Better Home Cover 

Dan was clear, friendly and to the point.

Called BHC for the first time when our toilet was faulty - got through fairly quickly (this was about midday) and I had a plumber booked to arrive between 2-4pm same day. Was great, issue resolved so efficiently!

Excellent Customer Service, prompt call back, with friendly advice, and quickly set up a new policy.

Just a brief update in response to Natalie's comment that Betterhomecover have tried to get in touch with me regarding my complaint. I have checked my phone log and cannot find any missed calls from them. I also cannot find any responses to my emails copied or sent to their 'mads', 'emilie', or even 'resolutions' addressees, so not sure exactly when and how they have tried to make contact, apart from the initial email acknowledging the complaint and promising to 'investigate' and report back within 4 weeks. I am happy to share my logs, and yes, I have checked my spam folder too!

I am writing this as I have been invited by trustpilot to update my review based on Natalie's comments.

As far as I am concerned, based on my experience to date, I feel I have been overly generous with my rating, and can see no reason to change it further. I subscribed to this service based on previous reviews, and disappointingly for me, it appears the response to their services is random and appears inconsistent.

As a Landlord, I subscribed to their premium service for the cover described extensively on their website, and in their terms and conditions.

However, 5 months later, my tenant reported an issue with the boiler pressure, which he could only rectify by re-pressurising the system. If he had not known that, he would surely have had no hot water or heating as the boiler would not have worked. This was clearly symptomatic of a leak somewhere in the system, which if unattended would inevitably lead to a complete breakdown, possibly resulting in a more expensive resolution. Furthermore, the boiler had only just been serviced by their appointed engineers 3 months earlier.

Despite the fact that this issue was covered under the terms of the policy concerning leaks in the central heating system, I was surprised that my claim to have someone attend the property was rejected. What's more they jumped to the conclusion that the fault was with the boiler. NO EXPERT PROFESSIONAL was even sent to the property to assess the cause of the problem. Better Home Cover mislead the readers in their claim that they will send out the relevant expert in case of a problem.

I was extremely disappointed.

I lodged a complaint, and despite that, have still not had a response.

I ended up spending more of my time dealing with contacting local trades, and had a plumber visit the property at my own expense. They found a leak in the central heating system, that caused air to get in and which led to a loss of pressure in the boiler. All of this risk is supposed to be covered by the policy.

Now I have a battle with Better Home Cover to refund me my subscription in full as they failed to provide the service, and frustrated the contract.

This issue closely followed administrative errors when I first subscribed as a new customer, and then again 2 months later they debited my account twice in a month without telling me.

All the time, I have to send repeated emails to get any response at all.

The whole point of the cover is to have peace of mind that an expert will be sent to deal with the issue when a problem arises. This has been a waste of time and money, and potential customers would be well advised to keep away.

One of the best customer experiences I have had in terms of customer servicing, professionalism, service delivery time, and customer satisfaction

A pleasant chat with explanations and then a smooth easy purchase. The agent reminded me that I had a discount and applied it promptly.

Thank you for helping my tenants while I am living abroad! Highly recommend, making it easier to be a landlord.

I called because my boiler was leaking and the engineer found another leak. I am glad I took out insurance with your company
- Oliver

No-nonsense service for which I am appreciative. Rare in today’s world! - Mika

Engineer was professional and polite. Knew exactly what to do. Thank you - Marisa

Totally disappointed and do not recommend to anyone.

I’ve just renewed with Better Home for my second year. Very very happy so far

Amazing Service during Convid! Pleasantly surprised at speed, concern and professionalism. Thank you

3 or 4 times appointments changed.
Once even didn't phone

Buying the cover was fine. However, trying to arrange a service for the boiler was a nightmare. It took at least 3 months and numerous times of me chasing asking for this to be done. When dates were booked in, they were booked in direct with the tenant and I was never kept informed of when that was. Even when the tenants cancelled because it wasn’t convenient I wasn’t informed and kept up to date so I could sort this being rescheduled. Even now I still don’t have the certificate confirming the service was carried out and have again chased this on numerous occasions. It doesn’t leave me much faith if anything were to go wrong with the boiler and I needed someone to come out to assist. Very poor communication. I won’t be renewing the policy with you again next year.

Had a drain block issue.. sent the experts in to fix it. 1st time fix.

We had a loss of heating in our rented apartment which was sorted by the engineer’s quick visit to the property

From start to finish the cover I received has been 'poor' at best

In the current circumstances I appreciate that things are not always straight forward, like getting a tradesman out and taking longer to answer the phone etc

But the basic level of service has not been what I expected - making so many silly errors in mis-communication which should of been avoided

*Not getting the gas safety when they said I would have it
*Tradesman not showing up because the job 'mysteriously went onto another system'
*Not passing on tradesman job details when asked
*Not ringing back when they said
*Not finding a tradesman for my claim
*Being very slow in what is supposed to be emergency situation
*Never sending over the claim back form which again they said they would and never did

Unfortunately I could go on.

The whole point of this insurance is to take away the stress of an emergency situation - unfortunately in my experience it has just added to it