Home insurance emergency cover - what to expect?

Pat38493

We had a burst pipe in our house on Saturday.

I have buildings and contents purchased through the AA, and we also paid an extra £25 for emergency cover.

I was surprised to find that the normal AA claims line doesn't even work at weekends, and you have to go all through the small print to find the emergency number.  I was on hold for over an hour.  When someone finally answered they took my details and said that a plumber would call me within 2 hours to arrange an appointment.  That was nearly 2 days ago.  They also told me that I have to call a separate number and separate company to make the main claim for all the damage it has caused (which is also a bit strange as I naively assumed that purchasing the whole package through AA would give me a single point of contact).

Fortunately I was able to find some isolation taps in our garage that have isolated the area of the house where the leak occurred and allowed me to turn the water back on to most of the house.  Also the room which has been badly damaged is an spare bedroom that is not being used at this moment, but was supposed to be used for Xmas.  However, the AA emergency line doesn't know either of those facts because at the time I spoke to them the whole water was cut off and they just asked which room was affected and I said "a bedroom", and their report which they sent me a text about says "leak not contained".  

Is this normal for this type of service?  I am thinking there is no point paying extra for so called "emergency cover" in future if they don't treat it as an emergency.  Of course I'm aware that they would have had a lot of calls as the temperature was rising after a week of sub zero temperatures but they are a large company that has been around since before I was born - I'm pretty sure it's not entirely unpredictable that they would need to have extra people available at times like that?  The forecast was very clear that it would thaw on Saturday.

diystarter7

Hi

Are you sure you have the "emergency cover" and no 24/7 help line? Not sure re AA but often the automated systems take you through to some live person. About 15+ years ago we used an emergency helpline it was late at night and we managed to speak with someone.

What I've found from people that I know that during adverse weather most will answer the phone but getting someone out to you quickly is another thing due to high demand.

Always be aware of where the stopcocks/etc are and that they are working and easily accessible.

Good luck with getting this sorted.

Thanks

diystarter7

Hi OP

I did a bit of research, actually 5 seconds if that on Mr Google, what number you ring?

14/7 helpline in link below.

https://www.theaa.com/home-insurance/home-emergency-cover


Thanks

Pat38493

diystarter7 said:

Hi

Are you sure you have the "emergency cover" and no 24/7 help line? Not sure re AA but often the automated systems take you through to some live person. About 15+ years ago we used an emergency helpline it was late at night and we managed to speak with someone.

What I've found from people that I know that during adverse weather most will answer the phone but getting someone out to you quickly is another thing due to high demand.

Always be aware of where the stopcocks/etc are and that they are working and easily accessible.

Good luck with getting this sorted.

Thanks

Yes we definitely have the emergency cover and we did get to speak to a live person after being on hold for over and hour.  

That person assigned a plumber to the job.  The plumber never called and some time later, I received an automated text that the plumber had cancelled the job (did not try to call me and nobody from AA called either).  By that time I had to go out for the evening so I didn't have time to be on hold for another hour to find out what's going on, and actually for an emergency service, they should be calling me once I've raised a claim, not me having to keep calling them.

I know where the main stop cocks are, and fortunately this incident happened in a separated annex area where I can isolate it with separate valves, so the main house is not impacted.  However the emergency service didn't know that because they didn't ask - as far as they know, my whole house supply is still shut down.

They could have also called me and we could have discussed whether it was truly an emergency anymore since I have now isolated the flow, and I might have been ok with that - my issue is more the lack of customer service.

I am now on hold with the main AA claims line which no doubt will take another long time.

We also now have to decide if the room will be inhabitable in some way by next weekend as we have guests scheduled to stay in there over Christmas and might have to change plans.  I was wondering if we were covered for alternative accommodation if our guests have to stay at a hotel instead, but looking at the policy I suspect we are only covered if the whole house is uninhabitable.

diystarter7

Pat38493 said:

diystarter7 said:

Hi

Are you sure you have the "emergency cover" and no 24/7 help line? Not sure re AA but often the automated systems take you through to some live person. About 15+ years ago we used an emergency helpline it was late at night and we managed to speak with someone.

