Covid-19 lockdown: a customer's claim experience

Kirsty, a Complete Home Emergency Cover customer, from Essex recently had to claim and talks about her experience below:

“Due to the Coronavirus crisis and lockdown, my husband, son and I have all been staying at home a lot more than normal; not to mention, money’s tight as I’ve been furloughed.

The last thing we needed was for our only toilet to start leaking and I couldn’t have been more stressed, wondering if someone would even be able to come out to have a look at it and if they would come out, how long it would take them to get to me. Not only is having a working toilet essential, but I was worried about the potential for water staining too and how much it would cost to fix!

On top of all those worries, I was concerned about allowing someone from outside my family into my home too, especially thinking about my young son.

I got through to someone on the phone much quicker than expected when I phoned, and they put me at ease straight away, explaining that Home Emergency Assist is still responding to emergency claims, including things like your only toilet not working – luckily for me! They talked me through the process and asked a series of questions about the health of the people in my household and explained that they ask their engineers the same questions to make sure everyone is staying as safe as possible in the circumstances.

It only took a couple of hours before the engineer arrived. He was wearing PPE on his arrival and only brought in the equipment necessary for the job. He was also very thorough in washing his hands (both during the appointment and just before he left). I didn’t have to sign anything either – he just asked for our agreement that we were happy with the work carried out and signed on our behalf.

I felt awful that I couldn’t offer him a cup of tea, but we stuck to our 2-meter distance – and most of the time stayed in different rooms.

Thankfully, the problem seemed quite straightforward to fix – we didn’t have to wait for parts to be ordered and we had a functioning toilet within 3 hours of the original phone call taking place. He then finished by wiping down all the surface with anti-viral wipes. Couldn’t be happier with my experience. Both the lady on the phone was polite and reassuring and the engineer was friendly and knowledgeable. Thank you, Home Emergency Assist!”

Don’t let a plumbing mishap disrupt your day! Check out our plumbing and drainage cover, or take out a Complete home emergency plan for total peace of mind. Get a quick, free quote online to keep your water running. Or explore our full range of plans, including boiler and heating, and appliance cover.