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Reviews 243
Ms Kate Lackenby
Mar 02,2025Really easy to get through to, deal with, and talk through my issues with. Jessica was pro-active in getting everything sorted for me. She was great throughout the process. Thank you Jessica!
customerMRS Jane Dunnachie
Feb 28,2025My experience with this company was excellant. They were very helpful and thoughtful with my situation and did everything they could to resolve it much to my relief as it was stressing me to approach this as it was my first time dealing with this kind of situation and they were reliable
Roselin Coyle
Feb 26,2025Shocking company as previous people have stated regarding storm damage to roof. They have under estimated the amount of damage. This company is rude, speaking down to customer and also have no empathy to a 78 Yr old woman. Please please don't use this company or if your insurance that you are with say they are sending them please refuse as they are a disgrace
Marc Renowden
Feb 25,2025Looking at other people's reviews on here it seems we are in the same position. We got in touch with LV insurance after damage to our roof during the storm last month. We were assured a contractor would come out to survey the damage and they would be from HRNL. Iain came out and did exactly what another poster has said on here. He used a camera on a stick to look at the damage and then came to the conclusion that it would be around £1450 to repair. Considering scaffolding would be needed this seemed really low. He also said that it could be a "couple of months, maybe April" until the work was done. So over 3 months after the initial damage when water is getting into our roof space, that's just shocking! They've not even provided us with a written breakdown of what they found, estimated or were going to fix. We got a second opinion off a local roofing firm that we have used for the last 3 years on the odd slate that has come loose and they've quoted us £2800 for the work, £800 of which is for scaffolding alone. I got back in touch with LV and said this all to them and was told that someone would chase it up with HRNL and get back to me this morning. It's now past 2pm and I've not heard a thing. We are seriously considering getting the work done by the local roofer and sending LV the bill as nothing is moving anywhere. Communication is atrocious, we've not heard anything off HRNL since the 18th February, a full week ago. In short: 1) almost zero communication from them as to the work being done since the surveyor visited. 2) the surveyor only used a camera and didn't inspect the roof physically at all 3) the estimate for the work done is half of what a reputable roofer is quoting 4) no report at all from them detailing what work needs to be done, costs, time frames etc. Only the word on the doorstep from the 'surveyor'. **UPDATE: ISSUE NOW RESOLVED SATISFACTORILY WITH LV HRNL PENDING CASH SETTLEMENT FOR US TO GET THE WORK DONE BY A LOCAL ROOFER**
Belfastgal
Feb 21,2025My husband and I are elderly and have never made an insurance claim before so needless to say we were very concerned but the process was made easy by the helpful; friendly and reassuring staff who were working under pressure due to the recent storm. We are delighted with their professionalism and may I add that I am not given to writing reviews!
Dean Fisher
Feb 21,2025It would appear our issues are similar to those trying to sort out a roof claim following the storms! As noted by others we have had little to no response from HRNL. We pay for a premium policy with Privilege and it appears an assessor with a camera on a stick that was at my property for approximately 25 mins and who had already made his mind up before entering my property supersedes official roofing reports from a specialist! My roof isn’t 7 years old but it’s wear and tear according to them. They took pictures after a temporary repair and weren’t interested in the report the roofer had supplied after a temporary fix! The amount of money they are offering for the internal damage is a joke and I’ll be lucky if that pays for the painting and flooring never mind all the plaster work and hole in the ceiling that needs sorting out. We’ve asked for a breakdown of how the finger in the air settlement was worked out and they can’t provide one. We just got a scope of works and m2 next to each item with no associated costs! Absolute joke. Like others check if your insurance company uses these people and if they do, refuse them dealing with it! We are 7 weeks into our claim and are no closer to a resolution.
Stephen
Feb 20,2025Dealt with an insurance claim for me with absolutely no hassle. All went very smoothly.
Paul Davies
Feb 18,2025Beth was our case handler and kept us up to date throughout the whole process and made sure that each stage was dealt with quickly and kept us informed at all times, Axiom doors and windows were appointed to carry out the replacement to our damaged garage door and they were also fantastic, they turned up on time and carried out the work to the highest standards, thank you once again Beth.
KJ Dunne
Feb 18,2025Very helpful, friendly and professional throughout the claim process.
Vid
Feb 11,2025The owner of this company, Ian Hogarth, confirmed to me in writing that his company does not provide a quality service and it falls way below the high standards expected. My house suffered structural damage following storm Darragh. What started out as a simple claim for repair 30-40 missing slates and associated roof repairs has dragged on for nine weeks with no action being taken. The initial claim was with Aviva who handed the case to HRNL. An assessor came around and I was offered a cash settlement of £1400 and I had to prove scaffolding was used. I also discovered that a number of the slates had fallen onto my conservatory roof breaking a number of roof panels. The storm had also lifted the conservatory roof away from its fixings. Two builders quotes were obtained, purely to repair the slate roof, both at around £4700. HRNL refused these offering just £2000 for the whole job. In the meantime every time it rains water pours into the loft area. This has soaked into the ceiling of two bedrooms. It has ruined recently installed loft installation and added significant costs to the claim. Aviva are aware of the problems but are having little joy in progressing the claim. HRNL have stopped talking to me. Ian Hogarth has failed to respond to a 'letter of intent'. I cannot keep my house warm as the heat is just going out through the ceilings. If you are insured with Aviva or Direct Line and are unlucky and need to make a buildings claim please ensure you are not passed on to HRNL. Ian Hogarth please do not reply asking for the case number. Another family member did that last week and you failed to respond to that.
