RSA's claims lines are available 24 hours a day and every day of the year. Click on the link below for full details on how to make a home insurance claim.
How to make a claim
If your circumstances change, you may need to contact RSA to check that your needs are still covered and that you’re not breaching the terms of your policy and invalidating or reducing the value of any future claim you may have to make.
You must tell RSA within 30 days of knowing any changes and in many cases, it could just be a simple adjustment to your home insurance policy. You can let RSA know about your changes in circumstances by using the contact details on the front of your policy schedule.
Below are some common examples of changes in circumstances. For a full list of details, please read your Policy Wording Booklet provided by RSA:
If you wish to cancel your policy, please either call or write to RSA. Their address and phone number are shown on your policy schedule. If you cancel the policy, you may be entitled to a refund of premium, provided that no claim has been made during the current insurance period.
Cancellation by you within the first 14 days
If you cancel the policy within 14 days of the date you receive your policy documents, RSA will refund the premium, provided no claim has been made during the current insurance period.
Cancellation by you after the first 14 days
If you cancel the policy after 14 days of the date you receive your policy documents, RSA will refund premiums already paid for the remainder of the current insurance period, provided no claim has been made during the current insurance period.
Step 1
If your complaint relates to your policy, then please contact the RSA’s sales and service number 0345 070 0772.
If your complaint relates to a claim, then please call the claims helpline number 0345 072 7148.
RSA aims to resolve your concerns on an informal basis, within three business days. Where they have been able to, they will send you a letter confirming this. They’ll also explain how you may be able to refer the matter to the Financial Ombudsman Service if you subsequently decide that you are unhappy with the outcome.
Alternatively, if your complaint is about the sale of your policy, it should be addressed to Leek Building Society. You can call us on 0800 083 3783 or write to 50 St. Edward Street, Leek, Staffordshire ST13 5DL. For more details on Leek Building Society's complaints procedure, please click here.
Step 2
In the unlikely event that RSA are unable to resolve your concerns through their informal complaints process, their Customer Relations Team will then review the matter on behalf of their Chief Executive. Once RSA’s Customer Relations Team have reviewed your complaint, they will send you a final decision in writing within 8 weeks of the date they received your complaint. Their contact details are:
Post:
RSA
Customer Relations Team
P O Box 255
Wymondham
NR18 8DP
Email: crt.halifax@uk.rsagroup.com
If you’re still not happy
If you're still unhappy after their review, or you have not received a written offer of resolution within 8 weeks of the date RSA received your complaint, you may be eligible to refer your case to the Financial Ombudsman Service. The Financial Ombudsman Service is an independent body that arbitrates on complaints. They can be contacted at:
Post:
Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR
Telephone:
0800 023 4567 (free from mobile phones and landlines)
0300 123 9123 (costs no more than calls to 01 or 02 numbers)
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
You have 6 months from the date of RSA's final response to refer your complaints to the Financial Ombudsman Service. This does not affect your right to take legal action, however, the Financial Ombudsman Service will not adjudicate on any case where litigation has commenced.
