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.

I received a letter to call regarding auto insurance and if I didn’t speak to a person within 10 days changes or cancellation to my policy could result. When I called I had to go through a virtual assistant that asked no relevant questions then was put on hold and has to listen to endless ads telling me to use email to contact them. Then when I reached a person he had to put me back on hold to find the letter and then kept re-asking the same question over and over again though I had answered him fully. I mean how many different ways can you say that you have two people on the policy and name them. Unnecessary and VERY frustrating. He put me back on hold and as I waited the call was ended. Not great service and certainly not what one expects from RBC.

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 can't describe how mad I am, on hold for 3 hours and no answer yet.
The worst customer service I have ever experienced. Time to move on, can't deal with an unprofessional bunch...
Anyone looking for insurance, please don't waste time here.

I've been on hold for more than 4 hours, the call randomly disconnects and now I'm on hold for god knows how long before I probably get disconnected again. I need to change a simple thing with my policy which would take less than 5 minutes and I cannot get a hold of absolutely anyone. What a waste of my time. They need to hire more agents ASAP or I will be switching to another insurance company. I don't care if the price is worse.

Have been on a call to update my policy for the past 4 HOURS, and still no assistance... They have us handcuffed with this terrible insurance provider that is RBC. If given the freedom, I would have changed Insurance providers a long time ago!

Their advisors are incompetent. My daughter moved out and got her GSL. Rbc insurance called me to add her as an occasional driver as she didn't own a car or have an auto policy. Paid them $600 for half a year. Asked advisor if I have 10 nephews and they visit us on regular basis will I need to add all of them as an occasional driver. She didn't answer it... Policy renewed and she was listed as an occasional driver. I had 3 cars on policy and one was 20 years old. I bought another car and called to get insurance. Told the representative that the old car will be sold and may take a few weeks.
Call caused the problem. Advisor was saying that now they will add my daughter as principal driver on E550 and asked for a premium of $4500. Argued that she does not live here and in end told him to keep everything the same and I will move insurance. I moved everything to another company and saved over $1000.