What I've found from people that I know that during adverse weather most will answer the phone but getting someone out to you quickly is another thing due to high demand.

Always be aware of where the stopcocks/etc are and that they are working and easily accessible.

Good luck with getting this sorted.

Thanks

Yes we definitely have the emergency cover and we did get to speak to a live person after being on hold for over and hour.  

That person assigned a plumber to the job.  The plumber never called and some time later, I received an automated text that the plumber had cancelled the job (did not try to call me and nobody from AA called either).  By that time I had to go out for the evening so I didn't have time to be on hold for another hour to find out what's going on, and actually for an emergency service, they should be calling me once I've raised a claim, not me having to keep calling them.

I know where the main stop cocks are, and fortunately this incident happened in a separated annex area where I can isolate it with separate valves, so the main house is not impacted.  However the emergency service didn't know that because they didn't ask - as far as they know, my whole house supply is still shut down.

They could have also called me and we could have discussed whether it was truly an emergency anymore since I have now isolated the flow, and I might have been ok with that - my issue is more the lack of customer service.

I am now on hold with the main AA claims line which no doubt will take another long time.

We also now have to decide if the room will be inhabitable in some way by next weekend as we have guests scheduled to stay in there over Christmas and might have to change plans.  I was wondering if we were covered for alternative accommodation if our guests have to stay at a hotel instead, but looking at the policy I suspect we are only covered if the whole house is uninhabitable.

Thanks OP
Have you seen the emergency number I posted?

The "hold" I know, very frustrating.

I'm glad you were able to control, limit the damage to annex.

I know this will not help but as we are coming out of the very cold spell I'm guess many in a similar situations to you.

Re the plumber etc, not good. Once sorted, complain and get the fool off their books.

Look at it like this and no offence just trying to put a positive spin on it - at least the mai house is good and guests can come another time if push comes to shove.

I hope its all sorted and you have a good time with guests on the expected date

Take care and I feel for you.

Pat38493

diystarter7 said:

Pat38493 said:

diystarter7 said:

Hi

Are you sure you have the "emergency cover" and no 24/7 help line? Not sure re AA but often the automated systems take you through to some live person. About 15+ years ago we used an emergency helpline it was late at night and we managed to speak with someone.

What I've found from people that I know that during adverse weather most will answer the phone but getting someone out to you quickly is another thing due to high demand.

Always be aware of where the stopcocks/etc are and that they are working and easily accessible.

Good luck with getting this sorted.

Thanks

Yes we definitely have the emergency cover and we did get to speak to a live person after being on hold for over and hour.  

That person assigned a plumber to the job.  The plumber never called and some time later, I received an automated text that the plumber had cancelled the job (did not try to call me and nobody from AA called either).  By that time I had to go out for the evening so I didn't have time to be on hold for another hour to find out what's going on, and actually for an emergency service, they should be calling me once I've raised a claim, not me having to keep calling them.

I know where the main stop cocks are, and fortunately this incident happened in a separated annex area where I can isolate it with separate valves, so the main house is not impacted.  However the emergency service didn't know that because they didn't ask - as far as they know, my whole house supply is still shut down.

They could have also called me and we could have discussed whether it was truly an emergency anymore since I have now isolated the flow, and I might have been ok with that - my issue is more the lack of customer service.

I am now on hold with the main AA claims line which no doubt will take another long time.

We also now have to decide if the room will be inhabitable in some way by next weekend as we have guests scheduled to stay in there over Christmas and might have to change plans.  I was wondering if we were covered for alternative accommodation if our guests have to stay at a hotel instead, but looking at the policy I suspect we are only covered if the whole house is uninhabitable.

Thanks OP
Have you seen the emergency number I posted?

The "hold" I know, very frustrating.

