“I needed to change details on the account. Phone was answered promptly and staff member was very helpful. All information updated within a short period of time.”
Hi Rafiat,
I'm sorry that you're unhappy with the response to your recent claim. However, on some occasions there are certain things that aren’t included in your plan, as in your case. The fault has been caused by a high amount of rust in the Central heating system and this would indicate that the system has not been maintained correctly prior to taking out the plan with us, recently.
Whilst I appreciate this wasn’t the outcome you’d hoped for we always try and be as transparent as we can with our customers about what our plans do and don’t include. If you wish to discuss this further, please contact us on 0330 223 4422
Kind regards
Caroline
After Care Team
“Only just renewed as Homeserve renewal was higher premium, higher excess with less cover so cannot comment yet on service fir call outs/repairs. But application was quick and easy”
“I cancelled the policy because it said I would be covered instantly and entitled to immediate repairs. It turned out I'm not. I was told that they wouldn't be taking the direct debit...they did, a day earlier than stated. I called to get my money back, under the direct debit guarantee it must be immediately refunded, they said I have to wait 10 working days.”
Hi Tony,
I'm sorry that you're unhappy with the response to your claim. However, on some occasions there are certain things that aren’t included in your plan, as in your case. The fault on your boiler occurred during the first 14 days of cover with us and no initial exclusion period at the start of your plan is applicable only when switching from another provider.
Your first payment is taken on or after the 14th day of cover and I can see that a member of our customer service team has requested a refund for you which can take up to 10 working day. Please contact your bank to request the refund if you wish to claim this back through the direct debit guarantee instead.
Kind regards
Caroline
After Care Team
