Had a leaking toilet and called Homeserve to get it sorted under my policy. I had read the T&Cs and was confident I was covered. The plumber they sent correctly diagnosed the problem but said he needed to check with his office as the SVP was asbestos and was unsure if the connection to the shared drainage (I live in a flat) was an issue. He left and I subsequently got a message saying I was not covered and they wouldn't do the work. I called and asked why. They told me the installation of the pan collector to the SVP was not compliant with British Standards and the leak was within the SVP which was part of the shared drainage. The only advice they offered was call the water board or my service charge provider! I did call my service charge provider who sent out their own plumber. In his opinion, the installation was correct and compliant, the SVP was galvanised steel, not asbestos, and the leak was before it reached the shared drainage. He couldn't do the work because my lease states issues with pipework before they reach shared drainage is not covered. So I went to Checkatrade and got two quotes from independent plumbers. Both said exactly the same as the plumber from my service charge provider. I got quoted £120 for the job and it was sorted in two days with excellent service. If Homeserve had done the job, it would have cost me less, but my time is valuable and I didn't fancy arguing over the phone for hours, likely to get nowhere. Because my policy was an introductory offer, and my excess terms were really low, I basically think Homeserve lied in their report in order to refuse the job as it wasn't financially viable for them to do. I will never use them again.
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