Was conned into taking out "Emergency home cover" ,all the documents we received indicated it was part of our insurance policy. We've just had a leak and called them up to get it fixed. I'm sat here 3 days later still waiting for running water with 2 young kids. Obviously emergency cover and repairs is something different to what I had thought. Anyway, called them up and they called back in a bit saying the plumber would be with us soon, this was on Sunday. Then called back several hours later to say the plumbers van had broken down and they'd arrange another plumber. Monday morning (all day Sunday and Sunday night with no heating/ water) they called back to say the plumber would be with us between 9 and 12. I work nightshift, so although this was disruptive I would just have to go with it. Monday morning they called again to say it would be between 1 and 6. I'm sure you can see where this is going...lol Eventually the plumber turned up. Nice enough guy, got on with it. I had to go and get the kids from school so left him to it. When I got back he'd stopped working and told me I had to call the insurance people as he wasn't authorised to do any more work as it was going to take longer/cost more they arranged with my insurer. I called them and was told my emergency cover would only cover £250 of work. Basically a call out and about an hour of this guys time. If I wanted him to go further it would cost me another £170 there and then. What could I do. No running water!! So I paid up. I then had to HELP the plumber get to the pipework. He chopped bricks out of the external wall and floorboards were cut and taken up to eventually get to the leak....which he then didn't have the tools to fix and would come back tomorrow. I called the insurer and asked how I would go about claiming for the damage made getting to the leak and why am I now looking at 3 days with no water. I was told they wouldn't cover the cost of any repairs caused by damage fixing the leak....i'd have to go through my buildings and contents cover which is a separate policy. WHAT!!! So i'd have to pay £200 excess on my buildings and contents policy on top of the £167 I'd already paid to recover the cost of any repairs!! To say I'm not happy and have been mislead (the paperwork I have doesn't say anything about not repairing damage or the emergency cover being a separate policy...apparently- I've been told by them, I need to read the small print by going online and looking through the policy (with my law degree I'm sure it will be totally clear to me- I'm being sarcastic by the way). So here I am writing this with holes in my wall and floor, no cold water mains feed and waiting for the plumber. Who they have phoned to tell me is running late, wont tell me when he is coming and has brake problems with his van (do they only sign up plumbers with transport issues?) It would have been cheaper and quicker if I had just picked a plumber out of the phone book. Thanks POLICY EXPERT- you rock. Of course you don't this is an extremely poor EMERGENCY service where every excuse under the sun is used. What do you care, you've had annual payments from us for the last 3 years and additional payments because the cover I've purchased from you is not as sold or fit for purpose. Obviously I won't be renewing and will be as vocal as I can to let anyone I know how poor your service is. AVOID AT ALL COSTS...WILL RIP YOU OFF, ADD IN CHARGES AND STILL NOT FULFILL THEIR POLICY.