always delighted with the service, friendly, efficient and value for money
Review by Aeraldar Hanlons3 months ago
Danny the engineer came out identify the problem ordered the part for central heating and made sure i had hot water second time with excellent service and manner 10 out of 10 .The call centre was great and. ben in the office reactive was very help full
Review by Nrr3 months ago
Absolutely terrible company. Their administration and customer care is shambolic and promisrs made fail to materialise. Emails go unanswered or bounce back as the email address no longer exists. Notified I did not wish to renew, in writing, it seems they have failed to cancel the policy. Be very careful with this company, they are not to be trusted.
Review by Hubes4 months ago
Told by the sales team insurance (WOULD) cover boiler and have a boiler service yearly total liars just after a sale...
Its only INSURANCE just in case of a emergency should have stayed with British gas homecare as they are the professionals..
Review by MGtouring4 months ago
As I can't reply to your response I am writing this to find out why you cant discuss my claims so that others can come to their own conclusions on how high risk we are which we take offence too. We are more than happy to give our permission to post them anywhere you like?
To answer your question regarding the policy and why were continuing the boiler cover, that's simply because of the complete mess you made of the job from start to finish? You should solely be responsible for it. Leaking roof caused be your engineers, flooding of kitchen caused by your engineers, water into electrics caused by your engineers, radiators not giving out heat, shall I go on? We have a long list of visits from your unvetted by yourselves engineers.
We have now contacted Gas Safe and see what they think 🤔
Review by Ajodah4 months ago
I had only been with this company 1 year. Firstly I called them out because I had a toilet cistern leak. The guy that came out said it couldn't be repaired but they would replace. I was surprised at this statement but he said someone would call me to arrange fitting. No one did so I had to phone them & I was told they don't replace which I accepted but the guy should never have promised that in the first place.
When my year was nearly up I realised I hadn't been contacted by them for my annual boiler service so I rang them and they said I should've contacted them but I quoted their Terms & Conditions which clearly states "When your annual service is due we will send you confirmation (via email or letter) or call you to arrange it". They kept on promising to call me back but never did it was always me contacting them. Eventually a guy phoned me with a day to service the boiler but needless to say he didn't turn up and there was no communication to say why. When I phoned them yet again they said I'd had my premium returned and the policy was cancelled but as I explained to them that was the automatic renewal premium for the second year, after I'd said I would definitely not renew after their appalling service in the first year and not even had the first years boiler service. I'm still trying to get that first years boiler service as they have broken all the rules of their own Terms & Conditions. The staff I've dealt with are rude and have no idea how to deal with customers. The company doesn't deserve to still be operating. I'm amazed they've got good reviews, not unless they're fake. If I could I wouldn't even give them 1 star they are worse than bad. They have got their premium under false pretences by giving the worst service I've ever experienced.
UPDATE:- Since this review I’ve had contact with Sedge who finally was able to achieve my boiler service and resulting repair albeit on two booking occasions no one contacted me or turned up.
Although this has now brought closure to the matter it doesn’t alter my zero rating of the company. However, thank you Sedge for your efforts which must have frustrated you at times too.
Review by Ledermann4 months ago
Terrible service trying to get my Landlord's gas safety certificate organised.
Had to call about 3 times to get the inspection arranged and when the certificate was received (which I had to call and chase for) it was incorrect as not all the gas appliances in the property were listed.
It has taken about another 5 calls to try and get this resolved and a correct certificate received.
Review by Zorg4 months ago
This is the first time I have used this company an d have found them excellent.
I have only needed to call on their services once to deal with a blocked drain and a plumber arrived the day after I called.
The plumber resolved the problem in no time.
Review by Allgotech4 months ago
I have not been with this company very long but their response to my joining was prompt
Review by Cottered QuXazs4 months ago
It's very simple, you ring with a problem and they get a professional out to fix it.
Review by Alleny Derrow5 months ago
Review by TheBeastMaster5 months ago
Really great service the engineer was spot on very quick clean and friendly a service well worth using.
