“We are new customers, so up to now not had any dealings, but we needed to phone to ask some questions before we took out the policy. We we very impressed how quickly the phone was answered and how efficiently are questions were answered.”
“Your Repair did everything possible to delay and finally refuse to help with a simple drainage problem that was clearly simple and easy to remedy. Their sub-contractor turned up 3 times without the correct tools to remove a manhole cover and when everything finally exploded, they refused to help further. There as nothing in the T's and C's and my solicitor even tried to engage to assist as he said I had a clear argument. There is no defined escalation procedure and they were unwilling to help. If you want Home cover, there are many other firms who are much better and cheaper than Your Repair !!”
Hi Mike,
I am sorry to hear you’re unhappy with your recent experience with us. We do aim to assist with all claims, however occasionally there are things that aren’t included under our plans, as it would seem has occurred in this particular case.
Upon further investigation into your account, I can see that we have been unable to continue with the repair of your drain. This has been due to non-disposable items being deemed the cause of the initial blockage issue as you have reported that you found these items in the flooding you have experienced following the weather on the weekend. I can appreciate your frustrations and I do apologise for the inconveniences you are experiencing, however I can confirm that your complaint has been actively handled and has passed through our internal complaints process. I can see that you have had a final response in regards to this matter sent to you this afternoon and we do regret that we were unable to live up to your expectations on this occasion.
Kind Regards,
Bronte
AfterCare Team
“Katie is outstanding. What a lovely personality and warm welcome. Explained the whole cover thoroughly and with confidence. She explained what was and wasn't covered and the differences between my old cover with Homeserve and YourRepair, far more professional and much happier than the people at Homeserve.
As i wanted the cover payments to come out of the bank on 1st of the Month she suggested that it would be better to have a call back on 18 Feb ensuring earlier monthly payments to coincide with all my other payments. Today the 18th Katie was off but the call was managed very professionally by another lady of equal knowledge and support. Nice one team YourRepair.”
“Very helpful and efficient on the phone.
answered all my questions, did try to suggest/sell me other items which is expected but didn't push it when I said no which is appreciated.”
Hi Rashpal,
I can see that your call was received and that we have successfully assisted with your enquiry. I do apologise if you experienced any delays whilst getting through to us but I am pleased to see that we were able to assist you.
Should you require any further assistance, please don't hesitate to get back in touch.
Kind Regards,
Bronte
AfterCare Team
“My advice would be NEVER to take a policy out with Your Repair. Those people who have already taken a policy out, beware to read the small print very carefully as they will find any excuse to reject your claim. You would be better to have no insurance at all and pay reputable tradespeople as situations arise. I am paying a lot of money for 2 separate polices and have had two reasonable claims rejected. The first we were without heating or hot water for 2 weeks during the coldest 2 weeks of the winter back in November and ended having to buy a new boiler with no help from Your Repair. Your Repair made a diagnosis of ‘sludge’ in the system, without actually assessing the system. We had an independent plumber come to thoroughly assess the system (as should have been the case with the YourRepair plumber) who found that the problem actually was not with sludge but Your Repair refused to acknowledge the report. The second was a claim for a minor mouse problem which was rejected because the mouse was sighted on Wednesday and I reported it on Saturday. I have to continue paying for these 2 policies for another 6 months even though they have failed to provide the service that they led me to believe I would receive. Furious! I was with Homeserve before and had a much better service, so will be returning to them once these policies run out.”
Dear Mrs Murphy,
We’re sorry to hear about your experience. Customer satisfaction is our number one priority and we regret that we didn’t live up to your expectations on this occasion.
The Pest Control claim which you logged was rejected in error, I can only apologise for the distress this has caused. We have now amended this so that we can complete the repair for you.
The claim previous was investigated by our engineer who has diagnosed sludge in the system, which is not something that is covered under the policy.
If you need anything further in the mean time, please do not hesitate to get in touch with our customer service team on 0330 223 4422.
Kind Regards
Karen
Customer Care
“I already am a member of YourRepair !!! I have TWO policies. I was simply upgrading one L1 policy to an L4 policy as your phone lines were unobtainable this evening.”
Hi Mr Hambling,
thank you for your feedback. I will ask a member of our Customer Service team to give you a call.
Our sales lines are open from 8.00am - 7.00pm, however you can sign up outside of those times on-line if you wish.
Please be re-assured that our claims line is open 24/7, so should the worse happen, we're here for you.
Kind Regards
Karen
Customer Care
“Been a BG customer for years but too expensive so decided to go for 3 yr deal with YourRepair. Website good - liked the photo of the people who could be dealing with your enquiry - more personal. Completed form easily. Hope service will be five star rated.”
“Previous insurer had increased there price by 25% for no reason so looked around and found yourrepair looked good and reasonably priced so joined the process was very simple and my home emergency needs are now covered. At this time I can't comment about the service but generally reviews are good”
