Staingard Arvostelua 

Took a platinum sofa insurance policy out two years ago for a five year period. This was not cheap! I took it because it offers and I quote “ loss of resilience due to foam or fibre cushions”. We have experienced this issue and requested an assessment to be told the policy doesn’t cover this. I was confused because it clearly states that this is! I feel like the insurance is mis sold and feel this is one for the ombudsman to consider as this cannot be right to sell a product with exact wording but then refuse that exact working claim. I don’t expect something for nothing but I do expect a policy to cover what it clearly states it covers.
Do not buy this insurance policy I cannot recommend it and strongly advice against it

Update 27th Jan following report from Emmeria

I identified that my sofa had very suddenly experienced a loss of resilience to foam and fibre interiors on the 01-01-2025. On this date I made a claim via the insurance company process (claim ref number provided above).

Following an assessment by a representative from Emmiera they have confirmed that my policy does cover “ a loss of resilience to foam and fibre interiors” formally in a letter sent to me

However they have refused to help with any rectification of this issue stating that their technician says their is no issue with the sofa and I my claim is also invalid because I did not reported this within the required 14 day period.

Firstly, I am very upset to hear this because the technician stated (whilst at my property) that there was a loss of resilience in my sofa and confirmed that it occurred on the right hand side. I cannot, therefore, understand why the letter from the company says something different.

Secondly, the 14 day delay is fabricated by the company. I notified them and made the claim in line with the claims procedures on the day I identified the issue. There was no delay on my part.

This company is marking their own work and having company bias in their favour to avoid supporting claims.

I am extremely disappointed with Staingard Warranty Group. I submitted a claim to have accidental scratches on my dining table repaired, only to have it rejected on the grounds that the damage was considered “gradual” rather than accidental. I reported the issue as soon as it became apparent, yet the company refused to honor their own policy terms. Their vague and contradictory explanations have left me out of pocket for repairs that should have been covered.

In addition to the poor claim decision, the entire process has been a huge waste of my time. I was subjected to endless back-and-forth emails and repeatedly asked to send additional pictures of the damage, which only added to my frustration. Their technicians, rather than offering a straightforward solution, continually found excuses to avoid actually repairing the furniture.

I would caution anyone considering their services—what is promised in the policy is not always what you get in practice. I have had to escalate my complaint to the Financial Ombudsman Service, and I recommend looking elsewhere if you want a hassle-free and reliable service.

The engineer arrived on time, carried out a very professional repair.

Submitted a claim on 29/01/2025 which I was informed of a response in 24/48 hours, now on day 8 and have had to make contact again. Claims have to be made within 14 days yet the company is unresponsive

Informed of time slot, then messaged to give a more estimated arrival time, informative about repair, and what was being done.
Very pleasant friendly gentleman, great service.

Good communication and regular updates . Technician Jason also called to say he was on his way.
Great service and workmanship on the repair .
Thank you

I had a spillage on the arm of my leather chair, th gentleman from stainguard was friendly, knowledgeable and respectful

Very professional. Good communication.

Good service, friendly engineer

Engineer was friendly, chatty, and willing to help, great customer care.

Very pleasant experience from initial contact to final repair. Excellent service.

Ian came out and was on time, very polite and did an excellent job providing information and answering all our questions. Would definitely recommend.

The person who came was respectful of my property and removed his shoes without being asked. He treated the stain but unfortunately I now am left with a lighter patch on my sofa which is not ideal.

The technician, Ian, from the Emmiera Group was superb. Caring, helpful, polite, professional and punctual. Many thanks for an excellent service. Highly recommended.

We bought a sofa and paid an extra £200 for insurance. We’ve had the sofa less than a year and a tear appeared in the fabric. Straight away I completed an online form to have someone to come and repair the tear. We booked a slot which was about 3 weeks from when we saw the tear as it was the only one available when we were there. The man who came said that the tear isn’t covered because it happened over time. Which doesn’t make sense because we’ve had the sofa less than a year and claimed straight away. The truth is that the fabric was very thin anyway and Staingard don’t want to know or help.

100% from the phone call made to the engineer doing is job

Repair technician was very professional. He did a great job on the repair, excellent service, would highly recommend.

Very impressed with your Technician Neil. He carried out the repair in a highly professional manner, explaining what and why he was doing all along the way. A credit to your Company.

I can totally recommend this company for any fabric repairs. Really easy to deal with, and efficient.

The repair service was excellent in all respects. They responded quickly and the service engineer arrived promptly and got straight to work. His workmanship was superb, he was very polite and we are delighted.