Legal Insurance Management Group

If I could give minus stars I would. Called 26/10/22 to report a fault and asked for engineer to look at heating the following day. Took a day off and engineer never showed despite 4 calls on the day they were expected. Finally engineer came out 2 days after initial call who wouldn’t fix as my boiler Required a heat exchanger. Advice by Lim to contact boiler manufacturer and organise them to assess and if the manufacturer could fix I would be able to claim back what I paid them. Manufacturer attended and repaired at a cost of £325. Since then I have contacted Lim 6+ times by phone 2 emails and 2 voicemails left on customer relations(complaints) asking for callback. Continually told by advisors on the phone that my call would be escalated but this makes no difference. The company are totally incompetent and lie to get you off the phone. If your home emergency company use Lim for their calls then seriously reconsider going elsewhere even if it costs you more. This is the worst company I have ever had the misfortune of dealing with

Extremely disorganised, takes hours to call an emergency" number. Waiting months for reimbursement. So poor that I will avoid any insurance using this company again."

Absolutely hopeless company. Phoned emergency line a week ago. Promised a contractor. Didn’t happen. Phoned back daily and was continually told that the relevant person would call me back…. One even apologised and said they would get an expert to call as soon as they finished the call they were on.. 36 hours still no call. No heating or hot water or heating for 8 days and kids in the house. Now I’ve had to sort myself at great expense. No complaint section on website!!! I WILL be complaining.. look at ur reviews LIM ur a disgrace. Had to give one star as zero not available

If I could rate less than one star I would. They are con-men. Dreadful service. Avoid at all costs. Attempted to use them 3 x times. Said policy wasnt valid 1st time. Tried that second time and when didnt work didnt get an engineer till 36hrs later and final time burst pipes called them, recorded the issue and never called back. Shameful.

Avoid. We have a hole in our roof and water penetrating the ceiling. A contractor attended from ‘preferred contractors’ and said they required costs approved by LIM for scaffolding to see what is going on. We have called EVERYDAY for 3 weeks and either haven’t got through or have been told a different thing every time. Average wait time of 40 minutes! One person didn’t even know a contractor had attended and said they were sending someone soon. Completely useless and we have no choice but to go private and hopefully recuperate the cost.

Appalling service. The home emg policy from Intelligent Insurance is covered by this second company LIM (Legal Insurance Management Group), who uses a subcontractor to 'sort the problem'. Only they couldn't sort the problem, but I did get charged for the callout, after which I STILL had to find my own engineer and sort the problem that day! Took 3 months to resolve a very very minor home emergency issue and I am completely dissatisfied with the service and have had to pay out my own pocket despite having a home emergency policy. I would avoid using this company like the plague.

AVOID! AVOID! AVOID!I have successfully taken this company to the Ombudsman.I have never dealt with a more unprofessional company.Too many issues to list.

Considering this is meant to be an emergency service the service is far from urgent. These guys are not easy to deal with and seem to make it as hard as possible to sort out a claim. I would not recommend them to anyone. AND if the sales guys say their policy includes Track and Trace then they are being disingenuous. You have to pay for the this (£270 ish) plus your excess before they'll start the work.--Sit Rep-- Danny has just completely transformed my thoughts on LIM. HE was great, took time to understand our issues, looked in to the file history and 20 mins later approved the claim and gave the authorisation to proceed - Incredible service.

I contacted this company to get the emergency service to repair my boiler. I phoned this company over 7 times to confirm whether the boiler engineer can visit my home on time. But they didn't let me know when this boiler engineer can visit. I have been waiting for the engineer for over five hours at night on Saturday. In the sixth call, I asked the staff whether he can contact the engineer on behalf of me. He told me he will call me as soon as possible. But the meaning of 'as soon as possible' may be in one hour to them . I didn't get any phone call and finally cancelled this service. What is the emergency service? I don't know. .. I used a similar service to other companies before. They made sure of the timeline exactly. But LIM didn't manage the time well for the customers. Also, they didn't try to resolve the customer's emergency timely. They didn't call me back at all, even if they promised. I was very disappointed with their service.

Total waste of time, avoid this company. Waited 15 days for a new boiler in December, paid the invoice but still trying to claim the money back and it’s now February, they have one excuse after another why they can’t pay…….