Name: Domestic and General
Address: 230 East Ave, suite 148, Norwalk, Connecticut
Rating: 2.74

“If you want some feedback about the incompetence of Domestic & General, get yourself a cup of tea and have a read of the following catalogue of incompetence. On 11/10/18 I emailed Domestic & General, after spending several hours on the phone to their Customer Service Department:- “…it was due to the situation becoming so frustrating that I needed to escalate it the relevant department to try to, once & for, resolve this situation that has been going on for over 3 years! Please refer to the attached spreadsheet which details the numerous issues I have been trying to resolve with a number of policies over the last 3 years, but I'm now more or less back where I started (as of this year’s renewal dates) and I'm very frustrated with the entire process. What makes it even more difficult to track is the fact that the plan numbers are not shown on the Direct Debit statements. The attached spreadsheet highlights the following issue:- • Incorrect appliances allocated to correct / incorrect addresses • Incorrect addresses allocated to correct / incorrect appliances (not necessarily the same issue). • Multiple charges for the same appliance(s), some allocated to incorrect addresses. • Description of appliances that aren't even manufactured by certain manufacturers. • Certain appliances covered under Mutiplan policies, then invoiced again as separate plan numbers • Direct debit payments made by ……….that do not include the plan reference number so unable to trace which plan & property relates to which payment. • Payments made by Direct Debit from our ……….account that makes reference to plan numbers that we do not recognise, nor do we know which property they relate to.. • Substantial increase in a number of items under cover - up to 300% increase without any claims being made or notification given. • Certain plans were rectified after much time spent with Customer Services, but these have now reverted back to the issues listed above as of this years renewal dates. • No policy documents received for any renewals made this year. All in all a complete catalogue of inefficiency by Domestic & General, whether it be systems issues or the way the complaints have been handled (or more accurately not handled by customer support staff - I have names & dates, if required, as I'm not sure you'll be able to pick this information up from your system). You are no doubt more than well aware of the substantial amount of website / blog complaints that D&G consistently receive. I makes me wonder if we're doing the right thing in investing heavily in D&G warranties. So, not a happy situation and I request that you do everything possible to rectify the current situation, together with backdating all over payments / dramatic premium increases & needless to say I will also be seeking relevant compensation for the inordinate time spent trying to rectify these issues. On the 17/10/18 I received the following email response from Domestic & General. “…. A colleague and I spent a total of 3 hours yesterday, 16 October 2018, putting all the plans to one address, reallocating them to the correct sites and attaching the correspondence address. I had thought that we had rectified the issue as we went in and out of plans and addresses with nothing changing. However, today the plans have not only merged back to your home address but have also merged names. I have raised this with the IT and Data teams who have advised what we had done should have worked, but it hasn't. I am sorry but I do not think that we can in all honesty amend the plans and keep them at their own locations on a permanent basis. Please advise me on what course of action you would like to me to now follow in light of this. Also there had only been one duplicated plan. The Neff dishwasher had been re-branded incorrectly on the bundle plan, however the washing machine had been duplicated. I have cancelled the second plan and a refund of £109.35 will go back to your bank account in the next 3 - 5 working days. If you wish to discuss your complaint further please call us on our free phone number 0800 561 4476 where one of our trained complaint handlers will be happy to help. Alternatively, please respond directly to this email where it will be forwarded to me. When emailing, please include your complaint reference or plan number to ensure your email is allocated as efficiently as possible”. I responded:- “…….I'm not satisfied with the fact that D&G are unable to resolve the issues & the fact that you state only one item is duplicated - this is simply not the case - as shown in the spreadsheet breakdown that I previously supplied. I must ask that Domestic & General revists this issue, not simply ask that I terminate the policies, or advising what you should do! After all I've spent several thousands of pounds on insurance cover with D&G over the recent years and have