Service updates

Maintaining a normal trading service for our brokers and customers is our priority but this means we will need to make some temporary changes as follows:

Page last updated - Friday 24th April 2020

 

E-trade business

From Monday 23rd March 2020 we will be temporarily closing our phone lines and chat facility for our Glasgow E-Trade operation.

However, we remain committed to supporting our brokers and customers as best as we can and are asking that all enquiries are sent to sme.extranet@uk.rsagroup.com.

We aim to respond to your queries within 48 hours, with urgent requests dealt with the same business day.

Existing business and enquiries: Our team will continue to focus on delivering a service for all current business and enquiries. 

New business: We will temporarily deprioritise new business cases that generate a referral.

We’re aware you may be experiencing delays in response rates from our e-trade team and apologise for any inconvenience this may have caused. We have been working hard to rectify this and have on-boarded additional support to help progress with the backlogs caused by recent disruption. We have also introduced a workflow management process which allows us to maintain focus on the customer end-to-end rather than individual tasks. Requests that we deem ‘critical’ have been responded to within 48 hours, even 24 hours in most cases.

To help us streamline our response process, we ask that you include a clear subject line (i.e. renewal query), include just one customer per email and for any non-customer related queries, please speak to the sales team.

In order to get the best result and resume a good service we need to address the ‘chasing emails’ that are impacting our ability to improve at a pace you and your customers need. Going forward, please can we ask that you do not chase or share the mailbox with your customers. Your emails are received and we promise to answer as soon as possible.

We thank you for your understanding and continued patience, we are confident that these changes will help us recover to a high service level we are used to providing.

 

Regional business

For business traded in our regional sites we will manage as follows:

Existing business and enquiries: Our team will continue to focus on delivering a service for all current business and enquiries. 

New business: We will continue to manage new business enquiries but have introduced a triage process to ensure that we focus our time most effectively for the benefit of you and your customers

 

Payments

We understand that in these unprecedented times you or your customer may experience financial difficulties which would impact your ability to make payment to RSA for any monies due. Under such circumstances, we may be able to offer a 1 month payment holiday to help support you and your customers.

  • If you have a direct debit with RSA, please email COVID.brokerqueries@uk.rsagroup.com to discuss your situation.
  • If you have a PCL arrangement, please contact Premium Credit directly.

Looking after our staff and equipping them with the right tools and processes to work from home is of the utmost importance important to us. Therefore, with immediate effect, we will no longer be able to accept a cheque in settlement of your monthly account. Please ensure you settle your account via electronic payment using the following details. This must include your agency number in order to identify the payment. 

Sort code: 40-02-50

Account number: 41407023

For submission of accompanying statements, if you have any questions or are unable to pay by electronic transfer, please email the following address as soon as possible my.experience@uk.rsagroup.com.

 

We have not taken any of these decisions lightly but, due to the impact of the Coronavirus, we need to take all necessary precautions to keep our employees safe and to ensure we have the appropriate solutions in place to support our brokers and customers.

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