written by Fortunate1 on 15/11/2021
For over three years, I have wanted to claim twice and all they had were exemptions. Yes it says unlimited cover but it’s actually limited only to this or that. I this this is the worse insurance cover I have taken so far. The total turn away from what is clearly stated as unlimited cover is shameful to say the least. I regret taking the cover honestly but I have learnt and will write my review anywhere just to warn anyone thinking of taking this policy with them.
written by Msurizio on 18/01/2020
I would def not recommend this as an insurance , I have been with them for a while now , and during this period I hade 2 claims , small claims on both occasion they found every excuse possible not to cover the claim. Please look elsewhere as your money is totally wasted with this company
written by AndreaGallagher on 25/10/2017
Our Second only claim in 24 years on a leaking roof just renewed our policy as well .Our iwas refused no letter explaining why just a phone call from the local assessor who was helpful but couldn’t shed any light on why it was refused no contact from Santander or Aviva who underwrites for Santander as a long term customer were not impressed at the lack of customer follow up and are seriously considering changing our policy considering we just paid off our mortgage and have been consistent in our dealings with Santander
written by Pughbg1990 on 04/05/2017
Santander home insurance is first class ,i had to make a claim afew weeks ago on a house hold item ,was so impressed with the help i received on the phone ,i had the pay out with in 3 days and item replaced all with in 5 days.They deserve credit and i fully rate there cover.thank you.
written by 62Bradford on 12/04/2017
The home emergency cover is misleading. STATES covers breakdown but does really cover breakdown. Almost all boikers are now combination boilers and are linked to work together and this policy has not considered that all. I do not have hot water or heating and they have refused to solve the issue. It does not cover replacement or repair to this system. Am very disappointed,the first time I had a problem and they cannot help. Could the writers of this policy see what the standards of the boikers are these days and consider that. What's the point of this cover, I have no heating and no hotvwater
written by Dempsey1971 on 01/03/2017
on the 14 feb my house was broken into the thieves smashed my front window to gain entry setting of the alarm they tried to steal my tv but luckely my neigbour heard the alarm and called the police the police arrived and arrested the thieves The same day i rang Santander Insurance they couldn't have been more helpful with in a day some one came and assessed the window which had to be replaced Igot quotes to replace the curtains and tracks Santander insurance received the quotes and they paid the amount into my bank account I SO PLEASED WITH THIS SERVICE
written by on 24/01/2017
Got santander home insurance as advised by the santander financial adviser when I got my mortgage over 9 years ago and never thought to compare it. My next year's premium was going to be £1447.27 for the year. This is up £200 from last year. I mentioned this is passing to my sister who nearly had had a fit. On checking 'go compare.com', most quotes where between £250 - £300. I contacted satander's customer service who stated they were unable to compete with any other company but could reduce my premium to £1067!!!!!!. Needles to say I cancelled my policy and have saved myself over £1200. I thought the customer service was very poor as I believed I was a valued client and have been shocked that no effort was made to retain me as a customer.
written by Jay41 on 12/07/2016
we have been with Santander for many years without a claim yet our yearly insurance as continued to increase. I have cancelled today as even the most expensive quotes I have had are at least £250 less . The advisor on the phone made no attempt to try and get cheaper quote and just said that is how it is. I suspect they increase year on year as many people take the easy option and do not shop around for alternatives
written by munimunchkin on 12/06/2016
First point mentioned under benefits of my cover states "Emergency claims line - 24 hours a day, 7 days a week". I rang them and was told they are only a broker, they would have to pass me on to my underwriters, who should then get in touch with me in two or three days' time to confirm cover and take details of my claim!!! Useless in an emergency. All Santander is is a middleman that takes your money but doesn't acutally add value. I had NO DETAILS of my underwriters on my policy docs, just Santander. You take out cover assuming you are insured with them and their 24 hour helplines are bona fide helplines, but all you get is someone telling you you need to contact the insurers who are underwriting your policy! Appalling. I put in a complaint re misselling the policy and making a false claim of a helpline.
written by ascholey on 16/02/2016
Avoid.... Received a call asking why my direct debit had been cancelled- tried to explain I had to vacate my property urgently. The lady accused me of not bothering to reply to an email which I had never received.I even said" why would I lie about receiving it? it would of been helpful in ending my contract" She then told me there was a cancellation fee, and said " don't expect we will ever get that off you", basically spoke to me like a piece of you know what. I tried to talk but again she went on about sending a letter, and the payment due and carried on talking in the same manner as though I had no money and was worthless!!I actually couldn't believe it. On reflection, I should have put an immediate complain in.. JUST AVOID......
