Put in a claim to Halifax Insurance for my conservatory roof , which according to their policy includes every eventuallity. That is every eventuality except the one in which you claim for. .After numerous phone calls surveyor turns up. Spends most of his time on the phone checking prices for his car tyres and various other car bits. To cut along story short Halifax declined to pay out as the damage to roof was not in there list of accidentental damages. Wrote several emails and eventually got a reply just stating the same that they would not pay out. I complained about surveyors behaviour that he spent most of the time on the phone making personal calls which for one his mind wasn't on the job and two it is very bad manners to make phone calls whilst on buisness in someones home. Apparently Halifax don't agree and say they can do this. I have since cancelled my insurance and gone elsewhere. I am now saving over £300pm with another much better company.
I have never received such a bad service in regard to a claim. I have been forced to undertake legal action to try and resolve this completely unsatisfactory situation.. I am very dissappointed in the lack of customer care, professionalism and bad workmanship of repairs. A job that should have been relatively straightforward to rectify has been one below standard repair after another. Overall a completely below even adequate standard.The company or representatives i have had the unfortunate time of encountering have proved to be unapproachable, dismissive and biased in their opinions or help, therefore having to resort to legal action so it does not happen to some other unfortunate person who is insured with them.I would STRONGLY reccommend to change company.Halifax in my opinion has given me the worst experience of customer care and i have not received an ounce of satisfaction and am hoping now that a legal team are involved to get satisfaction, after all i wanted was a acknowledgement and an apology.
I've had mortgage repayment insurance for the past 20 odd years and used it in 2001/2, I can say my experience was very positive, maybe they were still a building society then! When I took out my insurance originally there was no such thing as Halifax insurance, it was just the Halifax. Anyway, September 2007, I looked in danger of being made redundant again, and I called to check my details to be told I no longer had a policy. Having remortgaged earlier in the year I thought that I must not have ticked the right boxes and I'd been a plonker, I checked all my remortgage paperwork and sure enough no mention of the insurance or the separate premium for it. Just to avoid confusion I should point out that there was only ever one amount being deucted from my bank each month, so I couldn't tell from that that I had been paying the insurance. I'm not one to dwell on something like this, it's happened, get over it, move on.
However, in February 2008 I received my annual statement and discovered that I had been paying it and that I had it in place when I was made redundant. The language was choice in my house that night, in fact I had to wait a couple of days until I was calm enough to call the Halifax. I was very and I mean very angry for a couple of reasons, 1 - the Halifax had told me I had no policy and I believed them 2 - I had taken the first job I was offered after my redundancy, as financially I could afford to do no other, this meant a £7,000 drop in salary and me taking a job that I can honestly say I would NEVER have taken had I not needed too.
When I found out that I had no insurance, I applied to them for a three month holiday to give me the cushion I needed and was refused, I complained and was refused. A customer of 30 years, who'd never missed a payment, refused, what sort of customer service do they call that. Consider as well that their letter refusing me suggested I take out Mortgage Repayment Insurance in the future, hmmm., let's think, I think I might have. Their payment holiday offer is a complete and total joke, not worth the paper it's printed on.
Anyway I contacted the halifax when I was calm enough, and just as an experiment called to ask if I had insurance, a very nice man called Kieran said "no", so I asked him why my annual statement showed monthly deductions for it. Long silence ... eventually very apologetic and passed me on to placating man.
I am sure I must have some form of legal address on this, not sure what I do, or how I go about it though. At the very least they should refund all my payments for insurance when they failed to provide the service.
I have formerly complained to them, but a month on and I still have not had the courtsesy of a reply. Any ideas anyone?
Yes beware of the Halifax buildings insurance people. they sounded good but the company they sent in was not good. i HAVE MORE DAMAGE NOW THAN WHEN THE JOB STARTED. They did not do what I was told was necessary and presumably Halifax paid them for five days works when they only did just over two. They failed to do the whole job, and took short cuts on what they did do. They threw rubbish in the road outside, and I had to pressure wash the drive and the road when they had gone. They left the rooms in a worse state than when they came. Everybody says they are sorry, but no consideration is being given while they take their time to sort things out (28 days to respond to my complaint) and I live in half my house, feeling stressed to death about the other half out of bounds.
You ring them and apart from the dreadful music which doesnt even play properly you wait in the queue and then get cut off just as you are getting through. You get through and put on hold and then cut off. You go thru customer services who dont listen and route you back to where you were left on hold waiting to get through to them. Then you are told they will ring you back as they need to read the file.
HALIFAX STAFF WAKE UP, would you like you home left in a tip like this and not even know if it is going to fixed at all?
