Claim procedure is appalling!!! Be warned the cheaper insurance premiums comes at a cost
Had the need to make a claim and the customer service is absolutely horrendous. Our house was flooding, you log claim with Policy Expert it then takes 24hrs+ for the actual insurer to call you back - we had home emergency cover this was ignored and they would not action this.
28hrs later a call back, you the repeat the entire claim again to the insurer, advised that torrential rain and a roof giving way due to a ridge tile from neighbouring house landing on our roof and perforating it isn't some damage (that requires winds above 80mph) - file a complaint wait a further 24hrs for a callback. Repeat the whole thing again - then asked if we'd like to cancel the policy.
In my experience they will do their utmost to frustrate you, speak to you in the most patronising tones, not call back and delay until you give up. 23yrs I have had home insurance, never once making a claim. I have spoke with 2 other insurers had we have been covered with them they would have sent out a roofer to make an emergency repair and then once quotes obtained would have repaired the roof. We have been left £2,400 out of pocket by choosing this company and are now pursuing them through the insurance ombardsmen.