We used Installsure to arrange our IBG insurance for a tender we were working on, and the whole process was straightforward from start to finish. Karan handled our enquiry and was extremely helpful th... Voir plus
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In their most recent message Installsure wrote “ We fully respect the Financial Ombudsman Service “. The following are quotations from letters to me from the Ombudsman Service which seem to con... Voir plus
I was very anxious about dealing with installsure not for any particular reason other than I find dealing with insurance companies difficult by nature. I dealt with an advisor called Becks and she gui... Voir plus
L'entreprise a répondu
Claimed on a composite front door ( fitted 9 years ago ) that had cracked and although it took some time had good communication and door was fitted by local firm who was on InstallSure list of appro... Voir plus
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À propos de l'entreprise
Écrit par l'entreprise
Fast-forward your way to the best Insurance Back Guarantees and business insurance cover. Installsure - the broker that understands the risks domestic and commercial installers face.
Coordonnées de contact
40 Rushworth Street, SE1 0RB, London, Royaume-Uni
- installsure.co.uk
3,9
Bien
197 avis
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A répondu à 85 % de ses avis négatifs
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Lowest of the low
UPVC double glazing and door salesmen get a bad rep in this country. Installsure is the embodiment of every negative stereotype associated with them. Slick, slimy sales approach that promises the earth. Then hiding behind small print to cry off of making their work correct.
We paid over 3000 for a new front door and were reassured that in the event of a fault we were covered.
So when the door began to stick and not lock because the pins were not engaging we called and asked if it could be adjusted.
The respnose we got was a patronising letter saying that as we had bought the door on finance we could claim under the consumer credit act from the finance company. They went on the say that their small print states that if there is another means of redress they dont have to bother helping customers and due to their small print they were not inteterested in helping.
As it turns out, a few youtube videos and an allen key and the lock is ok again. But like most, I have no time for companies that hide behind small print. So congratulations Installsure, you saved yourself possibly 30 quid with your sneaky small print. By the looks of the reviews on here you will soon end up where a company of your ethical standing deserves to be, out of customers and in the gutter. Good luck.
16 juillet 2024
Avis spontané
Réponse de Installsure
Thank you for your feedback. We’re sorry to learn that you are unhappy with the decision we made on your claim. Under the terms of Section 75 of the Consumer Credit Act 1974, a finance or credit card provider is liable for goods which are purchased using a finance agreement or credit card, where the goods prove to be defective. In the event your finance, or credit card provider declines your claim, please request a written response from the finance provider and we will then reassess your claim. You can forward the written response to our team at claims@installsure.co.uk with details of the case to include your name, address, policy and claim number. We look forward to hearing from you
We made a claim in January 2024
We made a claim in January 2024. They declined the claim so we appealed. They have finally, after 6 Months, declined again. Worst part is they are offering us a goodwill payment of £100 if we accept their decision but nothing if we do not accept and continue our case with the Financial Ombudsman. This is an attempt to bribe us into dropping our case. I would urge anyone who has either had a claim dismissed or like others have been ignored to raise a case with the Ombudsman.
11 juillet 2024
Avis spontané
Réponse de Installsure
Thank you for your feedback. We’re sorry to learn that you are unhappy with the decision we made on your claim. All claims made to us are assessed in line with the terms and conditions of your policy. Notwithstanding the length of time taken to respond to you, if your claim triggered our exclusion within the policy this will explain why your claim was declined. Any goodwill payment offered to you is often in recognition of any service failure that you may have been subject to in our handling of your claim. This would have been explained in our declined letter and or complaint letter. However, if you feel that the decision we took was not in line with the terms set out in your policy we would love to hear from you, so we can put it right. Please email our Claims team at claims@installsure.co.uk with details of the case to include your name, address, policy and claim number. Our dedicated team will review the matter and contact you to resolve.
