Intana - www.intana-assist.com

Having been paying into a monthly insurance for over 5 years - I was surprised by the callous nature of responding to a claim, dismissed over email with standard 'read the fine print' text.

Extremely disappointed after being rejected for my first and only claim which was/should have been covered and was for less than £200

Please do not waste your time and money with Intana. If nothing, you will just lose sleep waiting for their response

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.

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. 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.

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!

Having taken out travel insurance ( Multi Trip annual )via the Post Office for several years and have had to make the first claim in July 2019, I am still awaiting an outcome on a very straight forward claim. Some 12 months later and have been told so many differing stories from them I would advise all to avoid this company.

Disgraceful that the Post Office is even associated with such a bunch of sharks.

We took out a long stay travel insurance via the Camping and Caravan Club.We have had to make three claims so far and have to compliment Intana on the way they have handled the first two.

One was for some veterinary treatment for our dog and the other was for trip interruption, when I had to fly home for my brother’s funeral. The two claims, with a refund on the former and the arrangements for my flight home and back for the latter, were both handled very efficiently and sensitively, which is greatly appreciated.

We have one outstanding claim, for medical treatment for my wife, which we hope will be dealt with in a similar manner.

AVOID AVOID AVOID, EDF sell you this policy but the minute you make a claim you don't realise you are not dealing with EDF but some awful company who REFUSE to do work and are rude. EDF should stand up and share the blame when it all goes wrong but there not interested at. Intana home cover useless, you have been pre-warned

Despite many requests would not allow me to speak to a manager, or help in anyway. Really disappointed that the post office is using this company. Have always bought my holiday insurance through them... not anymore ! they have taken our £100 excess but not paid the Australian Ambulance service, we are now getting court proceedings as non payment. As if the accident wasn't distressing enough.

Do not use this company.

Myself and husband booked a holiday and bought our individual insurance my husband was advised that he would need an operation during the time we would be on holiday. Consultants were happy to complete the forms sent to us when I contacted Columbus travel when returned to our respective insurance companies my husband's paid his half without hesitation. Intana moved the goal post each time and refused to pay out.

Booked holiday insurance with this awful company

However after a letter from the consultant not just one letter but two plus from our gp explaining the problem that so happens why my husband couldn’t travel they have refused to pay out as saying that we knew when taking insurance out he had to have a emergency op after a routine hernia repair with in 24 hrs How is that possible when told by consultant the said holiday would do him good to convalescence UNBELIEVABLE Won’t recommend post office insurance ever again INTANA are awfull

Worst company service. Unbelievable!