Sedgwick Home Emergency Network Reviews 

Takes ages to answer phone. We were told they would send someone to restore the power in 93 year old parents bungalow and we're given a date if 4 days away originally. When we complained they gave a window of between 3-8,pm. We first called late morning. They did not arrive; 93 year old couple, one with dementia. !!!!!!!!!

No wonder the reviews are poor! No hot water, that started on Friday, although the heating was on and the hot water did fire up, so I thought I'd leave it for a day or so. I rang this morning, twice (first time no response), to be told that it wasn't covered because I had 48 hours to report it and because the problem started on Saturday, It wasn't covered. No shades of grey here, with an ill wife, and no hot water for 3 days. If I'd have lied, I'd be covered. Pathetic. First time claiming having had the policy for a few years. I won't be renewing. There was no empathy on the other end of the line. Appalling service

I first contacted Sedgwick International (UK) Limited in May this year re a problem with a continuously refilling toilet cistern.

An engineer came and sorted out the cistern but in the process dislodged a water pipe resulting in a leak which caused damage to the ceiling and wall in the kitchen below, a second engineer then came out as one of the pipes had not been sealed correctly.

Apparently this is a separate issue and they were not liable for the damage due to get out clauses in their Policy. The attitude of the company was appalling and in the end I took my claim to the Financial Ombudsman who agreed that the service I received was not up to standard.

I sent an email requesting a refund under my policy on 29.10, not even an answer I have received untill now. This is the worst home service provider ever, they will let you without support. The lack of respect with the customer is unlimited.

Appalling communications from a company that proudly state on their web site that they are a caring
organisation. My insurers Admiral appointed them to deal with a boiler issue. They appointed a third party to attend (Service Plus Home Care ltd). The engineer who came clearly was not versant with my boiler and had to keep referring to his I phone finally announcing that he needed to order a printed circuit board and a gas valve. Said he would place the order. Although he could see that we are both in our late 80's and that my wife is disabled he was unable to show any compassion or arrange for alternative heating (it is November). As I had heard nothing about the repair going forward I chased Sedgwick to be told that they were not going ahead as they had deemed the 9 year old boiler as unrepairable but I could seek another opinion. My advice is steer well clear.

Do not use this company. They are useless and tell you a pack of lies. 7 weeks I have been waiting for a tap replacement and they still haven’t done it. Stay away as clueless and useless.

I had cover as an addition to my home insurance. Yet when I had a blocked toilet over a long weekend, they failed to send anybody out. When I complained they said I could arrange my own contractor and get reimbursed. However now, months later they are still quibbling and demanding the invoice be reissued

'we will need a fully paid itemised invoice submitted. Please note any permanent works or trace and access is not covered under your home emergency policy, as home emergency will only cover for temporary repairs until a permanent repair can be arranged. The invoice will need to show,

Callout charge/s (individually priced)
Labour costs (individually priced)
Parts/Materials used (individually priced)
A Complete report of works carried out and outcome'

I don't think the contractor will issue a fresh invoice.

Avoid Sedgwick. Just awful.

Thus far terrible response time - reported a Wasp nest on Sunday Morning 10.00am not a message or contact from the emergency service - ah yes on voice message transcript at 10.27 but it referred to the claim rather than the contractor - 5 requests in total for update between raising the issue online and no response 7 calls to their number (several hours !!) but no action what an awful service for a Home emergency cover - raised issue that day that no one had contacted me - no response then almost 2 working days later day raised complaint that no one had contacted and promised they would call me with 5 mins - well almost 2hrs hour later and still no response so had to phone in again - and because the company have asked for it here is the claim reference 10854360 so they know it is genuine !!

Awful service – cancelling my policy

Raised a home emergency claim for a leak and the engineer turned up in shorts and sandals, refused to do any repairs, and left me with an active leak. Despite my complaints and evidence, the insurer ignored me and backed their contractor’s false report. I had to pay for the repair myself.