Had 11 windows,2 doors and a set of…
Had 11 windows,2 doors and a set of French doors fitted by safestyle,had problems from the beginning,they replaced living room window twice(needs replacing again)changed main bedroom window(needs replacing again)was supposed to replace French doors(new ones came but were damaged)kitchen window replaced,the composite front door needs replacing,tried claiming through installsure but getting the same response as everybody else,don’t want to pay out,it’s now time to contact my house insurance provider to use the legal assistance on my policy 😁
26 avril 2024
Avis spontané
Réponse de Installsure
Thank you for your feedback. We’re sorry to learn that you are unhappy with the decision we made on your claim. All claims made to us are assessed in line with the terms and conditions of your policy, which would have been sent to you shortly after the installation of your doors and windows. If your claim triggered our exclusion within the policy this will explain why your claim was declined. However, if you feel that the decision we took was not in line with the terms set out in your policy we would love to hear from you, so we can put it right. Please email our Claims team at claims@installsure.co.uk with details of the case to include your name, address, policy and claim number. Our dedicated team will review the matter and contact you to resolve. We look forward to hearing from you.
Shares private and confidential documents
This is potentially the worst company I have had to deal with.. first of all it took for me to find someone on linked in and message them to get a response after 2 months of emailing and calling. Once I then got that response it took another 3 months of back and forth forms to be told they can’t do anything as the claim is less than the excess charge they won’t be going forward with my claim. Why couldn’t they have told me this from the beginning so I didn’t have to waste my time? It gets worse, when they sent me over a form to fill out they actually sent me a private and confidential form from another person they was dealing with which I have ever right to share with these people as I have all their private details.
If you want to be messed around for months and potentially have all your private details shared then go ahead with this company if not avoid.
6 juin 2024
Avis spontané
Réponse de Installsure
Thank you for your feedback. We take all our customers privacy seriously and are keen to understand more about the issue surrounding the private and confidential documents. The failure of some industry leading installers has resulted in unprecedented volume of contacts to our team, which has resulted in lengthy wait times. Please reach out to us directly at info@installsure.co.uk with details of the case to include your name, address, policy and claim number so we can prioritize resolving this matter swiftly.
Simply by speeding up the system i also…
Simply by speeding up the system i also had a expensive door fitted by safestyle that as also bowed badly i we are pensioners and feel the cold our kitchen is freezing our claim as been also going on for months we think things are finally all sorted only to get another email saying we haven't provided all the information it's as though they are playing for time hoping we go away maybe they are going bust as well who knows
16 février 2024
Avis spontané
Réponse de Installsure
We’re truly sorry to hear about the challenges you've faced in making a claim with us. We recognised the impact the faulty door is having on you and we want to progress your claim as quickly as possible. Our aim is not to delay your claim, for us to validate your claim correctly we do require various information. Further details on this can be found by clicking on the following link https://www.installsure.co.uk/news-events/2019/12/06/how-to-make-a-claim-on-an-installsure-ibg-policy Please contact us with the supporting documents at claims@installsure.co.uk , please include your name, address, policy and claim number . We look forward to hearing from you
If I could give 0 I would,this company…
If I could give 0 I would,this company are shocking .
I had a door fitted by safestyle who went into receivership Oct. Since Nov I have been attempting to have a claim dealt with as the door frame is bowed. I have sent emails and out details of everything needed . I won't bore you with the countless attempts to get this claim resolved. But I April of this year I believed the claim would be finally be looked at, to receive another email saying I had still not provided a document. This was all supposed to have been sorted and 7 months later we still have to force our door closed with no satisfactory resolution . Very very unhappy
7 juin 2024
Avis spontané
Réponse de Installsure
We’re truly sorry to hear about the challenges you've faced in making a claim with us. We appreciate that making a claim can be quite stressful and we aim to make this process as smooth as possible for all our policy holders. The failure of some industry leading installers has resulted in unprecedented volume of contacts to our team, which has resulted in lengthy wait times. Please contact us with the supporting documents at claims@installsure.co.uk , please include your name, address, policy and claim number . We look forward to hearing from you.
This company has drawn the short straw…
This company has drawn the short straw with Safestyle going into administration. They are mad busy but in my opinion they are doing a great job. I had a claim for a faulty door gave 2 quotes and the claim was looked at and approved just waiting for my french doors claim now which I'm sure they will also approve. Please be patient with them as Safestyle have dealt them a bad hand. It did take a while but they have approved 1 claim now. So I'm sure they will sort the second one out now. Thanks for the support Installsure and keep up the great work. Update both claims now been resolved.
