Saga's Home Emergency Insurance is not worth the paper it is written on. During a recent very cold spell, our boiler refused to start one morning and would not respond to the usual trick of hot water on the condensate pipe. After trying for almost an hour I decided to call the SAGA Home Emergency Insurance number. I was greeted by a recording telling me that due to the inclement weather there has been unprecedented demands on their resources and I should call out a local tradesman and reclaim the cost back from them. What ....?? We are an elderly, vulnerable couple now in a home without any heating whatsoever with outside temperatures of -4 deg C and no other telephone number was provided so that we could speak to someone and explain our position. Our roads were not blocked by snow: traffic was moving freely. I took out this insurance so that THEY would initiate the call-out. In the end I resolved the problem myself and also resolved to get some compensation back from SAGA. However, as noted on this and other review sites, SAGA just pass the buck. They just don't want to know. Despite their name being plastered everywhere on the Home Emergency information booklets they claim that the underwriters (AXA-Assistance) are totally responsible. So Mr SAGA why is it named SAGA Home Eergency Insurance? Why do I pay SAGA? Why do SAGA provide ALL the documentation? Don't be fooled by the 5* Defaqto rating. That is based on what they say they will provide and not what actually happens in pratice - as I discovered. I will never go back to SAGA, I cannot forgive them for this one. I recommend you think twice before spending money on this useless insurance.