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Review of Halifax Home Emergency provided by Homeserve.

Submitted by S
Review Added: 3/2/2009 - Visitor Rating: 2.26 2.26 (19 votes)


Review Categories:
Home Insurance

Customer Review Comments:
I recently changed my Halifax bank account to an Ultimate Reward account to take advantage of the travel insurance, mobile phone cover and home emergency cover for a cost of £15 per month.

The pipe from my boiler in my flat started leaking water and flooded my flat and the one below. I contacted the Halifax Benefits Helpline who referred me to Homeserve to deal with the problem. I spent most of my day on the telephone trying to get somebody to repair the leak. Homserve sent one of their approved engineers who had no knowledge of the system that I've got installed.

I was told that no one else could come out on a Sunday afternoon, but Homeserve assured me that somebody would come out the next day between 8.00am and 12.00. So I took the day off work, but nobody turned up. I contacted Halifax who in turn had to get Homserve and their approved supplier to get an update, who called at 3.30pm in the afternoon to say that they couldn't send anyone out. I was really disappointed that I didn't even get a phone call from Homeserve or their approved supplier that nobody is going to attend.

When I asked how soon they could send somebody out they said they would need to "play it by ear" which was completely useless to me as I didn't want to take another day off work, and then have to wait for parts to arrive to cure the problem. I contacted the manufacturer and spoke to their technical support team who confirmed the possible cause of the problem and I asked them for the name of a local authorised agent in my area.

I contacted the agent who was very helpful and confirmed that they could send out somebody following day. They also confirmed their charges and that they had all the parts for the system. I contacted Homeserve who agreed that I could use the local agent.

The Operator I spoke to asked her supervisor and I was informed that my excess was £250 and any cost above this amount I would be responsible for paying. She also asked that I provide the Corgi registration details of the agent, confirmation of the parts they were going to install and the cost. I accepted this and asked Operator to update her records on my claim on their system.

When the local agent arrived the next day and carried out the repair work I contacted Homeserve to provide them with the information they requested but they denied all knowledge that they had ever been agreed the work. I've been left with a bill of £348.00, of which £250.00 is what Homeserve said they would pay.

I spoke to someone who said they are a Homeserve Manager who refused to refund the cost of the work although this was agreed on the grounds the Operator has not recorded it on their system. When I asked the name of who I was speaking to they refused and said “they could not give their name due to data protection" despite their colleague giving me their name earlier.

I've tried to get in contact with the Operator I spoke to initially, but Homeserve said that they have lots of staff with that name. I’ve been left with the bill that came to £358. I’m really disappointed by the lack of professionalism of Homeserve. I can't believe that in this day and age that a Company can act so unprofessionally. The approved supplier that was mean to come out to carry out the repair is unreliable and I can’t think why on Earth anyone would want to use Homeserve.

Good Points: None.
Bad Points: Everything.
Customer Service Rating: 0/5
Value for Money Rating: 0/5
Overall Rating: 0/5
Made a Claim? Yes
Recommended? No

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Very poor service was a burst pipe and engineer who attended said it is not his job to lift any floor boards. My 64 year old mum had to remove the floor board herself by which time the engineer had drained the whole system and put my radiator in the garden!!! Meanwhile the burst pipe remained untouched. After probably 4 hours worth of phone calls I was told the engineers had finished for the day and would be back sometime tomorrow to fix the pipe he had said he couldn't!! Leaving me with 3 young children no heating and no hot water - brilliant!! I am loathed to say it but the home emergency is not worth the paper it is written on avoid at all costs
Comment by cath
Date: 5/3/2013

I am extremely disappointed with Halifax Home Emergency Cover, linked to my Ultimate reward card. I have been waiting nearly 3 whole weeks to get someone out with the right parts after a plumber from corillion looked at it initially. I have 3 children and we are cold with no hot water. VERY ANGRY.
Comment by Rachel Horner
Date: 1/11/2012

I arrived home to find my hall and kitchen lounge flooded. Water was still coming from a kitchen cold water pipe that supplies my washing machine. This was 8.10 am - I phoned halifax emergency linked to my reward account, gave details and was informed that I would recieve a call back within 24hrs. I told them water was still escaping as I spoke. A neighbour came and turned off outside stopcock but its now 10 am, nearly 2 hrs since I phoned. Halifax home emergency do not believe they fully understand what an emeregency is. Thank god my neighbour has stopped the water flow else I'd have a lot more damage to my home.
Comment by tracy barber
Date: 12/2/2012


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The comments in this review are the opinion of S and do not represent a positive or negative judgement by UK Insurance Index of the company or policy reviewed. Whilst all comments are checked for compliance with our submission rules and guidelines we are unable to confirm any of the customer experiences documented. Please bear in mind that any negative reviews may be outnumbered by many more satisfied customers.
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