Intana Reviews 53

Intana ( Collison group) with Great Lakes as Underwriters is vile combination. The products are sold through EDF energy. The cowbiy plumbers they hire left a gaping hole in my shower. Recently received award against them from Financial Ombudsman (FOS(, however they failed to respond to FOS too.

Took boiler cover out through EDF, the whole year passed without a service taking place even after I made a number of calls to them. The contract started 4 month before COVID lockdown . The boiler was finally serviced after the contract had expired. I Was not impressed so took out another contract with a local firm. Less than a week after the service by Intanas contractor, the boiler was inspected by the new firm before taking on the contract. On taking off the front cover the engineer immediately spotted a leaking bleed valve and rust on the retaining clips, he investigated and found the bleed valve was closed and the expansion vessel was discharged. Contacted Intanta and supplied pictures of defect and their reply was, this was not part of the service and the expansion vessel was working when their engineer left. I take from this that they ignore obvious faults if not part of the service and at no time did I witness their engineer test the expansion vessel.

I spoke to a gentleman called Adrian W tonight as I'd come home to a cold flat - he helped me over the phone to sort out a simple fix and was so lovely and helpful! Great service!

EDF Energy Total Protect (AKA Intana, AKA Collinson Insurance Services) Avoid this like the plague. Complete and utter waste of money. Took out the boiler and central heating policy and it’s been a complete nightmare. One of our radiators was cold and reported this but company refused to initially come out because they said they would only respond to leaking radiator valves. Then when we complained they sighted in the refusal of service letter that the whole central heating system had to be broken down before they would come out and apparently one radiator not working does not constitute that. Would give -1000 stars if we could - stay away.

Why didn’t I read trustpilot before committing!!!
Repair to radiator caused a leak to an adjacent toilet. Called emergency number & told someone would be out within 24hrs. I had water flowing in the cavity wall!
I managed to isolate the main supply to stop the flow. Engineer arrived 8 hours later but had no authority to isolate toilet. It was a closed back type so I didn’t want to pull it off the wall. It cost me £133.51 for a 2 minute job.
They’re investigating & “should” reply within 40 days.

AVOID LIKE THE COVID!

I took out EDF Energy Total Protect (AKA Intana, AKA Collinson Insurance Services) for peace of mind in a home emergency. I was particularly pleased to see roofing repairs were covered as I'm no fan of heights!

So when a roof tile became dislodged I called them to arrange a repair, a 5 min job for a roofer.

The operative asked if water was coming in, I explained my loft conversion prevents me from examining the underside of the roof. Unbelievably she said without evidence of water damage they would not arrange a repair.

Not content I asked to speak to a manager, I was kept on hold for 10mins before being returned to the operative who just kept repeating the same thing over and over. I asked again to speak to manager and she refused to transfer me.

I'm still left with a hole in the roof, I just need to wait for the ceiling to fall down and they might come and fix it.

If you want a policy that you can't claim on, this is your company, just look at the reviews on here!!

I am absolutely gutted that I have joined "EDF Total Protection (Intana)" leaving my previous provider, believing they will be same standard as EDF does. its a shame that Intana is contracted with EDF even !

I have had an emergency as one of my shower tap is leaking and water going to the ceiling. When I called EDF, the lady just rejected my claim highlighting that she THINKS! it's not an emergency because water is only dripping but not a flush of Water ! Additionally when I called the complain number they highlighted I am not eligible for the emergency claim on this matter as I have a spare shower facility !!!

What an absolute nightmare to end with that when I even canceled my contract, they charged me another monthly payment next day !!!

Now I am waiting for someone to call me and refund my money...but no one even bothered to contact me yet.

Sadly, same review as others... happy to take your money, paying for a total cover, drains etc... tried to report a blocked drain (en-suite toilet/sink/shower all backing up into each other) and as I have another toilet in the house, they won’t cover it!! Absolute joke of a company...!!

Had me waiting for an hour. Only to be told that my broken electrical socket was not covered under electrical wiring even though for any appliance to work you had to manually hold the plug in the socket. Apparently this isn't an emergency or a fault! I kept reading to them what the policy said and they were interpreting the wording differently. Well its now cost them 250 quid a year because I'm cancelling my policy that I've had for 3 years. Surely it would have been more cost effective to just fix it for me. I will complain to the FOS and to Intana themselves but not holding breath.

Worst experience ever... Collinson and EDF you should be ashamed... From the wrong drains engineer being sent out to dealing with an unsympathetic complaints handler. I paid a £50 excess only to be told to buy a supermarket drain unblocker for my shower.

Intana is the trading name of Collinson Insurance Services who are the people behind the EDF boiler, heating plumbing and electrical insurance.

The customer relations people are a shambles and the claims handlers tell you that they can't put you through to the complaints department. If you do manage to get through you definitely won't be able to escalate your complaint to a manager.

My complaint has apparently been closed which I was not aware of and I have not had a final response letter.

I will therefore be contacting FOS which is the Ombudsman for redress

I wish there was an option to give Intana a Zero score. Took out Travel Insurance through my work benefit scheme and always knew I was covered for all eventualities only for Intana to start tell me that I wasn't covered when my flight was cancelled for situations beyond my control (Covid 19 related), which is regarded as a Consequential loss and is supposed to be covered.

