Impossible to obtain a policy from homeserve

oystercatcher

KeithP wrote: »

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.

I am fully aware they won't replace the boiler if it is unrepairable or if can't obtain parts I think all such cover has the same small print what can they do if parts are obselete? Make them by magic?
If that is the case. And I wish it was, we would then be entitled to a grant from Warmfront to replace the boiler as my husband is disabled. Unfortunately they won't replace working boilers.
The homeserve cover also covers things like tiles off roofs, broken locks, broken windows and any other plumbing leaks so why would I want to cancel it?

blackfive

Noserve, oops sorry, Homeserve actually turned up tonight at 6 after more phone calls to push the incompetent cowboys to do something. The plumber they sent this time actually brought his tools in (a first!) so thought this meant the leaking pipe was going to be fixed at last.

How wrong I could be as after much prodding and poking he announced that the repair couldn't be carried out until next week! My reply isn't printable! Needless to say I pressed for a date and was told Monday morning and would get a call from their office immediately to confirm this. Yeah right. Guess what... no call came through so first thing Monday they will get another one from me, and all through the day until they turn up.

I can honestly say that this is the worst company I've ever dealt with and I've dealt with some pretty bad ones in the past. How the hell are they still trading?

blackfive

oystercatcher wrote: »

I am fully aware they won't replace the boiler if it is unrepairable or if can't obtain parts I think all such cover has the same small print what can they do if parts are obselete? Make them by magic?
If that is the case. And I wish it was, we would then be entitled to a grant from Warmfront to replace the boiler as my husband is disabled. Unfortunately they won't replace working boilers.
The homeserve cover also covers things like tiles off roofs, broken locks, broken windows and any other plumbing leaks so why would I want to cancel it?

They wouldn't have told you this but gas appliances first of all go on what they call a short parts list after a number of years where only the most common parts that fail are available. After a few more years all production stops on the parts and the appliance is then deemed obsolete.

My advice if you want to confirm if parts are available is to obtain the Gas Council number (GC No) from the plate on the appliance. All appliances have one. Then go to merchants sites such as PlumbCentre (do a Google search for them) and see what parts are available, if any. Then you'll know whether its worth getting it covered by a fully comprehensive maintenance contract.

Hope the above helps.

KeithP

oystercatcher wrote: »

I am fully aware they won't replace the boiler if it is unrepairable or if can't obtain parts I think all such cover has the same small print what can they do if parts are obselete? Make them by magic?
If that is the case. And I wish it was, we would then be entitled to a grant from Warmfront to replace the boiler as my husband is disabled. Unfortunately they won't replace working boilers.
The homeserve cover also covers things like tiles off roofs, broken locks, broken windows and any other plumbing leaks so why would I want to cancel it?

I am sorry you feel the need to reply in such tone.

I assumed you would want to cancel a policy which would never pay out.

I am sorry but I don't have my crystal ball switched on at weekends, so was unable to see that your policy covered more than your central heating.

Enjoy the rest of your weekend!

blackfive

KeithP wrote: »

I am sorry you feel the need to reply in such tone.

I assumed you would want to cancel a policy which would never pay out.

I am sorry but I don't have my crystal ball switched on at weekends, so was unable to see that your policy covered more than your central heating.

Enjoy the rest of your weekend!

Well KeithP oystercatcher may, like many others including myself, think that their Homeserve policy covers them for anything else but may be in for a shock when you attempt to claim. Homeserve, as my Mother found out, are well known for attempting to wriggle out of the claim declaring that it isn't covered on their interpretation of the policy document.

When I took over dealing with it on my Mother's behalf, it was found that the operator in their call centre didn't have any knowledge of buildings at all so, as I actually do, I kept up pressure on him with every loophole he attempted to bring into play so Homeserve didn't have to carry out the work. It helped having the policy in front of me and quoting the wording to him as he didn't appear to have access to it.

For example the operator told me that it wasn't damaging the fabric of the building so the water pouring out a hole in a pipe wasn't defined as a leak. I told him it was as the wall was wet and plaster blowing and he said couldn't be as wall above leak. I asked him if he knew about capillary action and he was totally confused so pointed out that water can travel upwards with that hence rising damp. The operator then went into a parrot mode of continuously repeating the original loophole he attempted.

Believe me Homeserve are in reality one step away from being very close to committing fruad as the policy appears to be deliberately ambiguously worded to enable them to get out of most claims with the loopholes.

They're now supposed to be turning up to carry out the repair tomorrow (6 days after first reporting the leak! - so where's the 2 hour response they claim?). Howeve not holding my breath as they were supposed to have phoned to confirm this and haven't. Looks like they'll be getting a lot of phone calls tomorrow!

oystercatcher

KeithP wrote: »

I am sorry you feel the need to reply in such tone.

I assumed you would want to cancel a policy which would never pay out.

I am sorry but I don't have my crystal ball switched on at weekends, so was unable to see that your policy covered more than your central heating.

Enjoy the rest of your weekend!

Sorry if my tone sounded sharp wasn't intended to, was just discussing the ins and outs of this company. I am interested in all the bad experiences since it's all relevant.
I thought all homeserve policies covered the whole of the house the same as mine does. That's one of the reasons I have carried on with them for so long. I have had roof repaired after a storm, locks changed after my son was mugged. Umpteen leaky pipes repaired and numerous parts of heating repaired. This is all over many years so things could have changed.
My policy costs less than British Gas charge for just covering the boiler . BG I have had many problems with and I certainly wouldn't use them ever again.
Maybe it's all down to individuals in big companies ?

andrew-b

Oysterscatcher, it might be worthwhile double checking what of those items are actually covered by your buildings and contents insurance (assuming you have them!). Alot of insurance policies either include some home emergency cover or you can pay extra for it for around £20 or so. Anyway you don't want to be doubly insuring things if you can help it!

I've not bothered with extra cover for my boiler..it's gone for 3 years without going wrong (only beeen serviced once) so i've already saved a fair bit and likely equivalent to the cost of a repair anyway!

dacouch

http://www.thisisnottingham.co.uk/news/Job-losses-repairs-firm/article-1437609-detail/article.html

http://www.e1buytoletmortgages.co.uk/news/latest-insurance-industry-news/homeserve-closes-its-two-insurance-and-repair-units-3188.html

andrew-b

Lloyds seem to like taking on liablities don't they!

andrew-b

Another relevant article here