written by Carver181 on 09/02/2016
They tell you one thing on a phone and assure you covered, but when i been robbed and tried to claim, suddenly appeared i had to declare basically everything what was more than £350 !!! On a front page it says in big letters you are covered up to £1500 for a single item but small print says, you have to declare all items valued more than £350 , and if you haven't-you not covered. But that's not what they say when you speak to them. I was assured i am coved and do not need to declare anything!!! ... So instead of getting an answer, don't worry, you are covered, you get a polite "Im very sorry we closing your case, you are not covered!"
written by Carver181 on 09/02/2016
They tell you one thing on a phone and assure you covered, but when i been robbed and tried to claim, suddenly appeared i had to declare basically everything what was more than £350 !!! On a front page it says in big letters you are covered up to £1500 for a single item but small print says, you have to declare all items valued more than £350 , and if you haven't-you not covered. But that's not what they say when you speak to them. I was assured i am coved and do not need to declare anything!!! ... So instead of getting an answer, don't worry, you are covered, you get a polite "Im very sorry we closing your case, you are not covered!"
written by BraedonFinnegan2 on 09/02/2016
If you dont read small script and declare basickly everything you have more than £350 you will get NOTHIING when you claim. I have been told on a phone i do not have to declare as i am insured up to £1500 single iteam, but when i had to claim after roberry, they said i had to declare all and denied they had this conversation at all! They liars and thiefs! Be careful and dont be fool by them
written by Wentworthfq156 on 02/01/2016
Awful company, took 46 days for a workman to attend the property to fix a hole in the ceiling. STAY CLEAR !!!!
written by Schmitt408 on 05/06/2015
i have been with Santander insurance since January 2013 and had no problems until yesterday. In December 2014 we had a leak at the main stock-cock in our airing cupboard. I contacted Santander to inform them of this as i thought i may have to claim for the repairs on my home insurance, there was no claim though as after having a builder out to price the job we decided to pay for the work ourselves to avoid increases in our home insurance in the future. The bill was also lower than the excess we would have had to pay anyway. All was fine and the insurance carried on as usual, taking my monthly installment from my bank as per usual. Until yesterday, when i received a letter from Santander asking me to contact them urgently regarding my insurance. I phoned the number given straight away and was told that they had no details and i should phone the claims dept, which i did, only to be put back to the original lady who had now miraculously found my details! She told me that because i had reported the leak to them i had obviously had a loss at the property and that constituted a claim and although the claim was reported to have cost nothing the insurance underwriter "Integra" had now decided 6 months later that rendered us uninsurable!They had cancelled our insurance and Santander had found us another policy with a different company that was £12 a month more expensive! I struggled to understand what she was telling me as we had cost the insurance company nothing, i had paid my installments on time, and we hadnt made a claim but according to her this is a common occurance? Then she asked me to go through everything with her so she could cancel the policy, which i refused to do as i told her i was too busy as i now needed to find a different insurance company and she had actually told me Integra had already cancelled the policy anyway! Is this just a way they use to get more money out of you? Last laugh was mine though, went on line and found a better policy for a third of the price. The lady i spoke to on the telephone was rude, loud and talked over me when i was trying to question why this had happened. I would never ever use either Santander or Integra ever again
written by alisonprosser123 on 06/03/2015
had a roofer out as found a slate needed replacing,he told us our ridge tiles had moved and needed repairing,may i add he is a reputable builder,he prompted us to go to our insurer as it is wind damage,i hadn't thought to go to my insurer as i never claim.The next day my husband rang santander told them the problem upon which they said their underwriters would call us in 2-3 working days!! The next day the underwriters rang to say they were sending out surveyor to check the damage......obviously don't believe what we have just told them but hey ho come out and take a look!! The next day the surveyor said he would be round in 30 mins....ok if thats convenient for you i will fit in around you!!!! He arrived in a flash suit with a briefcase and a camera......how the hell he was getting on the roof i don't know.. He was hear no more than 10 mins to tell me he had used his wide angled lens and binoculars to check my roof and the company wouldn't pay out because its wear and tear and the wind we have just had wouldn't cause that damage as the winds have only been at max 40mph,, i was stunned actually as he hadn't even been up on my roof! obviously santander don't want to pay out and the cost of this was a mere 275.oo to put right as we had an excess of 150. Tonight i will be changing my insurer and will put my roof right at my own expense...steer clear of santander a complete waste of time!
