Saga, one of the UK’s largest home insurance providers, has faced backlash after reportedly handling a customer’s home insurance claim in concerning manner. On its website, the company advertises its service with the tagline “Cover you can depend on.” Most recently, it caused one of its clients to feel deserted, terrorized, and angry at a crucial moment.
Anna Tims, who was named Consumer Champion of the Year at this year’s Headline Money Awards, highlighted the challenges faced by consumers when dealing with certain insurance providers. In this particular instance, the consumer ran into serious problems with the coverage Saga’s policies offer. The total premiums in insurance for the client was £450 with very high excess of £1000.
When the customer did have to make a claim, Saga initially offered just £100. The company reported that they would require up to six weeks to provide further guidance. We know they are hard at work trying to make things right. This delay has led outside observers to worry about how responsive the company has been to the needs of its clients.
Saga had to assure that it would provide a better, different solution, if called for. The suggested alternative was with a niche company that charges £3,300 per year and has a £5,000 excess. With so many customers already under financial stress from unforeseen home maintenance, tackling needed upgrades shouldn’t break the bank. These terms aren’t doable for them.
“In this instance, we apologise that we did not contact the customer directly and talk through options,” – Saga
Her experience points to larger questions about customer service expectations in the insurance sector. Consumers desire succinct, upfront contact – particularly when managing complex stakes such as insurance claims. As such, these claims can have a major impact on their financial health.
As insurers like Saga continue to navigate customer expectations and claims processes, there is a growing demand for clarity and support. Your clients want more than competitive pricing—they want the right coverage, with a high level of service, whenever they need it.