Intana Reviews 53

Slow response time. They do not cover flight disruptions while bought as an additional trip insurance with 56.16 euros. Asking for relevant flight disruption compensation, the response that I got is the following:

"
Good morning

Thank you for your recent email and we are sorry to hear of the circumstances leading to you contacting us.

Unfortunately, there is no section in your policy that covers your specific travel scenario, therefore, we are unable to consider this claim any further.

Whilst we can appreciate this is not the response you were hoping for, we trust we have made our position clear.
"
No response till then...

NEVER TAKE THIS TRAVEL INSURANCE!!!! MY FLIGHT WAS CANCELED IN APRIL 2023. I AM STILL WAITING FOR MY €500 COMPENSATION, AFTER COMPLETING A FORM, SENT AROUND TWENTY ATTACHMENTS BY EMAIL. NO RETURNS I AM VERY DISAPPOINTED BY THIS INSURANCE AND IN ADDITION IT IS OFFERED BY BOOKING A SHAME; THEY THEM RELEASE THEMSELVES BY MAKING ME UNDERSTAND THAT I HAVE TO MAKE CONTACT WITH THEM DIRECTLY AND THAT THEY HAVE NO CONNECTION, A SHAME!!

Poor service. I purchased health insurance through booking.com. During my trip, I needed hospitalization. I followed the entire procedure by requesting authorization before being admitted. I was told to pay for the medical expenses, which would be reimbursed upon my return home. Since then, complete silence, no response to my complaint, nothing at all. I will never purchase this type of service again, non-existent assistance.

Negative experiences cause people to write critical reviews. This is one of them. My employer chose Intana as their chosen travel insurer, and I only after submitting a claim after an unexpected hospital visit abroad did I discover my employer's mistake. I experienced relentless information gathering trying to find ways to avoid honoring the claim. In the end a few hours on the phone with follow-up emails yielded nothing. Hope others learn from my employer's shortcoming.

Please dont waste your time with Intana. After paying into their insurance for over 5 years my only claim was rejected for dubious "fine print"reasons

Avoid this company. We wasted £200 a year for 2 years on insurance for the boiler. They did not come last year due to the pandemic, but we had to bring this to their attention. About 3 minutes in the shower water goes cold and you must get out and push the reset button. A repairman (called himself an engineer !!) came a few weeks ago to conduct the yearly service. When the problem was not fixed, we were told that we had no recourse because he did not record the issue in his notes. When we escalated the matter, we received a letter that said that they would take 40 days to investigate the complaint.
I immediately called a supervisor and was told the hot water issue was not covered in my policy. She said that she would send another repairman but at our expense. She did say if the problem was found to be covered by the policy we would be reimbursed. In short, we spent £400 to have some guy wave a screwdriver over the boiler for 30 minutes. Avoid the company - Our money would have been better spent if we had just paid for a repair if /when it was needed.

Just 2 days before we were due to go on a cruise we had a flood in our kitchen and because of water affecting the wooden kickboards we didn't dare leave it like that in the middle of winter. The claim was rejected because it didn't happen 14 days before, very unfair clause

SUCH AN AWFUL COMPANY ! We started with a small leak , after the first visit from the enginerr we had no heating and no hot water and now 3 weeks later we still don't and they refuse to take responsibility. Absolutely shocking. Results in us having to spend thousands on a new boiler.

Pls do not waste your money. They are running scam. basically the contracted plumber instead of just changing the flexi pipe (leaking) said whole tap and pipe need changing. (knowing tap falls out of policy). Thus changing the source of leak from Pipe to Tap just so they could say repair is out of policy. Anyone with bit of experience will know, just for small leak in flexi pipe, you don't have to change the entire tap!!
This is what you get for ~ £24 a month total protect.

We had our boiler serviced under our contract with EDF, sub contracted out to Intana. We were left with an unusual noise from the boiler which we had never had before. EDF will not investigate as cover does not include “any boiler or system noise”. The noise was not there before the service but they take no responsibility for it. Disgraceful, unhelpful and appalling customer service. Do not use. Shall not be renewing the policy or considering EDF for any future energy deals.

I wish I had read the reviews here before purchasing my heating policy. I had a problem with my hot water diverter valve which is not covered but I also had problems with my cylinder. Appraently, they make as many excuses as possible not to carry out repairs. They insist, whatever part you describe to them, that the policy does not cover. I have wasted £100 on a policy that serves no purpose.I highly reccommend NOT to buy cover from this company.

I should have read these reviews before I took out my EDF boiler insurance cover (via INTANA / COLLINSON INSURANCE)
In summary I had an issue with water running hot then cold, after 4 call outs the issue was not resolved. On each occasion the engineer just turned up with a screw driver , made a visual inspection of the boiler, and said there was no issue. On the final 4th visit they made a ‘visual’ inspection of one of the radiators from 10ft away, and said my radiators needed flushing before they could look to fix the issue with the hot/cold water. A radiator flush is not covered on my policy, so I made a complaint. I’ve never met anyone who can diagnose boiler/radiator issue by just looking at them from a distance. My complaint was rejected after the engineer sent in a fictional report of work they said they did, but didn’t actually do - as I was with the engineer throughout every visit. Collinson/INTANA said in their complaint rejection response they believe their engineers over customers (so basically - hard luck).
I’ll take them to the Ombudsman but I’m not hopeful, as this company continue to trade and get away with it. Shame on EDF, INTANA / COLLINSON INSURANCE.

Further to my damming review on 02 December 2020, I have now made a formal complaint to the financial obmudsman demanding refund of all the premium I paid. I do have an email from EDF Chief executive admitting that EDF made an error in subcontracting this company to run its emergency cover. They are clearly in it for quick profit with not intention whatsoever to honour any claim. I forwarded the email from EDF CEO to the Ombudsman as a proof.

