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Paul Stretton

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Review of the Tesco Bank, Home Insurance:

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Efficient, Friendly and Courteous Service

We had a water leak situated behind a tiled wall from inside a shower cubicle within our upstairs bathroom. It appears that the water leak may have been active for a long time but only became apparent when the kitchen ceiling, adjacent bedroom wall, floor, ground floor WC and linen cupboard (all contiguous to the shower unit wall) became wet. Having called an available plumber he determined the likely source of the leak (which would require further investigation) and isolated the shower water feed.. On telephoning Tesco Home Insurance Claims (we have not made claims before), we were reassured by the response by the customer handler and that we had carried out the right course of action. She immediately gave us a claim reference and authority for the plumber to carry out further tracing work to identify the leak. After several days the plumber was available to return and identify the leak, which required extensive work (cutting through kitchen ceiling, removing all tiles from the shower and lifting carpets and floorboards. Tesco Home Insurance immediately reimbursed us for the payment of this investigation work, and designated Claims Consortium Group to provide an assessor to visit to determine the validity of the claim and likely cost of repair work. The friendly and knowledgeable assessor attended within a week not only validating the claim but giving us an expert advice on what remediation work would be required. Although Claims Consortium Group could carry out the work within the costs estimate, my wife's health issues meant that it was preferable for us that we had our local tradesmen to do the work required. The remedial repair company and Tesco Home Insurance agreed to this course of action and authorised a modified claim quote payment, which we believe under the circumstances was fair and acceptable. Tesco Home Insurance and the Claims Consortium Group provided excellent advice, efficient processes and procedures throughout this worrying event of circumstances and we would highly recommend their services. Reviewed on: 12th June 2023

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