Home Insurance Nightmare: How Saga Failed to Provide Crucial Cover

My home insurance is provided by Saga and backed by Royal Sun Alliance (RSA). Just before my policy was set to renew, RSA informed me they would no longer provide coverage.

I haven’t heard anything from Saga, even though I make my payments to them. When I contacted Saga for advice, they told me it could take up to six weeks to respond.

I am currently dealing with a subsidence damage claim that RSA has agreed to cover, though it has not been resolved yet.

Trying to find a new insurer given the ongoing claim has been unsuccessful.

The situation is proving to be extremely stressful, compounded by the fact that I have recently lost my spouse.

SM, London

Saga advertises itself as reliable with the slogan, “Cover you can count on.” However, RSA withdrew from the home insurance market early last year after its personal lines were acquired by Admiral Group.

It is highly disappointing that Saga did not proactively communicate this change or secure another underwriter for your policy, leaving you unsupported. This is particularly critical given that most insurers usually continue coverage after a subsidence claim, although at a higher premium, yet finding a new insurer under these circumstances is very challenging.

Out of desperation, you managed to secure insurance with a specialist provider for an annual fee of £3,300 and a deductible of £5,000. Previously, your premiums with Saga were £450 with a £1,000 deductible.

Saga has mentioned, albeit belatedly, that it might offer an alternative if necessary. Unfortunately, they failed to inform you about this option in a timely manner.

“In this case, we regret not contacting the customer directly to discuss possible alternatives,” Saga stated. This apology comes too late, especially for a company that caters to an older demographic who may be more vulnerable.

They have agreed to compensate you with £100.

RSA has reassured you that they will handle your current claim until it is fully resolved.

Anna Tims was recognized as Consumer Champion of the Year at this year’s Headline Money awards. The judges praised her for her standout contributions and investigations that significantly impacted her readers’ lives.

She addresses readers’ issues weekly, uncovering problems like wrongful Ulez fines for EU citizens and poor treatment of tenants’ relatives post-mortem by councils, and she successfully challenged Eurostar to amend an unfair wheelchair policy.

“Her investigations were impressive in both variety and depth, driven by a commitment to uncovering the truth and pursued until resolution,” the judges remarked. “The tangible impact of her work is evident from the numerous instances that prompted regulatory changes or sparked broader inquiries.”

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