only had one small minor claim. To highlight this, over the last month, for example, we've paid £155.28 in premiums, with no claims outstanding. Could you please provide me a breakdown of the total cumulative amount of premiums paid by me to Domestic & General over the recent years, since taking out the numerous policies. Your response does not cover my query regarding the substantial increase in premiums on a number of the appliances on cover, nor does it explain why these would not be covered under an inclusive 'bundle' per household, rather than individual units. You also mention in your email of the 17th October that you will arrange a credit £109.35 to my account. How was this amount arrived at and why has it yet to be credited over a month after it was promised? One further query - given the inability of Domestic & General to unravel which appliances are located in which properties, what would happen if there had been a breakdown with one of the appliances that has been incorrectly described and/or designated to an incorrect property? If you still wish me to cancel the policies I must request a full refund of all the premiums paid to date (details as per requested above) as I do not believe you would have covered the losses, so therefore, the policies would have been invalid…...” No response received for over 3 months despite sending 7 emails requesting a response to my issues & queries. The last email sent on 04/01/19 “….Could someone at Domestic & General, please do me the courtesy of responding to my previous emails, in response to ………..'s email to me on the 17th October To date none of the actions suggested have been actioned & I'm still being monthly debited for policies that appear are non valid. Could someone at your incompetent organisation please respond & action this long on-going issue”. Response from Domestic & General on 19/01/19 “ …Thank you for your most recent communication and please accept our apologies for the delay in a response. (somewhat of an understatement!!!!). After finding your email chain, I checked with management as to why ………. has not yet responded, it was confirmed she has been out of the office due to illness, however, should be returning to us on 21 January 2019. I have asked this be sent to her as a matter of urgency in order for your issues to be resolved. Email from Domestic & General on 25/01/19 “…….I had sent the list of plans with the correct addresses to the relevant teams to have them relocated accordingly. Had you needed a repair on any of the items whilst this was being rectified we would have changed that one plan and provided the repairer details. I had indeed advised you at that point that I could not guarantee that the plans would not merge together again. I would not have liked to have given you a guarantee that I cannot uphold as we are still working on this issue…..” My response on 07/02/19 “…..Good to know that your IT team are still working on a resolution to the issues of my case, while I still continue to pay £150+ a month premiums on policies that I'm sure will not be honoured if any failures were to occur - my attitude to this is not surprising given D&G's track record responding to the issues to date. Despite the efforts made by you and the IT team you have yet to address the following issues detailed in my emails to you of the 11th October & 22nd November 2018. The attached spreadsheet, once again, highlights the ongoing issues. I'm still awaiting for you to provide the requested breakdown of the total cumulative amount of premiums paid by me to Domestic & General over the recent years, since taking out the numerous policies - which will run to several thousand pounds, to highlight this, over the last month, for example, we've paid £155.28 in premiums, with no claims outstanding. I formally request that Domestic & General revisit this issue, not simply ask that I terminate the policies, or asking what you should do! After all I've spent several thousands of pounds on insurance cover with D&G over the recent years and have only had one small minor claim. If you still wish me to cancel the policies I must request a full refund of all the premiums paid to date (details as per requested above) as I do not believe you would have covered the losses, so therefore, the policies would have been invalid. I must ask that this is escalated to a senior management level & that this case is dealt with to my entire satisfaction. I would also like your proposal as to suitable compensation...." I must ask that this is escalated to a senior management level & that this case is dealt with to my entire satisfaction. I would also like your proposal as to suitable compensation for the inordinate amount of time I have spent trying to resolve the multitude of issues with the various Domestic & General policies.” No response received to date – WHY AM I NOT SURPRISED? Domestic & General are incompetent and I wonder if they are going bust.”

