Never experienced such bad customer service ever. Before I could commence a claim for flood (I have never claimed on insurance ever) I was referred to a third party who wanted £200 to trace and access a leak from the bath which would be non-refundable. This was non-negotiable fee and had to be paid before the job was looked at. I engaged my own plumber who traced, accessed and fixed the source of the leak for £80. I continued with the claim to put right the damage to my kitchen and after 9 months of no response to email or being passed to the third party who then passed me back to the insurer I have had a 'sort of apology' for unclear communication and offered £100. Not the £500 that the work cost.