halifax home insurance review

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Average Ratings

Customer Service	2.3/10
Value for Money	2.1/10
Reviewer Rating	2/10
Overall Rating	2.1/10

20% Recommended5 out of 25 Reviews

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By tired and frustrated on 2nd Feb 2007

tired and frustrated's Ratings

Have you made a claim	Yes
Type of Cover	Buildings & Contents
Customer Service	0/10
Value for money	0/10
Overall value	0/10
tired and frustrated's recommendation

Good Points

Struggled with this one and honestly cant think of any

Bad Points

Poor communication between third parties (surveyors etc), confusing and misdirected automated answering service, 24 hour emergency cover that isn't 24 hour and doesn't cover emergencies, long, long delays with claims.

General Comments

My roof was badly damaged in the recent storms and after leaving a message (because they were inundated with calls and had switched to an automated claim line) I had to get a temporary roof cover to protect the rest of the property. I tried again the following day. Managed to speak to someone (after 17 times of telephoning) who said that they would send a surveyor- he came 6 days later and said that he would e-mail the report back immediately. Contacted Halifax every day for 5 days - still no report. Two days later at 4am the part of the roof collapsed- we just managing to escape without injury - very shook up, I contacted the 24 hour emergency line. She said that they couldn't send anyone due to health and safety restrictions! - could I call back when the main office opened at 08.30? I explained that I was in fear of the rest of the roof collapsing and should I call the fire brigade? - She told me that she was not sure as she only did sales! There was no one else available for advice and as I was on the phone another part of the roof collapsed- ring back during office hours were her further pearls of wisdom.
I rang back and they said that a roofer would come out that morning- 2pm still no sign so called them back- she phoned the roofer and he was currently on a roof (surprisingly) and would come when he finished that job. At 5 pm still no roofer- called again and they said it was unlikely that he would come now- they called him and he said it would be 2 weeks!!!!! After much discussion they told me to get the work done and they would pay me once I a sent the invoice- I asked to speak to the manager as was concerned that they could not verify it without the report- he phoned the surveyor who said that the report was not yet complete and the manager told me that because of the delay and 'messing me about' that he had verified the claim less the excess and just to send an invoice for the work. They took my bank account details so that they could reimburse my account and there was light at the end of the tunnel- or so I thought. I got a buildings company out 2 days later to fix the roof and then faxed the invoice as requested. 10 days later I rang to see why my account had not yet been credited. They told me they were sending a surveyor out to assess the damage! I went through the whole drama again and he said that they still hadn't received the original report and that there was no record that my claim had been verified!!!! 'We would not verify a claim without a report would we?" After much heated debate he contacted the surveyors who e-mailed him the report and as it was 'inconclusive' ??? 80 mph winds and much TV coverage obviously not convincing enough- they decided to verify the claim.
I am appalled with the shoddiness of communication, the poor advice and lack of interest that was shown to me. Hence have cancelled my policy with them in favor for one with good reviews.

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