I've insured my home through these guys for a number of years and have also claimed after I lost some roof tyles. I think they are very good, in particular :
- the standard of their advisors over the telephone is better than others
- the web site is easy to use
- they offer a panel of insurers and so shop round for you but can intervene on your behalf if you think the insurer is not giving you good service
- they are competitive
- you can buy them through Quidco and so get cash back
When I made a claim I have to say I was impressed. I lost some roof tiles during a storm and then phoned up the claims department of the insurer which was lloyds TSB insurance although they have all the big names on their panel. I got straight through, the lady was excellent and paid the cash directly into my bank account there and then without the usual 3 days for a cheque to clear, so I could pay a builder straight off.
This is my first review. 6.30am this morning I discovered water dripping through my bathroom ceiling and telephoned Lloyds TSB Emergency Home Cover for which I pay £75 a year. Plumber arrived at 12pm and discovered water tank in the loft had a tiny hole so he phoned it in and surprise surprise (although not to him) they refused to let him repair. He switched off my water and left me with no water and no heating (although he was very apologetic!) and then left, although not before telling me that that they always do this.
20 calls later (mostly to the emergency number) and I got no further and had to call a plumber out at my cost to make the repair.
My policy covers me for emergencies where damage to property is occuring and apparently will give me peace of mind! Just imagine burst pipes in the middle of the night they say in the blurb. Well let me tell you that all they would do if that happened is come and turn the water off and then leave (I can do that myself!). This is despite the promise of up to £300 cover for the call out, parts, labour and VAT. They even promise that "If your needs exceed the cover provided by this policy we will still offer you assistance but you must pay any excess costs to the tradesman at the time the service is provided." I don't mind this but I didn't even get a fiver's worth let alone £300.
The truth is, as one Complaint's Officer admitted, if they do not have the part in the van then they are not allowed to fetch it and come back to repair. I wish I had insisted on seeing the inside of the van that came to my house - I wouldn't be surprised if it was empty!
My policy is with Lloyds TSB, underwritten by Royal Sun Alliance and "delivered" by Homeserve. Frankly it is not worth the paper it is written on and I am immediately cancelling this policy as well as my Lloyds TSB Home and Buildings policies.
I have been paying this insurance policy for 10 months. It is 'Home Emergency Insurance'. It is separate from home insurance (contents insurance) and comes off as a separate direct debit.
On Friday my boiler broke down completely - black ash came flying out, and I had (and still have) no hot water or heating. Bearing in mind that this was a Friday evening, it would have been tricky to find someone to repair it. But I thought I'd be covered with the Home Emergency Insurance - I thought wrong!
They said that they would not be sending anyone out, as I wasn't covered. At first they said it was because it was a 'summer month'. I said I'd check my policy. They phoned back and ADMITTED that there was no mention of non-insurance in summer, but the whole policy relied on what THEY deemed to be an emergency.
What is supposed to be covered is:
..."The most we will pay for any one emergency is:
the tradesmans attendance for two hours (including any
callout charge) and,
£100 inclusive of VAT in respect of parts and materials."..
I quoted from their policy (Page 8 - under 'What emergency is covered')
"4. Heating system
Complete breakdown of the primary heating system.
ie. hot water and central heating"
but apparently this did not apply in summer (although this is NOT stated in the document.
I also stated that I was concerned that the boiler (due to the black ashes) may be omitting carbon moxoxide or poisonous gases and that I was susceptable as I am 4 months pregant. This made no difference. Being pregnant my skin is in a bit of a mess at the moment and I need to keep it clean with hot water to avoid infection.
Nothing I said made any difference - I spoke to 5 members of staff and got nowhere.
I questioned them on what exactly was a 'summer month' "if this had been in September would I have been covered?" - then he said it would depend on the temperature, so I asked him what temperature this would be - he said there was no set temperature. It may be that they don't even cover you at minus 10 (as they 'deem' that not to be cold enough to constitute an emergency!). And why mention the hot water at all in the policy? - as a kettle can be boiled at any time of the year!
What if you have a condition whereby you need the heating on all the time?
I had - what I thought was - a similar policy with DirectLine a couple of years ago and had no such trouble.
