**Location:** Birmingham, UK **Type of Insurance:** Home Insurance (Subsidence Claim) I'm sharing my experience dealing with what I believe is systemic fraud by Royal & Sun Alliance Insurance (RSA) and their loss adjusters, Crawford & Company. After 4.5 years of battling for a fair resolution to my subsidence claim, I've submitted a formal escalated criminal complaint to the Chief Ombudsman following their recent decision (PNX-5126400-B7P5, January 24, 2025). # Background In September 2020, I filed a subsidence claim with RSA. The Ombudsman has already acknowledged RSA's "shockingly poor service" and "significant avoidable delays" in their decision. However, my complaint goes much deeper than poor service. # The Evidence I've Gathered Over these years, I've collected substantial evidence of what appears to be deliberate misconduct: 1. **Fabricated Complaints**: RSA created three fake complaints (January 30, September 26, and December 7, 2024) to manipulate regulatory timelines and circumvent proper oversight. 2. **Falsified Technical Documents**: Key claim documents including the Schedule of Works (SOW), Certificate of Structural Adequacy (CoSA), and Forms of Acceptance (FOAs) appear to have been fabricated. Metadata analysis reveals these were created in 2024 but backdated to 2021. 3. **Data Protection Violations**: My Data Subject Access Request (DSAR) came back with approximately 73 critical documents fully redacted and many (around 50+) others improperly withheld. 4. **Claim Reference Manipulation**: RSA repeatedly changed my claim references (from SU2004338 to 1781135 to 202405326), seemingly to obscure the complaint history and make tracking impossible. 5. **Conflicts of Interest**: The person investigating my complaints at RSA was directly implicated in the issues I was complaining about. # Most Concerning Evidence What troubles me most is that when I examined the Certificate of Structural Adequacy, it falsely claimed that Leo Horsfield (the structural surveyor) recommended removing an ash tree that had already been felled two years before they were even involved in my case. This demonstrates deliberate falsification, not just an administrative error. Similarly, the Schedule of Works was created on April 30, 2024 (proven by metadata), yet RSA claimed it existed since July 2021. When challenged, they couldn't produce the original document. # Where Things Stand Now The Ombudsman's decision acknowledged the poor service but couldn't address the potential fraud due to their limited remit and outside timeframes of this particular complaint. I've now escalated to the Chief Ombudsman, with copies to the Financial Conduct Authority, Information Commissioner's Office, and Serious Fraud Office. My 122-page complaint (filed 02.03.2025) meticulously documents every falsified document, fabricated complaint, and regulatory breach with supporting evidence. I believe RSA's actions go beyond poor service into potentially criminal territory. # What I Hope For I'm sharing this to warn others and hopefully connect with people who may have experienced similar issues. I also hope that by bringing awareness to this case, the regulatory bodies will give it the serious attention it deserves. Has anyone else experienced anything like this with RSA or other insurers? Any advice on navigating this process would be greatly appreciated.