I will be raising this issue with my company and send out an internal memo to all my colleagues to AVOID this company.

Please AVOID Intana at all cost, NEVER Insure with them, and take out alternative insurance elsewhere.

Having read the reviews on trust pilot, I can now see that Intana is no company to Insure with especially with all the bad reviews which is no different to mine.

My guttering, tiles, and bricks supporting them had broken, the damage caused by the high winds and rain, all now being held by a surviving plastic guttering pipe. I considered this an emergency as if they were to fall all would go straight through my conservatory roof (over 40k to build). As the wind blows I can see the worst happening, my conservatory will be destroyed.
I contacted 'Intana' who are my emergency insurance support, to be told, 'We are sorry sir this is not an emergency, please advice your family not to enter the conservatory and contact your buildings insurers tomorrow. I asked what happens if the conservatory is damaged or destroyed tonight, as its still raining and windy. The advice was, maybe call out a roofing company or find a builder with a long ladder who can help. If your conservatory gets damaged this will be covered by your buildings insurance, unfortunately this is just money, and not an emergency.
They are totally unhelpful, just be careful, what you consider to be an emergency maybe 'just money' ..... I am now looking fo a builder with a long ladder 18 30 on a rainy evening, someone who has been tested for corona virus..... wish me luck, or it will be 'just money' for my buildings insurance to cover, if the worst now happens.

I will share my experience with this company to help you make a decision in case you wish to choose them. The price is good and it sounds like they have the backing of a large energy company in EDF. However, beware, this company is insurance based via a company called Collinson Insurance and their knowledge of boiler maintenance is extremely limited. They will send a representative to investigate your boiler problem regardless of their knowledge of your particular boiler type or manufacture. This means that when they arrive they are scratching their head because they haven't a clue what the problem is. In my case they suggested the flue was at fault which fortunately for them was not covered under the contract. I then employed the boiler manufacturer to establish the fault at my own cost. It turns out it was an electrical fault which was easily remedied rather than replacing the flue at a cost of over £400. I have tried to cancel my contract with Intana and they have insisted I have to pay the full premium because they have attended site to try fix the problem. They did not fix the problem and I had to pay another company to diagnose and rectify the problem. I would seriously consider choosing an alternate boiler maintenance company who has experience of your particular make of boiler before being swayed by a low cost solution.

Worst Travel Insurance Cover ever - DO NOT BUY. Paid for the top level Premium Plus travel insurance cover, and added extra enhanced trip pandemic insurance. Holiday accomodation cancelled by owners due to Covid-19 reasons thereby making our booked flights useless. This is termed a 'consequential loss' according to our legal advisers. Airline not liable for refund as outward flight went ahead to Spain as normal in late July 2020 albeit with us not onboard. Post Office claim being handled by an insurance company for them called INTANA, who have been dreadful so far. Repeatedly quoting EU261 regulation to us and saying airline should refund us not them, both us and our legal adviser can see this is clearly not the case when you read this regulation and indeed the airline have refused to refund already. Formal complaint submitted to INTANA and was not handled by them as a complaint! Response was to quote EU261 back to us again and to add a new exclusion reason of "We Do Not Cover;

o) prohibitive regulations by the government of any country, or delay or amendment of the booked Trip due to government action;"

Neither us or our legal adviser can see how this exclusion applies to our case as the flight went ahead without any such change or regulation. The Post office insurers in the form of INTANA appear to be trying every means to try to avoid settling our legitimate claim. Have asked again for our claim to be treated as a complaint and reviewed by a senior manager, awaiting response. If unsatisfactory again intend taking this matter to the insurance Ombudsmen, MP and TV media, as so unhappy with their reponses and poor customer service. Others consumers need to know they are wasting their money buying Travel Insurance from the Post Office as it isn't worth the paper it is written on. I will be avoiding any INTANA product from now on.

I have Heating protect with these guys included in the full package I took out in February, the whole thing costing me £264. I Called them to say I have no heat coming from 2 radiators, was told they were only covered if leaking, then told valves were indeed covered (all of us guessing what the issue was because I'm not an engineer and neither was the customer service lady). An appointment was made and then cancelled as they decided my radiators were not covered. Clever wording in the policy states System Breakdowns are covered, apparently both bedroom radiators not working is not classed as a breakdown!?! (I myself would class that as a heating emergency in the winter if vunerable people are in those rooms) but no, You are only covered if you have no heating at all in the house. I would not recommend this company to anybody. They have not even arranged my boiler service since I joined and on reading other people reviews I will probably book that elsewhere now. As expensive as British Gas are, they get the job done, I've had the same insurance with them them previously and they have always come out no matter how small the job, even to fix another radiator which I would class part of the heating system. It was a mistake to leave a more reliable company for a cheaper deal. I would not use Intana or Collinson Insurance ever again after this. I will be taking my issue up with the ombudsman because to myself if half your heating is not working that is very much a breakdown of the heating system. PLEASE AVOID - a total waste of money. I really hope EDF are aware that their name is attached to this shambles!