Stay clear of both LloydsTSB and Royal Sun Alliance
Further to what I said I since got my colleagues at work to phone up enquiring about the policy - their questions were direct "if my boiler breaks down leaving me with no hot water or heating, will you come out? Even in summer?". The answer in both the calls was 'yes'.
I took this up with a manager at Lloyds - they admit they have been mis-selling - the thought their underwriter would come out in this case. But even with this evidence, the decision wouldn't change and I am left, cheated.
Okay...this is my first review on this site. No hidden agenda here, I am writing it because I am very upset with LLOYDS TSB Home Emergency Policy, underwritten through ROYAL & SUN ALLIANCE. I have held a Home Emergency policy for several years. The policy is supposed to cover home emergencies involving plumbing, electricity, external locks, heating system, and roof. It includes coverage of the first ₤100 of parts. The policy can be reviewed at https://www.insurance.co.uk/insurance/home/info/infoJhe.asp My boiler broke down, leaving the house without hot water and heat. The heating system and boiler is clearly covered as referred to in the policy. The replacement part only cost ₤85, but they would not pay! No warm bath for my 3 kids (including my 10-day old baby) would be provided by Lloyds or Royal and Sun Alliance on that night. The first reason they gave for denial of the replacement part cost was "because the tradesman does not have the part on him." Several phone calls later, they apologized for giving me that reason, and decided the real reason was something different, which I will get to in a minute. The important point here, is that they were obviously LOOKING for a reason to deny coverage, or that reason would not have changed. For this alone, they have lost my trust. Why would I continue to pay for a policy that won't pay when it is supposed to? What is the real reason they refused to pay for the boiler replacement part? They referred to a clause in the policy which states "The insurance does not cover the cost of full repair or replacement, even when it is necessary following an emergency." Now, I understand that they will not pay to replace a whole boiler system when only one part is faulty...that is fair. But what they have done, is to use this clause to deny coverage for the replacement of only one part, because I would then have my heat and water
restored! This is exactly what the policy is supposed to do! But ROYAL & SUN ALLIANCE will not honor the policy and pay, although they have happily accepted my direct debit premiums for the last several years. The denial is currently under review by their "Customer Relations Team." I will be sure and let my kids know, so they can rest well tonight knowing that Royal & Sun Alliance care enough to review Dad's claim denial, even if they don't care enough to cover the heat and water system the policy says they will cover. A measly ₤85... If the denial is upheld, then BE WARNED that the no-full-repair clause could be used to deny any claim in which your emergency will be fixed, rendering the policy USELESS. BOTTOM LINE: The policy seems like a good one until you need to use it, but it is apparently just a ploy to get your money each month. More to follow...
Anyone that knows me will be aware that I?ve just left home for the first time and am now renting my first flat! (Whoho!) But of course with all this new found freedom comes all the pants bits, TV licence, Gas bills, electric and of course Home Insurance. I now have some insurance that I am happy with, I am covered by Lloyds TSB insurance and I pay £140 a year. But this whole experience has been a little harrowing and annoying, if only there were some kind of guide on the web regarding? ?How to Pick an Insurer? ? And then it hit me, best write it myself! So here?s my guide and ?how I did it? to finding home insurance: ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ This is the type of property I was attempting to insure: 1 Bedroom Flat in Brighton With security door entry Pre-2nd World War construction Not in a neighbourhood watch scheme. Second floor Approximately £10,000 worth of contents Leased from private landlord And this is the cover I was looking for: Contents ONLY (Landlord does the building) Accidental cover, for the clumsy drunken nights Away from home cover, so when I am mugged I simply say, ?Yes of course, take everything I have on me!? And, finally I didn?t want to get this wrong. I am living in a city where everyone seems to get robbed. I don?t want to get caught without insurance. Which is why I made this a mission for myself. The beginning: ~~~~~~~~~~~ One dark Monday morning, with rain pouring down my face and some kind of pin in one of my shoes, I tottered off to get some insurance quotes from the banks and then back home again to phone some more companies. The first one I tried was Natwest and all they did was hand me a phone to call their insurer (Could have done that at home!) which was when I realised that I didn?t even have the postcode of the property on me, nor did I know i
