Domestic & General Insurance Reviews

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“D and G repair insurance”

★☆☆☆☆

written by amandahunt2 on 14/03/2024

BEWARE … Terrible company my tumble… BEWARE … Terrible company my tumble dryer broke down on 2 separate occasions they sent engineers who both agreed to write it off. After several phone calls to there helpline based in South Africa which I might add I got cut off on every call, a month later still no solution or response, I was told me my case has been closed don’t waste your

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“Worst Company Ever!!!”

★☆☆☆☆

written by dpSalazar315 on 08/03/2024

Absolutely shocking service by this shambles of a Company, 4 weeks without a washing machine & they don’t care one single bit. Customer service is non-existent & they are so rude, as for the manager- he is on another level, getting paid for doing absolutely nothing. I am still waiting for my repair & did have an appointment for yesterday but they cancelled & now have to wait again until the 18th of March. Booked a day off work for nothing & about 100 calls or more from booking the repair to now & still getting no joy. Waiting until 9am to get on the phone to them again & complain, which I have done so many times & escalated to hearing nothing back. Honestly stay away from this company & find insurance with someone else, because your sanity will be destroyed & your blood pressure will be through the roof.

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“Never again”

★☆☆☆☆

written by Braydon18 on 16/02/2024

Terrible terrible service. Save your money, don't buy any products with them. I am so stressed with how they have dealt with my case. The service/repairs people are not very good and may make things worse, not to mention horrible attitudes. Never again.

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“NEVER USE THIS SHAM COMPANY”

★☆☆☆☆

written by Som2023 on 21/12/2023

NEVER EVER use this company, we are now considering persuing legal action for missold services. They promised us a repair service whereby if the initial repair didn't work they would send someone else out. It has now been 6 weeks and they are refusing to send someone out to fix their failed repair. On top of this they have at points tried to claim that they cannot find our payment - we've had to send them bank statements! 6 weeks in to having no functioning machine we now recieve a letter claiming it will be potentially another 8 weeks before they complete their investigation. All this right before Xmas. Absolute horrific service whereby they've essentially taken our money and not provided the promised service, meanwhile leaving us with a broken machine and having to pay extra costs out of our pocket on top of what we've already paid them. Horrible company who simply don't care about their customers and can't even out of good will follow up on their own promised services. DO NOT EVER USE.

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“Samsung washing machine”

★☆☆☆☆

written by Raiden38 on 20/12/2023

I rang them 5th December because my washing machine wasn't working, had to waiting until 12th before they came to look, they decided to write it off and I'm still waiting on 20th December for my Argos voucher to buy a replacement. This is one of the worst companies to use. Avoid at all costs. They take your money and give very poor customer service.

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“Refusing to uphold plan agreement! ”

★☆☆☆☆

written by Hallowicious on 19/12/2023

Absolutely shocking! My washing machine needs a new drum and shock absorbers. Twice now engineers have come out to 'repair' it, courtesy of my D&G plan. The first repair failed because the wrong part was ordered. The second repair failed because the 'new drums was damaged in transit and couldn't be fitted. I have rang multiple times to explain I have a disabled child who is incontinent on a night time, they don't care. After the first repair I was still able to use it, although it was loud. Since the 2nd failed repair, I am unable to use it completely and it is now considered dangerous to use. I have been told it will be at least 3 weeks before another part is in stock and can be fitted. They are happily leaving my disabled son to languish in heavily soiled clothes and bedding. According to my plan, if it cannot be repaired or considered uneconomical to repair, it will be replaced or vouchers will be issued for me to buy a new one. They are refusing to do this, continously saying I will have to wait the 3 weeks and there is nothing they can do. In addition, I rang yesterday to log a complaint regarding the shocking, degrading and blatantly disgusting behaviour and disregard for my son's well being. Instead of the complaint being logged, as requested it was simply 'escalated'and again I was told I have to wait the 3 weeks. Please understand, if I didn't have soiled clothing or bedding daily, it wouldn't be tok much of an issue.. although still not great given the faults are with them. I have yet again, today, logged a complaint and supposedly will hear back from their complaints team by the end of the week. I am also going to raise a complaint with the FCA, regarding their conduct in upholding their agreement, as outlined in my plan documents.

