Key Connect Home Insurance

Received an email and letter saying that my policy had been cancelled so obviously rang up to check this as the direct debit was still coming out. So obviously rang to check. As soon as the guy answered he had an attitude. I explained the situation to him he was very clever on the phone saying my policy was still active so I asked why was I getting emails and letters saying I'd canceled. He had an attitude on the phone and said it doesn't matter your police is active that's all I wanted to know. I then said well can I cancel it. He said well what are you actually ringing up for you asked me to check if it was canceled and now you want me to cancel it. For someone who has a job dealing with people's quires I think it's disgusting to speek down to someone like he did he had no customer service skills what so ever.

It has taken me over a hour to sort the insurance out over the phone . All i wanted to no was that the house i live in was fully covered, buildings etc. When i was asked to be put through to complaints the girl had a even bigger attitude. When the policy runs out next year i will never use these slow individuals again. Rude, cant sort anything out and then they give you a attitude when you get cross.

I have been with these brokers for probably 5 years and for the first 3 years no problems but then I didn't claim or anything during that time. It all started two years ago when we were beginning major building work on our house. I like to do things properly so informed them of build ( thinking they'll just put a note on the system). Oh no...... Because the work was over £50k then it had to be underwritten by someone else- why do things have to be so complicated? My buildings premium then rose from £40 a month to £100 a month! The work took longer than it should have so after paying this excessive amount for 20 months I phoned in June of this year to inform them that work was complete (thinking my premiums would reduce). I was told that nothing could be done until the renewal at the end of September. Even when I remarked that this didn't seem fair no further explanation was given. So I just swallowed it until the other day when I phoned them to discuss my renewal.

Where do I start? Phoned the the other day to be told that the person in June should have removed the endorsements but that is why he no longer works for the company. However, because my rebuild is now over a certain amount then one endorsement was that my alarm system had to be NACOSS approved which it isn't. I apparently should have this fitted by 30 days after work completed- again nothing said in June. Who checks their policy details from original two years prior? I asked can it not be underwritten by other ins with this alarm and rebuild price. The answer was no!

I immediately went on comparison websites with all my details, alarm etc dozens of affordable quotes came up and I quickly went with another insurer starting that day (wasn't fully insured with my alarm via Key Connect- even though I have a few weeks left). I have subsequently begun a complaint with this company- we'll see where I get. My advice to anyone is don't always go for the cheapest and key Connect seem good enough until you have a problem so therefore, they're rubbish.

Surprisingly I was recommended this insurance company from L&G for an empty property! The service has been really poor. I cancelled the cover following sale of my property and reported this on the 31/5 going through the menu selection to cancel a policy. Details were taken and I was then advised that the info would be passed on to the relevant department and they would call me back??? No call after a week so rang again to be told that there was no record of the call and that my policy would be cancelled from that date and they would check recorded calls to consider backdating and call me back. Surprize, surprize no call... did get a letter confirming cancellation but no offer of refund?!!! Now rung to check where my refund is to be told could take 7 -10 days, explained letter was nearly a month old already. Advised that info would be passed on to team leader and would be called back..... Not sure why L&G use this company as they are not doing their own reputation much good :0D

If you like lots of hassel and like telling many different people from many different companies about your claim this is the insurance for you. All Key Connect do is sell the policy after that your on your own. You begin by reporting your claim to one company, who are supposed to pass it to another claims management company. This obviously doesn't happen because you end up reporting your claim at least 6 times before the claims management company rings you. Please note you cannot ring the claims management company direct, all you get when you ring their number is a recorded message "You were call today with regards to your insurance claim we will ring back". Guess what no call back. When you finally do speak to these people, who are obviously far too busy to talk to the likes of you and me, they send an assessor from another company to look at the damage. He then goes away and many weeks later some other call centre monkey from a claims settlement company rings to tell you that your claim has been accepted and you will be paid out. Result? not when it takes 5 months to settle a £130.00 claim.

Tried to change the address on my home insurance as I wanted building insurance they couldnt quote so I had to cancel my policy at a cost of £50. The premium was only £13 a month, but dont worry they did me a deal for £25 cancellation. I had already paid the premium only 5 days into the month and if I didnt pay they would take it to a debt collector for a few quid. Dont waste your time with these people!

My daughter opened our back door whilst out in the garden, whilst it was open the wind has blown it back and the door frame has cracked.

I only have contents cover as I rent the property I live in, however there is a landlords fixtures and fitting section that covers for eventualities to items that would normally be covered under the buildings section that you become legally liable for.

My first call to Key connect I was told that I needed buildings cover and that my Landlord would need to foot the bill

The second call I got the same excuse!

The third call after pointing out the Landlords fixtures and fittings cover I was told I was not covered the reason this time, the door was damaged by storm!

The fourth time I rang I was armed with Key Connects own definitions for accidental damage and a dictionary definition of storm damage

The dictionary definition of storm is "a violent disturbance of the atmosphere with strong winds and usually rain, thunder, lightening or snow" - well that was certainly not the case so it can't be storm damage

Key connects definition of accidental damage, "Damage caused suddenly by an unexpected event" - Now that was more like it, surely I would be covered now?

No sadly I was not, I had to escalate my sixth call to a team leader surely he would be able to identify the proximate cause of the incident, and would know the terms and conditions of the policy? Sadly not

The team leader agreed that it was not storm damage it was accidental damage hooray!, however then went on to tell me that this still isn't covered!

The terms and conditions read:

a) the cost of accidental damage to

- fixed glass and double glazing (including the cost of replacing frames)

So the reason it was not covered is the glass did not break!

Key Connect are obviously better than me because I cannot see the word breakage anywhere in the terms and conditions!

And the frames would only be covered if the glass broke, I find it astounding surely if it was only the glass that is covered then don't add the word double glazing and don't further clarify what you mean by double glazing by adding inc the cost of the frames!

I certainly will not go anywhere near Key Connect in the future, really disappointed, and now I have to wait weeks potentially months for the Ombudsmen to make a decision!

Unfortunately I have to agree with the other one star reviewers.key connect are fine till you have to claim!

Whereupon you find as one reviewer said they are brokers and you are passed from one company to another. They make it as difficult as possible to claim.

The first time I tried to claim was for a comparatively small claim and I decided in the end not bother. The second time was a larger claim but the evidence required from them to pursue the claim was so ridiculous that again I have been forced to not pursue it.

All I can do is resolve not to continue with them in future.

I would advise people to steer clear of this company.I wish I had looked at these reviews before I bought this insurance. I bought it several years before having to claim so have only recently found out what they are really like!

3 weeks after my TV was damaged, I managed to organise a phone interview to describe what had happened. After an hour on the phone (all that was missing was a rectal exam) I was then told I would have to get an engineer to write a report? Whaaaat?

I usually don't take notice of reviews, but please take note of this. It may cost a 5er extra a month to go somewhere else but it's a 5er you'll save after a claim!

Ignore the bad reviews. This company is Bloody wonderful. The person I spoke to is fantastic. Helped me throughout everything, I will stick with this company throughout all my life! SO HAPPY WITH EVERYTHING THEY HAVE DONE :)