Hope & pray you never need to make a claim with this company. As i write this I have an unsafe / unusable toilet in my home - it is the only toilet in my home and it is in its current condition because of shoddy workmanship by contractors sent by Dialdirect's Home Assistance Helpline. A botched repair left our toilet with pretty bad leak even though the plumber told us it was "fixed" we were left in this state, leaking, for over a week. they have been & repaired the leak another twice since (third times a charm apparently ) we are now left with badly water damaged floor & a toilet that has fixings coming away and the toilet feels loose - moves 1-2 inches side to side. we have been left with unusable facilities & have been told that we must wait a further 8 weeks while they "investigate". they have been "investigating" for approximately 2 weeks now not that anyone has been to look at it, or call to ask me any questions, or ask me to email them the photographic evidence i keep telling them i have. they are only interested in apportioning blame each other After approximately 6 hours on the phone (today alone) arguing with 5 separate companies each passing blame to the next a DialDirect Customer Service representative suggested that I start a new claim on my home insurance (seperate from the home assistance service who caused the damage in the firstplace) & was transferred to new claims where i was cheerily informed that i would need to fork out £350 excess (for water damage) in order to get any work done. I have asked that they come & fix the problem & defer any excess payment until *their* investigation is complete - i dont need an investigation i know it's knackered i have to squat precariously above it every morning. this has been met with nothing but indifference.