Help..............!!!! Been paying D&G extended warranty insurance payments for years - at least two decades for a range of Miele white goods. The machines have been excellent, never had to use the 'warranty' until last week. Small fault on the (excellent) 21 year old washing machine. In spite of having paid D&G £thousands over the years, they didn't want to organise an engineer call-out. I had to contact Miele and get them to do it. Engineer checked machine, not bad condition but needed small part. His co. told D&G, even got a ref no, that was last week and ever since D&G have refused to sanction this small repair, denied that an engineer had visited - or requested the OK for a part replacement (in spite of giving a ref. no.) and they deny everything. 'We'll send an e-mail to claims' say their customer service. But that will take 48 hrs to reply (pointed out that it has been well over 48 hrs already). 'Raise a formal Complaint'. That will take between 3-5 working days to look at and we can't do anything more(!!!) until that process is finished'. That's their reply. They want me to buy a new machine (from somewhere) so that they don't have to pay out anything - for repair, or for replacement - as their 'contract' states they have to. They want me to walk away - no cost to them - and pocket all the £thousands I've paid them over the years. Maybe that will happen, in which case I will cancel all the other (unused) G&G insurance warranty contracts and broadcast this experience to the world. Immoral - yes. Worse - definitely. I could say much more but legally that might be a problem, but I wouldn't go anywhere near them in future. Miele also have a 'brand' image problem as they recognise D&G as a 'partner'. Doesn't say much for Miele so a replacement will likely be Bosch or Siemens. Further to the above, several attempts at calling D&G this morning (Wednesday 27 Oct) have resulted in music on hold for 30mins+ each time. No contact from them, the engineer has not been able to establish any follow-up contact with them either, Miele wash their hands of this 'You need to talk with D&G' they say' ( - if only...!). So we need a washing machine, no likelihood of this (small) repair being progressed by D&G, no help from Miele so goodbye Miele, hello Bosch, Siemens or another decent manufacturer, one that offers long manufacturer's warranty (i.e. they have confidence in their own products, Miele are now only two years -down from 5 or ten) and no immediate partnership with dodgy D&G... Update 2: Finally (Thursday 28 Oct) got through to 'Claims' via Customer Service. Waited for 45 mins to get through. Attempted to give a bit of history and explain what the details of the machine were etc., very politely, but after a few seconds - they put the phone down. Yes, that's D&G at their best, helping the customer......