Absolutely awful so far! We took this policy out approx 2 years ago (after being recommended by our mortgage advisor). We have never claimed on home insurance. We had a leak in the bathroom caused by crack in the shower tray. My husband called the insurance and explained we had water come through the ceiling. He was told he had to log it on their system. And they would contact us. This was on the Monday, by Thursday we still hadn’t heard anything. I called the insurance company and I was immediately told I would have to pay excess, which we were fully aware of and that my insurance premium would probably go up next year. I was made to feel like I was causing a problem the colleague then told me that sanitary wear was not included. When we looked at the policy it clearly says it does. She told me I would need to organise a plumber to assess the situation and upload photos etc which we did and a quote. Again we did this. Nobody contacted us. So I called the following Tuesday and spoke to a lady who was a little more helpful. She said the plumber needs to put it in writing why the tray broke! I explained he’s not a detective I don’t even know why it has cracked. I explained I was surprised as an insurance company they didnt send someone out. She was surprised and apologised I hadn’t been offered this. She said she would log it and I would hear from a surveyor within 24 hours this was Tuesday it now Saturday. The colleague also said she would raise this with the complaints team. All I’ve had is a text message! Worst customer service ever!
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It is named after the town of Halifax, West Yorkshire where it was founded as a building society in 1853.