HEA レビュー 

HEA からの回答

2026年3月19日

Hi Adil,

We're delighted to hear that you experienced a prompt response and found our team to be understanding and efficient. It’s great to know you were satisfied with the service—we truly appreciate your support and look forward to helping you again in the future!

Kind regards,
Nazeera.

HEA からの回答

2026年3月19日

Hi Stephen,

We're pleased to hear that the technician arrived on time and delivered a professional, tidy service. Your feedback means a lot to us, and we’re glad we could meet your expectations!

Kind regards,
Nazeera.

HEA からの回答

2026年3月19日

Good afternoon,

Thank you for taking the time to leave us a review.

We’re pleased to hear that you found our staff to be helpful. We’re sorry to hear your concerns regarding our third-party contractors and appreciate your feedback.

Having reviewed your policy, we can see that you have made two claims—one in December and one in February—and both were successfully completed.

We are always looking to improve our service, including the performance of our contractors, and your feedback has been noted.

Kind regards,
Customer Relations

HEA からの回答

2026年3月19日

Good afternoon,

Thank you for taking the time to leave us a review.

We’re sorry to hear about your experience. Due to difficulties in arranging a contractor to attend at the time, our claims team provided troubleshooting support over the phone to help restore your electrics as quickly as possible.

You were advised to unplug all appliances and then reconnect them individually to identify if a specific appliance was causing the issue. This is a standard diagnostic step and can often resolve the problem without the need for an engineer visit.

We understand this may not have met your expectations, and we appreciate your feedback.

Kind regards,
Customer Relations

HEA からの回答

2026年3月19日

Good morning Mr Rouf,

Thank you for taking the time to leave us a review.

I can see that you originally took out your policy online and selected our Enhanced cover. This level of cover is designed for emergency situations only, focusing on more urgent and significant issues.

If you are looking for a broader level of cover, we also offer a Premium policy, which includes both emergency and breakdown cover, providing protection for a wider range of situations.

If you are interested in upgrading your cover, please contact our customer service team, who will be happy to discuss the options available and what each policy includes.

Thank you,
Customer Relations

HEA からの回答

2026年3月19日

Hi Peter,

Thank you for your feedback! We're glad to hear you found our service professional. We appreciate your support and look forward to assisting you again!

Kind regards,
Nazeera.

HEA からの回答

2026年3月19日

Good afternoon,

Thank you for taking the time to leave us a review. We are sorry to hear about your experience and the frustration caused.

Having reviewed your claim, we can see that an engineer attended and identified that the issue was due to water penetration around the chimney stack. It was advised that the chimney requires repointing and a full repair. As this type of work falls outside of the policy cover, you were advised that this would need to be arranged privately.

We understand your concerns regarding communication and the delay in receiving further contact, and we appreciate you bringing this to our attention. Your feedback has been noted as we are always looking to improve our service.

Kind regards,
Customer Relations

HEA からの回答

2026年3月19日

Hi Stephen,

We're pleased to hear you were satisfied with the prompt service, and we appreciate you taking the time to share your experience.

Kind regards,
Nazeera.

HEA からの回答

2026年3月19日

Hi Anthony,

Thank you for your fantastic feedback! We're delighted to hear that you received a quick and professional response from our network of specialist repairers, and that the service exceeded your expectations. We truly appreciate your support and your kind words!


Kind regards,
Nazeera.

HEA からの回答

2026年3月18日

Good afternoon Mrs Palmer,

Thank you for taking the time to leave us a review.

I can see that you originally took out the policy online. When setting up the policy, you would have been required to confirm that you had read and understood the terms and conditions. All policy information is also available on our website for you to review, and you are provided with a 14-day cooling-off period to ensure you are happy with the cover.

I can also see that you recently contacted our customer service team, who confirmed the details of your current cover and discussed alternative package options with you.

Kind regards,
Customer Relations

HEA からの回答

2026年3月17日

Good Morning Miss Bassi,

Thank you for taking the time to leave us a review. I’m sorry to hear you are unhappy with your experience.

