Smart Cover Insurance Services - Watford

Adam H.

Warning - do not use. Customer service is appalling and the cover is not worth the paper it is written on.

We purchased ermergency boiler cover but it took multiple phone calls and over 3 days for anyone to visit the property, despite having children in the house.

The main phone line rings out constantly and the professionalism of those who do eventually answer is appalling.

After 2 days of no heating or hot water and multiple calls we were told that an engineer had been booked along with a date and time that an engineer would arrive (the next day) but when the engineer turned up he told us he had only been contacted that morning. As such the agent had clearly not made any arrrangements and had lied to us.

When a engineer finally arrived he unfortunately had to condemn the boiler. He tried to call the insurance company on their designated engineer line to provide a report but, dispite repeated attempts, could not get an answer. In the end he had to leave the property and promised to keep trying. He stated that he'd never worked for such an awful company before and he would no longer accept any work from them.

We were not contacted for a further day so rang direct. Having spoken to another agent the report had been provided but they then said that unfortunately they could not provide any contribution towards a new boiler because the policy exclusions meant that boilers over 7 years old were not covered. This was despite providing the age of the boiler at the time of purchasing the policy and the exclusion not being apparent until digging through the small print.

Do not buy boiler cover from this company it is a total rip off and they will leave you in the lurch.

Jinal S.

I have tried to call Smart Cover numerous times today to book in a boiler service. Phone just gets dropped - terrible service.
Got through to them. Sent a gas engineer that ended up not servicing my boiler rather something needed changing. Despite having a policy which states they will fix any issues without excess they won’t even fix the issue and complete a gas service. Despite using this company year on year. Very very poor service DO NOT take a policy out with Smart Cover!

richard M.

Poor service, when you phone and it's busy they offer a call back option so I accepted, thinking it'll be later that day or at worse next day. 6 days later I get the call back. But in the meantime I had managed to get in touch with them explaining my issues and urgency. I have received one email saying someone will be in touch but few days later nothing.
I've been paying this outfit for years without making a single claim or anything, the moment I need help, 8 days later still without my appliance. Well smart cover I've cancelled future payment and gone out and brought me a new one. I'll could of brought two with the money I've paid to this lot.

POOR SERVICE!!

Kathryn S.

Disgraceful company.

Never respond to any calls or emails - absolutely impossible to contact.

Declined a claim even though it was in line with my policy.

Ignored my multiple emails and web enquiries to cancel my policy and and so took the next year’s premium from my account. Finally got one email response which was generic blaming me for not cancelling - which I had, they just ignored.

No response even when I asked to raise a serious complaint.

Absolute crooks. DO NOT USE.

Keith L.

Worst company ever. Had a central heating cover with them. All of our radiators stopped working in the (very) cold weather. They said it's not an emergency!!!! I have a vulnerable person at home which is not ideal without heating. Stay away from these nasty people at all costs, they happy to take your cash and happy to let you badly down. Nasty nasty company. Any good reviews are fake.

Carole R.

We have had cover for the past 5 years .currently paying £240 a year .we get a boiler service yearly.
On boxing day I called to explain my boiler was making a lot of noise and was leaking lots of water .the pressure gauge was in the red.the rads were not heating and neither was the water getting hot .they said that they could send someone out at our expense. I declined as thought that's what we pay for .
We bled the rads and the issue improved a bit but not fully .we now have water running down outside wall. I rang back today 30th and explained we have turned boiler off as still leaking and pressure still high .outside pipe still leaking .same response they won't help .DO NOT use this company they are more than useless

Michael J.

This company is a scam and needs to be investigated by Financial Ombudsman. You can never get through to them and their home emergency cover is a scam. They can never find engineers and are just running a fraudulent organisation.

Paul B.

Appalling company. Been with them for 2 years and recently had to make a claim due to a faulty boiler. Firstly they failed to respond to the engineer's request to order replacement parts. More importantly they then refused the claim on the basis the policy didn't cover worn or faulty parts! Shameful. Won't be using them again.