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Karra H

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Review of the Privilege, Home insurance:

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Disappointing emergency response

Disappointing emergency response—resolved by my own plumber I contacted Privilege after water started coming through my ceiling. We had to turn off the mains supply, leaving us unable to use water normally at home. Initially, I was offered an engineer several days later. After I challenged this, an engineer attended sooner, but told me he was not a hot-water engineer and could not deal with the suspected issue. Privilege then said it was waiting for his report before confirming the next step. With the problem still unresolved, I contacted a plumber I already knew. He identified failed washers at the hot-water pump and repaired the leak. Everything appears to be working properly since the repair, which is a huge relief. However, I am disappointed that I had to arrange my own plumber after seeking emergency assistance through my insurance. I expected an appropriately qualified engineer and clearer communication about what would happen next. I have raised a formal complaint and will request reimbursement of the repair costs. That remains outstanding. I will update this review to reflect how Privilege handles the reimbursement and remaining water-damage claim. Reviewed on: 8th September 2026

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