I took John Lewis Premier cover home insurance for my mother's property in 2015 before she passed away last year. The company were aware that I am her executor and remain living in the house until it is sold for probate and it was reinsured on that basis in 2016. We had a boiler breakdown with no hot water or heating and were referred to CET home emergency. They sent an engineer within 24 hours who assessed the problem and said it needed a new PCB. I had a call later that day to say the part might be obsolete and that they therefore wouldn't be able to help. Then I received notification by text and telephone call that the repair was going ahead with a date to be advised. Then I had another call to say the part was obsolete. In the meantime I had checked the part (PCB) myself and found it was widely available from authorised dealers across the country. I called to challenge the decision and then followed a process of negotiation which lasted several days. It emerged that they were trying to order a 'kit' which comprised of five parts and which true enough was discontinued. The manufacturer of my boiler advised me that all the parts formerly comprising the kit were separately available and it was most unlikely that all would be needed. After a week of stressful calls and a frustrating lack of progress it was agreed to send another engineer. He assessed that just two available parts were needed and then it still had to be authorised for 24- 48 hours and ordered at which point my patience ran out. Almost two weeks without hot water or heating in January temperatures, the boiler was finally repaired and I received a lovely apology from a nice customer services assistant and was told they'd send me something by way of apology for the terrible experience. To be honest that wasn't really important to me, but to add insult and upset to the whole sorry tale, I received some flowers which were addressed to my deceased mother with a note simply saying 'enjoy your flowers'. This was extremely upsetting and really put the tin hat on the experience for me, as well intentioned as it was. I told them several times what the circumstances were and corrected them regarding the name of the policy holder almost each time we spoke. It is almost the anniversary of my late mother's death and a very difficult time for the grieving process. Can I recommend John Lewis Premier Cover after all this. Oddly no I can't, and that's very disappointing indeed. I feel that CET let the good name of John Lewis down and have also made a formal complaint. On the plus side hot water is wonderful at last.