Terrible experience. I was a loyal customer (11 years). Never made a claim, and due to letting the insurance roll year on year, I was paying a over the odds for my insurance (my error). I call to advise them that I have had a leak from a radiator which has now damaged my carpet. They offered to sort that no problems but with an excess of £300 combined with a water escape fee of (250) I was estonished that with the amount I was paying, my excess would be so high. I asked them to transfer me to the cancellation team, who immediately looked at my policy reduced the cost, and the excess to £100. I went back to the claim team, to say I was happy to go ahead with the now lowered excess, but apparently, because my claim was submitted before the excess was reduced the £550, would stand. Nice work Halifax, I've left you after 11 years and would recommend that everyone stays clear of them.