Impossible to obtain a policy from homeserve

mysteryshopper109

I've been trying to get a policy cover from Homeserve since June. It's been such uphill struggle and I'm wondering if anyone can get a new policy from them.

I don't want to use credit card so the only way to send the payment is to send a cheque in.

Back in June, I was told by the Homeserve agent that an application form would be sent out for me to fill in. Nothing came through the post so I rang up to obtain another one, only to be told that they've just changed the way things that they don't send out form. I felt rather mislead by it.

Then I was advised that I should send them a cheque and a covering letter requesting a policy cover which I did. Nothing happened again so I rang them again. This time, the agent gave me an account number over the phone so I sent another cheque in with my account number. Surprise surprise, they haven't got this one either.

An agent (lovely Sandra) took my telephone number and promised that she'd call me back with further info but I guess she couldn't careless. No phone calls from her.

In the meantime, I sent an email about it but so far not received reply either. I wonder if Homeserve a phantom company?

I suppose Homeserve can blame Royal Mail's for lost mails (huh?) including email.

My question to you... "how many cheques do I need to send before my application goes through?" Any guesses? I'll send a prize for the winner who answers correctly

Mysteryshopper109

dacouch

Does this not put you off Homeserve as its a taster of whats to come

jemw

I have a few policies with Homeserve and haven't ever had a problem

We pay by Direct Debit (there are no interest charges) and they can set this up automatically by telephone

Could you call them and pay by DD or even by Debit card instead of Credit card?

juliecallum

dacouch wrote: »

Does this not put you off Homeserve as its a taster of whats to come

HOMESERVE are a nightmare, stay clear, They will say you are not covered even when you are, If you call them have your policy handy and check ALL what they say, Their conractors are useless and how the electricians ever got their qualifaction is beyond me....

MY STORY:mad:


Called Homeseve because consumer unit crackling and sparking, Assistant said sorry your not covered as it is not an emergany WHAT!!!, spoke to supervisor and said cancel my cover, Oh ok we will send someone out, 2 HOMESERVE electricians later, no fault found, Oh ok, I will try an electricion out of the phonebook, 2 minutes in the property and identifies problem, consumer unit very dangerous and could go on fire any time now WHAT!!!!!! cue call back to homeserve whilst my emectrician still in property, Sorry your not covered for consumer unit, OK so your electricians put my life in danger by not identifying problem and my electrician takes two minutes to identify, My electrician speaks to HOMESERVE,(himself angry at what they have done (OR NOT DONE) OK
we will come out and put new consumer unit in free of charge Great...
Job Done, just to be on safe side my electrician pops back to check on work, UH OH consumer unit not earthed, This is in regulations that they must be, Cue call to homeserve, Not our responsibility its upto you to earth unit... WHAT!!!! another argument and complaint, electrician comes out no problem it will be fine, OK now I am losing the will to live, just leave it as assured not dangerous.... 2 months down the line, BANG, all sockets blow, I know!! call HOMESERVE, sorry your not covered you have called us out 3 times this year that is the maximum, BUT could it not be a fault with the consumer unit (STILL UNDER GUARANTEE) and also sure policy states UNLIMITED electrical call out, Speak to supervisor, NO sorry I have read the policy document YOU ARE DEFINATELY NOT COVERED, Ok so I have the policy in front of me there it is in black and white UNLIMITED CALL OUT......... Oh right we will get electrician out...... She arrives (same one as other times) Its your dishwasher, dont use it and buy a new one, BYE.... Ok suddenly a thought, I will just try another socket just in case, No Bang, dishwasher fine, ok I will try another appliance in that socket BANG, Its the socket NOT the appliance....... Call Homeserve (This was Saturday just gone) explain problem, Ok I will find the details and call you back in the next twenty minutes. Guess What I am still waiting, Cue call to bank cancel D/D, an E-Mail to Watchdog, Complaint to homeserve, and I will tell everyone who will liste,

Thankyou and sorry for the long long message:T

ormus

just what are you actually insuring?

andrew-b

Also be wary..some of their insurances are cheap in the first year then the prices suddenly goes up for the second year. I would avoid and suspect your probs so far are indeed a taste of what's ahead.

Andy

weekendwarrior

I have heard a lot of stories about homeserve and I would not go near them with a bargepole!

oystercatcher

I've used Homeserve for a few years, for boiler and household cover. Pay by direct debit and they just renew it each year with no problem.

They are the only company I can find who will cover my ancient boiler and central heating. I must admit their workers don't seem to be the sharpest tools in the box but they usually manage what they come out for and I've never had any problem getting people out at weekends etc.
I've certainly had more back in repairs than I have paid in premiums over the years!

blackfive

I'm glad you've never had any problems with them oystercatcher as many have including my Mother who I'm currently dealing with at the moment. As I write this I'm here awaiting them to call to fix a leak from Tuesday and now its Saturday!

To anyone wanting to take out cover with Homeserve - DON'T!!!!!

They take the money but will then tell you its not covered even when you quote them from their own conditions proving its covered. Then, if you do manage to get someone out they will come, take one look at it, tell you they'll be back and the next you know is you'll get a call from their office telling you its not covered. My own experience is that they claim water coming from a hole in a pipe is not a leak! So when is it a leak?! Apparently if its causing demage to the building fabric or can't be turned off is their reply. Now any water leakage will cause damage to the building fabric over a short time and if its turned off then you lose an amenity (hot water, cold water or heating) which their conditions state is an emergency. Now done most of the job for them but still awaiting for them to turn up.

So far the following has been experienced from Homeserve;
Failed to arrange work as they promised.
Keep attempting to claim the work isn't covered.
Customer service and care is non-existant.
Don't phone back when they promise to.
Incompetent and inept staff.
Tradesman reported incorrect fault to their office.
Failed to keep appointments.
Etc., etc., etc.....

The saga is continuing. After the repair is carried out I've advised my Mother to cancel the direct debit for them with the bank and she's determined to do so.

Better name for them would be Noserve!!

KeithP

oystercatcher wrote: »

I've used Homeserve for a few years, for boiler and household cover. Pay by direct debit and they just renew it each year with no problem.

They are the only company I can find who will cover my ancient boiler and central heating. I must admit their workers don't seem to be the sharpest tools in the box but they usually manage what they come out for and I've never had any problem getting people out at weekends etc.
I've certainly had more back in repairs than I have paid in premiums over the years!

Beware, oystercatcher.

My father had Homeserve on his ancient boiler and central heating.
They happily took his money for years.
When he had a leak last year, they sent a man out. He looked and went away saying Homeserve would be in touch.

Homeserve wrote saying that they cound not get the part.... it was obsolete.
That was the end of the matter as far as they were concerned.

I phoned them and was told to read the small print.
Indeed it does say something like "if we can't get the part, that's a shame."

So oystercatcher, if you ever need to claim and the part needed is no longer available... you are on your own. But they will take your money for ever more with no risk of payout.

Oh, and if you pay a year's premium up front, and this happens shortly after renewal, you will have you work cut out getting a refund.

becs

I used to work for an insurance claims handling company (Asprea-go google and see how bad they were/are!) and I have to say in their defence that 50% of their problems were due to Homeserve. They were their approved contractors and they were impossible to get start dates from, once they eventually did give dates, and we're talking weeks and months here not days, the workmanship often caused problems and complaints. We ended up trying to persuade customers to settle and use their own builders because I certainly wouldn't let them lose in my house and I would certainly never ever buy any insurance policies from them.