f I needed Contents and/or building insurance! So one trip to the letting agent and then another phone call to Natwest insurance later I had a quote for £160 contents only insurance, which I thought was a good deal, and a 14 day trial/cancellation period scheme. I then walked into Lloyds and did the same. Yes, so for next few days I had contents insurance twice over. Using Lloyds and Natwest?s 14-day trial/cancellation period schemes. I did check, and they both said there would be no charge to cancel. (Better not be or there will be hell to pay). I also checked, and no you can?t claim twice. (Damn) (Why did I get two? I don?t know, I definitely needed one, and I suggest you do too. It would be just too annoying to go insurance shopping only to get home having been burgled and have no come back!) Anyway in Lloyds, who at least let me talk to a manager face to face about insurance, I found myself being told very calmly and clearly how Lloyds were the best at insuring, and that they were way better than Natwest, which was to be expected I suppose. I then proceed to grill the poor man on every single scenario I could think of involving my stuff at home and there insurance. But they finally gave me my quote and they did turn out to be cheaper! Important! Despite talking everything over with this guy, people do lie and get things wrong. So although I was happy with the cover I asked for all the bumf to be sent out to me. A verbal contract counts for dick! Only in writing is it legally binding. Make sure you have everything on paper. And finally, wet and soggy from the rain I stumbled home, made a cup of tea and started phoning people. Halifax - 0800 028 2498 They quoted me £128 year, which was good. So I asked for the bumf to be sent to me. The bumf turned up a week later minus the policy booklet, which is the small print of the cover. So I asked them to send it out to me, and it still hasn?t turn up.
So a big fat no to them, then! Direct Line - 0845 246 0429 They quoted £170 year so of course I put down the phone and laughed about their outrageous offer! In a bit more depth, their cover wasn?t as good as Lloyds and it was for smaller amount as well. So, no to them! Esure - 0845 601 7131 They quoted £83 a year! Which is well good, in fact a bit to good. So of course I really wanted to read the Policy Booklet to make sure that I wasn?t conning myself out of some cover! No policy booklet turned up, yet they did manage to send a very official looking pre-printed direct debit statement to me within two days. No to them! Dial Direct - 0800 096 8378 They quoted £138 a year and were without doubt the most frightening ones. They refused to send out a policy booklet or even all the small print. Now maybe there insurance is really good and covers everything. But I am not going to take some phone monkeys opinion on it. I?ve been a phone monkey and I know I lied! So NO NO NO! Waiting for all bumf and letters to turn up took about a week and then I sat down and read all the policies (Very dull) and weighed up all the pros and cons. Mainly how much money I was willing to spend on insurance. And basically, and I?m a little ashamed to say it, Lloyds were the clear winners. Their cover gave the most comprehensive insurance for the least amount of money and they had easily the highest payout amount too. (50 big ones) So with policy booklet in hand and my policy schedule in the other I sat and made out this list below of all the cover Lloyds do on there basic package. And I defy you all to find a more comprehensive one! The Basic Contents Cover: ~~~~~~~~~~~~~~~~~~~~ (Sorry I?m not doing the building cover as I don?t need it and so couldn?t care less) Well apparently from the guy I spoke too, Lloyds only do one level of insurance. And it?s £50,000! Yep you read right,
they do no higher or lower insurance. (I only wish I had £50,000 worth of stuff) So you can put a tick on your list: The cover is high enough. £50,000! The actual cover: Be careful here, the cover is outlined in the Policy Booklet, which is only your GUIDE to your cover. You need to cross-reference your Policy Booklet with your Policy Schedule. (i.e. you don?t get everything in the P. Booklet) You are covered for: Loss or damage to contents The exclusions are: The excess in the schedule, which is £50; All vehicles: Cars, boats etc etc; Pets & livestock; Growing tress & shrubs; Articles used for professional purposes; anything with other insurance (Be careful) You are covered for: Fire, smoke, explosion, lightning and earthquake (Yeah great in the UK) But not: Any damage from fag burns or cigars, unless there are flames involved! You are also covered for: Riot, civil commotion, labour and political disturbances or strikes. (Phew, thank god) You are covered for: Malicious damage or vandalism. But not: If you cause it yourself or someone you live with does so or if the place is unoccupied (60days) or unfurnished. You also get: Impact from planes or anything falling on the place (Good, very rare) and Storm and flood. (Aw poor sweet Lewes, all that Harvey?s floating down the river Uck nearly made me cry) And you get: Subsidence or heave and damage caused by; Burst water pipes, gas pipes or Oil pipes (Nice) But unfortunately not: If the place is unoccupied (60days) or unfurnished; or if the damage were to be caused by the escape of water from guttering, roof etc. You are covered for: Theft or attempted theft (Whoho) But not: Theft where they didn?t have to force entry; or if you let someone in; if the place is unoccupied (60days) or unfurnished; Loss by deception; Damage caused by you or family; Theft of bikes outside in sheds etc. You are covered for: A
