Have been with them over 12 years but since their change of team from RSA to Great Lakes (underwriters) they have been outrageously incompetent. My 90 year mum has a leak through her ceiling. Plumber said we need to invoke trace and access on policy to locate leak as seems pipe under floorboards. Phoned JL told by Alex who said she was a senior claims handler that tracing leak is not covered. I had policy in front of me which said trace and access is covered. But she was Adamant it is not covered. She was rude, unhelpful, very unprofessional as she was eating all the way through call. Then I phoned the no. In policy booklet to make a complaint. I was put through to Karen. She Told me they have no complaints department. She said she could not confirm cover but could only read what the policy book said! Put through to various people., over 3 hours. Eventually to Kieran Reilly who said he can deal with complaints. He Confirmed the policy was covered, but not an emergency and “will give Alex feedback” (so a senior advisor turning down a valid claim gets “feedback” rather than an investigation or disciplinary). He was very adamant that complaint should be closed. Meanwhile every time mum who needs water for her ventilator as she is in poor health, turn on sink or tub tap, water comes tho’ ceiling below. But JL don’t view this as an emergency. Absolutely appalling way to treat esp. the vulnerable.