Homeserve - Poor Service

ARead · 9 July 2011 at 10:41PM

Our boiler stopped working 3 weeks ago!! We have insurance with Homeserve called "Home emergency" via Churchill insurance. We contacted Homeserve who sent out an engineer, and reported that the heater exchange needed to be repaired.

Homeserve reported that the engineer also said the flu was not at the correct angle so the claim would be void as there had been water damage to the boiler, although the engineer informed us it was the heater exchange was the cause. We were advised by Homeserve the flu had to be resolved before they would deal with the claim. There was no issue with the flu, pointing in the correct position, but we made sure to be on the safe side. We contacted them again and they would now get an engineer to resolve the boiler. Homeserve would get there 3rd party engineer to call us back in 2 hours, but nothing. We called back the next day they said we are still trying to find an enginner and would call back. Two days went by and no call back. The policy only covers up to £500 and apparently the call out fee for the engineer was £150!! Now our policy will only cover £350. Spoke to them last Tuesday to see what was going on and again they still trying find an engineer, its now Saturday and had no communication from them. Called again this morning and a manager will now call us back by 13:00...lets see what happens.

3 weeks without hot water and this is supposed to be an emergency cover!! Homeserve constantly trying to get out having to pay for the claim. No communication, appalling service, don't just take my word for it Google Homeserve complaints their everywhere.

scheming_gypsy · 9 July 2011 at 10:43PM

if Homeserve can't source you an engineer you can find your own and they'll foot the bill for it.

ARead · 9 July 2011 at 10:51PM

I Agree.

I mentioned this to them this morning for me to source the engineer and apparently they need to speak to the the service manager to get this authorised. And by the way I did ask to speak to him and apparently he does not speak to customers!!!

scheming_gypsy · 9 July 2011 at 11:11PM

Service Manager? that's a new one!

It's been four years since i worked there so i'm guessing a fair bit has changed; but there was no such thing as a service manager then. Normally they'd let you get your own engineer if it was late at night and they couldn't get one out in time due to their contractual obligations.
Again, when i was there they had a customer services team who dealt with complaints. I'm guessing as you're making a claim you'll still be going through to Preston, so if you try 01772 758758 you'll go through to reception and you can ask for customer services and raise a complaint.

ARead · 9 July 2011 at 11:19PM

Could it have been a operations manager??

Thank you for the number I will call them Monday. Do you have any other inside knowledge that will help us?

scheming_gypsy · 9 July 2011 at 11:23PM

could be but there wasn't one when i was there; although there was a new fangled manager in the local paper the other day..

I didn't work in the call centre so my operations knowledge is limited

ihateyes · 10 July 2011 at 12:03AM

Couple of points...

Firstly. complain to Churchill... they have appointed and are paying Homeserve. Homeserve are probably dragging their heels due to Chuchill not wanting to pay.

This is a home emergency policy... tripe at the best.....

page 26 of their t&c's:

Emergency assistance:

work carried out by an authorised repairer or

suitably qualified repairer to temporarily or permanently put right an

emergency, carry out emergency repairs or prevent further damage.

There is no guarantee aa permanent fix may be done.

The problem with these policies is the companies charge a call out and thats part o the claim value. Most people that dont charge a call out will do when they do work on behalf of an insurer. £150 is excessive.
If they did come out to replace it, you would end up dipping into your pocket.... Over £400 is the norm for the heat exchanger.... probably the most expensive part of the boiler to fail... oh and 2 hrs labour as well.

If you were a paying Homeserve customer you wouldnt wait this long, the fact is they are looking after their own first, then when they are free they will attend to you.

Whatever happens here id be surprised if you didnt have to pay something towards the repair.

Oh also on Homeserves own agreements its well documented on forums if you needed a new heat exchanger they would cancel your agreement and give you £250... ie they would class your chb as Beyond economical repair, rather than paying for the repair.

ARead · 12 July 2011 at 12:37AM

We had another one of their sub-contractors call us up today, to say they will be out to have a look at the boiler tomorrow. Homeserve did not update us that this would be the case. So again we had to contact Homeserve and apparently the original contractors do not want to continue with the case, for what ever reason, she was unsure. I'm now concerned that this second contractor will have a call out charge. Will this also be charged to my account?? If so, my claim just seems to be going onto call out charges and not to the repair of my boiler.

ARead · 15 July 2011 at 7:36AM

We have had the second engineer round Wednesday and he has managed to get the boiler working, fantastic!

The original engineer got it completely wrong estimating the job would be £800 or replace it. The issue was a small tube at the back of the boiler that contained a lead, which contained some water, he dried the tube and the boiler fired up.

Homeserve as usual have not made any follow up call. I will not be taking these types of polices out again. It turns out many of the main insurance companies use Homeserve as their sub contracters. Homeserve need to improve, their ratings and customer responses posted on the net are very poor. Their commuincation and general customer care is appalling.

Former_MSE_Alana · 18 July 2011 at 10:39AM

Hi,

We have received this repsonse from HomeServe. MSE doesn't endorse anything a company says on the forum.

HomeServe are sorry that you are having issues please contact heretohelp@homeserve.com and we will be happy to assist you.

Homeserve - Poor Service

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