“Intasure had no problem offering me a combined household insurance policy in 2020 on a house they knew was built in the early 1900s. They never sent anyone over to inspect it before they made a decision and were informed at the time that a thorough survey on the house came back with no reported issues. Two weeks ago, they declined a claim relating to damages caused to my roof by storm Babet in October, citing general 'wear and tear' as the cause of the damage. What was rather poor was their attempt to back up their decision by arguing that there was not enough damage to neighbouring properties to suggest that the storm was indeed the cause of the damage to my roof. Having been their customer since 2016, I now deeply regret the £££s I spent on their premium, which would have been enough to cover at least half the cost of the roof replacement bill that I now have to foot either way.”
“When I bought my holiday home about 10 years ago I went with Intasure. After not claiming for 6 years I had a leak in my boiler and needed carpets replaced in the bedroom and hallway which they did with little hassle. 2 years later I got broken into and had an amount of cash stolen. I asked if I could claim for this and the lady said lift it all and how you got it and we will see what we can do. I did this over the next two weeks and was told no we don't cover cash I said "well I wasn't told that I've just wasted my time". Never mind... they paid for a new door lock after the break in. About a week before renewal I noticed that the bathroom floor had gone spongy and was giving way due to the leak some years previously so I found them up about that. I was told yes take photos of the damage etc and it will be part of the existing claim for the flood in the first place so you will not pay excess. I thought this was quite good so took photos sent them to them and started a claim. About a week later my insurance was due for renewal and I just got an email saying they had decided to cancel it and would not renew me! I asked three times why this was but never got an answer it was a company decision apparently? My insurance by then had run out and I had a letter from the site manager saying I was in breach of contract as I had no insurance on my mobile home and he gave me a week to get it!I tried to get insurance which is part of my contract to be on this site from other companies but because I had an ongoing claim with Intasure they refused to insure me. I had no option but to cancel my claim with Intasure which is probably what they wanted originally. I then found a company that was willing to ensure me even though I'd had insurance cancelled (which stays on your record for about five years) and many other companies won't touch you.
Basically they left me up s*** creek without a paddle I would not recommend them at all.”
“SPENT A LONG TIME WITH ADVISOR GIVING HER TWO PROPERTY DETAILS TO BE EMAILED THE NEXT DAY WITH THE ANSWER THAT DUE TO BREXIT ???? NO NEW POLICIES ARE BEING OPENED.
THIS COMPANY WERE RECOMMENDED BUT I HAVE SHARED THIS EXPERIENCE WITH THE PERSONS WHO PROVIDED THE RECOMMENDATION SO THEY CAN AVOID SUCH.”
“We were astonished to learn that @intasure have arbitrarily changed the terms of our apartments’ policies retrospectively, with no notice, leaving us seriously exposed in terms of public liability on communal areas. Hardly Treating Customers Fairly! Very shabby.”
“Very disappointed with Intasure I have been with them for twelve years and the first time I need to make a claim they have come up with every excuse not to pay out. Would not recommend them.”
“It's all great until you make a claim!
Please be warned that not everthing is covered that you would expect.
Being a long term customer I was confident that my laptop would be covered, but in their own words, "we wouldn't expect you to take it with you" (but it's a portable laptop?) and you should have "separate insurance for this".
Customer service is terrible during the claim. Intasure said that during the claim "I didn't answer my phone". Ok, but you can send me an email! The majority of people live busy lives and don't sit next to the phone all day!
It's better to find a company that care about their customers. Very disappointed with the whole process. :(”