written by 292Heath on 17/02/2015
My 12 year-old son knocked of his Panasonic LCD tv in his bedroom,both myself and my wife weren't there. I was at work and she was in the front room so we didn't see what had happened. However santander being as professional and as quick to act with a paid service,same as we've had for the last12 year's decided to phone up on 3 different occasions and ask the same questions over and over. My wife said the man that phoned was very antagonistic. I thought she was just making u up until I had the misfortune to speak to him. We have used santander for 12 years and will not be using them again. When a 12 years old boy knocks off a tv and your not there to see it you can only go by what you're being told. Not to be treat like some kind of constant insurance claimer. Needless to say both myself and my wife are far from happy with the inept service that we have paid into for so many years,and I would like to thank them for showing their true colours now and to stop me wasting anymore of my money on their shame.
written by nannysparkle on 11/02/2015
we put in a claim at the end of november as we had a leak from the bath which had dripped through the kitchen ceiling santander contacted Asprea our insurance assessor Adam Clowes handled the claim from start to finish in a very professional and friendly manner nothing was to much trouble. It was our first claim so hearing some horror stories we didnt know what to expect we are so pleased with the help we had thankyou to all concerned.
written by a6313839 on 19/12/2014
I took out a home insurance policy with Santander thinking they were a reputable company. What follows is a load of poor management and shirking of responsibility. The customer service team aren't even allowed to discuss your claim with you so you can't actually make an official complaint. I phoned up stating that my 7ft tall 80 ft long garden wall had fallen down and devastated our garden. When I got through to the claims department they had an issue accessing my file due to a correspondence address from when I took out the policy. They renewed the policy there and then so they could progress the claim (which I didn't agree to). It was underwritten by AXA but they changed it to RSA. What followed from then was 3 weeks of both insurance companies arguing over who was responsible and Santander sitting in the middle saying it doesn't involve us. Finally AXA admitted they were the insurer (obviously) and that my claim would be progressed. 4 weeks later and I have a claims reference number. Lucky me. I was then told that a surveyor would be in touch to visit the property. Nobody gets in touch and I can't contact them. Phone up Santander who blaim AXA who blaim the surveyor. Sorry, who am I insured with? Who do I give my money to? Still nobody been to see the damage and we are 5 weeks in with Christmas around the corner! Seriously cheesed off!!!
written by GlamT on 04/07/2014
The worst experience in life is to have to deal with Santander insurance. And their cover is useless. We had home and car insurance with Santander for five years. Last September, we had a problem with the house covered by the policy, so I called them. They sent a surveyor from a company called Asprea, which I learned is not, to put it mildly, the most reputable business in the trade. His usual irrelevant excuses amounted to saying that ‘You should have seen the problem coming and should have prevented it.’ Later I phoned Santander and asked if people knew what was coming and could stop it, why should they insure with you? She said: For the peace of mind! I think this was the most hilarious thing I’d ever heard and worth the whole fuss. After almost two months of calling and writing and complaining and hearing insults and insulting them, finally they agreed to a small payment which I accepted just to be rid of them. I think the company policy is to push the client up the wall so they give up or accept whatever they are paid. Not a very honest policy for an insurer. Fortunately, ours wasn’t a costly problem and I managed to pay myself and put it right, but the experience was a serious warning. I took the precaution of taking up insurance with a reputable company even before I cancelled ours with Santander. In fact, I HAD TO INSURE MYSELF AGAINST SANTANDER INSURANCE because their policy is worthless and behaviour and attitude atrocious. I went to my branch of Santander Bank to close my account and told the manager that I blamed them for introducing Santander insurance to me. He told me in confidence that the insurance section were losing business because of bad customer service and to stay alive, they simply avoid acting upon their obligation. If so, not a very intelligent policy for the long run survival of a business.
Written on: 27/11/2014
you are merely repeating my experience of this Company. I to bank with Santander as well as my home insurance but not for much longer. Their "validation " sub contractors are only there to refute the claim. The telephone calls I had all started by giving warnings about fraudulent insurance claims but, in the interests of balance, it should also warn of the ineptitude of the service they off....possibly an even worse crime. Pathetic!
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Thelevelhead2's Comment
Written on: 29/11/2016
Hi User.
Remember it's not all about getting the cheapest quote. It's about get the best cover for the best price.
Often you'll find companies offering low premiums but when you come to make a claim you'll find a high excess and a boat load of exclusions to the policy.
If you're going to shop around make sure you're aware in what you are buying.
Thanks - Level Head