RBC Insurance Auto Insurance Reviews

What is wrong with these places? You can't even speak to a human being for over 2 hours wait and then they hang up on you!!! Leaving RBC Insurance and going with a different insurance company that actually cares about their clients. RBC Insurance has no clue about customer service...

I have been with RBC for our home and vehicle insurance for over 7 years and the wait times are ridiculous. I was waiting for over an hour this morning and am currently online waiting over 1 hour 33 minutes (and ticking). This happened to me about a month ago when I needed to make a change to our automobile policy (close to 2 hours on hold). Ridiculous!

Word of mouth is the best (or worst) advertising and I will be advertising to friends, families, and co-workers to look for an insurance company that focuses on customer satisfaction in a timely and effective manner and to stay away from RBC.

I had to cancel my father's auto insurance and house insurance because he passed away, this took well over 3 hours in total to do. The person handling it was nice but this system sucks, I am pretty sure I could have taken auto and home insurance and got it in about 10 minutes

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 called the service number on the policy document received with a billing question about my car insurance policy. Was on hold for over an hour. The line connected and I got the message about the call being recorded then was placed back on hold. 5 minutes later someone picked up and told me I had reached the wrong department. She placed me back in the cue. 10 minutes later someone new picked up and told me again I was sent to the wrong department and he instructed me on how to call in the right way which I had already done. Put back in the cue only to go through the whole connecting set of questions and then was hung up on. Called back and now I’m told will be a 3.5 to 5-hour wait. It’s ridiculous.