Homeserve rant

Bob63

My Natwest Black Card gives me home emergency cover. At a party last month someone tripped and fell against our front door breaking the glass pane in the upper half of the door. No problem I thought - I'll call the Black Card. It all started well, Homeserve, who provide the emergency cover, sent out a pair of fitters the same day to measure up the window. They said toughened glass would need to be ordered and would take a week. One week later, no fitters. When I called the local Homeserve glazing depot they told me the repair had not been authorised by the insurers (also Homeserve). So then I called the insurers and after a little argument they agreed that the glass repair was covered (I never doubted that it would be having read the policy document) and a new date was agreed a week later. So, two weeks after the original report the fitter turned up with the wrong glass (clear not obscure). He promised to get it sorted and said he would return the next week with the correct glass. One week later no fitter. Called Homeserve depot who said the repair had not been authorised. Sigh... Another call to Homeserve insurance and they say it had been authorised etc. etc. so then they arranged for the glass to be ordered. Eventually, 32 days after I reported the original break, a Homeserve glass fitter turned up with a piece of glass. Unfortunately this was the wrong glass again (too thick this time). After some discussion he realised it could be fitted if he used different beading on the door and I finally got my glass fitted.

To Homeserve's credit they admitted that the service I had received was unacceptable. They said that my case had exposed real problems in communication between Homeserve's insurance HQ and the Homeserve depot. All they offered was apologies though, so I escalated through Natwest Black Card and a day later got a call from a manager at Homeserve offering me £60 compensation - a fair amount IMHO as that is what I reckon the emergency service part of the Black Card annual fee is worth. Of course, I haven't seen the cheque yet....

dacouch

As Tom Jones would say..."Its not unusual"

upsadaisy

I had a chip pan fire (contained only to the stove) claimed through insurance. But needed some rooms repainted from smoke damage.
Fire- October final painting done by Homeserve - February!

You constantly have to chase these people.