New Customer - Appalling Service - Will NOT Renew! - ZERO STARS!
I'd give ZERO STARS, if it were possible! I inherited my parents house. Unfortunately, I chose Halifax Home Insurance! I'd been living here for less than 3 months, when my toilet blocked so badly, it flooded my garage. I couldn't use the shower or toilet, and had to "go" in a BUCKET!On 23 February 2026, I called Halifax Home Insurance. I was told my call would be answered in "2 minutes." I was on hold for almost 2 HOURS, and was asked 16 TIMES what the call was about! It almost drove me insane! After 1 hour, the call dropped, and I had to phone back and go to the back of the queue. In the end, I hung-up, because it was past closing time. I have emergency cover for my electrics and plumbing, for all the good it did me!My toilet remained blocked for 5 days, before finally clearing itself. Halifax Insurance Customers should be prepared to defaecate in a bucket and dump it in the garden, because you WON'T get any help from these clowns!Halifax Home Insurance is a JOKE! I no longer trust them, and I will NOT be renewing.Really, really disappointed and annoyed at the total lack of Customer Care! Go with Halifax at your peril!Awful, awful, awful! ... Did I mention they were awful?
Marc Seven
AFTER READING THE REVIEWS
AFTER READING THE REVIEWS, I WAS GOING TO CHANGE MY INSURERS AT THE END OF TERM. AFTER MY EXPERIENCE WITH HALIFAX, I WILL DEFINITELY NOT BE CANCELLING THE POLOCY . AFTER AN ESCAPE OF WATER CLAIM, I HAVE RECEIVED EXCELLENT SERVICE. THE PHONE WAS ANSWERED QUICKLY BY VERY PLEASANT AND KNOWLEDGEABLE STAFF WHO DEALT WITH MY QUERYS VERY QUICKLY AND EFFICIENTLY WITHIN HOURS. THE CONTRACTORS THEY QUICKLY SENT IN WERE ALSO POLITE AND EFFICIENT . I WILL SUBMIT ANOTHER REVIEW WHEN THE WORK IS COMPLETE, BUT I AM NOT EXPECTING ANY PROBLEMS IF THE SAME SERVICE CONTINUES. ALL THE PEOPLE I HAVE DEALT WITH ARE A CREDIT TO THIER COMPANY.
Barbara Flatts
Never Again
Never Again, Have best cover and honest causes to Claim, they reject on every basisDont even bother people.
Imran Khan
Home Emergency Cover is a disgrace
Home Emergency Cover is an absolute disgrace. Suggested that despite my drain being completely blocked (meaning all toilets and sink were unusable, resulting in filth flowing across my hallway floor) that it was acceptable for me to wait until the next afternoon for a plumber. They said this was because they only worked with 2 or 3 contractors. Then, they gave me the option (not really a choice) of finding my own contractor, so I had to do all the phoning, legwork etc. They have now not come back to me about reimbursement within the promised timeframe, so I am out of pocket, having done most of their work for them, with terrible communication, and not providing a core part of the service. Disgusted.
Guy Rintoul
Can never get through to the right people
Trying to get through on the phone is impossible and I cant do what I need to do online. Very, very annoying. On hold for ten minutes, then told I need to be transferred, again on hold for ten minutes and I give up.
GT
Avoid this isurance
Avoid this isurance . Its a joke. Dont like to pay for genuing bath leack.my diabled parents are without a bath and showers for 8 weeks. I am goibg leagle and reporting to fca. Very poor servixe. And staff dobt log anything on system. One agent dont know ehat eas said on las call.. poor.
