This time last year, when it came for me to revew my home insurance I changed from Nat West to Churchill because Nat West hiked my premiums after 10 years of paying them lots of money without ever making a claim. One month later someone tried to kick in my front door that I had paid £2,5000 for a few months previously. That turned out to be money well spent as they did not get through the front door despite strenuous efforts. They did, however, damage the door to such an extent that it required replacment. I phoned Churchill with some concern given that I had just taken out the policy with them. I have to say I was pleasantly suprised. They sent someone out to make the door safe the same night. I had to pay £90 upfront for this but it was included in the settlement value of the claim. They also agreed that the door should be replaced like for like and as it was a non-standard door made by a specialist company they did not quibble about me using the company that had installed the original door. It took a few phone calls to get things moving but the custmer service representatives I spoke to were, by and large, friendly and helpful. My claim was paid in full and I got a replacement door matching the exact specifications of my previous door. Overall, very impressed with Churchill and so an renewing with them this year despite the fact that the premiums have gone up now that I have lost my no claims bonus.

I have been 'covered' by Churchill for two years. Recently I noticed that the main soil drain for the house was blocked. This has happened before and it was root ingress penetrating old clay drains. My previous insurer took care of this problem but Churchill rejected the claim. Despite the fact that drainage is an essential part of my insurance and I was told said drains were covered when I took the policy out, Churchill will not cover this claim. I was lied to regarding what is covered despite my specific need for drainage cover. Not impressed in the slightest.
Money for nothing? Yes.

RE: Nationwide (underwritten by Churchill) home and buildings cover

I'm in the process of a claim, that was started 6 months ago. It is still to be fully resolved!

My flat was damaged as results of the flat aboves central heating pipe being damaged by cowboy builders. The result, 2 ceilings coming down and the walls and floors damaged.

I was with Nationwide, who are underwritten by Churchill, since my claim is a recovery claim it is dealt by Churchill.

Firstly, customer service is terrible and riddled with misinformation and simply put, lies! I recorded my conversations with churchill so as not to miss anything, the points made and actions required as stated by one 'claims specialist' differed from anothers. When I tried to determine who was right and what I should do, they tried to blame me for the 'misunderstanding' by stating I said things that I hadn't - I played the recording back to them and then they finally conceded that they made the mistake. A complaint was made, which apparently sped my claim along the claims pipeline- another lie!

Secondly, No information is given on how payment is to be made to the contractors, the contractors will not start the work until they are sure they will be paid - hence why my claim is still in process!

Thirdly, the time taken to deal with queries takes an incredibly long time, 6 months and counting. This and the misinformation and lies, strike me that Churchill do not apply the necessary care and diligence to have claims dealt with in a reasonable amount of time - as stated in there terms and conditions.

Fourth, they (nationwide) tried to up my premiums, despite the claim not being completed and my excess not being paid. Something I was told (and recorded) would not happen until the excess was paid and only after the renewal date. Again I complained and after over a month of 'arguing' costing over £100 worth of calls (no freephone number given) they conceded and reduced my premium to what it should be - saving almost £100 a month

In short avoid them and nationwide, it is a nightmare dealing with them!!!!!!!! There service it terrible and borders on negligent!!!!!!!

I claimed for floorboard damage in early jan this year (2011). After two phone calls when I waited 25 mins then 15 mins I gave up phoning and said I would only use email. After around 6 emails which all give an automatic response I have had no normal response to any email whatsoever. I did get a voucher for vinyl replacement fairly quickly, but can't purchase vinyl until floorboards get repaired. Now heading to 3 months without response and am considering contacting sunday newspapers for help. Never again with Churchill, definitely the worst insurance company I have dealt with in some 40 odd years of insuring property.

Had a burst water pipe over the Christmas period. Took forever to get through to the Churchill claims dept.Had an initial inspection of the damage and then a visit from Crawfords Loss Adjusters. I was told by them it would be quicker for me to send in my own quotes for repairs. I sent these quotes in and have heard nothing since.Crawfords ignore all phonecalls and emails.
Nearly 3 months since initial claim and no conclusion reached,
Wish I had read these reviews before insuring with Churchill-NEVER AGAIN!

