Review of Homeserve Cover

I am writing to express dissatisfaction and total exasparation with Homeserve. In 2005 we had a problem with blocked drains which we were advised by Homeserve were caused by a collapsed pipe. No problems so far, apart from lack of forthcoming communication. They were totally inept at returning calls and keeping me the customer informed. I was always chasing up for updates.

The contractors eventually employed to undertake the job were incompetent and the "completed work" was of an unsatisfactory finished standard. I endured months of tolerance and patience and eventually Homeserve conceeded that the work was sub-standard. We are now two years down the line and they have employed a different contractor to re-do the work and because of their ineptitude and negligence we have an even worse problem! Still what's stress and frustration when you can be so reassured by reading their vision and values statement "delight our customers by putting them at the heart of verything we do".

Can anyone tell me why so many insurance companies are using these people and why we the customers are prepared to tolerate this!