HEA Recenzje 12 329

This company is not even worth a rating but I cannot go lower than 1 star. I bought the highest insurance cover (supercharged complete cover) with this company on the 1st Oct. 2025 paying £297. Today I made the first claim due to my kitchen sink was blocked. They sent in a very young engineer, who admitted himself he is not a qualified drainage engineer. The engineer spent 5 minutes altogether,sucking out the water in the sink with a Wetvac, but the issue was not resolved and said it needs drainage engineer to be in. However, he reported back that he suspected the issue of the blockage is oil and fat caused. Now hea customer support saying to me that as the engineer reported it was oil and fat it is a maintenance issue and I am not covered. That is scandalous as in a kitchen sink, what else do you expect to drain if not some oil and fat from washing up dishes. secondly, the engineer they sent in was not qualified drainage engineer and has not looked anything inside the drainage system, how can his assumed opinion be used as the final diagnosis and conclusion? I will have to take this to FCA for complaint and possibly further if I have to. Lesson to existing and prospective customers: Be aware of what you are paying for with this company and stay clear!

The plumber Andy was highly professional and tidy. The plumbing repair was a difficult one but Andy was tenacious in fixing the issue and done a great job

I've been using this services for many years now just renewed my policy today .l spoke to delightful agent Mark I'm not very good with my hearing having him repeat himself numerous times extremely patient many thanks Mark.

I have been in touch with customer services.The so called service comprises of a few safety checks only,taking around just ten minutes!The engineer told me he was not allowed to open up the boiler cover and that he did not do a service,reconfirmed on his report he left with me and which your customer service has since confirmed as received.The contract clearly shows that a boiler service is due at a cost of £90 so that either this should be honoured or the cost rebates as I have requested on 31 March!.The engineer did say a number of customers he had visited were equally unimpressed. I suggest you need to change your contact terms of you do not intend to properly service boilers configure as this should be carried potentially addition to any other safety checks.

On time got a phone call before hand to say how long they would be . Very polite and cleaned up afterwards

Plain English. No jargon,
efficient, knowledgeable and polite.

efficient engineer. Completed job on time.

I'm a vulnerable person with a 10 yr old daughter and wife, me and my daughter are vulnerable. They are aware of this it's on my record. We've been with them a few years never a need to use. Rang them a few wks ago because the boiler is making a funny noise it's only 5yrs old and told as heating is working it's fine on the phone. Were told not to worry claims are 24/7 yeah right. We sat up till 3am awaiting a call from an engineer as told by the emergency helpline. Noone got in touch. We rang back this morning, paid our excess which for some reason wasn't requested last night. Again got an apology and told they will look into and get someone to get in touch that was 930 this morning. It's 6pm and still nothing been back in touch same said again and an apology which sorts nothing. Not even an acknowledgement which would of gone a long way by the engineer. So I'm sat in a freezing cold house awaiting 2 operations my daught waiting on one, I'm on crutches with several disabilities left to struggle with noone giving a damn. You know how good a company is when your in this situation and they are dire. If I cancelled my direct debit they'd be in touch quicker. I dunno what's gunna go on. I very much doubt they even care other than money but I won't be making the same mistake a year steer clear because they are rubbish. I'm patient and I don't expect to click my fingers and something to be done. More engineers should be on hand and an acknowledgement call is literally two minutes. 😡. Just read the reply and it's the first I've heard from it however am grateful of how you have dealt with that so thank you for the refund. I haven't received as I write this but I'm sure you will be in touch. Thank you for dealing with so fast and putting a bit of trust back there again.

Renewal was easy and still got a good deal

trusty work people.quick very polite did the job in no time very satisfactory.

punctual, polite and efficient

The gas engineer came in the morning to carry out the service on the boiler , very professional, and detailed , and very cautious in his work, he informed us that the boiler was in great condition, and there was no need for us to worry about the boiler.

Surprised to see our policy renewed and money taken despite having policy auto renewal set to “NOT AUTO RENEW “ have decided to keep policy but will be watching next year to check it doesn’t automatically renew again

The engineer left the boiler turned off so I had no hot water next morning, I don't think he had even seen the boiler I had as he didn't even know how to light up the display

I was kept fully informed of the arrival time of the engineer by phone when there was a very slight delay due to traffic conditions.
The engineer was friendly, respectful, thorough and efficient. He did far more checks than the engineer who came last time, even checking my LPG canisters and pipes outside, giving advice on wear and tear of pipes

Cancelled policy in error, all sorted and straight forward. Customer service person was very helpful and friendly and informative!

For 2 consecutive years, I had the boiler check, they pass, and then an issue arrises within days on both occassions. The damage had caused almost 1K in repairs and home emergency assist refused to pay, but they still take the call out fees and their call out was very slow and not qualified to do the repair, which led to a very big and dangerous emergency. Legal investigation is now impending.
I highly recommend using a different company for boiler and home emergency insurance.