BEWARE THE HALIFAX - THEY CAN TURN A MINOR DRAMA INTO AN ENDURING CATASTROPHE!
My experience of this company has now driven me to commence the Small Claims Procedure against them (I've never had to take recourse to the courts in all my fifty years). It took them three months to stop taking direct debits from my account (via the Halifax Building Society). I had a very long conversation with their helpdesk in November 2002 when I first instructed them that I wished to cancel my payments to them. I followed by letters (which also got lost- very odd that isn't it?) and faxes to System faxes which take days to arrive (how odd I thought faxes were supposed to speed up things) followed by copies of faxes and letters to people who turned out to be not so useful but sounded as though they might be. Their response to all my hard work was to be answered by a garbled voice mail. I have yet to receive anything in writing from them in response to all my communications. Incidentally I too had to spend forever getting infomation from my ex company and the Job Centre (there is another story of incompetence) only to be told my claim was not valid as I hadn't been out of work long enough. They have as yet STILL NOT refunded me my money. I thought Direct Debit was meant to protect me? My advice is steer well clear of Halifax Insurance Ireland. I will let you know how the Small Claims Procedure turns out.
We moved to our previous home over five years ago now, and at the time we nearly doubled our borrowings, so it was quite a big decision. We decided that we would take out Mortgage Repayments Insurance to protect us against redundancy primarily, although the cover does also pay out in the case of sickness. We took our mortgage out through the Halifax, and they provided us with a quotation for their Redundancy cover. Initially, our cover was about £37, and would pay out £750 in the event of redundancy or sickness. However there was a hike in the premiums a couple of years later and we now pay £45.32 a month for the same level of cover, equating to £6 per £100 of cover. Care is needed when you take out cover of this type, and as my ex employer has just made 127 of us redundant, many people are discovering they haven?t bought what they thought they had. I know colleagues who have found they are only insured for £100, and another who is only covered for an amount equivalent to the mortgage and not the additional home expenses i.e. endowments or life cover. Your premium is quoted as a rate per £100 of cover required. With the Halifax you can insure yourself against your mortgage payment, plus an additional 25% to cover endowments etc. Our policy is only in my name, and if you put the cover in joint names, and one of you is unable to work, or is made redundant, you will only get half the insured amount, unless you pay double the premium of course, quite an expensive option. ---------------------------- Anyway time passed idly by, and on a number of occasions I thought about cancelling my cover, due to the costs involved but thankfully I did not, because I was made redundant in 2001 and again, after finding a new job, I was made redundant 14 weeks later as the company has gone into administration. So this policy has been my lifeline. You still need to pay the premium even when you are making a claim, and so my £750 was actually only £705
, net. However, being made redundant meant I was able to reduce my mortgage using some of my pay off, and therefore I was still able to cover the payments and endowments ? just. The policy is underwritten by Halifax Insurance Ireland Ltd, part of the Halifax group of companies and registered in Republic of Ireland No 323923. Making a Claim for Redundancy --------------------------------- To make a claim, you first have to request a claim form from the company. In 2001, I was able to pick this up from my local branch, along with a copy of the cover, but this year the branch told me I would have to phone and ask for a claim form. Once you get the form, you have to fill in all the salient information and the form needs to be signed by both the Job Centre and your previous employer. You are not insured for the first 30 days you are out of work, nor can you claim if you are not actively seeking work. If you received any Pay in Lieu of notice, you will not be paid for that time either. Once you have filled in the initial claim form and it has been approved, you will need to provide an AB1 certificate from the Job Centre, each month, together with a declaration that you have not worked. Once this is received it is processed by the Contact Centre in Ireland and you should receive your money in the bank four days later. You do receive a pre-paid envelope to return the form, and I always faxed mine to speed up the process also. They also have a free Job advice helpline, and this is pretty good overall. They contact you to offer assistance, and if you want to ring them they will call you right back, saving you the cost of the calls. They also send you out a useful information pack on Job Hunting in general and can do web searches, managing to uncover some jobs which I had not seen. -------------------------------- My Experiences ---------------- From the start of my redundancy in 2001, up to late l