ccidental damage to glass and ceramic hobs! But not: If the place is unoccupied (60days) or unfurnished You stuff is covered: In your home; in the open boundary of your home up to £500; temporally anywhere in the UK not exceeding 3 months. But not stuff: If the place is unoccupied (60days) or unfurnished; removed for selling; damaged in a storm or flood when not in a building; Lost from theft in the street (Damn); or student belongings. So there you go, that?s the basic package. If you get contents insurance that?s the cover you get, there?s also the option of accidental cover but it only extends the basic package to covering floors from stains and so on The contents limits: ~~~~~~~~~~~~~~~ Basically they replace, buy new, or give you cash for everything under £3000. Anything else must be listed separately. The added benefits: ~~~~~~~~~~~~~~ All the added benefits count towards your maximum cover of £50,000, and so no matter what the total of these may be, you will only be paid this maximum. It includes: Fatal injury, if you get burnt alive or beaten to death you get £5000. (Ya!) And replacement locks, if yours are broken or stolen up to £500. And also: Frozen food, if you freezer packs up you get £500. But not: If your electricity is cut off. And finally if you have or lose: Money stolen, up to £300; Credit cards, up to £300; Loss of metered water, up to £1000. And other clauses that don?t apply to me so I didn?t investigate and can?t report upon them. Summary: ~~~~~~~~ So there you go, that?s the basic package. - Half and half accidental cover, it doesn?t cover everything. But if I drop my hi-fi I?ll get a new one. - No away from home cover, so I will have to run from muggers. - But pretty much everything else is covered This is one of the best insurance offers I?ve seen it appears to cover pretty much e
verything you could want. They also do the new ?no claims? insurance (Just like your car insurance) bonuses. And you can get up to 35% off after 5 years. You don?t need a Lloyd?s account to have this insurance and Lloyds were very approachable about it, and made it easy to ask questions. The information is easy to understand and there?s a 14-day cancellation period so you can shop for insurance whilst being insured. And you can have everything on paper so as to have a legal record of the terms before you. I do recommend their cover, but their price is a bit much, 3rd highest! There are loads more companies, which are cheaper, but I suggest you read their policy booklets darn well if you are going to go with any of them. I will have to see if it has been worthwhile spending a bit more to go with Lloyds just so as to have everything fully covered (And have proof of it). The real test will come tomorrow as I?m going to claim on my broken CD player. Well it was dropped ?accidentally? and so it should be covered. :)
This is is my second opinion on LLOYDSTSB although I'm not a huge fan of LLOYDSTSB this again is suprisingly a positive opinion. The reason being their products of which some are good value & competitieve what lets them down is their poor customer services this is widespread from their branches through to some telephone services etc This particular opinion is on their Insurance services home insurance to be precise. MY EXPERIENCE: My insurance was due for renewal in July of this year as I had made a claim (which was settled) I was expecting a slight rise in my premium but what I was'nt expecting was a rise of 3 times as much as my previous years. Not wanting to argue my case I decided to shop around for a cheaper quote to my dissapointment majority of companies agreed with my previous insurer & therfore the premiums quoted were similar. I noticed a leaflet sent with by lloydstsb bank statement normally they go direct into the bin but this particular leaflet offered double the difference up to £100 (applicable if their quote is higher than your current provider) plus free £15 gift vouchers if you take out a policy. I rang lloydstsb home insurance & quoted the code printed on the leaflet(which related to dble the difference up to £100) & the quote I was given(for contents) was higher than my renewal therefore I was offered double the difference which reduced my insurance considerably. The advisor asked if I'd like a quote for buildings which I agreed to hoping for another double the difference payment!!! The quote given for builings insurance was actually lower than my renewal I was again given £15 gift vouchers. I took up the insurance with LLOYDSTSB & set up a direct debit instruction. LLOYDSTSB HOME INSURANCE: My particular insurance was with Royal & Sun Alliance, LLOYDSTSB does not provide the insurance but acts as an intermediary for various insurance providers therfore able to give quotes f
