Halifax Ultimate Reward Emergency Homecare Review

dazza-s

I would like to share my ongoing experience with Halifax Ultimate Rewared Insurance. This is regards to the Emergency homecare. I am doing this as a review and also as a log if I have trouble.

For all that don't know the Ultimate reward for £15 a month covers Worldwide multitrip travel, AA Breakdown, Card Protection, mobile etc etc.

FRIDAY
Last night our boiler decide to stop working. Red shut downlight each time the DHW or the CW was demanded. No iginition of the blue flame through the small window, motors turning usual start up noise but doesn't ignite and shuts down. I have to reset the boiler each time.

So I called the Halifax Ultimate Reward and got put through to the Insurance compant that deals with Home Emergency Cover. I was ask a series of questions, how old the boiler was, contact numbers, the fault etc. I was told I was covered up to £200 and anything over I would have to pay. So alls fine and they said someone would call me back in 2 - 3 hrs to confirm when an engineer can come out. Now considering it was around 8pm I would of been very surprised if this would of happened....which it didn't.

SATURDAY (TODAY)
approx 9:00 I phoned to leave a mobile contact and to find out what has happened. They gave me an update and told me they have contacted a plumbing company to deal with my fault and they will contact myself. I asked them if they were local to me and they gave me the phone number and name.

Aprrox 11:30 - Nothing as of yet so I phone the plumbing company. She took my details and was extreamly surprised as they told my insurance company that they were booked up till middle of next week. I explained that I contacted them this morning and it sounds like my insurance company has forgotten to contact me. Maybe a comunication break down, it happens alot where I work so I will let that one go. The plumbing company told me they will contact my insurance company to contact myself to sort out the problem.

12:02 - Phone call from my insurance company confirming details of fault, boiler details and age. Put me on hold whilst they sort out an engineer. Was told the out of hours engineer is out of county but will be in the area around early evening. Considering its a Saturday, I have an electric shower, its a lovely sunny day and I can boil a kettle for hot water I said that will be fine. I didn't say anything about them forgetting to contact me and neither did the insurance company.

More updates to come

missile

I would class no heating /hot water as an emergency call out and expect an engineer within 24 hours. Unfortunately in my experience if you are reasonable they will take the michael.

I shall be interested to hear how you get on. Good luck :beer:

dazza-s

Around 13:30: The engineer has arrived! Spent some time with the boiler and I watch him as he tested everything. Diagnostic pointed to the Honeywell Gas Valve which wasn't lifting. I asked him if it was a big job he said no but the valves aren't cheap and it's getting hold of one. He ask me how much my insurance was for which I said "I don't know" (I do)

I have the part ref and found 3 places they actually do the part and also the part number that supersedes it. The cost I have is £90 ebay new, £99.95 + 20 VAT new from keeptheheaton and theheatexchange comes in with the superseded part at 145.78 ex VAT.

So far it's been rapid for a Saturday. Now he's going to check the part and my insurance company will let me know if I have to pay any extra. Lets see what happens now.

dazza-s

missile wrote: »

I would class no heating /hot water as an emergency call out and expect an engineer within 24 hours. Unfortunately in my experience if you are reasonable they will take the michael.

I shall be interested to hear how you get on. Good luck :beer:

I will keep you updated . Its a shame as the plumber that couldn't make it actually lives in my Town (and I am looking for someone to put in a bathroom in the near future so I was going to ask if all went well)

chanz4

The parts seen on ebay although stated come with zero warranty, they wont want to know when things go wrong and wont pay tax so the engineers will be higher

dazza-s

Ok an update as nothing has happened since I last posted so I phoned the "Ultimate Reward" Insurance around 20 minutes ago ( who are actually Axa). The plumber has contacted them but, again Axa failed to contact me regarding the call. They said they have the part and would like to get access next week! I expressed my disappointment and question them when the plumber actually contacted them. Of which they didn't have a record! I asked them how much the part will be which also they couldn't answer! I have now told them to get hold of the plumber and get a price. Lets see if they call me back this time!!!!!!!!!!!!!!!!!!!!!!!!!!!

dazza-s

Called them around 2 hours ago to express my concerns and to get an update. The claims team are chasing how much it's going to cost but apparently there has been no book in for the plumber for next week? Though I was told that they would like to get access next week??? They said they cannot vouch for what XXX said but they have had no contact with the plumber since he had came round on Saturday??????? Outcome... I will get a call on how much its going to cost ASAP. May be tomorrow maybe Monday. I have left it in their hands...

A complaint has been sent via Halifax website which I have yet to even get an auto reply from... you know the ones that say something along the lines of "thank you work contacting us will will pocess your query in due time"

Comyface

I will be following this thread with interest, as I have one of these accounts. Thanks for sharing, it's only when we need to use insurance that we find out how good it is.

I can't help but think that your complaint is a bit premature. The Halifax could resolve this issue, but more issues could come about before your boiler is actually fixed. If you waited until the whole transaction was complete, you could get a complete resolution?

realaledrinker

Hi

Of no help to you (sorry) but I have twice tried to use 'Emergency Homecare Cover' that came "free" with home insurance from CIS and Esure and both times the "service" was provided by Homeserve who were worse than useless. At one point I was standing on stepladders in the kitchen trying to transfer water coming through the ceiling into the sink by via a bucket with mobile in hand. The girl on the end, despite me telling her this, insisted on going through her script asking for e-mail address and suchlike! They weren't able to provide a plumber that night either.

dazza-s

I have just received a letter from Halifax to say they are passing on my complaint to AXA.... oh and still no reply from AXA

Former_MSE_Andrea

Hi realaledrinker

Homeserve has asked us to post a response

Please contact HomeServe via heretohelp@homeserve.com and we will try and assist you if possible.