ast year when I no longer had to deal with them, this company have been an absolute nightmare to deal with. Everything and I mean everything goes awry in the process, leaving you frantic about whether things are going to be done on time. I have lost count of the number of times I have had to telephone the call centre, again and again and again over the same issues. I will give you some examples. Claim in 2001 ? I duly got it all filled in, then photocopied it and posted it off. I waited a week, and then telephoned. Not received. Please call back in another week. I did this and told it was still not received. I said I found this unlikely as I had used their own envelope. I was advised it must be lost and I would have to fill out another claim form. Now bearing in mind I had to visit my employer and the JC to get another form filled in, you can imagine I wasn?t happy with this, as I imagined my form was simply sitting in some person?s backlog somewhere. I asked for a supervisor. On this occasion I got some joy. She asked me to fax over the copy I had made (thankfully) and she would process the claim and telephone me back. She didn?t phone back (first of many failed call backs), however when I contacted them the next day, everything was ok. Each month for the remainder of my claim, I had to complete a declaration and send an AB1 certificate in their prepaid envelope. On the following month I did this, and still heard nothing, despite the mortgage being due. I called and called and when I got someone they told me it would take at least ten days. This seemed ridiculous; I could not send a form before the 20th of the month, so how were they ever going to pay me in time to meet my mortgage payment on the 1st. Spoke to supervisor again. They agreed to do a same day transfer. I was also told if I had faxed it in, it would have been quicker. Great, I would do that in future as I have a fax at home, but it doesn?t seem very fair when many people do not have
this facility. Following month, no payment, despite being assured it would be there, and as a result my mortgage payment bounced for the first time in 16 years of having a mortgage, something I was not happy about at all. Manager this time, and she sorted everything out, and paid us the following month?s payment early! This continued for the whole time I was insured with them, and thankfully when I returned to work, I thought I could change my insurance to someone independent such as M & S; however I would have to work 13 weeks before I was able to do that. Anyway, I had a little disagreement with the Halifax on another matter, and this caused me to write to their complaints department. In my letter, which was v. professional, I also stated my disappointment with Halifax Insurance Ireland both regard to processes which were ineffective, and staff, who didn?t seem to care, blaming the mail rather than being focused on resolving the problems. I got a response from that division, about 5 weeks later, with the usual ?We are sorry, valued customer, etc and they hoped things would be ok in future?. They also asked me to complete one last declaration to close off my claim, (obviously that must have gone astray too, although I didn?t realise, because I was no longer due any payment!) Well would you believe it, the day after I received the letter, I got made redundant again, just 14 weeks after going back to work. Claim Two ----------- I have a policy booklet, and it clearly states that when someone has worked for less than 12 weeks after a claim, the two claims will be linked. What this means in essence is that you don?t have to wait the thirty day period, but as you are only insured for a maximum of 12 months, then you will only be covered for the remainder. However as I had been back to work for longer than that, then I should be treated as a brand new claim, albeit with the 30 day exclusion. You got it? Well why doesn?t the Hal
ifax then? On my first call, they told me I would be covered right away due to my temporary work. I stated my job had not been temporary, but was permanent, and I had completed more than 12 weeks, therefore this should be a new claim. Anyway the girl insisted I need a continuation claim form and advised she would send me one out. No form arrived and a week later I called once again, went through the same scenario, confirmed again that my job had been permanent, and the girl agreed to send out a claim form, which duly arrived five days later. I completed said form, which took ten days, as my employer had to send it to their administrators; then I photocopied, faxed and posted it back to HII. After waiting an age, I eventually called up, and I was advised that the girl could not access my record, as someone was in it, and must be working on it. Great, I naively thought, that is a positive sign. Anyway, I let another week go buy, and I hadn?t heard so I called again. Unfortunately I was given the ?access? story again, and I figured there must be a technical fault with their system. Unbelievably they advised that they could give no indication of when the Technical Department would be able to release my record; it was out of their hands (this was a supervisor speaking). She did ask me to fax the claim form again, and gave me firstly an incorrect number and then a number which was not attached to a fax, although I did not realise this, until I had left the fax on auto-redial for almost twelve hours. I had taken the precaution of sending the form to the Main Fax number, and followed this up with a phone call and was advised, it would then be in the system fax, and could take a few days. I asked the girl to advise the supervisor to see if she could retrieve it and call me back, but she did neither. Needless to say, the next business day, we tried again, and we were advised that everything was ok with our claim (not withstanding that the
