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Review of Homeserve Home Emergency Assistance Cover

Submitted by Christine Longmore
Review Added: 9/11/2009 - Visitor Rating: 4.00 4.00 (5 votes)


Review Categories:
Home Insurance

Customer Review Comments:

I have been paying a monthly insurance to Homeserve GB of Cable Drive Walsall WS2 for 2 years or more expecting that if I needed an emergency plumber or electrician they would send one out as soon as possible to deal with a home emergency.

This is what they promise in all the documentation they sent me. The first time I have ever tried out the system was Friday 6 November 2009 when my neighbour reported that water was running down his kitchen wall and it appeared to be coming from my flat above. It was apparent there was a serious plumbing emergency and I needed an urgent call from a plumber. It transpired the dishwasher had sprouted a leak which had been going for some time. I turned the water off at the mains but still the water persisted in leaking. Damage was caused to my floorboards and my neighbours ceiling and walls.

I rang Homeserve Emergency 24 hr number at 6pm. They said they would get a plumber to ring me and tell me when he could attend. At 7pm I rang to see why no call received. The call handler said they would ring again for the plumber. Nothing happened. I rang again at 8.20 pm and it became clear that the call was being managed from offices in Banbury in Oxon and Preston in Lancashire. I live in North Yorkshire and was being passed from pillar to post.

At 8.37 hrs a man called me to say there was no plumber available to attend. He transferred me to another call handler who said she would try to e-mail someone to find out what to do. By this time I was furious. The lies Homeserve have written in their policy summary is clear to see. They claim I will have instant access to a nationwide network of approved local plumbers and engineers who aim to be with you in the event of a home emergency.

I eventually received a telephone call at 11.16 hrs that night to say there was no-one available to call and a plumber would call between 1-6pm on the following day. I was forced to pay another emergency plumber to come out and deal with the problem.

I aim to demand my money back from Homeserve Membership Ltd and will be writing to Watchdog, Which and the FSA Financial Ombudsman Service to make complaints. Homeserve are simply a booking agent for Inter Partner Assistance SA.


Good Points: Answered the telephone
Bad Points: Quality of service
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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I agree, absolutely no responsibility is taken by Axa, who are responsible as the insurers. I have water leaking from my boiler & raised a call 2 & a half weeks ago, the issue still hasn't been fixed. I still have water leaking on the floor, which could go through to my neighbours flat downstairs & after several more phonecalls have been told that no one can look at this today but I will receive another call to try and arrange another appointment tomorrow. They cannot even guarantee someone will come out tomorrow. I am now arranging my own engineer to fix the issue & going through the ombudsman.
Comment by An
Date: 3/5/2012


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The comments in this review are the opinion of Christine Longmore 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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