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Riverside Insurance Agency Malta Limited Reviews 338

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TrustScore 4.5 out of 5

4.7

Insurance Agency
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Review summary

Created with AI, based on recent reviews

Considering 104 reviews, reviewers overwhelmingly had a great experience with this company. Customers consistently praise the excellent service, highlighting its efficiency and effectiveness. Many appreciate the straightforward and rapid process for purchasing policies, often noting the clear pricing and competitive rates. The website is frequently described as easy to use and understand, making the setup and renewal processes stress-free. However, some people mentioned issues with the claims process, finding it complicated and frustrating, with requests for additional documentation. Conversely, a small portion of people felt that claims were handled promptly and efficiently, with quick payouts and minimal fuss.

What people talk about most

Service

Users describe positive interactions with service, with many customers expressing satisfaction with the... See more

Price

People report positive experiences with price, often noting excellent and reasonable pricing for products and... See more

Claim

Customers had ambiguous experiences with claim, with many reviewers reporting positive interactions, noting... See more

User experience

Consumers find the user experience to be positive, highlighting its simplicity and ease of use. Many... See more

Website

Reviewers highlight positive aspects of the website, with many finding it clear, simple, and straightforward... See more

Reviews shaping this summary

Rated 5 out of 5 stars

We are buying our annual car hire insurance for many years and always got an excellent service. Be it with a claim or questions asked.As an example single rental excess insurance with Iceland extensi... See more

Rated 5 out of 5 stars

Online communication ,policy information and set up was totally stress free and straight forward. Have already recommended you to a friend. Keep doing the right things

Rated 5 out of 5 stars

I am happy with the product offered by Riverside and with the service they provide. My rental car was bumped into whilst parked and Riverside were very helpful in assisting me in my claim and in payin... See more

Rated 5 out of 5 stars

Thanks to the person (Emily) that was on the CHAT! she helped me to buy the product I needed. The website was giving all kind of problems. In fact, due to the website issues, I was about to buy the in... See more

Company details

  1. Insurance Agency
  2. Car Leasing Service

Written by the company

Riverside Insurance Agency Malta Limited Is the independent European Union arm of Riverside Underwriting Limited owned brand Questor Insurance an award winning independent provider of vehicle hire excess distributed in more than 20 countries, delighting our customers with unexpectedly personal customer service, claim handling and web development from the UK and Malta.

Contact info

4.7

Excellent

TrustScore 4.5 out of 5

338 reviews

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Asks customers to review

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Rated 1 out of 5 stars

Full coverage insurance is only part coverage insurance

I made a so called -full coverage‘ insurance for a rent-a-car in Australia. I only later found out, that this so called full coverage insurance does not cover any possible damage of a third party. Every other full coverage insurance I made before always also covered third party damage. As result I needed to make a second full coverage insurance.

18 September 2024
Unprompted review
Riverside Insurance Agency Malta Limited logo

Reply from Riverside Insurance Agency Malta Limited

Hi Urs,

Thank you for taking the time to review our services although you have not left any contact details or reference numbers, so I am unable to contact you directly.

I will send you a request information form via TrustPilot, if you could get back to us, we will be able to look further into this for you.

Kind regards,
Customer Resolutions Team

Rated 1 out of 5 stars

Trying to get claim sorted for 14 months

I have been trying to get my claim from riverside processed for over 14 months, at every opportunity they will deny whatever proof you send them and insist that they just need one more thing and then they can finally process the payment.

I have engaged with a solicitor to finally get my money back. Avoid as they are incompetent at best and predatory at worst.

Edit: you can clearly see from the below reply that this company will glady twist details of your claim situation to minimize their liability. Not to mention disclosing private data from your claim in a public forum, a breach of GDPR.

Also note how they only reply to negative reviews.

6 September 2024
Unprompted review
Riverside Insurance Agency Malta Limited logo

Reply from Riverside Insurance Agency Malta Limited

Hi Conor,

Thank you for taking the time to review our services. We are naturally sorry to hear that you are unhappy with the claiming procedure.

It's unfair to say that you have been trying to get a claim sorted for 14 months as your claim was closed for almost a year due to inactivity on your part.

Yes, your claim has been open for longer than we would expect but this is because you have not provided the information from the rental company that has been outstanding since 11 August 2023.

Your claim has been through the formal complaints procedure and we will await to hear from you with the required information from the rental company.

Kind regards,
Customer Resolutions Team

*Update

Thank you for updating your review with further concerns. We have not twisted any details of your claim, nor have we breached any GDPR regulations. We have simply replied to your review with factual information.

We will not be updating this review further and our claim handlers will await the information outstanding to proceed with your claim.

Kind regards,
Customer Resolutions Team

Rated 5 out of 5 stars

As I use rental cars frequently

As I use rental cars frequently, the Riverside excess insurance policy saves me a lot of money by not having to take out extra insurance with each car rental. There is an easy to use platform for making claims, and a simple policy renewal process.

1 September 2024
Rated 1 out of 5 stars

I don't want your company to keep…

I don't want your company to keep bothering me with emails. I DID NOT GIVE YOU PERMISSION TO USE MY DATA OTHER THAN TO BOOK A RENTAL CAR.

22 August 2024
Riverside Insurance Agency Malta Limited logo

Reply from Riverside Insurance Agency Malta Limited

Hi,

Thanks for taking the time to review our services although I am confused by what you are referring to?

Looking at your account, we sent you renewal reminders as your policy was due to expire and we note that you have renewed your policy, so you would have received email confirmation of this also.

It is a regulatory requirement to issue renewal reminders so that the customer is aware that their policy is going to expire.

Kind regards,
Customer Resolutions Team

Rated 3 out of 5 stars

I rang weeks before the policy renewal…

I rang weeks before the policy renewal to update my card. The details of my new card were taken. However later I received an email saying the policy would expire the following day. I had to ring to get my card changed. Why did my new card details not be input into your system the first time?

22 August 2024

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