (=polite and experienced and actually care) It was sorted quite quickly. My mum has used Saga ever since her cancer diagnosis 10 years ago made other travel insurance quotes prohibitively expensive, even after her treatments were finished. Saga always have reasonable prices even with medical issues. We have never needed to make a claim so can’t vouch for that.

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Wised2023Sagamug's Comment

Written on: 29/06/2023

Travel insurance is great until you need to make a claim. Then it is not a saga problem. But the underwriters . Keep records, and as they don't answer the phones or emails. And acknowledge mail. Solution was to go to financial ombudsman service. Resulting in claims paid in three days. And a week later compensation from complaint.

Should not need to do this, but effective.
Be WARNED if you have to make a claim

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Was this review helpful? 0 2

“How can my House and Contents insurance increase by...”

★☆☆☆☆

written by dwinpenn on 04/01/2021

How can my House and Contents insurance increase by over 33% upon renewal when I have never made a claim in years with them. When I went to CompareTheMarket I found that the very same level of insurance was available from another company for £60 LESS than I paid LAST YEAR. I called Saga and told them - they were not interested in changing their pricing, so I cancelled the insurance and moved to the other company. They have lost a customer for House & Contents, but what they dont realise yet is that we have 2 car insurance policies and health insurance with them - they will be next when renewals come up. Terrible way to run a business especially one that is supposed to have older people as their clients!!!

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Was this review helpful? 10 0

“Refused to pay claim”

★☆☆☆☆

written by AndyJ2020 on 19/10/2020

Do not touch this company with a barge pole. We insured my mothers house with them for a few years until she went in to a nursing home. At that point we rented out the house to help with the home fees and so Saga changed us on to a Landlords policy to cover the buildings. After a couple of years Mom passed away, but as the tenants still in the hose and had a contract for a further twelve months we left things as they were. At the end of June this year one of the neighbours noticed that the whole roof looked as though it was sliding to one side, I immediately got in a roofing specialist who confirmed it was and that it was being caused by the chimney having collapsed in the direction of the roof and was pushing it over. The cost to put it right was in excess of £10,000. Saga sent an engineer to survey the damage and he decided it might be subsidence, so they then sent a subsidence engineer who surveyed it and concluded that there was no subsidence whatsoever. They then decided that the design of the chimney meant that it was weak and had collapsed due to it's design. Bear in mind this is a fifty year old detached house built in a conservation area and has been kept in good condition. It must have passed building control when it was built and there are six other identical properties surrounding ours. We have had to have the work done and am now £10,170 out of pocket. Saga have not responded to any letter or email I have sent them. I have now sent the file to the insurance ombudsman to take up the case. Let this be a warning to anyone who is thinking of wasting there hard earned money with this company who are just full of excuses to avoid paying out.

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Jock21's Response to AndyJ2020's Review

Written on: 27/02/2023

Saga insurance legal people misled me When I found out the truth they told me even more untruth.Stay away. There are plenty of good companies. Saga is not a British company, but an american company which you can check out.They are based in New Jersey and run by sham merchants The financial ombudsman and the legal ombudsman should be ashamed of themselves and help these racket.

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Was this review helpful? 19 0

“home insurance complaint”

★☆☆☆☆

written by Barrett59 on 11/07/2020

SAGA are a terrible company. We are pensioners, We took out home insurance with Saga because we thought we would be safe. They let us down BADLY when we needed them most All they did was look for loopholes,and excuses and would not uphold our geniune claim.It is said an insurance company is only as good as its claim service. They are NOT.There legal cover is provided by Arc legal assistance,and they are no better. Overall experience TERRIBLE. Do not use SAGA.

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Richardofsaga's Comment

Written on: 14/07/2020

Hi,

We are sorry to learn of your dissatisfaction, if you are able to provide your Claim Reference we would like to look in to this matter for you. Or you can send an email to us with your personal information and we will response directly.

Kind Regards

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Johngetheridge's Comment

Written on: 17/10/2022

Their doing the same to me making all different excuses as to why the claim is invalid their tricking old people because they can't fight back.