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“I have had a policy with D&G for a good few years. I...”

★☆☆☆☆

written by osBanks315 on 17/07/2023

I have had a policy with D&G for a good few years. I had call out's in the past, with engineer having no problem finding me. I rang on 13/7 to request call out and told by hotpoint they could not log the call out as my eircode and surname did not match. This incompetence is with D&G. I lodged a complaint on 13/7 Rang again on 17th July and told no complaint was lodged. Finally spoke to someone senior and when I outlined how frustrated I was with their service she hung up on me. Do not waste your money on this company, better off to save it and pay the engineer if something goes wrong. I had to pay a local guy to come fix my machine for me.

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“They took money from my bank for a washing machine...”

★☆☆☆☆

written by Garrett160 on 14/07/2023

They took money from my bank for a washing machine AO.COM never delivered. Between D&G &AO they have passed the buck back and forth, both refusing to return the stolen funds and AO refusing to refund the money for the washing machine. In total between them they have approximately £900 of my money. They work together to take from members of the public. I am poor and have had troubles with my health. They have been a major cause of that. Do not use this company. You will notice that they are the only insures offered when buying any appliance. 

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“]”

★☆☆☆☆

written by veryunhappyconsumer on 06/07/2023

Very happy to take your money for a supposed next day repair to a fridge freezer but when they can’t get an engineer out in within a week then they don’t want to give you your money back? Shocking customer service, if you can’t supply what is ordered then a refund should be a given not something you have to raise a customer dispute over, go through some kind of mediation process and make numerous phone calls about. Then they want to send a cheque? what century are we living in? Avoid this company, they cannot deliver what they promise. They were shocking 10 years ago and clearly haven’t improved at all.

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“Stress ”

★★☆☆☆

written by Jakobf375 on 07/06/2023

I'm sorry but with the stress that D&G has caused me, I'll not be renewing the policy and will cancel everything with them. I am so disappointed, let down and frustrated with the service received that it has caused me great stress and anxiety. I don't want to detail everything in this review except consider everything cancelled immediately. Dreadful company

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“Awful service”

★☆☆☆☆

written by 477O'Grady on 05/04/2023

Domestic and general is a out right sham we had a wall oven under warrenty that took over 9 months to be found unservicable and then said it still on the first ticket and we will not replace it on a first ticket and then canceled the plan on me. I sat with out an oven for 9 months for the company I paid to say none are not fixing it. I was told when purchasing the plan that if they could not fix items they would be replaced and and by 2 other associates on follow up calls so they blatantly misled. They are a trash organization with awful customer service.

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“boiler insurance”

★☆☆☆☆

written by Hudson472 on 24/03/2023

Extremely poor service. Scottish Power insurance failed to provide annual boiler service for 2019-2022 and when I requested a refund because the service was not delivered I was told over the telephone they do not give refunds that far back due to a new policy put in place. Extorting costing customers under the guise of unfair policy. Where does customer protection lie?

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“DO NOT USE THIS COMPANY”

★☆☆☆☆

written by McCormackxo1993 on 12/01/2023

DO NOT USE THIS COMPANY: Domestic and General Unless you enjoying psychosis inducing levels of non-existent customer service. You'll be told that the service it outsourced to a contractor, the contractor will tell you to call Dom&Gen and back and forth you'll go. Their WhatsApp system will wish a good day and do absolutely nothing to help. You'll be given telephone number after telephone number after telephone number. All of which start with a minute long pointless message about not leaving fridges in a garage (??) before the 20th century telephone directory of option after option after option, of course there's the 30 minute wait time, then give your details, again, be passed to someone else, give your details again, be passed to someone else again, give your details (whilst your will to live disappears)...then for the finale...our systems are down...your appointment isn't actually available for the DAY THEY ALREADY CONFIRMED. I've met toddlers who could run a better service with two tins and a piece of string. Unless you're in the market for high blood pressure and a wish to finally lose your temper after not doing so since school, avoid avoid avoid.

