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Review of homeserve plumbing and drainage

Submitted by J.harper
Review Added: 19/10/2010 - Visitor Rating: 0.20 0.20 (5 votes)

Review Categories:
Home Insurance

Customer Review Comments:

I had an extremely positive floorless experience with homeserve and have to add that I have had first hand experience of good service on more than one occasion...

Claim number one - after receiving a shocking service with british gas I thought I would call homeserve. The agent I spoke to not only was not pushy had a great knowledge and understanding of their competitor cover advising me of comparisons with the cover I had in place. They also confirmed that I would have a 28 day cancellation period giving me time to review the documents thoroughly.

Called through to make the claim for a leak - advised of an emergency response time of 2hrs - response time met of 2hrs - polite smart engineer who went out of his way to offer advice and explained and showed me exactly what he had done.

Leak was fixed and resolved within 20 minutes - floorless.

Claim number 2 - rejected claim - frustrated that I was not covered although claims agent did explain I only had emergency cover and yes I understand an overflow leak is no threat to my health or property.

Vaguely I recall being advised of this at the time so my error for not reading the small print (who does). In fairness to the advisor who was just doing their job, didn't just say they couldn't help, they put me through to another dept who offered me a solution which suited both the issue and also the protection for the future - problem resolved. One off job consisting of free cover too, spreading payments this suited me down to the ground. I was reassured and a thorough further explanation was given as to why this was not covered.

Engineer arrived, fixed the problem after booking in a time that suited me, I received a call 30 mins prior to his arrival who arrived on time and politely and professionally completed the work. He also advised me that he was not a contractor and that he and all other plumbers are homeserve's own engineers not contractors.

Good Points: product knowledge from staff and efficiency all around
Bad Points: none -
Customer Service Rating: 5/5
Value for Money Rating: 5/5
Overall Rating: 5/5
Made a Claim? Yes
Recommended? Yes

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I can only say what a joke Homeserve are, the engineers are great, it's just a shame that the office based staff do not seem able to match there front line staff, as they will try to fob you off with any excuse to get you off the phone..... I forgot to say, it's hard to cancel the policy!
Comment by Stephen Grogan
Date: 19/1/2011

I'm having an atrocious time dealing with Homeserve. Have had full utilities cover for about four years and this is the first time i've needed to make a claim due to a burst pipe. This was called in on an emergency basis on 2/1/11 at 8pm. It is now 5/1/11 and still there has not been a call from a plumbing engineer never mind a visit, despite Homeserve consistently stating that a plumbing engineer will be calling. We've had no water in four days. I've no idea what else to do but carry on ringing their joke of a number which answers after about half hour.
Comment by Tommy Crawford
Date: 6/1/2011

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The comments in this review are the opinion of J.harper 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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