This company is despicable (and that’s being kind). I’ll be cancelling my policy and would warn others not to rely on them – they will let you down when you need them most.

From my experience, the service I received was far below expectations. My insurer authorised another company to handle an emergency leak repair. It took more than three days for the first engineer to arrive, and communication was difficult as no one from that company spoke clear English.

That engineer said further approval was needed to gain access, which caused an additional five-day delay. When a second engineer attended, he cut into the cupboard something the first engineer had said was not allowed. Later I discovered the area could have been reached by simply removing a few screws.

Since the work was carried out, my water flow has been significantly reduced. I am still waiting for this to be resolved, and at one stage someone attended but, to my knowledge, no actual repair was completed.

Based on my experience, I would be very cautious with any insurance company that appoints them for emergency cover, as the contractors they use have provided very poor workmanship.

Total disaster!! I have a 5* building insurance with Covea which includes home emergency with Sedgwick.

I am in property business and I new that Sedgwick are useless and try to avoid repairs.
I called them because my house socket circuit was tripping and one of the sockets affected was fridge freezer etc.They said this is not covered because the boiler was working??I complained to Covea.

An engineer came to assess and repair the damage to an electrical cable when he left there were more issues than when he attended and no repair was made Having attended i received an estimate quote from Sedgwick for £805 this was for the repair which was a single broken cable
An independent electrician has since attended and pointed out issues which are totally unrelated to the broken cable.
I would never use this company again.

We had a blocked drain and reported it to Sedgwick
Within three hours Dynorod arrived and cleaned the blockage
We were very pleased

"Emergency" cover? May as well not use it if these clowns are attached to your home insurance.
2 days to attend after reporting faulty boiler.
4 days to ring back on parts availability, and only because they needed more money due to the cost of part not being fully covered on my insurance policy - no break down of the costs given at all (labour? Part price? Insurance contribution?) just a demand for an extra £50.
A further 5 days since payment and no sign of a visit to come and fit the parts I have paid for, worst bit is the part is on the shelf and available in 5 minutes at local Screwfix, Wolseley or City Plumbing (take your pick) and has been for over a week.
Every time you ring them, they say they are waiting on part, or the part turned up and was incorrect. Really? Because the guy took a picture of the part and we looked at it together on the website before he left the property to confirm it was correct one.
It has now been 10 days since hot water/heating was lost, and still no idea when they are coming back.

Terrible. Policy Expert need to listen as I won't renew home insurance whilst they outsource home emergency to this company. Apparently no contractor in Suffolk for three days so no water till Tues despite reporting and verification of claim at 7am on Saturday

We unfortunately had to use this appalling company for emergency blocked toilet. This guy arrived and had no intention on helping. He said he would need to send Anglian water as he didn’t know where our drains are. AW was no help and the matter was never resolved. Fast forward 4 months and we called them again. They inform me to arrange my own contractor and we would be reimbursed once we sent our invoice. I asked for this in writing and they sent. The total cost was £420 and they only reimbursed £150. We filed a complaint to no avail. Avoid at all costs. As was never told we would be massively out of pocket. Will be changing my insurance at renewal.

The service is unbelievably atrocious. It is almost impossible to make a claim. You are left holding on the phone for ages, followed by promises of call-backs, which never materialise.
Then, having submitted all the paperwork for a claim, it transpires that permanent repairs are not covered.

