Absolutely awful service.
Absolutely awful service. I discovered a leak and called to make a claim on my home emergency cover. I was told my water pipe wasn’t covered as it was part of my heating system. So I called my heating insurance who agreed to come out the following day. I then receive a call to say that the pipe was indeed covered by my home emergency cover as it’s feeding into the water tank and a plumber would attend within 4 hours. I canceled the other plumber as he coding attend until the evening so cancelled my bank holiday plans and waited for the plumber. All the while I had no running water at the point. 4 hours passed and no plumber. I call the plumber I was told was coming - they said they had let Axa know 4 hours ago that they didn’t have a qualified plumber to attend. I contact Axa who didn’t apologise - just told me the pipe wasn’t covered. After speaking to the complaints team they said it was covered and they will continue to try and find a plumber to attend and will let me know. In the meantime I could look for my own and the charge back and they would reimburse. I didn’t hear back from them and I cousins find a plumber who could attend that day. My plumber attended on the Tuesday and I completed the forms for reimbursement. The forms state allow up to 14 days for payment. 16 days later - no reimbursement received. I’ve just called again and been told they’ll email the reimbursement team. That’s the resolution offered. No apology - no let me look into this ask get back to you. This is one of the worst customer service experiences I have received and have no faith that I will get my money back.