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Review of Homeserve Boiler Insurance

Submitted by Graham
Review Added: 9/12/2009 - Visitor Rating: 4.29 4.29 (7 votes)

Review Categories:
Home Insurance

Customer Review Comments:
I had a new boiler installed just over 12 months ago, I was sent a reminder letter with the header Vaillant (Boiler Make) telling me I needed to arrange an annual service to invoke the 2nd year free warranty on my boiler.

Upon ringing the number I found it was Homeserve who have nothing to do with Vaillant. After paying £96 I was told someone would call to arrange the appointment for the service. I also asked at the time what the annual service would entail which no one could tell me, I was put through to the service department however after an hour on hold I gave up.

I received one phone call during the day which I had an automated message saying this message was left to say they had called earlier. (Why not just leave a meassage the first time?). This was left on the home phone after telling them to call my mobile.

I have now had to follow up for the appointment finally getting through after numerous attempts then told the servce weill be between 8-6 (Guess no one needs to work anymore). I asked if I could be called the day before in case something urgent came up with work so I could let them know if I had to cancel the appointment. I was told this was not possible as the service engineer only gets the work schedule in the morning for that day. This appointment is made two weeks in advance, it does not seem very efficient to confirm appointments the day they are due, surely confirmation the day before would make sense rather than have the engineer waste time for a cancelled visit. Assuming these costs are added into the premium.

Since I have had a letter from the Plumber who installed the boiler offering the same service £20 cheaper.

I know who I will be using in the future, considering this is service, I would hate to imagine if I needed to make a claim.

Good Points:
Bad Points:
Customer Service Rating: 0/5
Value for Money Rating: 0/5
Overall Rating: 0/5
Made a Claim? No
Recommended? No

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Severely leaking boiler, but Homeserve are apparently not responsible though policy is with them, they take direct debit etc - they're a middle-man for companies such as Vaillant (also useless - their answer? Turn the heating off for 5 days until an engineer can call, it was -6c last night!) This policy states that there is an emergency hotline number etc - there isn't. Vaillant don't do emergency calls either.
Comment by Mrs R
Date: 19/12/2009

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The comments in this review are the opinion of Graham 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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