or a range of policies to suit individual circumstances, the added bonus is that they make no charges for annual or monthly payments. I recieved all documents & vouchers were sent within the time given. OFFERS!!!! Yes the all important offers!! They not only offer double the difference but various other offers depending on the code you quote them which is very important as they would not normally apply the offer without the relevant code. I have listed some of the offers I have seen but they do change & are sometimes only sent out to people who qualify. Please check their website for more info. There is also an offer available for a three months free trial on both their select & gold account(see below) taking up the offers may save money on insurances. 1/ Double the difference upto £100 plus £15 or £20 vouchers, I have not seen this advertised for non customers & friends who applied without code were not offered double the difference only vouchers were sent out (offer is sent out via post or available at branch). This offer is for customers who have a select account(LLOYDSTSB fee paying account) 2/ Double the difference upto £150 available again via code for LLOYDSTSB gold account customers (fee paying account if balance less than £1500)plus £20 gift vouchers. 3/ Double the differencce upto £200 for platinum account customers again a fee paying account. 3/ Double the difference (whatever amount you were eligibile for)plus a free home emergency cover (for building insurance) normally over £45 covering home emergencies weather related or unrelated to home insurance. 4/ 10% or 15% discount available to all I have seen this available via their website.(without the need for entering a code). FINALLY.... In my case the insurance was cheaper but shop around before obtaining a quote & if still not sure ask for the quote to be sent out via post giving you more time to decide a
lthough the quote is only valid for a set period of time. If you do decide to obtain a quote or take account insurance with LLOYDSTSB make sure you quote the correct code a friend wanted a free home emergency but quoted the code for vouchers & once the policy was sent out they refused to change it. A free parker pen is also sent out with each quote.
I went to Lloyds to try and get some insurance but they didn't give me any. They said that the problem was that I diodn't have anything to put my insurance against, since I am not the sole owner of my flat and so cannot use that. I also do not have a car and they told me to come back when I actually have something I can use. I said OK then and went into Woolworths to buy a drink instead, then I went home.
I too signed up with Lloyds insure direct and agree with the opinions already written, that it is cheap ,and covers just the things you need it to. I also liked the service of having accomodation paid for, if you become homeless, because of a disaster. I was staggered today to find out via a relative who was updating their policy ,that our insurance is void, because we live within a mile radius of a bad subsidance. It's a good job we have found this out before being burgled or suchlike. Has anyone else had this experience? I now think it is a good idea to take legal advice before taking out insurance. Find out what might void your policy, I thought when I was asked the question have you had any subsidence, it just meant MY property. I do know, that if you don't give an accurate account of your affairs and property, it can avoid the policy, but what a shock!!! UPDATE: Lloyds are talking to their underwriters on my behalf to confirm whether the policy I have is affected by this clause. I will add to this opinion later, when I know more.......... I am still waiting for written confirmation about this . I spoke to an under -manager recently,and requested that my queries be answered in writing; about whether subsidence within a mile of where I live will affect my Contents Insurance Policy this was a week ago No reply!! My last request was answered by phone ,a phone message HAS NO LEGAL STANDING,AND Has NO LEGAL VALUE!!!! So I am still waiting and paying Insure Direct for this policy. Update:I finally recieved a letter on the 22nd may 2001,from a Customer services manager to confirm that cover will be okay,but this has to be looked at by new policy holders ,because my son was refused further cover for some eqipment he wanted to insure because of this clause.This was by another company. So if there has been subsidence within this radius make sure your bank can cover you aga
inst this.home Insurance enquiries for Lloyds TSB:0845 3000 110 ,but dont forget to have written confirmation.