Kaiyum Memon Bhari
I live in Cornwall and after the recent…
I live in Cornwall and after the recent storm in which we experienced 80mph winds we lost several roof tiles,we had a assessment from a appraiser appointed by Halifax who said the tile loss was due to us having moss on our roof . Absolutely unbelievable.
dave
on hold over 2 hours and still not…
on hold over 2 hours and still not had the help had a leak since friday 6th Feb and taken 4 days to get through
Alethea Leelee
Terrible customer service and no…
Terrible customer service and no engineer....I pay extra and got nothing back was told I would receive a call bk in 8 mins no call...I have no heating or hot water do not take insurance out with Halifax or Lloyds
Mrs Groves
Cold, ruthless company, keep away
We had an accident in one of our bedrooms where a wardrobe fell onto the radiator knocking it off the wall and causing a leak and damage to the wall and causing us to lose hot water to the one and only shower and two radiators.I made the claim on the day and waited three days to be told that we are only covered for a leak and not a leak caused by an accident?? This has to be the worst company I have ever encountered and will be cancelling my policy ASAP!
dave BROWN
Incompetente
Incompetente, rude , dysfunctional insurancers, I have ever dealt with. One minute my claim is good the next minute I’m told it’s not and can’t help me, despite me paying for engineers to carry out an inspection, enforced by the Halifax!!
Francisco Rodriguez
Waste of time and money
Won’t be renewing! Tried to claim on the home emergency cover to be told unless the leak from the drainage pipe into the house is a constant leak they won’t cover it. I explained it’s sewage and it’s only constant when it’s in use but to no avail, they don’t want to know.How can it be a constant leak on something that doesn’t have a constant flow through it?
Ryan Shelton
Home emergency cover is a JOKE won’t…
Home emergency cover is a JOKE won’t come out even though I can’t put my electric on in case the house burns down. But of all my electric had gone off they come out!! Paid in to this for years for nothing. Now my freezer is melting I’m at in the dark with heating etc
Customer
Took out car insurance last customer…
Took out car insurance last customer service was good I was happy Last week had the renewal it's nearly trembled spoke to customer service The devil comes out from hiding never never get anything from this so called insurance and the trouble is I bank with them not after this week
John Roberts
Appalling service - 8 weeks no resolution
I am writing on behalf of my father, who is 82 years old, regarding an unresolved bathroom leak at his property.The issue was reported on the same day it occurred. Halifax initially responded promptly by arranging for an assessor to attend; however, this took place approximately 58 days ago ( 8 weeks ) , and since then there has been no meaningful progress and limited communication.Throughout this period, my father has been required to repeatedly follow up for updates. Despite his efforts, he has received inconsistent information and no clear guidance or resolution. This lack of communication and accountability is deeply concerning.Due to the leak, my father has been unable to use his downstairs toilet. As a result, he must rely on an upstairs bathroom, which is physically demanding and inappropriate given his age. Expecting an 82-year-old individual to manage in these circumstances for 8 weeks is unacceptable.The standard of customer service provided in this matter is extremely disappointing. A delay of this length, combined with poor communication, falls well below reasonable expectations. Halifax should—and can—do better.I would appreciate urgent attention to this matter and a clear update on the next steps toward resolution.Claim number - 700164154On behalf of my father
tracey grout
Ultimate Reward Home Emergency Cover
Have Home Emergency Cover through my Halifax Ultimate Reward account, used it when my home had a dangerous electrical fault. Firstly it is mis-selling to call it Home Emergency, we reported the emergency at 5pm, chased at 8pm promised an update (however we hadn’t even received acknowledgment message at this stage) by 10am the next day so had to stay at property overnight which was stressful. 10am came and went and still not even a text acknowledgment. Called again at 10.30 and got my first text finally confirming the job had gone out to an electrician and to wait for contact. Can’t even promise this will be today. Please don’t take this cover. Leaves customers in dangerous situations.