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Johngetheridge's Comment

Written on: 17/10/2022

They sent a surveyor to me armed only with a cheap 2ft spirit level and a mobile phone no proper survey made excuses as th why the claim was invalid, I was never even given the chance to read the surveyors report. He didn't even use a Lazer level to check the foundation for subsidence.

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Was this review helpful? 15 0

“hikes price up on renewals”

★★☆☆☆

written by Katelynw13 on 26/04/2020

been with saga home insurance for years never made a claim each year price goes up this year they wanted another £130 extra phoned to complain told that was the price i be better off to go elsewhere madness needless to say i went somewhere else and got same cover for just the £130 extra they wanted

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Richardofsaga's Comment

Written on: 06/05/2020

Hi

I do hope I'm not too late to reach out and offer to help. While prices do fluctuate, as we all know, it does seems steep to increase by such an amount so I would like my team to look into this for you if permitted. And please accept my apologies for the advice given, this is not acceptable.

Please email us, copy and paste this review and any additional information you can, such as policy number and post code, and we will call you to review and discuss options.

Can I take this opportunity to thank your or your long standing custom and we look forward to help reach a more positive outcome.

Kind regards, Richard
Head of Customer Advocacy, Saga Insurance

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Was this review helpful? 7 0

“AVOID - they just want to prey on older people”

★☆☆☆☆

written by DisgruntledofSurrey on 16/04/2020

SAGA sell HOME INSURANCE policies to the older generation because quite often this generation cannot use social media and make a fuss and complain about the poor standard of the customer care. And you will be making a fuss if you try to claim. Saga just act asa data gatherer, and they can't even manage that. The staff are rude and seem to be able to speak to clients however they wish with no reprisals. They don't care that the companies they pass your policy to are even more inefficient than SAGA. 8 weeks is the standard response time to a complaint by their chosen underwriter in my case. Have an emergency? You have to wait until a 'surveyor' has seen it and there is a backlog of clients, no matter that the problem would get worse the longer it was left (Storm damage). If there was a lower score than 1 then I would have awarded it. There plenty of people complaining about SAGA's customer service would have liked to know about this before my mother was targeted by this despicable company and its charmless staff.

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Richardofsaga's Response to DisgruntledofSurrey's Review

Written on: 01/05/2020

Dear reviewer

I was very disappointed to read your comments and extend my apologies for the experience you have received. If you would like to email our Customer Relations Department we would be happy to extend any support needed or review any poor service if desired.

Granted, at times we (the broker) or one of our affiliated underwrites may fall short of excellent service but we have caring staff and dedicated Complaint Executives to support and offer guidance to try and resolve.

Overall we have excellent service ratings to be proud of and if we can help restore your confidence in our brand we would welcome the opportunity.

Kind regards, Richard.
Head of Customer Advocacy

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Unresolved1's Response to DisgruntledofSurrey's Review

Written on: 13/05/2021

I agree that it takes a VERY long time to process a claim. They have a SLOW and AWKWARD way of dealing with claims. Claimants are expected to understand their cumbersome internal processes and poor communication. A simple accident claim has taken 12 weeks so far. There was no offer to help with immediate costs. Instead a very lengthy process to gather medical bills and provide detailed evidence. There is no assumption of any trust towards the customer. Depressing.

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Was this review helpful? 8 0

“Car went through my house today ”

★☆☆☆☆

written by HelenGlass on 09/11/2019

Do not insure with Saga !!!!!! We had a car go into our house today ( Saturday ) , demolished the kitchen and bathroom, no outside wall left so open to the elements and burglars!! The stress of the situation is bad enough but Saga, they told us nothing can be done until Monday morning, what a load of!!! Even the police officers could not believe what was happening. Do not use saga they are a bunch of !!!!!!!

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“badly let down by Saga”

★☆☆☆☆

written by on 30/05/2019

We suffered storm damage to a dovecote on our roof, leaving a very large hole and the roof not weatherproof. I was also concerned that birds/vermin could get into my loft. Nothing was done to progress my claim despite the fact that I repeatedly advised that an urgent temporary repair at least was needed to make the roof weathertight. 10 days later, still nothing had been done to help me get a repair done. Meanwhile the weather had taken a turn for the worse and we experienced heavy rainfall. I therefore had no choice but to pay for the repair myself and I've now made a complaint to Saga. I haven't made an insurance claim for many many years, in fact I can't remember when I last made any claim. I took out this policy with Saga expecting to receive a good custo mer service from them if I needed it, but have been seriously disappointed. I strongly advise against taking out a policy with this company!

