HomeServe fined £30.6m for mis-selling insurance – can you get money back?

Former_MSE_Michael

"Thousands of HomeServe customers could get redress after it was fined £30.6 million for mis-selling insurance products..."

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HomeServe fined £30.6m for mis-selling insurance – can you get money back?



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Middlestitch

Homeserve had some interesting high pressure sales tactics, including scaremongering eg the salesman on the phone tried to convince me that, although we live in a third floor flat, pipe coverage was essential because 'rats could get in through the toilet'!

Pincher

At the end of a telephone call, the really nice lady who was perfectly helpful was prompted by the Thames Water computer script to interest me in leak insurance. £1 a month!

Probably a 16 year old will turn up, asks where is the stop !!!!, closes it, and tells you you have to get the leak fixed.
then

thrombanks

I wrote to Homeserve recently to complain I had been under the impression the water pipe insurance I had with them, since May 2006, was necessary. My memory is not as good as it used to be but I'm fairly sure that it was an insurance promoted by United Utilities, our water service supplier.

However, I have today heard from Homeserve who tell me they do not uphold my complaint about miss selling because I, apparently, "applied for the policy by post". Why this makes my claim invalid I do not know.

They must have known the policy they sold me was not necessary and how I applied for it is irrelevant in my opinion.

Has anyone else had a similar response?

bob_a_builder

The difference between being 'sold' something and 'purchasing' it I would have thought.
lots of products out there on the shelves to pick and choose from - you picked and you chose !

thrombanks

I hear what you are saying but we all "purchase" on the information give to us. In this case Homeserve, in collusion with United Utilities, have convinced me that their product was necessary and I have fallen for it.

It'll be interesting to see how this progresses.

Vectis

thrombanks wrote: »

............how I applied for it is irrelevant in my opinion.........

It's possibly relevant because you, presumably, sat down at home, on your own, and filled out a form signing up for the service. You weren't talked into it or coerced on the phone or the doorstep by a salesman.

From the sounds of it, it was your decision alone, which, i would hope, you gave some thought to before signing.

Sometimes you just have to take responsibility for your actions and not blame other people.

Of course, if you didn't sit at home and apply in writing, but were talked into it on the doorstep it might be different.

[Deleted User]

thrombanks wrote: »

It'll be interesting to see how this progresses.

It won't progress, you've had your complaint rejected because you mis-bought the insurance rather than were mis-sold it. Since no one actually advised you to buy the insurance, only you are responsible for the sale.

You can refer your complaint to the Ombudsman, but it will languish there for around eighteen months with
scant likelihood that the FOS will eventually uphold it.

HomeServe_company_representative

Hi thrombanks

Thank you for your message. All of the customers that may have been affected as a result of historic practices will have been contacted by the end of March this year. However, the best way for us to look into your enquiry would be if you email us with your contact details and a number we can call you on. You can find our email address on our profile page.

Kind regards

Famena
Here To Help Team
HomeServe

thrombanks

Hi Famina,

I have been in contact with your company and had a letter from your Customer Advocate to the effect that she cannot uphold my complaint about miss selling because I, apparently, "applied for the policy by post".

My reason for posting on here was merely to get the opinions of others.

syco1

I am rather disgusted that Homeserve is being fined for mis selling and some customers are getting compensated, when I took my complaint all the way to the Financial Ombudsman and was ruled against, and am now just being ignored by the Ombudsman. I can only presume that the Ombudsman is there to back these companies.
I took out my policy with Homeserve on the basis of a booklet that pointed out what was covered and what wasn't, and I let them carry on the policy for several years taking ever increasing amounts of money from my bank account. Finally I had a claim - my hot water cylinder sprang a small leak, with water dripping through the kitchen ceiling on New Years Eve. A plumber attended, drained the cylinder and water tank, and left. End of emergency !
My booklet said "REPLACE LEAKING HOT WATER CYLINDER". But apparently they had changed that, and now only covered the actual emergency, not the repair. So a week without hot water before I could get a plumber, £250 plus for a new cylinder and fitting, and 10 years later, I still feel conned, cheated and let down by all involved. But of course, I wasn't mis-sold. They just changed the terms and conditions after they had sold it. Fortunately I have saved money by not having this type of insurance for the past ten years.