Dear Manger, I have home emergency cover with a policy expert. My Policy Number is : TRN-354-1282-002024729 My boiler is not working, the thermostat has a fault. I called customer service on Friday 1st Dec. at 6pm to report the claim. Advisor told me that she is going to open the portal and email me to send my boiler service copy. She has not done any of them. I waited till 11pm. I Called back after a 60 min wait and spoke with the advisor and sent my boiler service copy twice and confirmed with the advisor that they have received it. He advised me that a gas safe engineer or contractor will call you in the morning. Saturday 2nd Dec. morning no one called. I called again after a 40 min wait, and the advisor told me that my boiler service copy is not attached and the job is not put forward. Night staff has not attached correctly. He said he is going to attach it and send a message to the engineer and the engineer will call. Another lack of training.No one called. After calling 2 times again on Saturday, the gas engineer attended the property at 12 midnight and told me that he needed to order a part and come back on Sunday to fix it. He put emergency heating that only works for 20 min and set a timer but it didn't work. I called Sunday 3rd Dec. morning at 7.55am to report that the heating was not working on the timer that the engineer set it up and requested to send it again to fix it. Your advisor emailed and called them but no one turned up. Waited all day I called again on Monday 4th Dec. morning and spoke to the advisor, they told me engineers are going to come in a few hours. No one came. Another lie. I called again at 3pm after a long wait and the same story. I called again at 7pm and 11pm. Every time they said that Engineer will be with you shortly with part. I called Tuesday 5th Dec. twice after a long wait and your advisor said that they will call an engineer and sent an email to them to come ASAP. Not happened. No reply. I received a voicemail at 3pm saying that my part is not covered and the quote has been declined. I was shocked and tried to call straight away but after 56 min wait the call disconnected by your advisor. I received a call from the policy expert customer service Manager and she said she is going to speak with the contractor and sort out and call me back. No one called. I called at 7pm and your advisor told me that someone is coming soon. On 6th Dec. I have received another voicemail that my part is not covered and they cant do anything. I called straight away after 1 hr wait and spoke with the team, they told me that in the system it says it's not covered and she gave me another number 0330 0600 681 to speak to. I have called that number and spoken with your advisor for nearly 1 hr and 28 min. After she called the internal team she said she can't do anything. Part is not covered and cant be replaced but in policy it doesn't say anything. Thermostat is part of the boiler and that needs to be replaced asap. I am really stressed and broken by the service you provided and I have been receiving from the last 6 days. Few Points: Why the engineer lied and said that heating is working on Saturday night. Your advisor is telling me lies and false promises. I have got all the call records and timing which I have made from the last 6 days. My house has been freezing cold for the last 6 days. No heating at all I am using an electrical heater and my bill is going high. If it's not resolved soon, I am going to take legal action. Thanks Hasit Shah 07868711435