How many plumbers ...

Andrew Savory writes;

I'm working from home this morning, because I've been assured that a plumber is coming "first thing" to look at my radiator. Back in November, my spare room radiator sprung a leak. After calling around, the 11th plumber I spoke to was able to come out and do the emergency work required to stop the leak (removing the radiator and capping the pipes). Since then, it's been one long nightmare trying to get the insurance claim sorted out and a replacement installed. NatWest Home Insurance told me that I need to get a quote for the fix from a plumber, so I did that. It wasn't easy. I called five different plumbers. Two said they'd fax a quote and didn't. One said they didn't have anyone in Norwich that could handle it. One offered to do a quote, but wanted £25 for it. Finally, a plumber based just round the corner from me gave me a quote over the phone and then faxed it through to me. I dutifully added a cover letter and faxed it off to NatWest. After three calls to NatWest to chase it, they told me that they had received the fax and spoken to the plumbers, but needed proof that the leak was caused by either freezing or high pressure. Apparently, general every-day leaks aren't covered. I'm not sure what caused this leak - it wasn't freezing, but it could have been pressure, it could have been a duff radiator, it could have been rust. I'm no expert, but surely any unexpected leak is worthy of an insurance claim? If the heating system is maintained, it's not possible to tell whether there's a problem or not until the damn thing leaks, is it? Aaaanyway. I called the plumbers back, and they said sure, they could write to NatWest. I asked them to fax me, so I could forward it. And then I heard nothing. So I called them back, and they said they'd take care of it tomorrow. Nothing. So I called them back, they apologised, and said they'd deal with it tomorrow. Nothing. So I called them back. They said they'd try to get something done today. Nothing. Remember here that out of five plumbers, these were the only ones that responded to my initial request for a quote. I figured I was more likely to be successful by persisting with them than by switching to some other plumber at this point. And, of course, NatWest already had one quote from them, so I didn't want to confuse things by bringing in another player at this point. So I called them back. No reply. Well, getting close to Christmas now, they were probably down the pub. So I called them back. No reply. Well, we're into the New Year, but perhaps they are still hungover. So I called them back. Apparently the guy that needs to take care of it wasn't there, so they'd try tomorrow. Nothing. So I called them back. Apparently their computers have a virus, and they can't do anything right now. They'd try later. Nothing. So I called them back. This time, they explained that they couldn't really give me a letter saying the radiator burst due to high pressure, as it puts them in an awkward position. They could send a guy out to give me a free quote and to take a look at the radiator though, after which they could write the letter. Great. So the plumber made an appointment with me for first thing Monday morning, and they said he'd call before he arrived. Nothing. I'm pretty sure it doesn't qualify as first thing Monday morning any more, even by the most liberal of timekeepers. Time to phone again. So far, I have made 37 phone calls, including the initial emergency calls. 11 to one plumber, and 11 to NatWest. I'm amazed.
Update: I called them back. Someone decided it wasn't worth coming out to do the free quote. Someone else forgot to call me and let me know. They can, however, come out and quote for £50+VAT.
I called one of the other plumbers that failed to send a quote last time, and he should be here this afternoon. £40. Ouch.