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Review of the Direct Line, Landlord Insurance:

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Direct Line promise 4 hours I waited 72 hours

I was persuaded to take out a landlord home emergency insurance by a Direct Line Insurance advertisement on the radio promising a qualified engineer attending the emergency within 4 hours. I thought it was a good idea to give my tenants peace of mind and spent approx £ 1700 per year. In the three years I was with them I had 4 emergencies. They never turned up withing the 4 hours promise. In one emergency a tenant had notice a few drops of water falling down from the boiler I was contacted by the tenant and immediately I registered the emergency with their call handlers. I was phoned back after half an hour and was told that, they did not have an engineer to attend the job but could get one the following morning. I phoned the tenant to notify about an engineer turning up the following day and also asked them to check if the boiler was still working. They run the hot water, the boiler fired up and the running water was hot. I asked the tenant to turn the boiler off for precaution. The following day no engineer turned up at the same time the the water escaping from the boiler had increased so much the tenant had to put buckets underneath to minimise the flooding of the kitchen. I rang again to complain about the engineer not showing up and was promised another engineer for the following day. the same happened again. The engineer did not turn up! I rang again and was promised yet again another engineer for the following day. The engineer turned up that was 72 hours later from registering the emergency 68 hours later than their 4 hours promise. The only thing the engineer did was to write the boiler off as unrepairable and the reason was the electrical had got wet so I was left with a £ 2400 for a new boiler. At the beginning was only the odd drop and the boiler was still working had they come within the 4 hours the boiler could have been rescued this was said by the engineer that fitted the new boiler. Their engineer lied on the report saying he had worked on the outside flue. The tenant said that, he never went outside, it was just a way to cover their failure the company managing Direct Line landlords policies is DAS Legal Expenses while the company managing the repairs is called CET in fact CET is also dealing with complaints, they never accepts full liability they just offer you between £ 100 to £ 200 to go away the only thing they accepted is that, they have given me a below the standard service which I would describe as terrible service. Direct Line never gets involved with the complaints although they have mis-sold the insurance policy to me, shockingly they still show on the website that, a qualified engineer will attend the emergency within 4 hours. They have no shame! Reviewed on: 8th October 2024

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