Review by Graem5 months ago
Excellent service. Highly recommended.
Review by Ratinho5 months ago
This has happened many times with payments taking over 4 months(as with other customers reviews) I made a claim in October 2018 for £229.00 for a dryer, Reactive agreed after engineer visit that product to be replaced and for me to go ahead and purchase a new one and claim would be made. Seven weeks passed, I emailed, called and was told the usual lies the accounts lady was off / ill / busy / etc etc payment will be made in 24 hours. I received a call in December confirming payment in next 7 days - more lies. I spoke with Ben Collis, Manager who is rude and incompetent. In Feb 2019 still no payment made despite more calls - ridiculous that you should chase / beg for your money. I contacted the FCA but told "sagic" the underwrites are covered and reactive has no governing body. I spoke with Sagic who were superb and said they would contact reactive to resolve as this was a "disgrace", 24 hours later I received an email from Ben Collis telling me I would be paid on 1st March some 3 weeks later, most decent companies would pay over the next 48 hrs, not Reactive as they are just NOT reactive. - This company tries so hard to make the customer feel small !. 1 st March 2019 no payment I contact Reactive - more lies, I speak with Sagic again and they try,and agree some financial compensation from Reactive, finally on the 26th March Reactive pay - the claim was made 6 months ago !! - no interest or compensation but no point speaking with them as they just lie. Shocking.
Its a real shame as the lads that answer the phone are really helpful and try so hard but sense this company is operated by incompetent managers and directors - I note a major change in directors, maybe this company has run out of money - take the advice from other review sites DO NOT USE THIS COMPANY !
Review by Rihsab5 months ago
Guys who came to fix cooker, we’re quick, polite and had the part needed delivered and fitted next day! 😊
Review by Sndrow Temor6 months ago
Engineer had appointment to service our boiler (included in policy cost - very good value) and was running a bit late but kept us up to speed with his expected arrival time with several calls. That was appreciated as we did not have to sit there wondering when or if he would arrive.
Testing the CO2 output from boiler showed level too high. Ben diagnosed the problem, pointed out the damaged part needing replacement and very apologetically told us that he would have to turn off boiler until replacement part could be fitted. It was the coldest day of the year so far, but he had no option. (If I had insisted “No”, he was legally obliged to call gas supply company who would then cut us off from the road, and possibly several neighbors also)
Ben kept us advised on progress sourcing part, which would arrive the next day. No hot water or central heating that night but we managed.
Next day Ben called several times to update us on his expected arrival time and by early afternoon boiler was fixed and running. All parts and labour covered by insurer.
Great value from the insurance company and great service from very personable and reassuring engineer Ben.
Review by Evyline6 months ago
I called these on the 10th May as my tumble dryer door is broken under my policy I do not have to pay an excess fee which they confirmed over the phone was the case in July 2018 as due to a very small break in my policy where they did not take a direct debit they said I had to start over. Although I advised them on the phone (call recorded) that nothing has changed and I do not want to start over as I will have to fill out the paper work again. They agreed that the policy would remain the same, hence I received a letter with the same policy number and confirmation in writing that my terms and conditions haven't changed. Nothing was said about now having to pay for an excess fee (hence the policy remains unchanged as informed)
I then emailed Andy Hyde on that same day to inform him of this and to say that I was not advised of any change I have it in writing of no change hence I have been paying for a service that I was lead to believe was one thing when it wasn't. Also because I was not informed of this change I wasn't given the opportunity to look for another provider for the service that suited me. Which I would have done if I was made aware that my policy had changed to have to pay an excess fee. I am still waiting for a reply, I have emailed another two times. Including copying in their info email address still to not have received a response. Which is disgusting
Review by Sadeck6 months ago
This is the best insurance company I have ever dealt with.
I set the team an unusual issue with my broken free sat remote. They got me a new one, delivered less than 24 hours after my initial phone call.
Gary was brilliant.
Thanks again Reactive.
