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Review of Rias Home Insurance

Submitted by Mcassidy
Review Added: 8/2/2010 - Visitor Rating: 0.00 (0 votes)

Review Categories:
Home Insurance

Customer Review Comments:

I have claimed under the home contents policy twice this year. The first time was when I had an attempted break in and a kitchen window was left unsafe. As I had emergency breakdown cover a company came out and secured the window within a matter of hours and the claim to replace the window was dealt with efficiently.

I couldn't fault this service, however in December of last year when the weather was at its coldest, my heating packed up and I again called for emergency breakdown assistance. A gas fitter came out two days later after the weekend and said the pump had gone and he needed to order a new one. Needless to say I was left for 10 days without heating in the coldest December for years. Despite frantic calls every day to Rias the call centre staff were completely ineffective in being able to get anything done. They couldn't get through to the heating company themselves and had to rely on sending them emails. I also tried to contact the heating company direct myself and couldn't. After several telephone conversations which didn't seem to get me anywhere I finally got a gas fitter. This was a different gas fitter and he knew nothing of the first visit so didn't know what was wrong. Fortunately he had a pump with him. He replaced the pump but it didn't work so he put in another. He said most gas fitters would generally carry pumps with them.

A couple of days later I had water coming through the ceiling from the water tank adjacent to the new pump and on contacting the heating company they said they'd closed the job and referred me back to Rias. I contacted Rias who said they couldn't get a gas fitter over the weekend and if they sent a plumber he would just drain the system to prevent further damage, leaving me again without heating or hot water just before Christmas. I told them to forget it and got the repair done by a local person.

The heating system now makes a constant roaring sound for which I am going to have to get another plumber. Despite getting good service initially, this latter experience remains fresh in the memory and you always remember the bad not the good. If at any time I had received some communication from Rias my opinion may have changed but it was a case of they dealt with the paperwork and forgot to provide a service.

Sorry for the essay but I wanted to be fair.

Good Points: call centre staff were polite
Bad Points: call centre staff ineffective, no one in charge to speak to, different person each time you phoned, never got any feedback
Customer Service Rating: 1/5
Value for Money Rating: 1/5
Overall Rating: 2/5
Made a Claim? Yes
Recommended? No

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The comments in this review are the opinion of Mcassidy 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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