Saga
Products for over-50s. Products & services: Car, Home, Travel, Health.
Updated: 3 August 2026
Company Overview
- Industry
- Insurance (over-50s insurance broker/intermediary)
- Parent company
- Saga plc
- Regulator
- Financial Conduct Authority (FCA), FRN 311557
- Ombudsman
- Financial Ombudsman Service
- Founded
- 1951
- Legal entity
- Saga Services Limited (Companies House 00732602; FCA FRN 311557)
- 5.25Complaints per 1,000 policies
- 98.5%Percentage closed within 8 weeks
What customers complain about
Customers most often complain to Saga about general administration and customer service — Saga's own published data lists 'other general admin/customer service' as the single largest cause of complaints. Because Saga is a broker for the over-50s rather than an insurer, complaints commonly involve renewal pricing and the fixed-price promise, mid-term changes, and confusion over who is responsible when a claim is declined or delayed — Saga handles sales and service, while the underwriter (increasingly Ageas for new motor and home business, or a specialist handler for travel claims) deals with the claim itself. Saga resolves most complaints quickly: it reports closing about 69% within three days and around 98.5% within eight weeks, upholding roughly half. Unresolved complaints can go to the Financial Ombudsman Service within six months of Saga's final response.
Complaint categories
- 1General administration and customer service
Saga's own published complaints data lists 'other general admin/customer service' as the single largest cause of complaints opened in the reporting period.
Saga complaints-data page for Saga Services Ltd, 1 Aug 2025 – 31 Jan 2026. - 2Pricing, renewals and the fixed-price promise
As an over-50s broker that pioneered a multi-year fixed-price promise, Saga commonly sees complaints about renewal prices, the operation of the fixed-price proposition and mid-term adjustments.
Saga launched its three-year fixed-price promise in April 2019 (Saga newsroom); pricing/renewal is a recognised general-insurance complaint driver. - 3Who is responsible for a claim
Because Saga arranges cover placed with underwriters, complaints can arise over which party — Saga as broker or the underwriter/claims handler — is responsible for a declined or delayed claim.
Saga's making-a-complaint page routes claims complaints to the underwriter/claims handler and, for newer motor/home policies, to a dedicated Ageas channel.
Latest statistics
- 6,785Complaints opened1 Aug 2025 – 31 Jan 2026
- 98.5%Percentage closed within 8 weeks1 Aug 2025 – 31 Jan 2026
Figures self-published by Saga on its complaints-data page for Saga Services Ltd (including ST&H Limited), trading as Saga Select, covering general insurance and pure protection. Reporting period 1 August 2025 to 31 January 2026. These are the firm's own published figures, aligned with FCA complaints-reporting rules.
Contact methods
- Saga insurance complaints (customer relations)0800 092 3670
- Saga Services complaints by post
- Online complaint form
- Financial Ombudsman Service0800 023 4567
Complaint journey
- 1
Contact Saga to complain
Raise your complaint with Saga by phone, online form or post.
Typical responseImmediateWhat happens
Contact Saga's customer relations team on 0800 092 3670, use the online insurance-services complaint form, or write to Saga Services Limited, PO Box 253, Seaham DO, SR7 1BN. Explain clearly what went wrong, quote your policy number and say what you want put right. If your complaint is about a newer motor or home policy, Saga may direct you to a dedicated Ageas complaints channel.
- 2
Get an acknowledgement
Saga confirms it is handling your complaint and names a contact.
Typical response5 working daysWhat happens
Within five working days Saga will either give you a full response or acknowledge your complaint and give you the name and contact details of the person dealing with it. Saga reports resolving the large majority of complaints within three working days.
- 3
Investigation and final response
Saga investigates and sends its written final response.
Typical responseUp to 8 weeksWhat happens
Saga investigates and issues a final response setting out its findings and any resolution. If it cannot resolve your complaint within eight weeks it must write to explain why and tell you when to expect an answer. For claims-related issues the underwriter or claims handler leads the investigation.
- 4
Escalate to the Financial Ombudsman Service
If still unhappy, refer the complaint to the free, independent ombudsman.
Typical responseWithin 6 months of final responseWhat happens
If you are unhappy with Saga's final response, or eight weeks have passed with no resolution, you can refer the complaint to the Financial Ombudsman Service. It is free and independent. You normally have six months from the date of Saga's final response to refer your complaint.
Response times
Saga aims to acknowledge a complaint within five working days, giving you a named contact, and to issue a full final response within eight weeks. Its own published data for 1 August 2025 to 31 January 2026 reports closing about 69.1% of complaints within three working days and around 98.5% within eight weeks, with roughly 52.1% upheld. If your complaint concerns a claim, the underwriter or claims handler manages the timeline for that part.
If your complaint isn’t resolved
If Saga can’t put things right, you can escalate — free of charge — to an independent body:
Recent news
- 16 December 2025
Saga and Ageas UK launched a 20-year affinity insurance partnership, with Ageas taking on pricing, underwriting, claims handling and customer service for Saga motor and home cover; new motor business went live in December 2025 and home was set to follow in Q1 2026.
Read more - 1 January 2026
Saga published its latest self-reported complaints figures for Saga Services Ltd for the period 1 August 2025 to 31 January 2026: 6,785 complaints opened, 5.25 per 1,000 policies, 52.1% upheld and about 98.5% closed within eight weeks.
Read more
Earlier cases
- 17 August 2020
Historic: the FCA issued a clone-firm warning that fraudsters were impersonating the genuine Saga Services Limited (FRN 311557) using false contact details.
Read more
Know your rights
- Financial Conduct Authority (DISP) complaint-handling rules
As an FCA-authorised firm, Saga Services Limited must acknowledge and investigate your complaint, issue a final response, and tell you about your Financial Ombudsman Service rights. This is general information, not legal advice.
- Financial Ombudsman Service scheme
If you are unhappy with Saga's final response, or eight weeks pass, you can ask the free, independent ombudsman to review your insurance complaint, generally within six months of the final response.
- Consumer Rights Act 2015
Services, including how a policy is arranged and administered, must be provided with reasonable care and skill; the Act underpins your expectation of a properly delivered service. This is general information, not legal advice.
Frequently asked questions
Is Saga an insurer or a broker?
Saga Services Limited (FRN 311557) is an FCA-authorised insurance broker for the over-50s: it arranges and administers cover placed with a panel of underwriters and its own former in-house insurer, rather than underwriting most policies itself.
Who do I complain to about a Saga claim being declined?
Claims complaints are handled by the relevant underwriter or claims handler, not Saga's general customer-relations team — for newer motor and home policies this is increasingly Ageas, and travel claims use a specialist handler. Saga's making-a-complaint page directs you accordingly.
How do I complain to Saga about my insurance?
Call 0800 092 3670, use Saga's online insurance-services complaint form, or write to Saga Services Limited, PO Box 253, Seaham DO, SR7 1BN. Saga acknowledges within five working days.
How long does Saga take to respond?
Saga acknowledges within five working days and aims to send a final response within eight weeks; it reports closing about 69% of complaints within three working days and around 98.5% within eight weeks.
What if I'm still unhappy after Saga's final response?
You can refer your complaint to the Financial Ombudsman Service, free of charge, normally within six months of Saga's final response.
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