Anon
Feb 10,2025My family and I have been dealing with this company for nine weeks, and our claim remains unresolved. Our roof tiles were damaged in a storm, and the situation has only worsened due to their lack of response. They have now stopped communicating entirely. We are living in fear that the ceiling could collapse at any moment, and the water intrusion is making way into our home making it incredibly cold. The lack of action is unacceptable, and I hope this review makes the owner aware of the real suffering his negligence is causing. Update: Ian replies on here asking you to contact him but does not answer your emails when you do so. Business man, scammer or coward i'm not sure which one.
Richard
Feb 08,2025Claim was agreed within 2 hours of submission. Excellent service
Concerned
Feb 07,2025SCAM OF NO RESPONSIBILITY HRNL case 103469 AVIVA's Final Response on 7/2/2025 I am writing to warn others about the slanderous roof report obtained by Aviva from HRNL. Aviva submitted this questionable report to the Financial Ombudsman without acknowledging that I had completely disputed it. Since 19/10/2024, HRNL has refused to answer my queries, explain their actions, or provide a copy of the report. They also failed to disclose where their surveyor sourced the blatantly false information, which seems to be fabricated to void my claim. Despite this, my valid claim was upheld by the Financial Ombudsman, and Aviva was required to make a payment. I am still demanding to know the origin of this false information, as it can affect anyone without proper explanation and justification. Aviva's Barrister Response on 7/2/2025: "As previously advised, I am not in a position to respond on behalf of [Surveyor's Name]. You will need to contact HRNL directly for their comments. We have attempted to facilitate a response on your behalf on several occasions, but we have not been successful. While I understand your frustration, HRNL needs to address this issue as it concerns one of their employees." HRNL continues to refuse to respond and has ignored my SAR request. They also refused to provide me with a copy of the report, but Aviva did. HRNL has consistently refused any contact. I advise others to demand to see any such report to verify its validity. Perhaps the HRNL online response agent, ian can publish the information, as to where the surveyor got his false information from here online, and to my email, HRNL case 103469
Richard Hones
Feb 07,2025Beth was very helpful in guiding me through the process of my claim for a new window following a break in. Kept me updated every step of the way requesting information required to speed up the whole process. And then contacting me to advise a settlement had been reach and thus requesting bank information to settle claim.
Clara
Feb 04,2025Never claimed before and assume it would be a headache, how wrong I was. A great service, helpful, prompt responses and a quick decision so thank you John Arundale
Steve
Feb 01,2025Steer well clear of this company. The call operators have a terrible attitude (that’s if you can get them to answer the phone). They never do what they say they are going to do. The assessors or loss adjusters do not spend enough time looking at the work needed which results in a cost of works being so far away from reality it’s crazy. The amount they charge the insurance company is double the cash offer you get I know this as my insurance company disclosed the figure in error. This company is scamming people out of money when they are at their lowest point. You pay insurance in good faith and all I expect is a fair payout when needed. 5 weeks after the claim was reported and still not had an offer in writing or a scope of works……. Disgusting how a company can treat someone like this.
C Lupton
Jan 31,2025Why are insurance companies hiding behind this intermediary? The HRN assessor who briefly visited to assess our claim had clearly already made up his mind and provided a subsequent 'judgement' that was entirely generic, making no mention at all of the specifics of our case. On registering our concern directly with the insurance provider we were shunted again to this intermediary whose automatic response (3 weeks ago) promised to get back in 48 hours. Still waiting.... There is a clear conflict of interest here with HRN's performance metrics presumably dependent on the volume of claims they enable the insurance company to reject. Reputable insurance companies are doing themselves no favours by hiding behind these opportunists. We will be transferring our business to a company that has the balls to deal directly with its paying customers!!
Morag
Jan 30,2025Thank you to Jessica Ragsdale who was very professional and patient in handling my claim.
Alison Mciver
Jan 29,2025I was transferred over to this company from my home insurance, iv never claimed before, honestly the company is amazing, the telephone staff are so lovely and dealt with it so quickly, I had John Arundale who sorted the final stages, cannot praise him enough, so easy to talk to, so knowledgable and friendly, very very helpful and put me at ease as I was worrying that this last storm would finish my roof off, He is honest and genuine and it’s been so easy to get in contact him if needed to ask questions about any part of my claim, Seamless from start to finish, thank you to all xxx
The Willows, Ransom Wood Business Park, NG21 0HJ, Mansfield, GB
http://hrnl.co.uk
Angus Logan
Mar 04,2025Appointed by Churchill. Have been hopeless so far imposs to contact and fail to make promised call backs More onsurance okndustry cheapskate chancers perhaps ! ? !