I have paid £285 in callout fees in under 2 weeks for the same issue. To say I'm furious at EDF Energy's Boiler Cover and Intana-Assist is a raging understatement.

27th February - callout was made because I did not have any heating.
Following a clip being replaced within the boiler, the heating was now working but I immediately had the hot water in all taps cycling between hot and cold water. It was at its worst in the shower, whereas the other taps (bathroom and kitchen) were cycling between hot and lukewarm water.

3rd March - I called in the problem and was informed I would need to pay another callout fee. I asked the customer service agent for reassurance that, if the issue was related to the 27th February callout, that the £95 fee would be refunded. The agent confirmed this would be the case.

This engineer reported that the boiler was not the issue; it was the shower’s thermostatic cartridge that needed replacing. I told him the other taps were cycling between hot and lukewarm water but he said the issue was the cartridge part in the shower valve. The engineer did not check the boiler during the visit.

9th March - A plumber was able to source the thermostatic cartridge and replaced it in the shower valve. It did not solve the issue. The plumber continued to troubleshoot and was at one point able to get the shower to produce hot water, but at the expense of the other taps that now ran only arctic-cold. The plumber indicated that this is a clear sign that the boiler is not heating up water properly. With a new part fitted, the problem was not solved, and the plumber said fitting a new shower valve wouldn’t fix the issue either.

I called up the Claims line once again. I explain the issue in full and was informed that as this is an ongoing issue relating to the 3rd March callout, that the case would be reopened and an engineer would be in contact.

11th March - I called up, yet again. Explained the issue in its entirety again and that an engineer had not arrived. Here I was informed that an engineer was not requested on the 9th March, that there is no record of this call having been made (I have call logs on my phone), and no notes on my account. It took a good 10 minutes to explain this to the agent on the other end who seemed to need to have it repeated that “I DO NOT HAVE HOT WATER" over and over again. They could not seem to grasp how all of these callouts could possibly be related.

I've now paid £500+ (including the plumber's labour, new part, separate from EDF Energy/Intana-Assist) and I still have the same problem from the very beginning.

Do not take out boiler cover with them. It's really not worth it. They've gone downhill since Covid-complications and seem unable to communicate effectively within their own teams.

I wish I had read these reviews before changing from British Gas to EDF in December 2019. I'm still waiting for a service. Impossible to contact any who will take responsibility. This is the worst customer service I have ever experienced, and I worked for BT for 40 years so I know what I'm talking about.

Unfortunately, I have to give 1 star to write a review but I would give a big fat ZERO! Why one would ask? We reported an emergency leak in our boiler and were told that some engineer or contractor would attend within 24 hours. When we called in the next day to ask the status, they said "the engineer has visited the site, given parts required to change and the work will take 3 hours" - whereas, in reality, no one had come to our house. We have a little kid of 3 years and it is not fair to have a cold home with a boiler switched off.
The staff can only send emails and give monotonous responses without any ETA whatsoever. Really annoying and frustrating at the same time that one would pay monthly for the service and they can't live up to their Service Level Agreement (SLA) - irrespective of COVID or not COVID.
We would just say that DON'T TRUST or WASTE your money with INTANA or COLLINSON INSURANCE or EDF ENERGY!
Genuinely urge people to go to a better service provider than INTANA or COLLINSON INSURANCE or EDF ENERGY.
Thanks for reading this review.

Absolutely shocking! Broke my fully working boiler during a “service” and then refused to help me unless I paid the £50 excess!!!

Where to begin....incompetence in fixing boiler for disabled "priority" customer leaving 5 days without heating over Xmas! Service personnel sent without adhering to social distancing and ppi, lying about not being able to fix as told electrically unsafe which was proven untrue, as when replacement person came at my insistance was told nothing wrong with electrics and was broken part at fault and could be replaced but didn't know how long but would take. On top of this call centre that read off script and who could do nothing to help mymsituation despitemit being below zero. They were worst company I have ever dealt with. Also insisted on deposit BEFORE sending anyone but luckily managed to get this rescinded from bank for non provision of service! To add insult to injury they offered me insulting amount of £25 compensation, disgusting! Absolutely terrible company don't touch with barge,pole. I was fortunate to get a boiler on a grant system fitted the next day no,problem no thanks tomthis company total wasted my money being insured with them never again!

AVOID! Why did I not read here before taking out boiler cover with these cowboys. Needed boiler cover as the warranty was expiring. I also needed a service so looked around. Being an EDF customer we went with this firm and signed up for the whole shabang....
Boiler, electrics, heating, wiring and emergency protect. All covered under the EDF energy total protect.
About 10 months into policy there's a wet patch in the kitchen. Directly under the toilet! No worries we have this cover..... Plumbing protect.. Water pipes in your home bursting or leaking should cover it. Rang them up and went through their triage system....Turns out we're not covered as this is a waste pipe leak.....!
I'm not covered for waste pipes...! Actually there about a dozen pipes in the house that are not covered tightly squeezed into the terms and conditions. What about the sales pitch on the top page stating I'm covered for pipes bursting or leaking internal drains. Totally contradicts the T&Cs. Anyhow in the end we got a plumber in ourselves and it turns out to be the pipe from the cistern and toilet that was leaking. I have learnt to read T&Cs carefully. We will never use this company again and will also bin EDF (duel fuel) at the earliest opportunity for putting their name to this shocking company. Their whole approach from the moment I dared claim was how can we get out of this. That's the whole point of the triage system with leading questions to give an inaccurate diagnosis to avoid helping you.
Save yourself the hassle and shop around. There's loads of insurance companies about that actually cover everything. AVOID THIS ONE!
Note.... I did complain and got quoted T and Cs.... No surprise there.