Exposing Insurance Fraud & Corruption: My 4.5-Year Struggle with Royal & Sun Alliance Insurance (Birmingham, UK)
Location: Birmingham, UK
Type of Insurance: Home Insurance (Subsidence Claim)
I feel compelled to share my story regarding what I believe to be systemic fraud at Royal & Sun Alliance Insurance (RSA) and their loss adjusters, Crawford & Company. After 4.5 years of relentless pursuit for a just resolution to my subsidence claim, I have escalated my concerns to the Chief Ombudsman, following their recent decision (PNX-5126400-B7P5, January 24, 2025).
Background
In September 2020, I initiated a subsidence claim with RSA. The Ombudsman has already criticized RSA for their “shockingly poor service” and “significant avoidable delays” in addressing my case. However, the issues I’ve encountered reach far beyond mere poor service.
Key Evidence I Have Collected
Throughout this ordeal, I have gathered compelling evidence suggesting deliberate misconduct on the part of RSA:
- Fictitious Complaints: RSA fabricated three complaints (on January 30, September 26, and December 7, 2024) to manipulate regulatory timelines and evade proper scrutiny.
- Forged Technical Documents: Essential claim documents, including the Schedule of Works (SOW), Certificate of Structural Adequacy (CoSA), and Forms of Acceptance (FOAs), appear to have been falsified. Metadata analysis shows these documents were created in 2024 but backdated to 2021.
- Data Privacy Violations: My Data Subject Access Request (DSAR) revealed approximately 73 critical documents that were entirely redacted, along with over 50 other documents that were unjustly withheld.
- Claim Reference Manipulation: RSA frequently altered my claim references (from SU2004338 to 1781135 to 202405326), seemingly to obscure the complaint history and complicate tracking.
- Conflicts of Interest: The individual investigating my claims at RSA is directly involved in the very issues I have raised.
The Most Alarming Evidence
The most troubling aspect is a false statement in the Certificate of Structural Adequacy, which incorrectly asserted that structural surveyor Leo Horsfield recommended the removal of an ash tree that had already been cut down two years before their involvement in my case. This indicates deliberate falsification rather than simple administrative error.
Additionally, the Schedule of Works was supposedly prepared on April 30, 2024 (as proven by metadata), yet RSA claims it existed since July 2021. When confronted, they were unable to produce the original document.
Current Status
The Ombudsman recognized RSA’s poor service but was unable to investigate the potential fraud due to their limited authority and the time constraints of this specific complaint. I have now escalated the matter to the Chief Ombudsman and provided copies to the Financial Conduct Authority, Information Commissioner’s Office, and Serious Fraud Office.
My detailed 122-page complaint (submitted on 02.03.2025) meticulously outlines every falsified document, fabricated complaint, and regulatory violation, backed by evidence. I contend that RSA’s conduct transcends mere poor service and enters potentially criminal territory.
What I Hope to Achieve
By sharing my experience, I aim to raise awareness and connect with others who may have faced similar challenges. It is my hope that drawing attention to this case will prompt regulatory bodies to give it the serious consideration it warrants.
Have any of you encountered similar issues with RSA or other insurance companies? Any advice on navigating this complex process would be greatly appreciated.
I’m so sorry to hear about your prolonged battle with RSA. It sounds incredibly frustrating, especially given the serious nature of the allegations you’re raising. Your documentation and the collection of evidence seem thorough, and it’s commendable that you’re taking such a determined stance against what you believe to be systemic fraud.
It’s alarming to hear about the fabricated complaints and falsified documents; those practices are completely unacceptable and undermine trust in the insurance industry. The manipulation of claim references and the conflict of interest within RSA during the investigation only adds to the troubling nature of the situation.
Connecting with others who have faced similar challenges could provide not only emotional support but also practical advice on navigating your case further. Have you considered reaching out to advocacy groups focused on consumer rights or insurance claims? They might have resources or legal advice to help bolster your case.
It’s crucial that your concerns are taken seriously by the relevant bodies, and your decision to escalate to the Chief Ombudsman and beyond demonstrates your commitment to seeking justice. I sincerely hope you get the resolution you deserve, and that your story can help highlight the need for greater oversight in the insurance sector. Please keep us updated on your journey, and best of luck!