RBC Insurance Auto Insurance Reviews

Difficult to leave a negative review without sounding frustrated or bitter. I have been with RBC/Aviva Insurance for the last 7 years. I have 3 cars and a home insurance policy.
Every time I call, whether AM, mid-day or PM, call wait times are in excess of an hour. I called at 3 pm EST yesterday and was told my wait time would be between 1 hour 6min and 1 hour 58mins. I called again this evening and the wait time was between 1 hour 2 min and 1 hour 40 min. This is not a short-term temporary issue. It has been getting worse over the last number of years. Further, hard to believe Covid is the reason as these are home-based call centre agents.
This is not customer service. I am not sure what management is thinking, but they will be losing customers, including my business. In many cases, speaking with an agent about re-rates, coverage details, what-if scenarios and optional policy changes, etc, is necessary as it cannot be accomplished effectively via email or standard FAQ availability.
- Depending on the agent, once reached, the agent's quality and knowledge base is becoming more of a hit-and-miss experience.

- Why have they eliminated the call-back feature? If management maintains call response times at this level (1 hour +), a call back option should be easily accessible and offered to the client while on hold as an option. RBC used to offer this feature. What happened?
Last I looked, RBC and the other CDN FIs have been performing very well from a profitability standpoint. Management should be investing in additional agents to address this service response and quality issue. Increase the compensation and management may have a larger and more capable pool of candidates to select from.

3+ Hours of waiting over the phone and while holding they want you to listen to their brainless and annoying recordings. When you connected ZERO HELP. They treat you like a slave. Come on RBC, That’s how you get the status of Canada’s largest company!

I have been a home/car/life insurance client with RBC for decades. Now it is impossible to get hold of them, and their auto rates have more than doubled over the last year.

Yesterday I waited 3 hours to talk to an agent, and then spent another 1.5 hours talking to her (not her fault the rates are sky high), and a full 24 hours later, I still haven't an email confirming the new policy details. Spent another two-30 mt long attempts to contact them today with no availability.

They give you a better (marginally albeit) rate if you are a new customer. I can't wait to find a new insurer - as soon as I do, I am dropping them.

Over the last three years, they worked hard to get rid of me as a customer. The form to fill out when Aviva become the underwritten was a horrible experience. I had to go into a branch for help because the people on the phone have conflicting answers. Then on renewal time, I had to provide every person who lived in the household who could drive. I thought doing once on that form was bad enough but they could not find it following years and I would have to track it down again. They made me feel like a criminal and it was my fault it was not there and if I did not provide it I would not be covered. You are on the phone waiting for two hours to get someone to speak to if you are lucky. When I went to cancel I was asked why and I basically stated the above and said thank you and that is it.

I've moved and need to change my insurance policy. Called and was told the wait time would be under an hour. Have now been on hold for 1.5 hours. Previously I have called and been offered the option to get a callback. But was not given that option this time. So inconsistent and frustrating!

I called yesterday evening and the recording said there wasn't enough time before closing to handle my request. I called back this morning right at 8:00 and am still on hold. I called the insurance number but was transferred to banking and then back to insurance. Terrible service. One of the hold recordings encourages you to make a service request by email and at the end, the chipper smarmy voice says "save time!". Does not make me feel like a valued customer at all, makes me feel like they think it's funny.

Promised a call back which never came. RBC Ins was 1000% better before its acquisition by Aviva. Will change my insurance rather than deal with 4+ hours-long wait time.

I called at 8 am this morning right when their hours open and was told approximately a 7-11 minute wait time. I have been on hold for almost 11 hours now! This is unbelievable customer service. All I want to do is change ONE THING in my policy. All I want to do is pick up my new vehicle and I ended up having to leave my current vehicle at my dealership so now I am carless all because I need ONE PIECE OF PAPER from this insurance company that I was told had been faxed to my dealership but WAS NOT. I am very upset and appalled by this poor customer service. 11 HOURS???? Like really? I know there is a staff shortage everywhere but 11 hours on hold?? That is just absurd. I could work an entire 8-hour shift before getting ahold of this insurance company. Ridiculous! BTW I am still on hold :)

I have been trying to reach RBC insurance for a simple policy change for an ENTIRE week. Been on hold for HOURS every day. Sometimes their automated system would say that the wait is close to 6 HOURS! That is beyond my imagination. I am not going to make the change anymore. I AM CALLING TO CANCEL! IF I can even get to speak to someone!
Also, at renewal, they increased my premium for no reason. The phone agents are mostly Indians who have no clue what they're doing and it's hard to understand what they're saying.

Been with them for three years. Tried to call to modify my coverage to lower my rates but had to wait over 2 hours. Tried calling many times each time waiting more than an hour before getting cut off. Never reached an agent even though I tried for over a week. Ended up going somewhere else instead and got a much lower rate! RBC is a waste of time and overpriced.