I'm glad you were able to control, limit the damage to annex.

I know this will not help but as we are coming out of the very cold spell I'm guess many in a similar situations to you.

Re the plumber etc, not good. Once sorted, complain and get the fool off their books.

Look at it like this and no offence just trying to put a positive spin on it - at least the mai house is good and guests can come another time if push comes to shove.

I hope its all sorted and you have a good time with guests on the expected date

Take care and I feel for you.

Thanks for your comments and yes you are right it could have been a lot worse.

Part of the lesson learned for me is that paying extra for the emergency cover is pretty useless - they also have an emergency line for those who don't have that cover and I guess you just may have to pay for any instant repair needed.  From what I can see, the policy details of the emergency cover doesn't actually have any SLA that they have to meet (like we will be there within 24 hours or suchlike) so it seems like it is a bit worthless to me.

DullGreyGuy

Home Emergency is typically a separate policy, often with a different underwriter (or even non-insurance) and is just bundled with Home Insurance. It will consequently almost always have its own number, systems, processes etc (Legal Expenses cover is similar). Bundling reduces cost of sales and so it can be offered cheaper as an add on than a standalone product.

Like any product, its as good as the quality you buy. Most wont have a guarantee response time because, just like a car breakdown service, no matter how many plumbers etc you have on your books there can always be big weather events that means demand exceeds supply.

Ultimately register a complaint that you were told you'd get a call within 2hrs and 24hrs later the call still hadnt happened.

user1977

DullGreyGuy said:

Most wont have a guarantee response time because, just like a car breakdown service, no matter how many plumbers etc you have on your books there can always be big weather events that means demand exceeds supply.

Which is one reason I've always self-insured. Not much point being "stuck" with the service you've already paid for, rather than having the freedom to phone around and find someone who is available. You're not getting any better service via the insurance, and (on average) you'll end up paying more.

Save insurance for the sorts of things you really couldn't afford to pay for if they cropped up.

DullGreyGuy

user1977 said:
You're not getting any better service via the insurance, and (on average) you'll end up paying more.

In general I'd often agree with the final comment but HE really comes into the same bucket as warranties where vast numbers of people forget they have it or it came bundled with a bank account (Barclay's Premier used to) and people dont realise they have it or have it in duplicate. As such the pool is funded by a host of people that will almost never make a claim.

The other aspect of it being part of an insurance policy means if things do go wrong you have access to the Financial Ombudsman or such to try and resolve whereas the Consumer Rights and Home forums are full of people saying they've had work done by a plumber etc but there's a problem with it and they've now disappeared

user1977

DullGreyGuy said:

user1977 said:
You're not getting any better service via the insurance, and (on average) you'll end up paying more.

The other aspect of it being part of an insurance policy means if things do go wrong you have access to the Financial Ombudsman or such to try and resolve whereas the Consumer Rights and Home forums are full of people saying they've had work done by a plumber etc but there's a problem with it and they've now disappeared

Fair enough - but I'd still prefer to pick somebody reputable, rather than put up with a random contractor even if I do have additional powers of recourse afterwards.

DullGreyGuy

user1977 said:

DullGreyGuy said:

user1977 said:
You're not getting any better service via the insurance, and (on average) you'll end up paying more.

The other aspect of it being part of an insurance policy means if things do go wrong you have access to the Financial Ombudsman or such to try and resolve whereas the Consumer Rights and Home forums are full of people saying they've had work done by a plumber etc but there's a problem with it and they've now disappeared

Fair enough - but I'd still prefer to pick somebody reputable, rather than put up with a random contractor even if I do have additional powers of recourse afterwards.

Absolutely, its much better to have it done right first time... though in a HE event you may not have the time/inclination to vet plumbers as you have a 6' geyser (water variety) in your lounge. I know I certainly dont have a long list of vetted trades people to hand if I've an emergency to deal with and so its likely to be some random contractor even if I am the one booking it.