Sedgwick Home Emergency Network Reviews 

Came out to my boiler in January which was written off as not repairable, my policy states I get £250 towards a new one, it’s now 10 th March and they haven’t paid out.
Never reply to emails and the people that answer the phones have no idea what’s going on with the claim.
When they do decide to email they then decide they need another piece of paperwork that has never been mentioned before.
I won’t be renewing my insurance with Admiral if they continue to use this company for home emergency .

The worst experience I've ever encountered with any insurance company. 3 months to respond to a complaint only to say, we're now investigating. They will do everything they can to avoid paying out for a claim; even if it means simply ignoring the correspondence! AVOID!

Absolutely appalling service - incompetence reins here. Lack of communication, poor staff training for their call handlers/customer service reps on the phones who do not know where to find basic information relating to claims, overloading sub-contractors who come and do the work and are guilted into taking on a ridiculous number of jobs a day to offset Sedgwick's incompetence, management who cannot keep up promises and basic communication even when escalated to complaint stage. Avoid at all costs!

Dreadful company. If I could give 0 stars I would. After ringing my insurers they said I would receive a call from Sedgwick who they apparently sub contract for emergency repairs and they would send a plumber to do a temporary repair to the leak from the cold water tank in my loft that was soaking through my landing ceiling. After waiting 2 hours I phoned Sedgwick myself which took ages to get through and they said I would get a call from a plumber in a couple of hours. This was 5pm on the Wednesday. By 10.30 that evening I rang them again, which took an hour to get through and they said an 'emergency' plumber was booked for Friday! When he arrived it appeared that he worked for a company called The Property Dr Ltd. He just looked into the loft through the hatch and took a photo of the tank and said he'd be back shortly with a part or something to fix it. We never saw him again. After 3 hours we rang Sedgwick to ask what was going on and they told us the 'engineer' had reported back that the leak was unrepairable due to a crack in the tank and we would need a new tank which was not what he told us. We managed to do a temporary repair ourselves and when we called a real plumber he managed to repair our tank which is now as good as new. He told us there was no crack in the tank, it just needed a new connection part. DO NOT USE THIS COMPANY THEY ARE COWBOYS!! AVOID AT ALL COSTS

Just terrible customer service all round, no care or consideration, consistently lying about delivering and never returning calls.
I raised my current problem on 29/12/24, over 3 weeks ago and my boiler is exactly the same amount of broken as it was when I first called.
Sadly, my insurer won't take responsibility for this shambles of a sub contractor and Sedgwick completely refuse to do the job asked of them.
If your insurer subcontract to Sedgwick I would recommend you find cover elsewhere. This home emergency cover is non existent, a complete waste of your money.

Sedgwick is a contractor for Domestic & General repairs. Despite having two relevant policies with Domestic & General, the company takes every opportunity to evade any responsibility. Hold times are totally unacceptable and I waited 4 hours today only to be told they could not help. Now trying again, but the level of non-service is Orwellian and it is no wonder that the UK suffers from low productivity if such abysmal service is widespread.
Oh. And you can't be put through to a manager and they do not accept complaints. Says it all!
Next step is to cancel all Domestic & General policies.

Cannot recommend this company !
operators that promise the earth, repeatedly but cannot and do not deliver. absolutely will NOT let you speak to any form of management.
promise that contractors will be within certain times but according to the contractors themselves they have absolutely no control over this.
contractor arrived very late, knocked on door quietly ( so quietly even my dogs did not alert) but filmed himself doing so ,, then submitted a report saying he had phoned both numbers and knocked . i proved absolutely that no such phone calls had been made but sedgwick now say unless i pay £115 for not opening the door , they will not send a different contractor !!! despite being told i have an 87 year old lady staying with us over xmas, !! now told have to wiat two to three working days for manager to look at situation and decide . NO heating or hot water !!
THERE ARE MANY WHO MIGHT VIEW THIS AS CORPORATE BLACKMAIL

Home Emergency Claim.

On Christmas Eve I thought I potentially for a few seconds thought I might have something in my roof but didn't hear anything again until late on Boxing day. I immediately logged a claim but because I put down the fact that I thought I may have heard something on Christmas Eve it was declined- more than 48 hours had elapsed.

Telephoned and explained that the reason I hadn't logged a call earlier was due to the fact I wasn't certain at first there was anything there. I guess by being honest all the time catches you out occasionally. The person on the phone whilst okay wasn't budging- lesson learnt. Move from this company ASAP .

24 hours with water pouring out of my boiler before an engineer came out. It’s now 10 days and I still have no hot water. We are classes a vulnerable and they have done nothing to help us. Please don’t use this company.

6 hours to be triaged, no engineer for 32 hours and still waiting - absolutely zero communication without me forcing the issue.

They then charged £393 for a 30 minute replacement of a £120 pump.

Thieves and vagabonds!

I decided to use my Home Emergency Cover I purchased when buying Admiral home insurance.

Admiral subcontract this to Sedgwick Home Emergency Network who actual subcontract the work to relevant engineers.

My kitchen drainage pipe was leaking.

An Engineer assigned to the Job by Sedgwick attended and instantaneously it seemed he had an agenda to do anything but fix a simple sink drainage pip leak. He then actively questioned me in a manner to try generate words for a report that would invalidate my claim. Unfortunately i had read my policy when he was on route so when he turned up i was ready for this.

