WARNING: Home Emergency Policy (specifically Esure/Npower)

[Deleted User]

Our hot water packed up a week ago. Checked and our home insurance policy has got home emergency and it covers loss of hot water.

Well, we've got a few cupfulls of hot water. If you turn the water heating on, you can get about half a sink full, and thats it. Not enough for dishes, shower, bath etc.

Anyway, engineer called today. Apparently, because we havent got a TOTAL loss of hot water we're not covered. Personally, I would have said a loss of a service be it heat or hot water would be where it doesnt perform adequately enough to be of any use.

Phoned them back and asked them if all the electricity was off in my house, apart from one plug socket, would I not be covered for this also? Couldnt answer.

Seems like a bit of a con these policies !!!!

[Deleted User]

Just found the policy document online. Sounds like they're pushing their luck here. Personally, I would argue that if theres not enough hot water to take a bath or shower this would constitute 'unreasonable discomfort'.

To quote:-

Main heating system
The main hot water or central heating system in your home. This does not include
any non-domestic heating or hot water systems or any form of solar heating.

Home emergency
A sudden unforeseen event which requires immediate corrective action to:

1. prevent damage or further damage to your home; or

2. to make your home safe or secure; or

3. alleviate unreasonable discomfort, risk or difficulty to any insured person.

oldagetraveller

Another to avoid is Homeserve boiler/controls "cover", which in my case, they use Glow-Worm "engineers".
My C.H. pump packed up 3 weeks ago, it's included in the cover. If I hadn't changed it myself after two weeks and numerous 'phone calls and promises of a call back each time to arrange a suitable day/time, it would still be in the same state. I've written a "stuff your cover" letter and will be battling them for at least the cost of the the new pump and extra cost of electric immersion use.

[Deleted User]

Yeh. I've heard bad things about Homeserve too.

[Deleted User]

Well, after speaking to them again and reading out the policy terms to them they've agreed to send an engineer out again to 'take another look'. Surprise that.

Next Thursday though. Nice one.

In the meantime, I've got a local company out who do service plans for £10 a month. Part needs replacing (overflow valve) which they'll do for part cost onyl and then take me on.

So much for it being a service issue, eh? I'm going to cancel the home emergency policy today. Cant be bothered to have to argue with them if ever anything else happens....