We discovered a hot water tank leak on 18/04 and called Admiral immediately and cut water supply from the mains. The emergency insurance is provided by Sedgwick. They sent a contractor on 19/04 who supposedly contained the leak. Instead of cutting the supply to the hot water tank, he cut the supply to the water tank in the loft leaving us with one running tap with cold water (and shutting off all toilets, all showers and majority of the taps in the house - while we have a newborn). He drained the hot water tank and advised the leak is contained and no more water will be coming out. Later in the day, we noticed that the hot water tank is still leaking and we have been calling Sedgwick ever since. Sedgwick stated their only responsibility is to contain and stop the leak and cannot help with anything else. We reiterated numerous times the engineer did not contain the leak, the water is still coming out from the hot water tank and someone needs to come out and remediate the issue as soon as possible.
Each person we spoke to so far said something different - either contradicting the person we spoke to before them or straight up lying to us. Some of the reps we spoke to even told us the new contractor was allocated to remediate the issue when in fact this has never happened. They claim the leak is contained and they won’t be sending anyone to remediate the issue because there is no issue (I am happy to provide photos and videos of the amounts of water we have to catch and pour out around the clock including every 3 hours at night). They are waiting for the report from the plumber who attended and cannot allocate an engineer because this report is more crucial than the fact the water is still pouring out of our hot water tank. They escalated our case to a manager - this manager is not taking calls from people and won’t be speaking to us. They are unable to provide their SLAs or timelines for when this magical report is supposed to appear. We logged a formal complaint that has been dismissed, because they feel like they followed the process correctly. So I am paying for an emergency insurance and I am left with the hot water tank that is still leaking and on top of that with no functioning toilet or shower and with only one working tap in the entire house, so I can carry buckets of water up and down the stairs 5 weeks post c-section. This is an emergency situation that has been going on for 3 days so far and they are still refusing to do anything to stop the leak. I will stay well clear from renewing my home/emergency insurance cover and I will be taking this matter to the ombudsman, because this is not the service I paid for.

I made a boiler breakdown claim on the Sunday 30th March and after some reluctance they agreed to send a engineer out on Monday 31st. The engineer was unable to complete repair and needed more parts. On Tuesday 1st April the repairers sent in their estimate to Sedgewick and I spoke with them today and they inform me the breakdown is not covered because of 'access needed' and I need to claim off my home insurance policy.

I have no idea what they mean as the boiler is fitted to a wall, fully accessible and serviced regularly with no issues from the engineers doing to, so where there 'access' item comes in , I've no idea and suspect its a ruse to get out of the claim. So I've given up after umpteen phone calls and have instead asked my local boiler engineer to carry out the repair.

I would caution anyone taking out similar 'emergency' insurance as its like walking through treacle to claim.

After torrential rain, water flooded into the flat from the roof. Immediately contacted Sedgwick, the Home emergency administrators for Admiral Home Insurance. Due to time the time of day, they despatched roofing contractors the following morning. The contractors said the roof was too high, so they could not access it and went away and would report back to Sedgwick. (This is a two-storey building. Not a twenty-storey building. It's a surreal Monty Python sketch, roofers that that claim a residential building is too high for them to access. No doubt they were scared of heights too!) So they made an assessment of the roof without even inspecting it. The contractors are just as incompetent as Sedgwick. Moreover, Sedgwick failed to update me and I had to contact them, even when this 'Emergency' claim was still active, who went on to say the policyholder should make a building claim on their policy and that the roof being shared was excluded from a Home Emergency claim. There is no such exclusion on my Home Emergency section of the policy, they made it up. I went through the wording of this premium home insurance policy very carefully. Sedgwick clearly did not understand the meaning of the term emergency in their handling of the claim. The roof is covered under the home emergency policy, and they are obligated to carry out a repair without delay to prevent any further damage occurring. Which they failed to authorise. So the roof remains vulnerable to further leaks in the event of heavy rain to date. Sedgwick are incompetent, as are their claims handlers, but they are also deceitful in finding non-existent exclusions to evade carrying out a temporary repair to the roof. I have logged a formal complaint with Admiral Home Insurance concerning the conduct of Sedgwick, their appointed administrators for Home Emergency claims, urging them to drop them at the earliest opportunity. Admiral consequently remains in breach of contract and will be pursued for maximum compensation. Given that Sedgwick have 59% of reviews categorised as one star is reflective of their ineptitude and deception. The take home message is stay clear of home insurers that employ Sedgwick to handle their claims.