God save us from CET

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EgriJ's review of More Than Home Insurance

★☆☆☆☆

“God save us from CET”

Written on: 08/01/2018 by EgriJ (1 review written)

I have my house insurance with MoreThan,part of it is a Home Emergency cover which I took out because I thought that in an emergency I would not know how to get hold of help. I still do not know because what I received from CET, the subcontractors to MoreThan cannot be called an emergency help.

My boiler broke down in September because,as I discovered, an old main gas pipe lets water in which eventually finds is way to the boilers in the street.It took CET 11 days NOT to find the cause which meant that I was without heating and hot water all this time.In the end I called out Worcester-Bosch who found the fault in less the 15 mins.

Next instance was some months later and although Cadent (National Grid to you and me) cleared the pipe,the boiler still refused to work.We were by now in November and I had to heat the house with fan heaters and the only way to get hot water for washing was to boil kettlefuls of water.

A fortnight went like this when Worcester Bosch came again and in less than 10 minutes established that water got into the pipe between the meter and the boiler. The responsibility of Cadent stops at the meter.It did not occur to any of the numerous engineers from CET who visited my house.

I could say that MoreThan's Home Emergency cover is a joke except it is not.The total ignorance and lack of skill of the engineers is danger to life and limb. Why MoreThan does not take it seriously is a mystery to me.

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Asullivan98's Response to EgriJ's Review

Written on: 20/01/2020

I totally agree with this review My insurer, Churchill, sells home emergency but it turns out this is provided by CET and Churchill appear to have no link with the company afterwards ie in terms of accountability / monitoring service standards.

CET appear to have no tracking/chasing system in place when jobs are logged and to hold the trades (local contractors) to account so as the customer you have to keep calling to find out what's happening and to move things along. They do not appear to have any meaningful service level agreements with the trades that they use - although there is mention of 3 working days, I was told this is not guaranteed - so this is worthless, the trades can do what they like.

Nearly a week on, in freezing weather and off sick at the moment, I am still sitting here with no heating/boiler and no confirmation of when it will be fixed. The same happened in December when it wasn't fixed properly - I kept having issues after this until it went off completely last week. Although I logged a complaint through one of the advisors in December, I never heard anything back. I have done the same this morning but am not hopeful of a response.

What is laughable are the false claims on CET's home emergency page on their website about service, speed and quality of service. I do feel sorry for some of the customer service advisers who try to help and have to try and deal with these issues. At the end of the day, responsibility lies with management who really need to do a thorough overhaul of their processes, chase system and service level agreements.

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