Review by Mauno Fulgosi6 months ago
I have been a customer for over 2 years, they are fine for a blocked sink, but when I had a leaking upstairs toilet, they sent in 2 different tradesmen. Both gave a different versions of where & why the water was leaking from the toilet. I was told I must make a claim on my home insurance as they couldn't help me, even though there was various issues with toilet which were covered under the policy. They should have worked with me, I pay for what was not covered and their tradespersons do the other repairs. This whole thing was so stressful, I had to go to my doctors because of the stress it caused. When I contacted my home insurance they wanted the reports from the Reactive which they sent a one line email from one tradesman after that they were non compliant and this held up my insurance claim as I couldn't tell them where or from the water was leaking. All my home insurance would cover was the damage the escape of water had caused. So I had to pay for the repairs. So I made a claim to have the water damage repaired by my home insurance, they are currently carrying out the repairs right now and they had to check my electricity, some faults were found which needed to be corrected asap. I rang Reactive and basically they can't repair my RCD fault because it was installed incorrectly, how could they know that on an over the phone conversation, I was told to get the person there to fix the problem. They never asked questions how these faults are affecting my home, have I ever had my home rewired and when, they didn't send anyone out. I had a full house rewire in 1999 and regulations are different to 2019, basically they have been taking my money and refusing to offer any further service since my last issue of the toilet.
Review by KSch Chekroud6 months ago
I have been happy with Reactive for a couple of years, but the customer service has now fallen off a cliff. I have 2 rental properties with Reactive landlord cover. For the first property in Yeovil, there were numerous issues getting an engineer to attend. Reactive seem to pass the service request to a 3rd party engineer, but never check that the service is actually booked and completed.
At least 6 calls were needed to arrange an engineer. The first 5 attempts failed to get an engineer on site. Whilst I could forgive this as an isolated incident, the same problems have now occurred with my other property in Essex, with 2 failed requests before the call centre took proper ownership of the problem and made sure an engineer was booked. The first property cover has now been moved to an alternate company, any more issues and the second will follow.
This simply not good enough.
I tried to find a contact point for escalation in Reactive, but without success.
Review by RCy6 months ago
Fixed the problem very quickly
Review by Daniel Nielsen6 months ago
After a little negotiation to get the visit of a plumber organised he turned up quite quickly, sorted out the problem, dried-up the escaped water and left. A very satisfactory outcome to our problem.
Review by Baylei Cerecero6 months ago
This company is about as unprofessional as it gets.
Been in the building game for over 30 years now. So basically know a good housing insurance team when I experience one. They basically employ a lot of amateur tradesmen who come out with the biggest load of tosh you've ever heard.
Duck and dive out of trying to fix or replace anything Even their Premium plan is pretty pointless.
Used them to try help relieve me of work to be be done if things going wrong on other properties but on numerous occasions I've had to go do the work myself. Either because engineers don't turn up or the company constantly comes out with. The policy doesn't cover that. . Absolute waste of money and time.. .
AVOID AT ALL COST or IT WILL COST YOU EXTRA TIME AND STRESS DEALING WITH THESE AMATEURS
Review by Melodye McKaskell6 months ago
So Reactive Insurance Appliance cover is outstanding value and offers the best protection around. However, the issue that has stung me in the tail is that while the cover is excellent and much better than other providers, Reactive sometimes advise for you to purchase the replacement part / new item and then claim a refund from Reactive. This again is a great way to do business; however, Reactive's cash flow shortage stops you getting paid swiftly. In fact, my claim cheque took over three months to get the money back. I was consistently promised that the money would be sent next week, then the week after & then the week after that....you get the gist!
Reactive Insurance has 6 CCJs registered against them and haven't been repaid! Some of them are for minimal amounts (£300), which makes you worry about whether the insurance company is going to go bankrupt after taking your money!
I want them to succeed as they are disrupters in the market place; however, this needs to be backed up with swift payment of claims and better cash flow.
Review by Asabi6 months ago
Very helpful engineers. Only glitch was that when I first reported the problem I was never asked where my dish was situated, so the engineer had to return with a long ladder.