When i didn't give him any words to put in his report he simply made up the report to suggest it was a faulty installation that I had attempted to bodge. he submitted a false report to Sedgwick who passed it back to Admiral who denied the claim based on the engineers lies.

He asked me to sign the report but when I wanted to read what I was signing he took the device from me and wouldn't let me see it as he had clearly just made it up. He read out brief bits of his report missing bits out and asked me to sign it again.

He didn't identify himself or the company he worked for but that seemed acceptable to him to attend my property and walk round my house as an unknown.

Obviously I raised a complaint with both Sedgwick Home Emergency Networks and Admiral. I was advised that the engineers report is decided to be fact no matter what nonsense he writes down and accuses me of saying. Fortunately for myself the engineer did not realise that our full conversation was reordered on my home CCTV in the kitchen which confirms his tactics and proves his false report.

However...... Sedgwick and Admiral have advised that I go away and find my own plumber and send them an invoice that they will review and decide if they want to pay............ which they will not pay even though contractually in my T&C they need to do so...

This has taken 2 days on the phone and i don't yet have a simple drainage pipe fixed under my sink requiring £20 worth of parts and an hours labour for any normal competent plumber to fix.

What is the purpose of home emergency cover if i have to find my own engineer?

Key words of experience are lies, corruption, time wasting and incompetence.

Very poor service, took 40 hours to send an engineer. Had to call over 10 times, and constantly repeat the issue as call centre staff did not keep proper records. On one call the member of staff yawned and said they were going off shift and couldn't help me any further that day. Their telephone system is useless, key every in before you speak to someone, then they ask for it again. They even tried to say that the reason there was a delay was because I cancelled the engineer appointment. Quite hard to do that if you haven't got an appointment in the first place.

If you read this review Sedgwick don't comment until you've listened to the recordings of all my calls and responded to my complaint about your appalling service.

Took over 24 hours to come out to leak reported via Home emergency cover. They arrived at 9:45pm the next day, guy took 10 mins to change a washer and nut, and charged £320! Not convinced the plumber was totally competent. Requested an extra hours labour on the bill. Complete rip off and poor service. Dread to think what they’d charge for a big job. Wouldn’t use again.

Being constantly ignored by the Sedgwick and their contractors for the last month.

Having been given a slot of 10-15:00 today no sign of any plumber, no calls no nothing. I had to call them and they said engineers running late should be there by 18:30? Isn’t this 2024? Totally useless logistics. John Lewis home insurance is going to lose my business.

We will never use this company.The whole experience was awful from start to finish.Incompetance they are not plumbers just charlatans .

Went through insurance company as I had a leak from upstairs toilet which was coming through ceiling. Initial response was excellent as contractor arrived and stopped leak.
He said a new ball cock was required which was fitted several days after.
However when flushing the tank fills but a trickle of water comes into pan and inlet pipe rattles.
The main problem is trying to contact Sedgwick. Minimum of 40 minutes and then told to call another number.
So on the 14th we have had another plumber call as there is a leak in the connection from Toilet to the waste.
They can come and fix the connection which means moving the toilet out. That is understandable.
However if the toilet cracks while taking screws out then they leave you with nothing as the insurance does not cover any replacement.
This I can understand but I would have thought they could replace the toilet even if we had to pay.
But told you would be on your own.

Heating broke 19.01.24 have made in excess of 20 phones waited physically for 4 days to have an engineer visit. 2 appointments cancelled but I was not informed, found out when rang to ask what was happening and told he’s not coming. Have been told they’d ring back 16 times I have never had a call back. I have been waiting 20 days for them to make a temporary repair. It’s now snowing and there’s I have no heating. I don’t think they know what the definition of emergency is. Do not touch with a barge pole IMHO this is a financial scam.

Boiler broke down last week, this was reported 20.01.24 and they were due to come out that night, this was then postponed till 24.01.24.
We have rang every day since for an update to be told there’s no update and we are waiting on someone else before we can feedback.
Phone line waiting times are over an hour long and you do not get any email response, they are extremely difficult to get in contact with.
We are still stuck with a broken boiler and there is certainly nothing emergency about their home emergency care!!
Would certainly avoid where possible!!

Fault to heating last September resulted in a new 2 way valve being replaced.The fault occured again on 4th January 2024.reported on same day and within 2 days the engineer called couldnt find prob said he had 'tweaked' a couple of things.left.heating failed again.reported again on the 9th.on the 13th an engineer came managed to get heating working but detected a different part this time.the timer.said it should take about 3 days and someone would be in touch..after 10 days i called Sedgwick to see how further forward the matter was to be told the claim is closed.after being passed back and forth from Admiral to Sedgwick to Admiral to Sedgwick ive been told there is nothing more they can do and to find my own plumber.The times i did manage to actually get to speak to someone at Sedwick i feel i was ridicule by someone named Derek insisting he had a stammer when upon me asking him why he seem to be hesitating at the basic questions i was asking.he did say he would call back.nothing.I would sincerely hate to think ive been treated the way i have because of my sex but makes 1 wonder. Absolutely appalling and unprofessional behaviour from the staff who work in the office.i ask myself what am i paying for.Oh and am i expected if when i can source a plumber they are expected to put back together fittings there were left exposed by sedgwick engineer upon him leaving?