homeserve good or bad

movilogo

Too many people are quick to rubbish them completely because they have been declined cover clearly down to a terms and conditions issue.

Unfortunately, their terms and conditions are defined in such a way that 90% of claims can be refused by stating T&C.

DJBenson

The same could be said about ANY form of insurance. The terms and conditions are written to give an overview of what is and is not covered. If insurance document writers were to write every covered or non-covered element into their documents;

1) Nobody would read them (as is already the case)
2) They would be huge and
3) It would be impossible to capture every eventuality so people would still complain.

Homeserve (like every other financial product provider in the UK) is governed by the Financial Standards Authority and all complaints dealt with by the Financial Ombudsman Service where internal resolution is not possible.

At the end of the day, terms and conditions are open to interpretation, from both the customers point of view and the providers.

LMM_2

We have two separate policies. One is Plumbing and Drainage and the other is Electrical, both through Thames Water.

Whilst I understand that a self contained power shower wouldn't be covered, this was not actually anything to do with the shower. I could have just as easily got the shock off my taps, sink unit or wall, which were all found to be live as the earth to the pipes had been lost.

I was happy to have the test (and pay for it) to see if our electrics were up to standard, but until we'd had that test, no-one could tell me that they weren't. We've now been told that our fuse box, which isn't all that old, needs updating.

I would like to guess that a large percentage of people with such policies have aspects of their wiring systems that are not completely up to date - the regulations change very regularly - but Homeserve are still happy to take their premiums.

Lawbag_2

Perhaps it might be better to recommend a company, service or insurance policy which does cover these items?

I know our Thames Water authority has a policy, but it is overly expensive and deliberately targeted towards these insurance loopholes. The main reason they are doing it, I believe, is to cover themselves during the pipe upgrade work they are undertaking.

DJBenson

LMM wrote: »

We have two separate policies. One is Plumbing and Drainage and the other is Electrical, both through Thames Water.

Whilst I understand that a self contained power shower wouldn't be covered, this was not actually anything to do with the shower. I could have just as easily got the shock off my taps, sink unit or wall, which were all found to be live as the earth to the pipes had been lost.

I was happy to have the test (and pay for it) to see if our electrics were up to standard, but until we'd had that test, no-one could tell me that they weren't. We've now been told that our fuse box, which isn't all that old, needs updating.

I would like to guess that a large percentage of people with such policies have aspects of their wiring systems that are not completely up to date - the regulations change very regularly - but Homeserve are still happy to take their premiums.

If it was just the shower that was causing the issue, then the agent was right to decline cover. Had it been more of a case that particular elements of your bathroom suite had become live then it should have been covered as a health and safety aspect.

If you are saying that on the back of you getting your own engineer out it was found to be an electrical issue aside from the shower then you have a case for a complaint and should send copies of the relevant documentation in to the customer relations department at Homeserve and they should deal with it to your advantage.

Your continued comments about the wiring inside your home do not have any bearing on Homeserve taking premiums. If as a company they said cover was dependant upon you paying for an independent inspection - would you have bothered taking out cover?

It is not possible for any company (aside from health insurers to a certain extent) to vet their customers to ensure the insured product is up to standard/fit for purpose. I refer you to the previous comment about car insurance - it is an underlying term of your car insurance that the car is fit for purpose/road worthy - if you have an accident in a car that is not road worthy, your insurer can get out of paying and you would be personally liable for third party costs - so Homeserve expecting your electrics (and plumbing/drains/boiler) to be of satisfactory standard is YOUR responsibility (and this is clearly stated in your terms and conditions).

DJBenson

Lawbag wrote: »

Perhaps it might be better to recommend a company, service or insurance policy which does cover these items?

I know our Thames Water authority has a policy, but it is overly expensive and deliberately targeted towards these insurance loopholes. The main reason they are doing it, I believe, is to cover themselves during the pipe upgrade work they are undertaking.

...or take out Homeserve's shower policy

LMM_2

I've just had a follow up call from Homeserve's Customer Satisfaction Team to see if I was happy with the call out on Tuesday. When I told her what had happened, she told me she was quite horrified and has urged me to contact Homeserve which I intend to do.

It occurred to me that a couple of years ago we had a similar problem where a wall was live in the same vicinity and an electrician came out from Homeserve and fiddled around with a power socket. In fact, this could have all been part of the same fault, but as he didn't investigate further, we had no idea and of course, they've continued to take our premiums.

DJBenson

LMM wrote: »

they've continued to take our premiums.

I assume you do know how to cancel a direct debit? You are not forced to stay with them. If you are really not that happy, vote with your feet.

p.s. Standard response from "Customer Satisfaction Team" to get you off the phone. They don't like confrontation. You need to speak/write to customer relations at Preston - avoid the Walsall office as they have neither the power or desire to resolve your complaint.

LMM_2

Yes, of course I do, but this has only happened today.

tootie

I have homeserve home emergeny cover as an extra on my house insurance - I got burgled in October and the guy stole lots of keys to the shed and the house. I phoned them at 10 am after I had dealt with the police and by 6pm somene had come out and changed every lock in the house.

I don't know about other things they cover but I was so relieved that I had the home emergency cover.