would give them a zero star if the option was available.Have appliance breakdown insurance with been with them 3years or so on recommendation of friends.Never needed to call them until my washing machine broke down on 21st December,rather than mess about on the phone booked the appointment online.This appointment was for 3rd Jan.between hours of 8am -1pm.Well 1pm came and went.2pm came and went.Then at 230pm i spoke online (via chat live)on my account.First of greeted with good evening since when was 230pm evening in the uk so reminded this person it was afternoon in uk.Really useless speaking to them.Then spoke to another person who did actually get Mark from british gas to phone me at 320pm.Mark assured me that their had been a mix up my appointment wasn't the morning one i had waited for but because it had been contracted out to ANS it was an all day appointment and they had left a message on Tylers phone for him to get back to me with ETA,but rest assured an engineer would be with me before 6pm,and due to the fact this engineer was possibly busy fixing someone elses appliance or even driving and that could be why they haven't got back to me.Well 6 pm came and went and yes you got it no one turned up.7pm called british gas again engineer could still call but if you feel it's too late call us back and we will rebook your appointment.Contacted online live chat again number given for ANS call them leave message (still no call back from them) spoke via social media its A & S another company number given call them no joy there either. At 830pm called them again this time getting through to Isabelle,very polite and trying to be helpful,she doesn't think the engineer will call now so she will start raising a complaint and rebooking an appointment.Comes back with the appointment 15th January asked her if she was having a laugh 4 weeks without a washer how do i do my washing for the previous 2 weeks ? take it to a dry cleaners how do i get it there where is there a dry cleaners locally to me?The cost of dry cleaning.Puts her manager on who just as useless as what Isabelle was again reiterating the same date for an appointment reschedule.Utter useless and a waste of my day and time,my complaint had been submitted and someone will contact me about it.If i like i can phone up at 8am to see if there is an earlier appointment..At 1030pm (ish) my appointment is still showing on my account and still showing that it was still going ahead.So 7am today get online to my account spoke again to chat adviser who let it slip that my appointment was never going to happen because due to issues with the system.So they knew yesterday that no one was going to call to fix my washing machine but decided to use that little old chestnut of LIES.Still waiting for complaints to get in touch with what they are going to do to rectify this matter.If anyone is thinking of taking out British Gas appliance cover don't avoid at all costs.Rogues and LIARS.On social media trying to fob me off with they do not lie biggest joke of all time.