9 mai 2024
Avis spontané
Réponse de Installsure
Thank you so much for taking the time to leave us a 5-star rating – it’s much appreciated! We’ll continue striving to provide exceptional services and outstanding customer care to make every interaction with us remarkable
Filled out a request to have two fogged…
Filled out a request to have two fogged windows replaced. They now want a bank statement from seven years ago to prove we paid. If I had not paid do you really think I would have the windows. Really bad insurance company and will in the future decline any business that uses them to guarantee their work.
Is the reply below is a joke?
8 mai 2024
Avis spontané
Réponse de Installsure
We’re truly sorry to hear about the challenges you've faced in making a claim with us. We appreciate that making a claim can be quite stressful and we aim to make this process as smooth as possible for all our policy holders. Nevertheless, to validate your claim correctly, we do require information from you for example proof of payments. Please contact us with the supporting documents at claims@installsure.co.uk , please include your name, address, policy and claim number . We look forward to hearing from you.
I have waited 6 months to get my claim…
I have waited 6 months to get my claim sorted . Two quotes have long expired and they lost my first quote so had to send all over again . Emails sent but just told they will pass on to the claims department. I’m beyond my rope . Reading these reviews confirms my worries. I’m going to the ombudsman next .
14 octobre 2023
Avis spontané
Réponse de Installsure
We’re sorry to learn about your experience with us. The failure of some industry leading installers has resulted in unprecedented volume of contacts to our team, which has resulted in lengthy wait times. We would lover the opportunity to move your claim forward as quickly as possible. Please reach out to us directly at claims@installsure.co.uk with details of the case to include your name, address, policy and claim number so we can prioritize resolving this matter swiftly. We appreciate your patience and hope to restore your confidence in our service
Composite door, lock problems
Composite door, having similar problems. Online form is difficult to address the problem with, calls unanswered. The tongue of the lock detached and I had to call a local firm to get the door open! £150 and they have only managed to temporarily fix it, needs the whole mechanism replacing but couldn't do the job before being sanctioned by the insurer. 10 yr guarantee with 3 left to go. Door face has already been replaced by Safestyle before they went bust, it is now deteriorating again!!
I had one conversation with a helpful advisor and since then nothing!
10 avril 2024
Avis spontané
Réponse de Installsure
We’re truly sorry to hear about the challenges you've faced in making a claim with us. We appreciate that making a claim can be quite stressful and we aim to make this process as smooth as possible for all our policy holders. We would like to continue to be helpful to you as you mentioned by assisting you to complete your claim for the composite door. Please contact our team directly at claims@installsure.co.uk with details of the case to include your name, address, policy and claim number. We look forward to hearing from you.
If anything less than 1*
If anything less than 1*, I would have awarded even less than*. I called a handler Bobbie; there is no better way to upset a customer.
Please address them so as not to patronise customers.
17 avril 2024
Avis spontané
Réponse de Installsure
We’re sorry to learn about your experience with us. Our calls are recorded for training and quality monitoring purposes and we would love the opportunity to look into this. Please reach out to us directly at info@installsure.co.uk with details of the case to include your name, address, policy and claim number so we can prioritize resolving this matter swiftly. We appreciate your patience and hope to restore your confidence in our service
Nobody picks up the phone
Nobody picks up the phone, Nobody replies to emails, this company shouldn't exist!
16 avril 2024
Avis spontané
Réponse de Installsure
We’re sorry to learn about your experience with us. The failure of some industry leading installers has resulted in unprecedented volume of contacts to our team, which has resulted in lengthy wait times. It's clear that there has been poor communication, and we want to get this right. Please reach out to us directly at claims@installsure.co.uk with details of the case to include your name, address, policy and claim number so we can prioritize resolving this matter swiftly. We appreciate your patience and hope to restore your confidence in our service
Insurance policy worthless.
Just wasted 3 months pursuing my 10 year guarantee with Safestyle of which I still have 3 years left.
Have been informed by there insurers Installsure that my claim for £108 for blown window has been declined. They informed me they are not liable for any defects in sealed units. They even added that they are not liable for doors or windows hardwear, tracks, runners, mountings, mechanism, trims, and any other fixtures or fittings that are more than 12 months after insurance cover start date. So ten years guarantee is worthless.
