Magnet Insurance Services Ltd

"I was unfortunate enough to have a leaking en-suite, resulting in water oozing up when floor tiles were stood on. Magnet's claims process is managed by another organisation called Davies Group. They are slow and unresponsive. I was initially advised to get 2 quotes. Two weeks later when I'd managed that, I was told that was the wrong advice. They needed to send their trace/access subcontractor our first with specialist equipment to work out where the leak is from. They identified the shower waste as the culprit, but we stopped using the shower for a month and the floor didn't dry up. If we stopped using the toilet and sink, it dried up in a couple of days. Suggesting they were wrong ot there was a 2nd leak proved controversial and delayed things further. They requested information by email (quotes, revised quotes etc) but when provided, you hear no more. I'm still pursuing the claim after 3 months (with a slow leak ongoing). They are very unclear after many calls to them (each time speaking to a different individual - 5 now) who has to put me on hold while he/she reads all the notes through. There is nothing proactive about the way they operate, and they seem trained to never be clear what work you are approved to get done or to what value. That leaves you worrying that if the plumber/bathroom fitter has to do more damage than initially expected to trace fix and then refurbish, you may not have all of the cost funded by your policy. You have to keep chasing them to try to better understand what work or which contractor is approved. Dreadful! Like all insurance, you don't discover how good or bad the service is until you have a claim to deal with. I will never insure with Magnet again."

"Don't touch these guys with a barge pole. Having spilt red wine on the lounge carpet, I tried to prevent putting in a claim so tried to clean it myself. Having failed at that, but certainly no worse, I was told as I had attempted to clean it this had made the claim void.......explain that one! They are a bunch of cowboys!!!"

"I can honestly say this insurance is an absolutely shocking. We had a leak on the 21st of October and today we still have no ceiling up and no floors down. The company that works for them are an absolutely shambles. Davies and Cheshire maintainance. They can’t decide between themselves what work is being done. We are constantly chasing them and asking for updates and they haven’t got a clue what’s going on. Stay well away."

"This is the second year that I've been with Magnet and the service has been good every time that I've spoken to an advisor, my renewal was cheaper than last year so what made me happy. The person I spoke with was lovely and went out their way to help me. Ive never made a claim so don't know how easy the process is but I assume it would be fine based on their service before."

"OK, this is only in relation to the sign-up process for home insurance, and ultimately the big test for any insurer is how well they handle any claim, but so far I have been very impressed with Magnet. Got a quote online and phoned them for some clarification. Wasn't confronted with loads of pre-recorded messages and didn't have to pop various numbers in to get to the right team, but was greeted by a very friendly and helpful voice pretty promptly. It was a breath of fresh air compared to most insurance companies I'd dealt with before. Anyway, all my questions were answered, a couple of amends made, the revised quote was sent through almost immediately, and I went online again to pay. Touch wood, I never have to claim, but if I do I really do hope that the process is just as friendly, efficient and professional!"