My 89 year old disabled mother endured a significant flood within her home 2 months ago. Unfortunately she has paid her premiums to Halifax insurance company for every eventuality. Or so we thought! First service representative stated she did not hold emergency cover, 2nd representative on same call confirmed she was covered. Drain specialist company attended and were able to locate and clear blockage caused by broken kidney plate. They advised Halifax that a drain cover, which hadn't been fitted a number of years ago was required. After much toing and froing this information, supplied by a specialist, was taken as "betterment" and recommendation was ignored. We have employed an independent company, at her expense to carry out this work. As previously stated, 2 months later and work not completed. Zero contact, communication nor information being provided by Halifax, a single point of contact was appointed however a) has failed to maintain contact of any kind, b) does not respond to calls or text messages, c) has failed to chase up necessary trades required for reinstatement. I submitted a complaint which has not been fully investigated nor resolved to any satisfactory level. Halifax have now taken the decision that, as I am dealing with claim on her behalf my elderly mother is NO LONGER considered a priority case! She has no washing machine, no safe egress route from the rear of her property and as yet no known date for works to be undertaken. It has been left to me to continuously attempt to "chase up" trades companies working on behalf of Halifax. Indeed, today I called the supposed "contract manager" in excess of 30 times, left numerous messages and still await a reply. When I called to complain was advised director who deals with same is on holiday and so any issues cannot be addressed and no alternative manager available. Disgraceful "service" causing untold misery and anxiety to elderly, disabled and vulnerable customer. Avoid this company, absolutely useless! I am seriously worried that the ongoing stress of the situation is having a detrimental effect on my mothers health. Tried telling "complaint manager" this who could not have been more rude and unconcerned. Will wait and see if they respond to truthful negative comments on public site, doubt it as they are completely uncaring, unprofessional and totally useless.