Keith Jeavans

HomeProtect's sole aim in considering our claim was to find ways of refusing to pay. They even brought up the rule which says that the property must not be unoccupied for more than 30 days, even though it was irrelevant to the problem. They said they would need proof of this, although the policy does not mention that, and we had told them it had not be unoccupied. It's a mystery to us how you could prove it anyway, unless we install a doorbell camera. Next year we will look for a different insurance company.

This survey is irrelevant. We just allowed the automatic renewal. Nothing to report.

In general very good, just a little slow to return the damage deposit.

This is a pointless survey. I did not buy a policy. I simply allowed the automatic renewal of the existing policy.

I rang to provide a new debit card number as my old card had expired. It took over and hour to get an answer. Then the person on the phone wasted her time and my time (and the time of people behind me in the queue) by waffling on about stuff to do with the policy, even though nothing had changed. The automatic message apologised for the wait, but it's hard to accept the apology when you are clearly and deliberately understaffed. Your e-mail says I recently bought a policy from you. This is not true. I simply allowed an automatic renewal. Lastly I now find it is difficult to submitr this feedback as I don't have a Google logon or Facebook.

As usual straightforward. A few niggles - the API screen at first did not register my details - the system is slower than it used to be - why can't you copy name/nationality etc from the booking to the API? - it somehow seems to think I'm in the US (some systems know from the IP which country I'm in, Belgium in my case) - Anyway it's not likely that I'll want to book a ferry from the US!!

I usually use DF because it gives an easy overview. However I will NEVER use it again for Eurotunnel. I had to fill in an API. The link to the Eurotunnel site didn't work. I rang Eurotunnel who said it was because I'd booked through an agent. I needed to change the booking fairly last minute to avoid the expected chaos with storm Eunice on Feb 18th. Although Eurotunnel are happy to change it until the last minute, I couldn't do it online because (guess what?) I'd booked through an agent. DF would not change it as it was less than 24 hours till the booked time. No way to phone DF, and I had no faith that a message and ring back would work in time. So I had to wait 42 mins on an international call to get Eurotunnel to sort it out. I must say the person who answered was very pleasant and helpful, but they are clearly short-staffed, which is why we all want it to be possible online. In fact I'll probably use DF to make the selection in future, but then go on to the company's site to make the booking. It seems it will work as required, which is not what DF want, as it means they miss their commission. A lose-lose situation generated by DF.

Amsterdam - Newcastle always takes a bit if finding.
It would be nice if you could persuade ferry companies to make an cheaper offer for round trip returns - Zeebrugge/Hull or IJmuiden/Newcastle one way, and short crossing the other way. P&O did it once about 15 years ago.