Helpful Report

Posted 6 years ago

“Firstly I want to say that I rarely if ever review a product or service but the level of service provided by Domestic and General was so bad that I felt it necessary to do so in the hope that I will save current and future customers not only there hard earnt money but also the sheer inconvenience of having to deal with this company. I have also written this review having exhausted all Customer Complaints procedures so am not writing this in haste or in the moment of frustration. We have had five appliances covered with Domestic and General for approximately 5 years now, probably longer paying approx £600 pa for the privilege. On 31st December 2018 our washing machine packed in. After calling D&G we were told the earliest anyone could come out was 9th January. Just to be clear D&G expect customers who pay alot of money in annual insurance to wait 9 days just for a diagnosis. I suspect it is actually a policy to make customers wait this long in the hope that they will just go and buy a new one thereby allowing D&G to collect vast amounts of premium for no pay out. Anyway because we had had the policy for so long we decided to wait it out despite the inconvenience especially given we have four children and were in the middle of school holidays. We were also specifically told by the person at the end of the telephone to keep any laundry receipts and we would be reimbursed.Fair enough I thought........but more on this later. On the 9th January a friendly appliance repair man arrived and told us the machine needed new parts. No surprise there. The visit was followed up with a phone call to say they could return to fit the parts on 17th January. We had come this far and so despite the increasing inconvenience we decided to wait it out. Finally, 17 days later we had a working washing. And so on to there Complaints Procedure which I had started on day 1 because I did not think it was acceptable to wait 9 days just for a diagnosis visit. After this sorry saga was finished we received a letter not long after awarding us £55 compensation and this only because I had raised the complaint in the first place. £20 for loss of use of machine and £35 for cost of and laundry. Despite being told I would be reimbursed for any laundry receipts of which I had one for £100 (6 people/17 days) and a pile of washing still to be done. My advice to anyone with one of these policies is to cancel it as soon as possible. Keep your own hard earnt money and put whatever you are paying into a house account so when the day arrives when your appliance fails (which it will do!) you can choose to get a repair man out or go and purchase a new one with the money you have saved in your house account.”

Helpful Report

Posted 6 years ago

“I've been paying Domestic & General Insurance for at least 5 years to cover my oven in case of a break down. The bulb recently failed in the oven so I called them to arrange a repair. It took some time to book the repair as they needed more details about the oven, even though they knew what oven they were covering. I gave all the info they requested but when the engineer arrived he had the incorrect part. No problem as these things happen but they didn't call back so I called again to ask when an engineer would visit. They explain I would receive a call back but that never happened so I called again and again and again but was always told that somebody would call back which they never did. I even spoke to their complaints department but they could never resolve the issue either. On the last call I immediately cancelled my the "insurance" as they are clearly incapable of fixing anything. I will never take out any D&G cover again.”

Helpful Report

Posted 6 years ago

“🚨BE WARNED 🚨 🚨🚨Renewed a Boiler plan insurance on the 15th February 2018 for £18.90 per month with Scottish power, this was then taken over by Domestic and General in March 2018, I was NOT informed of the changes! They continued to take the same payments from me right up to now when they turned up last Saturday and condemned and turned off my combi boiler leaving us with no heating or Domestic hot water. That’s all we can do for you sorry. You’re plan will be terminated in 48 hours or so. No offer to replace parts, no offer to help with replacement boiler etc. Me and my Disabled wife are sat here in the Cold with no hot water and no offers of help. IF YOU HAVE ANY SENSE DO NOT TOUCH THIS COMPANY EVER STAY WELL CLEAR COMPLETE RIP OFF 🚨🚨SHOULD BE ON WATCHDOG 🚨🚨”

Helpful Report

Posted 6 years ago

“I don't normally write reviews, but felt compelled to do so following the appalling Customer Service from D & G. I have been paying £24.24 every month,for nearly 2.5 years,for a protection plan that covers my Vaillant Boiler, for any repairs etc. Initially Vaillant sent out an engineer, to evaluate the Boiler and ensure it was in good working order - it was and I duly paid £24.24 per month. I had the boiler serviced twice during that time - no issues! In July of this year I was told that there was a crack on the outside of the flue (It had always been there but was not an issue before!) and that I either needed a new flue OR a guard to cover the flue (This was also put in writing). The engineer was very helpful, and even told me that it was cheaper to buy a guard and fit it myself. He even told me where I could buy it from - problem solved! Imagine my surprise when I called out an engineer today to fix my boiler, only to be told that he wouldn't fix the Boiler until the flue was replaced! I had followed the instructions of the last engineer to the letter, and at no point was I told that my Boiler was not covered unless I replaced the flue. I spoke to D & G complaints department, who informed me that the Boiler WAS covered, BUT they would not do any work on it until the Flue was replaced. So whats the point of me paying for a protection plan? The Boilers covered but they refuse to fix it ! I asked to be paid back my installments from July as I have clearly been mislead, but was told no! So I have cancelled my plan immediately and will certainly not trust or take out a D & G policy again. I have now escalated the complaint and will be looking for compensation. I will update this review with the outcome.”