I have looked into this for you and can see that your claim related to a loss of heating, however you still had hot water. Your policy is on our Enhanced level of cover, which is emergency cover only. Under this level of cover, assistance is provided when there is a complete loss of heating and hot water, or another insured emergency, in line with the policy terms.

If you are looking for cover that also includes non-emergency breakdowns (for example, where heating is affected but hot water remains available), our Premium level of cover may be more suitable, as it includes both breakdown and emergency assistance.

If you would like to discuss the cover options available, please contact our Customer Services team and they will be happy to help.

Kind regards,
Customer Relations

HEA からの回答

2026年3月17日

Hi Paul,

Thank you so much for your detailed and thoughtful review 😊

We’re really sorry for the delay in getting back to you after your initial call — but we’re so pleased Katie was able to get everything sorted and have your toilet working properly again.

It’s especially wonderful to hear that the outcome made such a positive difference. We’ll be sure to pass your kind words on to both Jack and Katie!

If you ever need us again, we’re always here to help

Kind regards,
Nazeera.

HEA からの回答

2026年3月16日

Hi David,

We're really happy to hear that the leak in your kitchen was sorted out and that our technician was polite and efficient. We'll be sure to pass your compliments on to her — she'll really appreciate it! Thanks again for your support.

Kind regards,
Nazeera.

HEA からの回答

2026年3月19日

Hi Christina,

Thank you for your kind review! We're glad to hear you received good service and that a contractor was able to get in touch with you so quickly. We appreciate your feedback and look forward to assisting you again in the future!

Kind regards,
Nazeera.

HEA からの回答

2026年3月16日

Hi Norma,

We're glad to hear that you found our service on time and that the team was polite and courteous. We truly appreciate your support and look forward to assisting you again!

Kind regards,
Nazeera.

HEA からの回答

2026年3月13日

Good afternoon Mr Harrison,

Thank you for taking the time to leave a review. We’re sorry to hear that you were unhappy with your experience.

After reviewing the notes relating to your claim, the attending engineer identified that the drainage issue was caused by tree root ingress. Under the terms of our policy, issues caused by root ingress are not covered, which means any further work required to remove the roots or repair the affected pipework would need to be arranged privately.

We have also reviewed our system notes and cannot see that you were advised that you would be reimbursed for arranging the work yourself. The information provided was that the issue fell outside the scope of the policy and would need to be resolved privately.

We appreciate that this may have been frustrating and we are sorry for any disappointment caused.

Kind Regards,
Customer relations.

HEA からの回答

2026年3月12日

Hi Hassan,

We’re sorry to hear that the repair took a few days and that you had difficulty getting through by phone. We understand how important it is to have things resolved quickly, especially when it comes to issues in your home.

Our claims team is available 24/7, 365 days a year on 0333 00 34999, and they’ll always be happy to help if you need to report an issue or check on the progress of a repair.

We also apologise for the delay you experienced. Your feedback has been logged as an opportunity for improvement on our side so we can continue to improve our response times and communication. Thank you for bringing this to our attention.

Kind regards,
Nazeera.

HEA からの回答

2026年3月12日

Hi Ron,

Thanks so much for the fantastic feedback! 😊 We're really glad to hear the setup was simple, the pricing worked for you, and that the emergency repairs were handled quickly. It’s great to know everything was sorted without any drama and your home was back to normal in no time!

Kind regards,
Nazeera.

HEA からの回答

2026年3月12日

Hi Garry,

Thanks for the great review! 😊 We're glad we could get your leaking toilet sorted quickly and without any hassle. If you ever need help again, we're always here to assist!

Kind regards,
Nazeera.

HEA からの回答

2026年3月12日

Hi Linda,

Thanks for the review! 😊 Glad we could get the drain unblocked and everything flowing again. If you ever need a hand in the future, we’re here to help!

Kind regards,
Nazeera.