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Review of the British Gas, Home Insurance:

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Absolutely hopeless

I am now on my 4th month waiting for them to repair my broken toilet. They have farmed out their claim handling to an external company who seem to be incapable of any organisation. Firstly they told me I wasn’t covered for the broken toilet on my contents insurance and only for the stained carpets. I had to look through my insurance and explain to the handler that the buildings insurance covered sanitary ware and that meant the j toilet was covered. I then got a series of conflicting stories from various claims handlers as to whether I could get my brother in law (a qualified plumber and builder) to replace the toilet only to eventually find that if I didn’t use their contractors future claims would be disallowed. They then sent out contractors to estimate just on the toilet and then kept telling me the contractors would return to look at the carpet and floor beneath. It turns out they never passed this onto the contractor handling team. I’m still waiting for the contractors to come out and estimate for entire job. And have no idea when it will happen. 4 months with no toilet is no joke! So avoid at all costs Reviewed on: 20th February 2023

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