I like a good grumble, but nothing to complain about as far as TSB Insure Direct is concerned. Good service, and competitive quotes. And a free voucher too. I chose Marks and Sparks. It hasn't arrived yet. I wonder if it will before M & S go completely do-lally. Do you think they've completely lost it already? What segment of the market are they targetting now I wonder?...Anyway back to TSB. BIG savings on buildings insurance over the previous policy with Bristol & West Building Society. And I mean BIG like £9 per month instead of £27. I wrote to Bristol & West - over the last 3.5 years their insurance (through London & Edinburgh) has cost us about £600 more. Bristol & West told us to get lost basically, suggesting we could have shopped around. They didn't really make this clear when we took out the mortgage though, and I reckon they had some responsibility as the agent arranging the insurance to be "reasonable". This isn't a marginal difference of say 10 or 20%; its not even the 30% the adverts on TV talk about. Its a whopping three times more expensive! So thanks TSB; and a big raspberry to BRISTOL AND WEST.
The internal glass door mysteriously cracked right the way across, with nobody admitted to doing it.The glass had been there for twenty four years, and was in continual use, and I had a feeling it would be an expensive job. Now, I have never claimed for building or household insurance, even though I renew every year,so I decided to be very brave and go for it. Every year, I do a search on the web, or with a broker, for the best deal, and they do vary by sometimes as much as hundreds of pounds for the same cover. I also have problems, as my cottage, though obviously modernised, is mentioned in the Doomesday book, and many companies, offering competitive rates, don't want to know if the property is pre: 1920! I am turned down more often than not, and have to argue, that as the house has been standing for that long, then what's their problem? Home/house/contents/building Insurance companies are very competitIve at the moment, very similar to the Motor insurance deals of a few years ago, so I've done well over the last few years, but as usual, after the initial year with a new company, the premiums leap up. This year, the very best I got this January, was Lloyds TSB Insuredirect, with no quibbles about the age of the property. A ridiculously low amount of £112.00 for buildings and contents! Yes, unbelievable premium wasn't it? So it's July and I put in a claim. Although an internal door, it's covered by the buildings insurance, who in this case happen to be AXA Provincial. Within minutes of phoning in to Lloyds TSB with my claim, being put through to Axa and giving details to them, I was contacted by the glass fitting firm who made an appointment for the NEXT day to measure the door. The next day, the door is measured, and three days later my new glass arrives and get fitted.I now have a new re-inforced, delightful door. I am told the glass alone is well over £100.00
. although I have a £50.00 excess to pay,which is the minimum apparently. Now for the best bit! The guy who comes to measure and then fit the door is utterly delightful, a pleasure to have a cup of tea with afterwards. Now that is a bonus. I obviously await my new quote with Lloyds TSB Insuredirect in 2001 with interest.I will do my usual search and scour for the best rate there is, but I would think this was to be applauded as a very fast, efficient and well co-ordinated experience for me, claiming for the first time ever. On this basis, I thoroughly recommend Lloyds TSB, and if you get the same man I did to do your work, well, all the better.
Yellow pages in hand I decided to get a few quotes for the home and contents insurance, I was suprised by just how much the Lloyds TSB service saved me. They act as brokers so have access to many different companies. The service was quick and easy to arrange the cover. I even got a £20 gift voucher as a new customer. The most suprising thing was that Lloyds TSB could actually offer the cheapest quote. High street banks are not normally associated with offering good value..
The thing about insurance is that it's always an expensive waste of money until you actually need to claim. I recently spent a whole day on the 'phone getting quotes for buildings insurance and found that, in my case, they were cheapest by far. I mentioned this to a friend who saved almost 50% on the cost of her household insurance as a result of a 'phone call to them. So far, we have thankfully not had to claim, so I can't vouch for the way they deal with that side of the business - however, they are prepared to consider "unusual" properties unlike a lot of the big companies. UPDATE - 18 09 00 My buildings insurance on my home is now due for renewal. My existing insurer has quoted a premium of £205 for a basic, damage only policy. Loyds Direct's premium is £148 and that is for a policy which includes accidental damage (eg falling through ceilings, DIY mishaps etc). Since writing this opinion originally,my father has saved 45% on the cost of his household insurance with one 'phone call to Loyds Direct.