Helpful Report

Posted 6 years ago

“I don't normally write reviews, but felt compelled to do so following the appalling Customer Service from D & G. I have been paying £24.24 every month,for nearly 2.5 years,for a protection plan that covers my Vaillant Boiler, for any repairs etc. Initially Vaillant sent out an engineer, to evaluate the Boiler and ensure it was in good working order - it was and I duly paid £24.24 per month. I had the boiler serviced twice during that time - no issues! In July of this year I was told that there was a crack on the outside of the flue (It had always been there but was not an issue before!) and that I either needed a new flue OR a guard to cover the flue (This was also put in writing). The engineer was very helpful, and even told me that it was cheaper to buy a guard and fit it myself. He even told me where I could buy it from - problem solved! Imagine my surprise when I called out an engineer today to fix my boiler, only to be told that he wouldn't fix the Boiler until the flue was replaced! I had followed the instructions of the last engineer to the letter, and at no point was I told that my Boiler was not covered unless I replaced the flue. I spoke to D & G complaints department, who informed me that the Boiler WAS covered, BUT they would not do any work on it until the Flue was replaced. So whats the point of me paying for a protection plan? The Boilers covered but they refuse to fix it ! I asked to be paid back my installments from July as I have clearly been mislead, but was told no! So I have cancelled my plan immediately and will certainly not trust or take out a D & G policy again. I have now escalated the complaint and will be looking for compensation. I will update this review with the outcome.”

Helpful Report

Posted 6 years ago

“I have been with domestic & general for quite a number of year and found that they had taken a payment out of my account to early. When I originally rang them about this they told me that this would not happen. And the new payment plan won't be taken out until the beginning of December. Guess what they took the payment out too early and when I rang them he told me that the payment has been set up to be taken out of my account in December and then the end of December. This is under the new payment care plan - so much for that. So I have cancelled all my policies as I am not satisfied with the service that I have received. Please stop sending me emails, as I do not want to receive anything from you from now on...”

Helpful Report

Posted 6 years ago

“I have been with D & G for many years for various items, but my boiler which had the top cover which included a yearly service. Last week it would not work so after many phone calls backwards & forwards to D & g because the repair agent Right Gas would not answer the phone I got a visit from the repair agent. He was here 5 mins & really did not want to be here, very abrupt said there was sludge in the pipes & really needed to be replaced. Today I rang D & G for a repair & they said the Right Gas would not come out because they could not fix it. Fair enough if I have to have a new boiler at least I would get £750 towards as stated in my policy, but no D & G said I was not covered for sludge in pipes. My argument is my boiler was serviced by Ace Plumbing through D & G annually why did they not mention sludge, in fact they said it was in good condition. D & G have now suggested that I pay for someone to fix it. Never again will I go with D & G.”

Helpful Report

Posted 6 years ago

“worst company ever , dont go near them takes your money every month but when it comes to them fixing anything you got no chance been waiting 2 weeks still not fixed my washing machine and when you ring up they dont care.”

Helpful Report

Posted 6 years ago

“Shocking customer service spent all day trying to get answers but got nowhere engineer is off sick so my repair has been cancelled they cannot reallocate the job god knows why cause I don’t!!! I’ve booked 2 days off work because I was told it would be done we’d/thurs and it got cancelled I can’t change my day off so have lost a days pay, by booking another morning off I pay about £120 a year for my policy/plan for what I thought would take the stress away from a broken washing machine once repair is done I’m cancelling the policy and putting what I spend in an account never am I purchising another extended warranty defo not worth the stress this mob creates!!!! I’ve spent all day pm’ing on phone and via live chat what a waste of time”

Helpful Report

Posted 6 years ago

“Reported what was wrong - washing machine repair man D&G use comes out beginning January 2018. Agrees it is the part I said but says he hasn't got part on van. Why send out repair man without that part? He says fixed but doesn't work for that long (same thing goes wrong |October 2018) Tell them again same part gone wrong again. They say I may have to wait for 2 weeks (they don't seem to care that last time they should have replaced the part completely.) Now been waiting 3 working days (really five days but they don't count weekend. They said may have to wait until 5 Nov! Will be cancelling insurance as soon as they do repair it (2 weeks absolutely a joke!)!”