What I don’t understand is Safestyle came out just before going into administration to fix glass but bought the wrong size. So they had obviously agreed it came under claim. Installsure should not be allowed to exist. They don’t even answer their phones. Staff being paid for doing nothing. Absolutely disgusting company.
26 mars 2024
Avis spontané
Réponse de Installsure
Thank you for your feedback. We’re sorry to learn that you are unhappy with the decision we made on your claim. All claims made to us are assessed in line with the terms and conditions of your policy, which would have been sent to you shortly after the installation of your window. If your claim triggered our exclusion within the policy this will explain why your claim was declined. However, if you feel that the decision we took was not in line with the terms set out in your policy we would love to hear from you, so we can put it right. Please email our Claims team at claims@installsure.co.uk with details of the case to include your name, address, policy and claim number. Our dedicated team will review the matter and contact you to resolve. We look forward to hearing from you.
Bad company to deal with, Extremely poor customer service
"Installsure is a terrible company to deal with; they put up numerous obstacles to hinder the claiming process and often do not respond when contacted by phone."
Never answered my repeated emails
18 février 2024
Avis spontané
Réponse de Installsure
We’re truly sorry to hear about the challenges you've faced in making a claim with us. We appreciate that making a claim can be quite stressful and we aim to make this process as smooth as possible for all our policy holders. Nevertheless, to validate your claim correctly, we do require various information's. You can click on the following link to obtain more information on how to make a claim https://www.installsure.co.uk/news-events/2019/12/06/how-to-make-a-claim-on-an-installsure-ibg-policy . The failure of some industry leading installers has resulted in unprecedented volume of contacts to our team, which has resulted in lengthy wait times. It's clear that there has been poor communication, and we want to get this right. We are keen to help you make your claim and would like to hear from you. Please contact our team directly at claims@installsure.co.uk with details of the case to include your name, address, policy and claim number so we support you in obtaining a quote. We look forward to hearing from you.
Rubbish customer service
Won’t reply to any of my messages. Can’t get hold of them in anyway I try. Awful and useless.
1 février 2024
Avis spontané
Réponse de Installsure
We’re sorry to learn about your experience with us. The failure of some industry leading installers has resulted in unprecedented volume of contacts to our team, which has resulted in lengthy wait times. It's clear that there has been poor communication, and we want to get this right. Please reach out to us directly at claims@installsure.co.uk with details of the case to include your name, address, policy and claim number so we can prioritize resolving this matter swiftly. We appreciate your patience and hope to restore your confidence in our service
lack of customer service and failure to progress claim
Some 4 years ago our windows were relaced by a Company then know as UTrade windows Ltd. the job was poorly done leaks and draughts being a common problem. complaints to the Company were meet with rudeness and none acceptance of the poor workmen ship.
so we claimed on the insurance provided by Installsure . again a poor response Emails phone calls either ignored or fob off with reasons not to progress the work. after a letter to the CEO(not reply)
some work was carried out. but still problems are the the same in fact further faults found with the intial fitting by UTrade.
to date i am still trying to get some progress with the job but i may as well take to my self for all the response i am getting .my last contact with them was a letter dated 5 December 2023 promising action with 8 weeks, needless to say nothing has happened .
27 février 2024
Avis spontané
Réponse de Installsure
We’re sorry to learn about your experience with us. Although we are unable to comment on UTrade windows Ltd we are keen to ensure that the issue with your windows are resolved. Please reach out to us directly at claims@installsure.co.uk with details of the case to include your name, address, policy and claim number so we can prioritize resolving this matter swiftly.
Conflicting Interests - MD is one and the same of both Installsure and Fensa?!
Atrocious service - I had my orangery installed by Pennine Home Improvements (debatable title) in 2016, the company went into liquidation. I had a problem with the installation and had various attempts made by Pennine to make good the issue. However when they went into receivership I consulted GGFi (now installsure) warranty and was relieved to find that the policy covered me and therefore would try to make good the leaking issue. They sent out someone to investigate the problem, got me to produce the documentation going back to 2016 to prove I had actually purchased and fiinalised the installation and promised to get back to me - this was in June 2023?! As all other comments stand testiment - you cannot speak to anymore in installsure or have your issue dealt with and resolved. FENSA & INSTALLSURE are part of the same company. FENSA BEING A SELF CERTIFICATION system actually means that the glazing industry will follow its rules and certifies that it has - of course this is not true - no inspections takes place after installation by FENSA.