Appalling company to deal with. Totally incompetent. Avoid at all costs. Note, they are part of Collinson Insurance Services . . . & others!

I would most definitely NOT recommend this company. EDF outsource ‘emergency’ breakdown cover to them. Our boiler was leaking water and the carpet was soaked, an engineer wrongly diagnosed the problem by phone. He unsurprisingly ordered the wrong part, a different engineer came out a week later to fit it, he was good, but because the idiot who couldn’t be bothered to come out and wrongly diagnosed the problem our boiler had to be closed down as water was dripping onto the electrics as it was dangerous. We had been living with a time bomb for over a week. He fitted the ordered part but had to reorder the correct part, which took another couple of days. We were left with no hot water at the height of the Pandemic. The next day the pressure in the boiler fell, I contacted EDF again and they said we had spent our allowance and that they wouldn’t pay for another repair. Absolutely disgraceful, dangerous practices.

Intana is a Company run by a bunch of crooks and liars, they not only damaged my boiler but also left it dangerous to use, despite telling me it was safe to use. They are going to kill or seriously maim someone one day. Take heed and do not use them. They do not even deserve the one star I had to give them, and with the amount of bad reviews they have received how are they still trading.

Do not use EDF for boiler cover as the service is outsourced to a company called Intana who then outsource the work to local contractors! They took months to book me an appointment to service my boiler and then, the engineer damaged my boiler, leaving me, my husband and my two children aged 2 and 5 with no access to hot water or heating for over 5 days before they fixed the fault they caused! And, after two weeks they still have not provided me with a service report to say what was done on the service. When I complained they couldn't even get the facts right and told me to complain to the Financial Ombudsman! A disgraceful service and I would never use their boiler cover service again and have now applied to switch energy as EDF kept passing me off to Intana!!! A shambles of a company!!!

EDF Energy Total Protect: Took out this policy as an alternative to HomeServe and what a mistake it has been. Take my advice, pay a little more and use a reputable company.
Firstly, this is not EDF, you'll be dealing with a company called Intana (Collison Insurance Services), who are without a doubt the worst service provider I've ever had to deal with. I didn't realise I'd be dealing with a separate company, otherwise I would have gone with a more reputable firm.
Requested a contractor to attend my house (for £50 charge) as I was having terrible smell emanating from one of my bathrooms. They sent out a drains specialist, who cleaned my waste pipe from the bathroom - even though this was not backing up. This caused the bathroom to flood and for dirty water to leak into my Kitchen (the contractor denied this of course).
The first contractor did not fix the problem, but actually made the stench even worse by blowing of the faulty vent off top of the waste pipe (Durga System). I then had 2 other contractors attend (all while self isolating – as my wife was pregnant during Covid), over 2 separate days, meanwhile the smell became so intolerable that me, my pregnant wife and son had started sleeping downstairs. 3 days had passed since the first contractor attended, by this stage I had figured out the issue (through googling it – even though I’m not a plumber. Having investigated the issue I have come to the conclusion that I must have had a faulty Durga system in the first place and didn't need the down pipe flushing as there was not waste water back log.
I was then told by Intana (EDF) on a Friday afternoon I'd have to get a handyman to remove a small section of the bathroom suite, for yet another plumber to come out and fix the problem I myself figured out. By this stage, we had become fed up with Intana (EDF) and didn’t trust that they would be able to fix the issue before Monday, so I decided to call a recommended plumber to come out on Saturday at short notice. Within 20 minutes, the recommended plumber had not only removed the portion of the bathroom suite, but had confirmed the Durga vent had failed (but also that it was lying on the floor having been blown off by the first set of contractors) – he then fitted a new one and resealed the bathroom suite. A task completed in 20 mins, which took Intana and it’s contractors could not identify and solve in 3 days.
Based on this poor service I submitted a complaint and received a report detailing my complaint, but the report contained inaccuracies, lies (by the contractor) and completely missed my reason for complaining – the fact that I had to wait 4 days in intolerable conditions for a simple issue to be fixed. Probably the most appalling aspect of dealing with this complaint has been the lies submitted and wholly accepted by Intana (EDF) the contractor (stating that they weren’t aware of any flood, despite seeing the bathroom floor wet and skirting boards soaking and the running water down my kitchen wall). Suffice to say my claim is being contested, but again the process of dealing with the complaints team is poor (no doubt furloughed staff is causing an issue), waiting nearly 3 weeks and continually chasing them, being promised a call back (which never happens) is not great customer service. I’ll update this negative feedback if Intana (EDF) manage this complaint in a fair manner – otherwise, avoid like the plague.

UPDATE: After being promised call backs from Intana (which they never upheld), I had to constantly call every day to try and speak to someone for a week - I finally managed to speak to someone and they advised that the claim would not be upheld.

@EDF - you should take responsibility for your "partners" poor performance as your reputation is equally tarnished by Intana. I would never have taken out this policy had I have known it would be Intana and not EDF who would be providing services. Licensing arrangements of your brand to Intana is clearly false advertising.