Helpful Report

Posted 6 years ago

“I would not use them again, after numerous engineer visits and repeated repairs to my dishwasher, they finally agreed to replace the item. I was advised a replacement would be delivered, installed and the old appliance removed. The item was delivered but no install and no collection of the old appliance. When contacting D&G , I was advised I need to deal with the disposal myself , and I also had to pay the get the dishwasher installed. Why offer a service you can not provide ?”

Helpful Report

Posted 6 years ago

“I have been waiting for a washing machine repair for three weeks I kept getting told they are waiting for the part which is the drum it’s coming from abroad. The customer service is diabolical they don’t care that I’m stressed have no washing machine. I have to keep ringing them to find out what is going on- no one contacts me. They show no empathy with you on the phone may as well be speaking to a robot. They are quick enough to take money each money but not to help you.”

Helpful Report

Posted 6 years ago

“Its been over a month now I have not received quotation by post, as they do not send by email, due to not up to date with technology. I made several phone calls but they kept saying its in the post and customer service is not helpful at all, they want business handed on their plate, its shame as its such an old company going downhill. They gave me these reference numbers for DOMESTIC AND GENERAL APPLIANCE COVER QUOTE REF.NOS. 70877, 70879, 70881, 70884, 70885 & 70886, even they cannot recognise it”

Helpful Report

Posted 6 years ago

“I had quotation on all my home appliances over the phone and was given ref. nos. 70877, 70879, 70881, 70884, 70885 & 70886 and I was told that they will send quotation by post as they do not send it by email, in this day of technology, its has now been four weeks but I have not received quotation and every time I call them they kept saying its in the post, therefore I started sending emails and every time they response my email, they say that, just put quotations number & post code details, but it does not recognise their ref. nos. I cannot believe that, they do not care about new customers & denting their first impression with new customer, its shame, as it has been established company, but going down hill, and their customer service is second to none, going backwards”

Helpful Report

Posted 6 years ago

“Wish I had read comments here first, appalling service. Three weeks still waiting for washing machine repair, their customer service is a joke, never known any customer service to be so appalling. I am trying to get to senior management team as they need to be aware of level of service being delivered... which is zero DO NOT USE THEM!”

Helpful Report

Posted 6 years ago

“WAS OFFERED A REPAIR VISIT IN 12 DAYS TIME. LAUGHABLE! WHEN I COMPLAINED IT CHANGED TO 5 DAYS - STILL FAR LONGER THAN I WOULD EXPECT. IF THIS IS THE LEVEL OF SERVICE DURING FAIR WEATHER THEN LORD KNOWS WHAT WE'LL GET WHEN THE WINTER ARRIVES AND BOILERS BEGIN TO BREAK DOWN.”

Helpful Report

Posted 6 years ago

“boiler broke down on Thursday .phoned on the Friday morning I was told it would be next Tuesday before an engineer could call I explained that this would be over four days without hot water or heating.I explained that my wife and I are both elderly this did not seem to make any difference.I pay £250 a year for this type of service”

Helpful Report

Posted 6 years ago

“Awful company. Filed a complaint, I have been promised a callback by three different people. No return call yet, three weeks later. Had the engineer out three times, problem still exists. Save your money & don’t use this company.”

Helpful Report

Posted 7 years ago

“Terrible service, every phone call you are left on hold for ages, always promised a phone call back never ever receive a call back. Will definitely not insure with domestic and general again a complete waste of money. After 2 weeks still waiting for engineer.”

Helpful Report

Posted 7 years ago

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Next Day
On-time Delivery	Greater than 94%
Accurate And Undamaged Orders	Greater than 87%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	2.1 out of 5
Returns & Refunds
Refunds Process	Difficult

Domestic and General Reviews