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Review of British Gas Homecare 400 Gas and Electricity

Submitted by Ed
Review Added: 30/9/2010 - Visitor Rating: 0.00 0.00 (1 votes)

Review Categories:
Home Insurance

Customer Review Comments:
Although on two occasions when I've called them out they have fixed the problem with no hassle (faulty boiler and leaky radiator), on others there has been some kind of catch. For example: although the policy is meant to cover electric lighting, in reality it was very difficult to use it.

1. Somebody came to look at faulty lights installed in the ceiling and said that although he could pull down some plasterwork and repair the problem, they wouldn't pay to put the plasterwork right again. In other words there is no way they can repair this type of lighting for free.

2. I got the maximum cover - heating, electricity, drains - everything. When my hot water stopped working British Gas refused to repair it as my hot water boiler is separate to my central heating boiler. According to them this makes it an 'appliance' rather than a 'boiler' and so they wouldn't repair it. This was definitely NOT made clear when I took out the policy.

When I complained about the second incident the response was totally dismissive and disinterested.

I later discussed off-the-record with somebody who used to work for British Gas and he said the number of exclusion clauses on their Homecare packages was so extensive that almost nothing was covered in reality, and the engineers sometimes dread going to jobs because they know they will always get a lot of grief from the customers when they give them the bad news.

Good Points: Fine for a basic boiler repair or a leaky radiator
Bad Points: Almost everything else is an infuriating and expensive waste of time
Customer Service Rating: 1/5
Value for Money Rating: 2/5
Overall Rating: 2/5
Made a Claim? Yes
Recommended? No

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The comments in this review are the opinion of Ed 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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