I have a few items insured with D&G and…
I have a few items insured with D&G and I recently moved, which resulted in two of the insured items being broken. My experience with both of those is as follows, and the reason why my score is only average.
The first item, my tumble dryer, I was able to easily book the repair online, the engineer was prompt, polite, and within 3 days my dryer was up and running again as if nothing had happened to it.
The second item, my TV, however was (and still is) a completely different story.
I booked a repair on 1st October, as soon as I'd realised the item was damaged. The engineer came out that week and was polite, explained everything to me, and left saying that the insurance company would let me know by the end of the week what the situation would be (repair or replace). A week later I'd still heard nothing, so rang the repair company who advised me that D&G still hadn't processed the claim. Queue a phone call to them to find out what was happening. I was reassured on the phone it was being dealt with, they were just waiting for myself to complete an accidental damage form which they were adamant had been emailed to me. I'd already checked repeatedly and told them it hadn't, but if they could send it again I'd be happy to fill it in and return along with proof of purchase.
Another week passed and still nothing, so I again called D&G to be told they HADN'T sent the form out yet, and would send it out in the next 24 hours. Another week passed and I finally received the form, filled it in and returned it within the hour. I received an automated reply that I would have a response within 48 hours....
After 48 hours I decided to ring again, to be told on the phone the item had been written off, and I should shortly receive a link to enable me to choose a replacement product, and if it hadn't arrived to call back and they would chase it up with the replacements team.
It's now 25 days later, and called again this morning. Apparently it hasn't been classed as written off yet and I have to wait yet another 24 hours to see if I get a link sent through or not, and if not I have to contact them AGAIN.
Its beginning to seem that sometimes they will be quick off the ball, and other times they just can't be bothered to anything other than "send an email" to another department and hope they sort it out.
I will be back to add to this when I eventually get it sorted, just to see how long it takes them to sort out a simple claim.
