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Reviews 243
Mr Primett
Mar 20,2024I spoke with a very helpful person on the phone who rang me less than an hour after reporting my claim to Aviva. I had a broken skylight. After taking pictures and getting a quote the whole process was resolved in one day. Very efficient.
Matthew Watkins
Mar 19,2024Shambles, the only reason it is two star and not one was it was resolved eventually. But not after I had invested at least 3 days of my time in ensuring it was. HRNL were appointed by my insurer LV, two days after storm damage occured but it took 3 weeks to send the surveyor out to see the damage. Except he wasn't a surveyor just some guy who struggled to use a point and shoot camera. So I took better photos and sent them in myself, which lead to another suveyor visit from the manager who agreed on the extent of the damage with me and helpfully told me who would do the work. As we were now 2 months in I contacted the repair company they use myself and it got sorted if I had left it to HRNL I think we would be no further along.
ram daryanani
Mar 13,2024I raised a claim with Aviva following storm damage on 4th of January. The damage was to my roof tiles, roof guttering and TV aerial. I was informed that Aviva entirely sub-contract the home insurance claim to their primary subcontractor, Home Repair Network Ltd (HRNL) and I should look to them for the full process including any settlement. It took HRNL 2 weeks to send someone for an initial visit. A waste of time as he couldn’t inspect anything from the ground. It took another 2 weeks for a roofer to arrive for an inspection. Damage to the aerial needed a TV Aerial expert which took another week. The TV aerial guy arrived stood at the gate, said “No scaffolding? Sorry cannot assess without a scaffolding to climb up.” He quickly did an about-turn, jumped back in his van and was last seen speeding down the road. After several calls, emails and messages both to senior management at Aviva and claims handlers at HRNL, I was eventually told that they have assessed the damage to the roof, but couldn’t entertain damage to the aerial. “ It was not maintained to a minimum standard, and too old,” HRNL said. How they could determine this from the ground, the aerial lying flat on the roof mostly hidden from view, beats me. By this stage, my wife (age 81) and me (age 79) were totally fed up with the sheer incompetence and buck-passing from Aviva to HRNL. We decided to just accept the offer covering the roof tiles and guttering. We paid for a new aerial from our own pocket. I thought this would be the end of our troubles. Not at all. Getting them to settle and transfer the agreed cash to my bank account were further steps of sheer incompetence. I was treated to the modern day equivalent of “the cheque is in the post”. HRNL is an incompetent firm and shame on Aviva to transfer their contractual responsibility and duty of customer care to them.
Friend of Ted
Mar 12,2024They got in touch sooner than I thought & dealt with my claim promptly. Cheryl was really easy to talk to, listened to what I had to say & nothing was too much. She explained clearly as to what I needed to do & what they would do. I’m very pleased with the service.
Martin Mcmahon
Mar 11,2024Damien who represents Home Repair Network Limited provided an exceptionally professional service, during a recent storm damage assessment. We were grateful to have received such a high Customer Care service level.
Allan
Mar 07,2024Contacted Aviva for an insurance claim, who took the details and said "someone from the team" would be in touch within a couple of days. Next day Cheryl contacted us for further details. Shortly after providing the details John A, took over and everything was handled very quickly and effectively. We had the option to let the insurance handle the repairs, but we chose to use our local guys. That was no problem and the claim was processed very quickly. Very friendly, professional and friendly staff.
Nigel Cunningham
Mar 02,2024John A. made the whole process of claiming from LV Ins. extremely easy and took the stress out of a very upsetting experience. Good communication and fast effective service.
Paul Bamford
Feb 17,2024After being broken into, Cheryl sorted out our claim via Aviva in one afternoon, paying the insurance claim into our bank.This was far quicker than I expected and such a great service.Well done and thank you.
Evelyn Mcfarland
Feb 16,2024put in a claim for 2 tiles on roof after storm Isha and other storms in my area of scotland. they refused saying there was not enough rainfall and wear and tear.hrnl should not be in the buisiness .Ihave been with PRUDENIAL for about 30yrs or it now known as PRU with M&G its a rip off.
Gediminas
Feb 15,2024Beware Home Repair Network Limited Carolyn Ormerwood Technical Claims Handler. This person will promise that if I submit all the necessary documents, she will calculate how much I will need to return the money. This employee has been playing games with my patience for two months and does not want to keep his own promise, so if you ever have to deal with her, ask Home Repair Network Limited to change i another employee, because you will lose a lot of time and nerves.