Mrs Ewing
AVOID AT ALL COSTS: 10 Months of Hell & FOS Involvement:
They dragged my "escape of water" claim out for nearly a year. I was left without a main bathroom for 6 months, and I only have one now because I eventually paid to fix it myself out of desperation. I only received the settlement because the Financial Ombudsman Service (FOS) finally stepped in and forced them to pay.My warning to potential customers:Their contractors (Polygon) showed a total disregard for my home and family's safety. They left me with no ceiling for 5 months, a dangerous hanging electrical wire, and exposed fiberglass insulation (a known health hazard). This wasn't just poor service, it was gross negligence.The investigator they appointed accused me of lying. This was a completely defamatory claim with zero evidence, clearly a tactic designed to help Halifax decline the claim. These investigators are not neutral; they are there to protect the insurer's bottom line.It feels like their contractors are incentivized to find reasons not to pay—citing "wear and tear" or dishonesty rather than fixing the damage.Getting through to the call center is harder than arranging an audience with the Pope. Emails take 3+ days to get a clueless reply. The staff are so untrained that I actually had to work out the invoices for them myself.Their Trustpilot score is 1.3 for a reason. Stay away from this company so your family doesn't have to go through the stress mine did.
Sian
Claim declined - very frustrating
I’m very disappointed with the outcome of my insurance claim. It was rejected on the basis that the damage did not meet the insurer’s “storm criteria,” despite the impact being significant to my property.The explanation provided felt overly technical and lacked transparency. I was left feeling that the decision was based more on strict definitions than on the actual circumstances of the damage.Overall, this experience has left me questioning the value of the cover and the level of support offered when it mattered most. I would not recommend Halifax Home Insurance and will certainly not be renewing my policy with them. I've been with them for several years and never claimed - we feel so let down.
Mary
No effort made to retain a non claiming customer.
I've lived at my late Father property for decades, the policy was transfered to his executors after his death over thirty years ago. I'm the current owner and only recently had a letter from Halifax to discuss current ownership status. I phoned them and after wading through numerous menus and recorded warnings messages about how they would share my data etc. I eventually got through to a human. To cut a long story short I was told that the cover would cease mid January. No attempt to switch it to my name or offer a route to make it easy for me to continue cover. No attempt to pitch an alternative package. I was just told it would cease and I'd have to find my own insurance. I have paid the insurance without missing any payments or claiming. I'll point out the lady I spoke to was pleasant and curteous albeit matter of fact. I guess you already know but if anyone like the Halifax tries to sell you the idea that they are customer focused ...it's not the case. Please don't be loyal and don't believe "we are all there for each other" approach. We are just numbers and such companies are machines that run the numbers.
CC 1
In a real emergency, the Halifax will not be there for you
I would be very wary of the halifax home emergency cover insurance.There is a key exclusion which is mentioned only twice in the entire document. And it is not mentioned at all in any of the online information you have to go into the policy. And do a search for 'trace'.All of the information you read about it makes you think that if you had a burst pipe, they will come out nd remedy the matter and make your property safe, secure.This is not necessarily the case.Because if they cannot visually see where the leaking pipe, they will not do any work.And they insist that you get a third party to come out to trace the leak before they will come out to do any fix.If you had a leaking radiator absolutely brilliant, they can probably see the leak.And they can fix it, and this is something that happened A few years ago for me and it was great.This year on christmas day, water starts to leak through the ceiling in the kitchen.They will not offer any assistance whatsoever.Unless I first find a plumber to come out and locate the leak, and then they are willing to send somebody out to fix it.Absolutely, this is in their terms and conditions and you cannot dispute it whatsoever.This effectively means, however, is it.If you have a leak and you cannot visually see it there are no use to you whatsoever, because if you have already taken time to get a plumber out to do the tracing, then he might as well as fix it. Your alternative is to start hacking holes in your own ceiling, risking life and limb, because you don't know what's up there, you don't know where the electrics are.You don't know what could possibly happen.I phoned up they could not get to that question fast enough. They were desperate to get me off the phone Because they knew that it needed to be traced.I have had the good and the bad of halifax, home emergency cover and I would say that it is not actually worth a great deal when you truly need it for something that is a real emergency.So if you want some sort of cover where they will fix something that's visible, then I suppose, it's not a bad price.But when you are really in trouble, the halifax are not there for you.
Grim Play
