I rang before I booked a repair for the boiler tap in kitchen , I explained the exact make and model of the tap and it was a boiler tap to the lady on customer services, she informed me it was covered and sent a link to pay which was instantly taken . Engineer rang, and we booked a time , he knowsthe tap and was very knowledgeable. Now 3 hours later, another person from customer services tang to say it was not covered and it would take 5 to 10 WORKING days to get my refund for something I should not have paid for in the 1srlt place. So 1st impressions are that they are happy to take you money but not happy to refund an error of their making. I would not have minded if they had told me this morning it was not covered.