Andy Fidler
Feb 13,2024John dealt with our claim through Aviva very efficiently. Gave us good advice regarding the repair and claim procedures. He was always available for help and responded to emails quickly.
Tal
Feb 09,2024Cheryl was kind and courteous which was really appreciated. Got things processed very quickly. All in all fab service from her!
NEIL BRAMMER
Feb 08,2024Like many others on here I was told the recent storm was not sufficiently severe in our area to have dislodged tiles on the roof despite our neighbours across the road also losing four ridge tiles. In the event it turned out that cladding from our next door neighbours property had been torn off in the storm hit the joint roof and dislodged the tiles on our side before landing in our garden. I was told by the insurance assessor who looked at the storm damage that if I had accidental damage cover I should re-submit a claim on that basis. I did so and have called both the insurance company (Churchill) and NRL several times and have yet to receive any response other than someone will be in touch in 48 hours. I'm still waiting for a response more than two weeks later. A complete waste of my time and money. I assume they are both hoping I'll just give up. I will be trying to find a house insurer who never use this company.
Gavin
Feb 07,2024Felt very confident that the insurance claim would be handled well and it was Particularly good was the speed of handling and the flexibility to choose the appropriate repairer . Well recommended
Robert Smith
Jan 31,2024Super quick and professional response. Paid promptly through insurance claim. Fantastic service..
Marilyn Cann
Jan 12,2024My experience with Home Repair Network Ltd was really positive. They handled the insurance claim for my garage door for Aviva Insurance and were polite, friendly and extremely efficient. The whole thing took only a couple of days from beginning the claim to receiving the payment. They made the process simple and pleasant.
JDH
Jan 09,2024Aviva should be concerned\ashamed that they use HRNL. They appear to have little to no exerience with roofing issues and review using a small camera on a pole. At the time of the inspection they confirmed that the tiles had most likely been dislodged by the high winds. After several WEEKS we recieved a call to say the claim had been refused as there were no reported 'storms' at that time. I never recieved a copy of the original report and have complained to Aviva (who were extremly unhelpful)..! I will not be renewing with #Aviva nor will I ever use Home Repair Network in the future..
Fighting for the underdog
Dec 30,2023Firstly they sent an unqualified surveyor, looking at his company turned out to be a tree surgeon. The tree surgeon arrived late to inspect my roof, he then started quoting how many millilitres of rain we had had. He was quite rude and dismissive. We explained that there was water coming through the bedroom ceiling and that there had been terrible winds with driving rain. He did not inspect in the attics. On examination of the south side of the roof with his pole camera he explained the wind must have lifted tiles and all we needed to do is paint the ceiling! He pretended he was going back to aviva to see what they would say. He telephoned in the afternoon and said our claim had been refused. Reading his report only shows how inexperience this tree surgeon was at surveying properties. I am now awaiting an independent report to sent to the ombudsman. Would I let this company in my home again? NO! Will I purchase insurance again from Aviva? No! Have they lost a good customer of over 15 years? Yes! PS this company uses a no reply email
Varsha Radia
Dec 15,2023Cheryl was so helpful and prompt in getting in touch when I put in a claim, everything was sorted out very quickly
The Willows, Ransom Wood Business Park, NG21 0HJ, Mansfield, GB
http://hrnl.co.uk
Friend of Ted
Mar 27,2024I put a claim in to my Halifax Home Insurance in February after the storm, and advised by Halifax to use my home emergency for temporary fix which I did. HRNL surveyor did a "desktop" survey two weeks later, he then lied on his report saying that he had met with myself and my husband at the property. Said there is no storm damage and the roof would not be covered. After several complaints and them finding out their surveyor had lied they sent one out, who said, can't see any storm damage. Well of course there wouldn't be as we had had a temporary repair. Was told if I could get a copy of the home emergency report they would look at it and see if the roof is covered. Sent it through to them. Called them up 7 weeks later to be told they had contacted the emergency roofer to ask for photos of the pre-fix damage. I said I don't think that they took photos but was unsure. Halifax then call me this morning to say that HRNL had asked me to provide further evidence for my claim to which I have refused. Absolute utter lie, they told me they had contacted the builder and requested photos. We have been with Halifax for years and never put a claim in. As soon as this claim has been completed we will be moving insurers, but I will be making sure that the new insurers to not use this company. Absolutely disgusted with the lies this company has told on not one but at least two occasions for the same claim