Deeply concerned about what has happened to me & serious nature of it. AXA sent Andy - Ray Jones Roofing Ltd to do a temp repair on roof leak following storm as per my HE policy. Andy was equipped w/only a ladder, failed to identify any issue, did not complete any temporary repair or anything to mitigae ongoing leak into my home. Said he could not see any issues & further investigation is needed. Said ring insur & he would return with the necssary tools & he would write this to my insurer specify that my case remain open. He had me sign a blank form saying I was signing to say he had attended and seen me. That form was then falsified to add on saying tiles were removed to check for leaks but nothing was identified and went on to say "The guys belive its poor workmanship". This is contradictory to what was discussed. No poor workman ship was evidenced, or discussed with me and I did not know that they would be forging the paper writing a totally different thing to what Andy told me & pretending I signed to agree to that. After filing a complaint with Ray Jones he telephoned and was unbelievably unprofessional. He intially denied that anyone had written 'poor workmanship' on the report, offered to prove it by sending me a photo of the page, backtracked and ultimtely admitted to falsifying the report by having th woman in the office write it. He stated that they "have" to put down either poor workmanship, malicious damage, or wear and tear on the report. These are the 3 things insurance would not cover, so it is evident to me that Ray Jones is deliberately adding it to reports sent to the insurer to invalidate claims. I hope AXA has not instructed him to do this as it would be fraud. It needs to be urgently investigated. Ray also argued it's not his job to locate the issue and complete a temporary repair, eventhough that's precisely what home emergency covers and said he is only able to 'replace tiles' and would not fit a tarpaulin to mitigate damage claiming it would 'just blow off anyway', eventhough thats again what my policy stipulates the contractor will do. Instead I am expected to continue to suffer water pouring into my home in the meantime rather than carrying out the job he was hired for-causing more damage to my home. He also endlessly complained that he wanted to be paid for 3 hours but AXA only pay him for 1 hour maximum (his staff member was here for 35 minutes and 15 of those were spent on the phone to someone else talking about that days appointments). I explained that if he's not happy with what he is paid he should not take the job, and I have no control over that as I am simply the customer of the insurer. If he feels he is underpaid, that is no reason to take it out on innocent customers by falsifying reports to close down their claims unjustly, because he doesn't want to invest the time and effort into completing the job he was hired for. It seems he is only taking the jobs to have someone attend with no equipment, have customers sign a blank page, falsify a report later to invalidate their claim and not have to bother doing any actual work. Anyone can falsify a sentence, it's much easier than locating and fixing the actual problem- something a professional person with "40 years experience" as he claimed should be able to do. I recorded the whole conversation and will be passing it onto trading standards. Considering the serious nature of the admissions I am finding it extremely difficult to have any faith in my policy knowing that the contractors they use admit to falsifying reports. I raised the falsified report with Steve from AXA, who admitted the photos show no evidence of poor workmanship and could hear how upset I was. Initially he offered to send the same roofer back which obviously I could not agree to as they are untrustworthy, then said a differnt company would be sent. However he then withdrew that offer after liaseing with his manager,came back and said there was nothing they could do and they have to accept the false report. Suggested I pay to hire my own surveyor to write a report to counter the falsified report- at my own cost. He refused to allow me to speak to a supervisor and basically told me I was wasting my time repeating the situation & all I could do was file a formal complaint & wait 8 weeks. This is despite having a recording of the entire appointment & now with the boss admitting to fraud, which proves exactly what I said. I have indeed filed a formal complaint and will be taking the issue further considering the serious nature, falsification of the report, and dishonesty and unprofessionalism by their contractor I am considering legal avenues should this AXA continue to accept falsifications. This was not handled appropriately by AXA at all & I hope they are not who told Ray Jones to lie Also emer number on AXA policy 0800 633 5088 doesnt even work.