y had processed it incorrectly, but I thought by this stage I would take that up in writing separately). All I had to do was to get an AB1 certificate and send it off, and they would send me a declaration in the post for me to sign. Great. Only nothing arrived in the post for days, and then I got a letter saying I had been declined as I had not been back to work for six months!!!!!!!!!!!!!!!!!!! BUT THE POLICY STATES THREE MONTHS NOT SIX. Shaking with fear at the thought of not having any income, I got onto the department again and after a long time they apologised and read me out another letter which was on its way out to me. I eventually received this on the 13 June, and I sent off the response by fax and Post again. By 26 June, I still had not heard anything, and this being the third mortgage payment due since I was made redundant I got my hubby to give them a call. Now he called them after 5pm, and they told him the money would be in account that day, yet two days later there is still no sign! I followed up with another letter to the HO, as they have processed my claim clearly outside the terms of my policy, and if there has been a policy change, then I have not been notified. However, this got me absolutely nowhere, as they just copied the "policy" I have bought, and the terms and conditions of it are not what I had thought I had bought. On top of that, they have been impossible to deal with, and this is not good news, when you have expensive bills to meet and no income coming in. They are not cheap for the cover, indeed Marks and Spencer?s offer cover for £4 per £100 which is 33% cheaper than the Halifax. Unfortunately for me, for the last year, my hands have been tied, as I cannot take out new cover (or even change my mortgage), while a claim has been ongoing, or during my first three months of employment. However as soon as I get a job, I will be reviewing both. I know this has been a long saga, but that
is exactly what it feels like to me. Buyer Beware, Stay away from this cover, or change it now while you have the chance! Dealing with this company has been extremely stressful for over a year now, and I think on the whole I have coped with redundancy pretty well; for a more anxious person, this could finish them off, the stress levels are so high. Unfortunately for me, my cover ran out after a few months, but I got a job soon after, and I also moved to a smaller place again, reducing the mortgage. We took out a new policy with the AA, via money supermarket.com, on my husbands income only this time, and I sincerely hope we never have to use it! NB, I havent had a sickness claim, although apart from the actual documentation that you need to produce will be different, the processes and contact centre will be the same. Helen Bradshaw
Above average overall. We have savings, investments, current accounts & insurance with them. - Advantages: Cheap, Efficient, Polite - Disadvantages: Junk mail, Try to sell over the counter, Won't give me a credit card!
Firstly, I'm not a Halifax-Basher. As a mortgage company, I've found them first-rate, very approachable and helpful if you're going through a rough patch financially. As an Insurance option for buildings or contents, though, my strong advice is GO ELSEWHERE!!! We had 2 runs of bad luck....first our garage (concrete) and field-shelter (wooden) were severely damaged by gales, then during a really bad storm, water got through a wall into our vestibule and knackered our tumble-dryer, fridge and fridge-freezer. These incidents occurred 18 months apart, but due to living in the back of beyond, we still hadn't managed to get any tradesmen to estimate for repairs to the garage and field-shelter by the time the appliances went. "No worries", think I naively, "I'll ask the Insurance company to send their own man at the same time as they look at the appliances." Well, firstly, they denied any knowledge of our having notified them 18 months ago re. the wind damage (but they insist they log all calls.....) then when the assessor came and it was found that some previous damage had been caused by mice to the appliances' wiring (they'd been working A1 until the water got in) they refused to consider the claim as it was "vermin damage" - and vermin damage is excluded. So, regardless of the fact that the "vermin" had not stopped the appliances working, suddenly they're entirely responsible, and the Halifax won't meet their obligations. As to the outside buildings, we were told initially that the damage that had been caused by the wind was as a result of our having failed to adequately maintain poor quality buildings, which judgement they made as a result of the cracks in the structure of the remaining walls in the garage, and because the field shelter was on concrete only around the edges - standard practice for many field shelters, btw. Well, no, actually - the b****y cracks were
a result of the ensuing damage while we tried to get someone to come and estimate a small (to contractors) job in the middle of nowhere instead of doing maybe 3 nice fat-cheque jobs in town in the same time it'd take them to do our one "little" job. At the time of writing this, we have had only one letter from the Halifax, incidentally; everything else has been done over the 'phone, at my instigation. I think that alone is entirely unsatisfactory; especially as I am about to refer the whole sorry case to the Ombudsman and would have liked to have more in writing. The Halifax (who don't actually run the insurance themselves, incidentally, it's some other company, possibly Royal Sun Alliance, though I don't recall for certain if that's who, and haven't got the papers to hand) have now told me in this one letter, that they are prepared to pay "something" towards the buildings damage since they checked with the Met. Office and found that the storm did occur when we said it did - but that is NOT good enough for me. We paid the premiums in good faith, and I want the payout that I feel they are ethically due to give us. Oh, I almost forgot 2 important points - we did eventually get a payment for contents of the fridge-freezer: however they initially overlooked it, then due to my 'phoning and asking why, said "oh dear, you are entitled to that" - nothing in writing, you understand, just silence from them - good job I 'phoned instead of just giving up and quietly disappearing like a lot of busy or unassertive people might, isn't it? And, when I asked about the clause regarding vermin damage and for a replacement policy document to be sent, I was sent one which had no reference to vermin exclusions for the type of claim involved; however when they DID finally write, they sent a different policy booklet - I still have to investigate this, but in the meantime I STRONGLY recommend anyone who actua
lly hopes for a payout on a genuine claim, to pay the premium to another company and give the Halifax a very wide berth.