I took a boiler cover last year. I called them up about radiators not working problem. Lady on the phone didn't ask me all her checklist questions which included the pressure on the boiler. She asked me to pay £95 as an excess on the cover which I paid. When Engineer came, he was in hurry and was not interested to investigate the boiler. The moment he checked pressure below 1, he increased it and stated that my boiler doesn't have any problem. Left the property. In few hours I found out that radiators are still not heating up automatically (i have kept them in contact on). I complaint again but to my surprise I was told to pay security fee of £50 as engineer reported that we didn't have real breakdown. This whole episode was a shamble. Their mistakes are: 1. Customer Service doesn't ask checklist questions properly and miss the important questions which could have set the pressure in the boiler. 2. Engineers are not interested for part change. Eventually I found out that my diverter valve is not working hence heating comes only if you reset the boiler. 3. £95 paid as an excess was not value for money as my boiler has not been rectified. 4. Asking further £50 on top of it to resend an engineer for the existing claim is a fraud.
Please stay away from them. Despite my complaints and to share it with their social media team, I haven't got my refund. I would like to cancel this policy ASAP.