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Was this review helpful? 10 0

“home insurance service worst ever”

★☆☆☆☆

written by Reesnl261 on 14/11/2018

Avoid this company like the plague You are insured for evrything exept what you claim Their answer Oh you dont have the right insurance Complaints customer service leaves a lot to be desired You would think by name alone SAGA they would protect their elderly customers Not the case Worst company I have ever dealt with

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Was this review helpful? 13 0

“Saga Home Emergency left me without heating and hot water!”

★☆☆☆☆

written by mia345 on 10/10/2018

I'm with Saga Home Insurance (Customer ref: 4435146) and Home Emergency & recently I had a terrible experience with Saga Home Emergency call out from Ron Law Heating of Southport. I was for two weeks without heating or hot water in spite of paying £24 to get the parts needed overnight. The first lots of parts took 4-5 days to be fitted and then Ron Law needed another part which took another 10 days to fit. Saga informed me that Ron Law heating was wrong to ask for payment of £24 and that Ron Law should have charged Saga for overnight delivery of parts. After 15 calls to Saga, Ron Law, Axa and other different companies I was put through whilst on the phone with over 10 hours of one company blaming the other & putting me through over the phone to another company that I've never heard of, and then referring me back to the original speaker after one hour. I asked Ron Law and Saga to refund me £24 (which they agree I should be refunded) but both keep fobbing me off with excuses of "somebody will ring you", we're escalating this to full complaint", "please wait while I'll speak to the Dept. concerned" and the call is cut off or I'm passed to another company, who in turn ask why am I ringing them? What is surprising is that Saga Customer Care do not think there's anything wrong with this approach?

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Was this review helpful? 14 0

“Look at the small print as they do!”

★☆☆☆☆

written by Meghanc68 on 06/01/2018

Had water pouring out of a central heating boiler. Unable to take off cover as severely disabled. Only way to stop water was to turn off stop tap SAGA said leaks were not covered from boilers. Had to wait two days without water and heating until plumber could attend. The first thing they do is work out why they should not help you. Not worth a light.

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Was this review helpful? 10 0

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Asked by dorothymarshall on 1st August 2017 Report this content
Yesterday I renewed my Saga home insurance, with some changes, by phone . I elected to receive my new documents by email. I received an email with premium amount. But I cannot download or view documents. I spent an hour trying to. Please acknowledge this request and send me my documents by post now. Thank you.

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Asked by roseshaw on 2nd April 2014 Report this content
I'm very annoyed, I had accident with a tin of paint on the 20/1/2014. Phoned up saga asking for help. I wasn't asking for a new suite only if they could get someone professional in to clean it because I couldn't do this alone. To my surprise my claim was sent to the forensic, their report came back saying the paint was going in different directions and won't pay out. After 10 weeks now it's getting very embarrassing when we have visitors still having to cover the sofas up. We do really feel that are being unfairly treated when this had been accidentally damage. Is there anything I can do?

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Answers (1)
Report this content davealpha Written on: 03/04/2014
Hi, I managed to partly resolve my problem with Saga home insurance which I posted on this site in February. I telephoned and made a formal complaint to Saga themselves (not Acromas the underwriters)and threatened that I would go to (Watchdog the BBC TV program). At first they offered me £25 for my trouble and the cost of telephone calls to them and the string of contractors they use. I refused that and after a week or so got a call from the complaints dept offering to pay half the cost of my roof repair which as explained in my original post I paid for and got done myself. They also agreed to pay for the repair of my bathroom ceiling and work will begin on this on 14th April. I say partly resolved because they only paid half the cost (£550). It was a long battle but worth it in the end. I think Saga's and many insurance companies default response to claims is to try their best to avoid paying out and so you need to push quite hard to get them to pay out.
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