5 Star Defacto Rating ~ I dont think so !

I moved to Halifax home insurance over a year ago now after visiting the bank about another issue.After speaking to a member of staff who enquired with me about my home insurance and who i was with,they persuaded me to take there home insurance out as they were alot cheaper and had a five star Defacto rating.The pros sounded very good so i took up the offer.Having paid the direct debits for all this time and without any claim,i had an issue with my door locks.i'd gone out and locked my door and on coming back i found the door wouldn't open and i couldn't get in my house.The top and bootom of the door mechanism unlocked fine but the middle mechanism wouldn't unlock so i contacted the insurance thinking they would send someone out to help me in my hour of need.The lady said it was caused by wear and tear and i wasn't covered and said it clearly states this in the policy.I said i wasn't satisfied with her explanation and asked to speak to someone more senior.A team leader then came on to explain the same thing but did put me in touch with a different department and because i was with ultimate rewards,she said they would help upto the value of £250 .
I wasn't satisfied with her answer.Firstly,how could she say that it was wear and tear from the other end of the phone without even seeing what's happened. ## i'm so called covered for accidental damage ## She said that it doesn't come under "accidental damage" therefore i wasn't covered .
Quite frankly,i'm disgusted.Heres me,paying my house insurance regularly,with no claims and thinking that when i do need help,they'd be there for me.I was stuck outside and could not get in ,i didn't know what to do.Finances being tight i couldn't just afford to get someone out to fix it with possible large costs being involved so i rang a friend who came out and temporarily resolved the issue.I was just thankful to get back into my house.

Now the Halifax will say,it's all clear in your terms and conditions what i'm covered/not covered for,but how can a telephonist at the other end of the phone say,it's wear and tear.She was obviously making assumptions as to what the cause was so dismissed me. When you take these policies out with companies,they are fine and dandy to collect your payments ...but you make a claim and they are quick to dismiss anything they can.

I have complained to the lady "team leader" i spoke to.She said it has already been put through as a complaint and will be looked at within the next five working days.
I can get in and out of my house now,thanks to a very good friend,but it was no thanks to the 'HALIFAX HOME INSURANCE'.
I will consider my options in the future,despite whatever they say about "wear and tear" .
All i can say and the way i see it is,they were no help to me when i needed them.