esure Home Insurance www.esure.com Review

Wish I had read the reviews about Esure before renewal our Home Ins with them. Our experience of claiming on the Home Emergency cover is very similar to other contributors here. We did not have to make any claim last yr but at beginning of Sept the boiler played up when we just wanted to get some hot water - it started ok but few minutes later it stopped and kept doing even after reset so we called Esure. A company called GAS Ltd sent a man who did not even bother open the boiler cover to check, said the boiler operated normally it stops because it reached the temperature. We told him it was not like that before and it should not do that when it's only just been switched on after a few minutes. He put the boiler on and as there was no flashing red light or fault code showing, he concluded nothing was wrong with the boiler. A week later the boiler stopped with Flashing red light and code F13. We had to wait a few days for Gas Ltd to send someone who said the burner (combustion) chamber seal needed replacing as gas was leaking from it. More waiting for part and then man showed up with an inner door seal and took couple of minutes to change. When queried,said that was what he was told to do, knew nothing about burner seal being the problem. Of course boiler again showed the same fault code. More waiting for another man to show and said the PCB needed replacing and he would do a report to Esure. After no news for two whole days, chased Esure told they only just approved job. Another two days, phoned to find out when job likely to be done, now they say we have to pay excess of £250. Where did this came from? The did not even bother tell us until we called. They said the contractor had carried out repairs and the maximum cover value had been exceeded and so we need to pay excess. We challenged this as no job was done as far as we are concerned, they replaced the wrong seal. Esure insisted that the contractor had already replaced the PCB and if boiler still not working we have to pay. They won't accept our dispute that no PCB had been replaced, GAS Ltd had not come back since they said it needed replacing. My mum is disabled with severe mobility difficulty and other issues, without hot water and heating her health will be affected. Esure did not care. Now we will have to get another company to fix the boiler but we are not letting this matter rest. We think that the contractor is defrauding the customers by claiming payments for work not done but we do not understand why Esure is not taking any notice, We have e-mailed the CEO, depending on if he will show any interest, our suspicion may not be just that. Imagine if they get every few customers to pay the excess, that will bump up their profit no doubt.
If I can give a negative star I would. Never again Esure, you've not only lost us as customer after this policy expires, you have lost many other customers too.