We recently had a flood in our home which was our fault. We wanted to phone to find out the process for making a claim and to have a general discussion about whether or not we needed to go through our insurance immediately or if we could get quotes for the work required and see if it was worth just paying ourselves. The representative we spoke to was needlessly combative, judgemental and rude and made it clear they would bend over backwards not to pay out. She tried blaming the builders who created our home before even understanding the details and what had actually happened. At the end of the conversation we still don’t know the answer to our actual question. It’s clear from this conversation alone that this is not a company I would ever want to deal with from a customer service perspective and I really hope we don’t need to use our insurance because they will definitely do whatever they can to avoid paying out. I’ve been with them a few years, this is definitely not going to continue. She kept going on about a plumber, our son overflowed the shower and flooded the ceilings underneath, no plumber required. She kept blaming our house builder for the flooring we laid not being able to contain a flood, so avoid if you have a new build as they definitely won’t pay out. This is what accidental damage cover is for, ridiculous. Never again.