We took out a policy on the 26th November 2021 online and this was followed up by a Saga sales agent about 20mins later to go through everything to make sure everything was correct. During this call we requested additional options including boiler and heating cover as their Home emergency Cover. I clearly remember the call and was advised it was an extra £39.99 which we agreed to. Needless to say took out the policy on this basis. Today went to put in a claim for boiler which started leaking and they said it wasn't covered, looked through the schedule and can clearly see Home Emergency is covered however not the heating and boiler or annual boiler service as requested. After requesting a copy of the telephone call with the sales agent they tried to say that seeing as it was setup online it wasnt added which is when I mentioned one of their sales agents called up pretty much straight after setting it up which is when this was added.
In short don't use this company and if you do ensure that you record the telephone call as it is very clear that they will do anything to get out of you making a claim.
Needless to say a subject access request has gone in for access to that telephone call.
Reviewed on: 6th January 2022
