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Thu September 24 2020

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Customers stand by Homeserve

10 Nov 11 Home repairs group Homeserve says that its customers are sticking by it despite the company being embroiled in a scandal over mis-selling insurance policies.

On 31 October Homeserve suspended all sales and marketing activity amid concerns that its call centres might not be complying with Financial Services Authority (FSA) requirements.

Homeserve sells homeowners insurance to provide them with cover against blocked drains, burst pipes, boiler breakdowns, leaking roofs and electrical problems. The company said that it had seen very few customers cancelling their policies since news of the scandal broke.

The company has now resumed receiving sales enquiries over the phone after a staff retraining programme but will not be doing any cold calling until it is “fully confident of meeting the required standards”.

HomeServe continues to handle customer claims as usual with over 14,000 home emergency repairs completed during the last week. 

Chief executive Richard Harpin said: "Our priority is to tackle the issues in our procedures that we have identified.  The actions we are taking are an important part of that process and we will continue to take all necessary steps to ensure that all our customers receive the standards of service that we and they expect."

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