My boiler broke down just before the new year, with water leaking out from behind the water pump. Trying to get this resolved with Admirals Home Emergency Cover has been a nightmare. They subcontract this service to third parties, who subcontract this service to third parties, who subcontract themselves, and so on...
It took me four separate assessments (and over a month of not heating or hot water) to identify and "fix" the boiler. But in the process, they broke the flue, causing gasses to leak into my house once the boiler was finally operational. They refused to attend before I got the gas board to isoate the supply, then refused to come out because their engineers were NOT GAS SAFE REGISTERED and so couldn't turn the gas back on to test for leaks.
Because of the damage caused by their engineers, I have ended up having to buy a new boiler. Combined with other damage caused while the engineers were visiting, and from the incredibly slow resonse times I have experienced, Admiral Home Emergency Cover has actually put me in about £4K of debt.
Compounding all this is their terrible customer complaints procedures. The only way to raise a formal complaint is by letter or email, you cannot speak to a complaint handler directly. It took them fifteen weeks to respond to my initial email (the FCA maximum is twelve), and they are yet to respond (five weeks later) to my almost immediate response highlighting where they had misrepresented the facts of my complaint.
I have been an Admiral customer for many years, but this experience has thoroughly soured my good sentiment towards them. This is not what you expect when you buy insurance. I reccomend you AVOID AT ALL COSTS.
Reviewed on: 17th May 2023
