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    • Iamal
    • By Iamal 19th Jun 17, 1:54 PM
    • 2Posts
    • 0Thanks
    Legal and General Home Emergency (AXA and Plumcare)
    • #1
    • 19th Jun 17, 1:54 PM
    Legal and General Home Emergency (AXA and Plumcare) 19th Jun 17 at 1:54 PM
    Hi guys

    Wanted to sign up for some advice really as I feel I have been treated really badly by Legal and General but more specifically AXA who provide the Home Emergency Cover on there behalf.

    10 weeks ago our boiler stopped working, no hot water at all and with 3 very young children we were panicing so contacted Legal and General who provide our Housing and Contents insurance. They informed me that Axa manage home Emergency Cover, for which im covered for up to 500 and put me through to that department who spoke to me about the problem and said im covered and sent out an engineer from Plumcare the follwing day.

    The Plumcare agent seemed nice enough, said we needed a new part and the boiler is is great condition for its age...even tested the radiators. We get our boiler serviced regularly as its a Worcester Bosch which is about 15 years old.

    On telling is us he had ordered the part and would see us in a few days he went and sat in his van for half an hour on the phone. Once he finished on the phone he knocked on our door and said becuase of the age of our boiler the insurance wouldnt cover it, which I was suprised about as noone ever mentioned age of boiler in any part of the sales process so I rang our insurance company. They agreed that they hadnt told me this, even said this happens quite alot with their cover and they would honour the 500 and get the problem fixed.

    3 days later the Plumcare engineer returned to the property, spent an hour fixing the part and then asked me if I had the boiler key so he could fill it up. I had booked the day off work as Plumcare only offer 9-5 apointment slots so I was around to see what he was doing. I couldnt find the boiler key, I was suprised he didnt have one himself however he told me he didnt have any boilers keys whatsoever. The engineer then called the insurance company, told them I didnt have a boiler key in which they told him I wasnt covered for a Boiler key so would have to go and buy one. The engineer said he had fixed the problem and everything fine I just need to fill the boiler back up once I purchased a boiler key. The he quite hastilly let the property, which he left in a bad mess with black soot everywhere and he had stained the outside walls of my property and paving slabs. I didnt notice this I was tending to my one year old in side, but took at picture and sent it to my wife as I was a little suprised he would just leave it in a mess.

    ANYWAY the follwing day we made a trip to the plumbers merchants to purchase the boiler key, we followed the instructions and hey presto it didnt work. We contact the engineer and he said I would need to speak to the insurance company again....which i did and their immediate response was to get someone out again...we had already been 10 days without hot water so I was getting kid of fed up running kettles for baths for my 3 children let alone for me and the wife.

    The next engineer came out 3 days later, I had took time of work again because of the timeslots offered by plumcare. This Engineer, even though a nice guy, spent 3 hours hitting, poking and looking bermused at the boiler....this was inbetween the times when he was on the phone to his mates and girlfriend. After 3 hours he told me it needed another part, he said if I put the heating on and turn the tap a little bit I should get a small dribble of hot water out, it needed some kind of switch apparantly. This wasnt much use to me as it would take over a day to fill a bath, so i was still stuck in the same boat.

    On the MONDAY I got a call from the insurance company, they said they couldnt fit the part as in total it would take us to 560, 60 over my budget. I complained, I said it was unfair as I had been messed around already, they had made a mess of the outside of my property and to be this long without hot water with 3 young children is really poor. They agreed that they had treated me poorly and agreed to cover me for this repair, I said to them I was dubious of this 'plumcare company' as it seemed as they were miling the time at my property.

    I waited another 5 days for another plumcare engineer to come round and fit the part recommended by the previous agent, I took another day off work. This engineer, qho was very rude spent 15 minutes looking at the boiler, left the part underneet my boiler that was meant to be fitted and told me he needed another part and to wait to here back from the insurance company. I was confused as he left in a rush, I was also a little suprised as he hadnt asked me to turn the stop tap off or the electric off so I was unsure what he had done. We waited for 3 days until the insurance company called us, then then told us we had 360 to pay to get the part fitted and the hot water again. I was a little confused by this calls o questioned it and they said that PLumcare had fitted the part and I now needed another part. I explained to the Agent who called that the engineer hadnt fitted anything, infact I had the part in a sealed plastic bag under the boiler. The agent was confused and told me he was going to call me this point I broke down adn said this is getting really tough to manage and we are getting messed around. They told me to go and get a hotel for the night and they would reimburse it but I cant take 3 kids to a hotel, I also dont drive so its not as simple as that...I just wanted it fixing.

    I then waitinf another week for a call back, they agent told me to take a picture of the part they had left and any other picture I had...luckily I had taken some of the staining they had done to the outside of my house so sent it all across. I then waited another week to hear from the complaints team who told me to talk them through the process, which I did, and she then said a investigation would need to be opened and it could take a further 30 working days to resolve.

    Im at my wits end, I have recently been diagnosed with sever anxiety and depression and this situation hasnt helped with it one bit. Luckily I have 3 great kids who have a laugh about the kettle situation but it is very very hard to manage,

    I dont know what else to do, I am so fed up with it all....but im trapped as I cant get another plumber to come and fix it as the insurance company cant guarantee I will receive it back.

    Shall I go to the Ombudsman? Its nearly 3 months this whole situation has gone on for now
Page 1
    • Iamal
    • By Iamal 19th Jun 17, 2:07 PM
    • 2 Posts
    • 0 Thanks
    • #2
    • 19th Jun 17, 2:07 PM
    • #2
    • 19th Jun 17, 2:07 PM
    Apologies for all the typos!
    • AXA Assistance UK
    • By AXA Assistance UK 20th Jun 17, 2:15 PM
    • 1 Posts
    • 0 Thanks
    AXA Assistance UK
    • #3
    • 20th Jun 17, 2:15 PM
    Legal & General Home Emergency
    • #3
    • 20th Jun 17, 2:15 PM
    Hi. I am very sorry to see you have not been satisfied with the service you have received. I would like to look into your claim for you. To do this I need certain policy/personal details. Could you please email me directly at or visit our twitter page @AXAAssistanceUK and follow us? Many thanks
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