I have been a faithful customer with Churchill for nine years and never claimed until today. I have explained my situation to them and they will not help me with my request. In a world in which we live honesty isn't a common quality but I believe that is wrong and so was honest about what happened, that my daughter kicked front door and in turn damaged it. There reply was because it was a family member that I cannot claim insurance. Although being a faithful customer for nine years I believe this is the wrong service to give especially when I have being honest with the situation. I think it is a disgraceful display of customer service and I will advice anyone thinking of taking up insurance with this company not to do so.

We had a burst pipe a few days before Christmas under the upstairs landing which damaged the wood veneer and also brought down the kitchen ceiling below it. I sent lots of photos and quotes and they said to get the repairs done and if under £1000 they would pay out in 7 to 10 days. The quotes came in at £1035 so we got going with repairs, but it's been 9 weeks and now they say they wont cover the damaged pipe or the damaged wood veneer because we pulled the boards up ourselves! How else would we have reached the burst pipe? Now they want to send out an assessor. What's the point? The repairs are completed. Might as well drop the claim and will def switch insurers.

I had the misfortune to have 3 burst pipes whilst I was on holiday over Christmas 2010. The damage affected plastering, carpets and a 10mth old leather suite. Chuchill Insurance dealt with and paid out my claim in full, in 5 weeks. No quibbles at all. First class service throughout

Pathetic service, I would not use them again. I made a claim for a faulty sewage pump which on an initial call they immediately dismissed saying it was not covered, however I had forgotten I had emergency home cover by which time I had paid out myself to replace the pump, after that they just gave me the run-around, they wrote one letter to say there were looking into it and 2 months later I had heard nothing so phone again and waited 30 minutes to get a reply, was then given another number to phone to be then told "I have no record of that here"so as I am writing this I am waiting to get through again on the 0945 number, RUBBISH SERVICE!!!!!

Never again, spoke to me like something stuck to the bottom of a shoe, and called me on 4 separate occasions to try and trip me up ! I have never been treated like this before or since, I got a new slogan for them "Oh No"

I cannot find the words to express the distress Churchill Insurance have caused to my elderly parents over the recent bad weather. A simple burst pipe has turned into a complete nightmare and because Churchill still haven't agreed repairs, has now totally ruined Christmas for them. The first estimate was rejected as being too expensive, the second, again too expensive,it goes on and on. Meanwhile, my parents are just expected to live in a cold, water damaged house, whilst they argue over £100. This seems to be a recurring thing with Churchill, no quote is ever 'cheap enough' and consequently,claims take forever, if they ever payout. My parents have been customers for a few years now, but I will make sure nither them or any friends use them again, I can only find one positive review for them and that is a person who seems pleased they rang back within 10 minutes to inform them they weren't insured!! This company is an absolute joke, someone who regulates insurance companies needs to look at his company, they just take peoples money and rip them off - total fraudsters - AVOID LIKE THE PLAGUE - i have given them one star, as the machine wouldn't allow me to give them 0.

In the autumn of 2010 I made a claim for a burst pipe in my bathroom, which caused damaged to the bathroom floor and entire kitchen ceiling. After the usual waiting in queues on the phone etc etc, Churchill were very obstructiv,they told me I was only covered for the damaged ceiling, not the damaged pipe,excuses excuses. I had to get quote after quote - none of which they approved and we were only talking £400 !! They apporved one quote over the phone, I had the work done and they refused to pay - offering £200 less than the estimate...Cowboys, avoid at all cost, after years of being a customer, I will not be renewing my house or car insurance. Tip - call their 0800 number and get redirected, don't use their claims number!

After heavy snow for two weeks, the build up of ice bought 4 sections of gutter of my house. Churchill sent a claims assessor who told me that "as the guttering had fallen off the it could not have been fitted correctly" and they refused to pay for the repairs. After 10 years of using Churchill with no previous claim I could not believe their decision. Insurance with Churchill is not worth the paper it is written on. Avoid at all cost.

We had some tiles fall off our roof called out the assessor he said roof does not comply with building regulations so would not pay out.
checked building regulations our house was built before they came out so they agreed to pay. Then eventually they sent out a sub contractor 5 weeks later he said they couldnt match the roof tiles after numerous calls churchill without any explanation withdrew the offer!!