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“Worst service ever AVOID”

★☆☆☆☆

written by Chapmanjw290 on 12/01/2023

Had a repair man out 3 times now to repair my washing machine it's still not fixed makes an awful noise one repair man was so rude.he took off the base looked at it broke it and kicked it bk in.i pay them they take your money and are so rude he took a phone call n left.didnt clean up his mess I complained and all I got was thankyou your service is complete and praising themselves.Avoid won't be using again cancelled direct debit.

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“What's happened - Hero to Zero!”

★☆☆☆☆

written by ChrisPG256 on 10/01/2023

I have always been pleased with D&G but my recent experience has astounded me. Our 9-month-old Whirlpool Dishwasher packed up on the 22nd Dec 22, so using the App I reported the issue as programme and described fully what was happening. When the engineer arrived on 5th Jan 23, he advised that they are not provided with the detail obtained via the App for the callout. As a consequence, he had no replacement parts. He tried to book a follow-up visit but the system wouldn't allow him. I called the helpline and they would not book another visit even though the item was likely to be in stock - confirmed the next day. The next visit is on the 23rd Jan. Today I received a response to my complaint stating that the engineer identified the problem on his visit - no he didn't, he simply confirmed what I had reported via the App on the 22nd Dec. Customer Services has taken on a whole new slant of Customer Avoidance verging on contempt for the caller. Even telephoning is a challenge - waiting multiple times for a call handler to suddenly be told to go online. Up to 6 months ago they were outstanding - now they are absolutely awful.

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“AVOID! AVOID! AVOID!!!!”

★☆☆☆☆

written by Saulforyou on 22/12/2022

Stay clear of them. They take your money but go out of the way not to provide the service. They will mislead, don't show up for scheduled service appoitments, waste your time on the phone, don't call back, cancell your service without letting you know, you name it. They'll do anything possible to screw you.

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“Avoid D&G and Whirlpool like the plague!”

★☆☆☆☆

written by David_Adams on 21/12/2022

Avoid D&G and Whirlpool like the plague! I spent 3 hours trying to book an appointment through a non-existent D&G customer service team. D&G's website kept failing at the point of booking an appointment date, advising me to call Whirlpool directly, who also had a non-existent customer service team. After a bit of digging I managed to get onto Whirlpool's website with my D&G account number to book a date with their automated online service but would have to wait 9 days for an engineer. The night before the repair date I was contacted to inform me of a 4 hour window in which the engineer would arrive. 2 hours before that window i received another message that the engineer was no longer available and to rebook via the website, the next appointment not being for another 14 days. More unsuccessful attempts to contact a non existent customer service team has followed. I always suspected insurance schemes were nothing but a way to take peoples money without providing an actual service, but this really takes the mickey! Absolutely awful!

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“Washing machine broke, 2 ill children, D&G no help”

★☆☆☆☆

written by tristanperry on 24/05/2022

Our Beko washer dryer broke down in the middle of a wash, trapping our (wet) clothes inside. Despite D&G knowing that we have two unwell children (a 1 and 3 year old), they have been quite unhelpful so far. Basically after the machine broke, my wife rang Domestic And General to book a repair, but the call handlers kept transferring her call straight to Beko - even though it was out of warranty with Beko (that's why we had a D&G plan, after all!) Beko kept saying they couldn't help, and we kept going back to D&G. Eventually the call handler gave us a manual reference number (along with also speaking to Beko on our behalf). At one point, we had an incoming call which the call handler told us to accept. The incoming call turned out to be an automated survey, so we hung up and went back to the call with D&G - only to find out that the D&G call handler had immediately hung up the other end. They made no effort to ring us back. Later that day, we had a call from a Beko engineer saying that the repair had been "partially booked in" and he could attend in the morning, which was positive at least. We assumed that D&G had gone ahead and booked in the repair anyway. He attended, but couldn't repair the machine. He said he didn't know what was wrong with it, and would have to order some parts. He couldn't say if those parts would fix the machine, nor how long it would take to come back. As a result, we rang D&G and explained that we have no working washing machine and two young, unwell children. The first woman I spoke to didn't really seem interested, and just transferred my call to a third part company. The phone line kept saying "we don't recognise your plan" over and over. I rang D&G back, and spoke to someone who was a bit more helpful. She understood that our washing machine doesn't work, that we had two young children, and ideally we'd like a replacement machine (or a fix ASAP). She did, however, say that D&G had no record of our repair - even though they arranged it the day before! She said that she logged a complaint for us, giving us a complaint reference, and assured us that someone would call us back in "24-48 hours". It has now been 96 hours (i.e. 4 days later), and we still have not had a reply - despite D&G knowing we have no washing machine, and two unwell children. I have tried chasing D&G twice via their website, but not heard back from these attempts either. We have a few plans with D&G, and right now I don't see any point in them. Their staff seem to just transfer your calls to random third party companies who refuse to help, and D&G don't reply to complaints in the time frame they promise.

