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Name: Chris Clarke

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Home Insurance that doesn't insure anything and customer service to match

I am really not sure where to start really. Everything was fine with More Than until I had a bath room leak and tried to actually use the insurance. Primary issue being two fold, 1. Emergency cover doesnt cover emergencies, 2. Claims are handled by third party loss adjusters who simply dont care. 1st issue being I woke up faced with a flood occuring into my kitchen from my bathroom. I call the More Than emergency line (goes through to a third party provider). How long do you wait before you give up while watching your house flood? Needless to say an hour and a half later and I gave up to call a plumber who was out and flood fixed in under 30 mins. The issue is I asked for my £300 call out fee back seeing as I was let down by them for a product I had paid for and tried to save them money in averting more damage. I was told by a call centre jobs worth that they understood the problem and would get it sorted. Month and a half later, both More Than and the third party emergency cover provider refuse to pay my call out cost because I didnt call them first and wasnt approved by them even though for all intents and purposes I couldn't. I will admit that the morning I was trying to call was also the morning after a big storm so I appreciate they where busy. That would have been fine if I was reimbursed but I was told that was not going to happen. 2nd. Building Validation Services (BVS) are the survey/loss adjusters my claim was given to to handle. Long and the short of it is they are just that. Over a month later and I still havent been paid out because they are still trying yo argue what damage they are and aren't liable for. The surveyor was rude and unprofessional and most importantly missed half of the problems. They wont admit they are wrong but the statement of work has changed twice now to include all the hits they missed or tried to get away with not fixing the first time. Please please be aware with these people, I cant be 100% sure if its just their business strategy, fraud or incompetence but if you take their first offer it will be much less than the actual damage! The really funny bit, BVS continue to phone me and leave voucemails even though I have told them 3 times I am deaf and cant talk to them on the phone even if I wanted to! So all in all my experience with More Than has been Less Than satisfactory. Will make all effort now to avoid any company underwritten by the RSA Group seeing as they all seem to have the same customer service. Reviewed on: 15th January 2022