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“AVOID AVOID AVOID”

written by on 27/07/2015

This insurance company is not worth your time or money. I would rather pay for all of my home plumbing expenses, than have to deal with them! The first time we needed to call them, a pipe on our second level had burst and we had to switch all the water off, as well as the boiler in the middle of winter. This happened about 6pm and after being transferred around, and waiting on the phone for ages we were told an emergency plumber could come out between 1-3am. Needless to say they meant to say PM (the next afternoon) and we waited up all night. Despite many phone calls in the early hours of the morning, the customer support team only figured out the mistake at lunchtime. We had made our own arrangements by then.

They once sent out a plumber who was supposed to arrive at 3pm on a Wednesday, and (with no communication) he came at 9.30pm on the Thursday evening!

Recently we discovered a small leak in our hot water cylinder and that the house has not isolation switches for hot water - if the tank was to burst, we wouldn't be able to switch it off. It is on the top level of the house and (I would imagine) would only be in this company's interest to fix as the tank only has a few months left before this happens - leaving D&G liable. Two weeks after they sent a plumber to look at the tank, we find out (after many phone calls to ask whether we are covered - surely they know their own policies?!) that they have only just lodged a request for the report from the plumber.

They have endlessly promised to call us back. So far they have never called me, or met a deadline, and have the nerve to ask me to keep calling them back to find out if they have done their jobs yet. If they haven't called back by Friday, with a clear verdict I am cancelling everything.

For anyone lucky enough not to have dealt with them before now - don't do it to yourself. Any insurance company is better than this one!