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“Stay away from this company ”

★☆☆☆☆

written by dramharak on 19/05/2022

one hour call and 11 transfers and no resolution, 2 months without my fridge. This is nothing but a headache. And its impossible to cancel

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“Appalling service”

★☆☆☆☆

written by Torresbv304 on 15/03/2022

I would not use their services even if they are paying me to. Extremely poor service and their customer service teams are even worse. Disrespectful with no regard for customers. Avoid as the plague!

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Asked by cdsane37 on 31st January 2017 Report this content
How do I end the contract?

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Answers (1)
Report this content Blackgun Written on: 01/02/2017
First of all If you have taken out the insurance with D&G you have entered a contract and as such you must end the contract according to the terms of the contract. I know its in small print but you must read how to end the contract In my case I telephoned their customer services (which took ages to speak to someone) and told them I was ending the contract, following that I wrote a letter to them (stating the time and date I telephoned them and stated that this was written conformation of cancellation), at the address provided so I had a paper copy of my communication. This gives you the confidence that should you find that you are still being charged by D&G, then you have written documented proof to allow you to claim back any monies which they have charged. Hope this helps.
Asked by francesparker18 on 11th July 2014 Report this content
I have a Domestic and General warranty. My freexer broke down nearly 3 weeks ago. The engineer says it needs new parts. Two weeks and still no part. They are saying they are having a problem, as it is coming from Turkey. Where do I stand?

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Answers (4)
Report this content djonston Written on: 14/07/2014
Hi, very basically check your insurance documents to see what you are covered for. Most, if they can not repair it within a reasonable amount of time then you are entitled to get it replaced. As I say. Check the documents. 3 weeks however for a fridge freezer to be repaired is not a reasonable amount of time. Hope this helps.
Report this content jimmypunter Written on: 14/07/2014
They are offering to get it fixed but to wait that amount of time seems a bit much. You need a fridge in this weather and at all other times. My BEKO fridge was made in Turkey but you'd think there would be spares in the UK for it. With DHL and the like delivery from Turkey can be done in days, not weeks. I'd call them and put all that to them, regards, JIM
Report this content Lakesideaudio Written on: 14/07/2014
If you are covered to have a replacement in the event that they can't repair it, stand your ground and demand a new freezer, don't let them mess you about and if you don't get what you are entitled to, escalate the problem to the top. The claims department will do all they can to get out of giving you a replacement. I just found this email addy In my list of emails back and forth to D&G, if the claims department don't help you contact the customer care team.
Report this content Colinjellis Written on: 31/01/2017
I would agree with others check the contract ,then in my experience don't give in to the sales rubbish they give you.I had a similar experience and it took 3 weeks and I eventually got a new fridge freezer. Then don't fall into the trap of continuing the insurance on the new fridge freezer. average life expectancy should be more than 5 years, by the time you pay 5 years worth of insurance you have paid a lot more than a new unit. They are a shower, the service is terrible, the staff often are arrogant .They are not value for money. better to put a small sum away and if it should go wrong you can immediately get a new fridge freezer. when you claim from this mob it takes weeks to get it resolved its not about service with them its how cheap they can get a replacement, service to the customer takes second place.
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Asked by sammy21 on 23rd January 2014 Report this content
Does Domestic and General Insurance cover like for like on cookers over 8 years old if broken ?

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