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“Rsa home emergency insurane”

written by EmmaleeAdair235 on 14/02/2017

I'm disabled and was recently discharged from hospital following surgery, when my central heating and hot water broke down, I was left for 11 days before it was restored! To compound it, the month was January!
I contacted RSA home emergency service, when the heating and hot water failed and stated my vulnerability to them. Someone came to assess the damage 36hrs later. The engineer(? sub contracted by CET)diagnosed the problems and left 2 heaters, only 1 of which was working. He said he would contact CET on Monday with the quote, so work could be carried out., (4 days after CH failure.)This seemed to be to be a long time for an emergency service, however, I didn't realise how unrealistic, even that delay was.
I contacted CET several times over the following 7 days!
Each time I phoned, the person promised it would be actioned 'speedily' and I would be contacted. I could not speak to a manager and all except one person, refused to give their full name (saying it was the company's policy.) It was so frustrating not to be able to wash / with warm water and having limited heating. It did not aid my recovery! I was using crutches and non weight bearing on one leg, so couldn't hold a kettle of boiling water to wash, so visitors helped me with this.
When, eventually I was given information, I was told that they deemed my heating system beyond economic repair and would only offer cash for it to be replaced. (£500) (They quoted replacement of parts to total over £600. They refused to pay towards repair if I organised it.
I then organised a local plumber to repair the system. The parts and labour totalled £300. and because of all the delays it was completed after 11days!
Through making my complaints regarding the delays, the complaints manager eventually agreed to pay these costs.
This is not what I would call an emergency service and not what I've paid for. There is clearly a breakdown in communication between departments which delays any action. I've been assured that they will investigate this but I do hope others will not be subject to such poor service