INSTALLSURE, formerly GGFi is another con - the warranty does not cover you for faulty installation or fraud if glazing company does not go bust. Even in this situation it is near impossible to pursue a claim.
Involve your MP to pursue claims - this industry needs to be properly regulated, the Government needs to regulate these companies to prevent shoddy workmanship which results in unsuspecting people not being covered for substandard installations and having little recompense when they do under this present system - change will only happen if people speak up and join together to implement the changes.
8 juin 2023
Avis spontané
Réponse de Installsure
Thank you for your feedback. As a Financial Conduct Authority (FCA) regulated business, we aim to conduct our business compliantly, in line with the FCA and other governing bodies rules and regulations. Should this be found not to be the case, then we will investigate any wrong doings and commit to putting things right at every level using the appropriate governance. We’re sorry to learn that your experience has led you to believe otherwise. As for the issue with your orangery, all claims made to us are assessed in line with the terms and conditions of your policy, which would have been sent to you shortly after the installation of your orangery. If your claim triggered our exclusion within the policy this will explain why your claim was declined. However, if you feel that the decision we took was not in line with the terms set out in your policy we would love to hear from you, so we can put it right. Please email our Claims team at claims@installsure.co.uk with details of the case to include your name, address, policy and claim number. Our dedicated team will review the matter and contact you to resolve. We look forward to hearing from you.
Thieves stole my vetting fee to then…
Thieves stole my vetting fee to then lie to me about my company
15 février 2024
Avis spontané
Réponse de Installsure
Thank you for your feedback. We are keen to understand more about the issue surrounding your vetting fee and the statements made about your company. Please reach out to us directly at applications@installsure.co.uk with details of the case to include your name, address, policy and claim number so we can prioritize resolving this matter swiftly.
Disappointing Customer Service
Purchased a composite door from Safestyle in July 2022 had nothing but issues with the door as the lock was intermittent and the actual door was not fitted correctly. An engineer eventually came out looked at the door , tried the lock and said exactly what I had already told them. Engineer went away stating Safestyle would contact me to make an appointment. This was in July 2023. Safestyle contacted me to arrange an appointment and was given a date of November 2023. I now had to wait 4 months without being able to use my front door. Response from Safestyle well you'll be okay if you have a back door. I Contacted Safestyle a number of times between July and November to ask if any appointments were available sooner only to be told no here weren't any. I Contacted Safestyle in November only to find out they had gone into administration. I have sent online messages to Installsure who took over any issues with Safestyle door on 4 occasions with no response. I have left 6 voicemails with them on the contact number they advise to contact them on with no response. This does not include the other occasions when I could not leave a message as the voicemail box was full.
I have even sent online messages to their complaints department and still no courtesy call. Poor customer service and I still have a £3500 door that does not work.
12 janvier 2024
Avis spontané
Réponse de Installsure
We’re truly sorry to hear about the ongoing issues with your door and the challenges you've faced in making a claim with us. We understand your frustration, especially the lack of communication from us. The failure of Safestyle has resulted in unprecedented volume of contacts to our team, which has resulted in lengthy wait times. It's clear that there has been poor communication, and we want to get this right. Please reach out to us directly at claims@installsure.co.uk with details of the case to include your name, address, policy and claim number so we can prioritize resolving this matter swiftly. We appreciate your patience and hope to restore your confidence in our service
I had windows fitted 2 years ago…
I had windows fitted 2 years ago company gone bust . But I paid on credit card . They are saying I have to claim off of them .
12 janvier 2024
Avis spontané
Réponse de Installsure
Thank you for letting us know about your need to make a claim. Under the terms of Section 75 of the Consumer Credit Act 1974, a finance or credit card provider is liable for goods which are purchased using a finance agreement or credit card, where the goods prove to be defective. In the event your finance, or credit card provider declines your claim, please request a written response from the finance provider and we will then reassess your claim. You can forward the written response to our team at claims@installsure.co.uk with details of the case to include your name, address, policy and claim number. We look forward to hearing from you.
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