Hi, I was just googling for Multimaster contact details and came across this thread. After reading it, I thought the situation looks exactly like mine, so I decided to share my exeprience with Multimaster. and also wondering if finally got any futher with her claim. I actually live in Republic of Ireland, we purchased a suit of fabric furniture in Reids (2 + 3 seaters) and took out Multimaster insurance in May 2004. In May 2005, my husband left his notebook and permanent marker on the sofa, which tipped over and left a huge black stain on the arm of the 3 seater. So, I submitted a claim to Multimaster. They sent me back a cleaning kit for leather. I called them back and asked if they are expecting me to clean the fabric with leather kit. They said that on their systems the furniture insured is coming up as leather, and that I had to go back to the retailer and get them to submit correct details for the furnutire. That took a couple of months. After numerous calls, they finally recieved it and said they will send out someone to have a look and see if the stain could be eliminated. After a month, a few failed visit, a guy finallyshowed up, said nothing can be done to this, and promised to file and send report to Multimaster. As you guessed Multimaster never received the report. After another couple of months of calling the guy who inspected the furniture and who said the sent the report to the Multimaster several times and Multimaster denying receiving it, Mulstimaster decided to empoy another inspector. Another few months and the second guy finally appeared on out door step. This one even took a sample of a fabric from the bottom of the sofa. Again, problems with report receipt on Multimaster side. After they finally received it, they took another 28 days to review the claim. Then they said they will try to contact the producer of the furniture to see if the arm could be replaced. The response was that the furniture is discountinued and the arm could not be replaced. They had to review the case agian for another 28 days. Then they requested me to provide a proof of purchase and value of furniture and the policy, as Reid's could not locate this information. we did. So, in October 2006, after 18 months, they sent me a cheque for £900 pounds which only covered half of the price of the furniture and told me I could keep the furniture. It took me a while to get back to them, but I sent the cheque back early 2007 and said that I do not want to keep the furniture, but would like the whole suit to be replaced according to the terms of the contract. After another few months and more phone calls, they sent me a letter, saying I could go and choose a new suit of furniture from Reid Furniture, send them the specs and they would place and order for me. Which I did. After a month they sent me another letter asking for a cheque to cover the difference between the original price and the purchase price. I did. The delivery time on the furniture was 16-18 weeks, i sent the cheque in June 2007, so was expecting the furniture to be arriving in October. I phoned in September and was told that Multimaster has been bought over by another company, my order has never been placed and they will review the case and get back to me. The security has also changed and they couldn't talk to me without my husband's authorisation, as his name was on the policy. After few more converstaions they said they will need to check if the cheque Multimaster sent me in 2006, has actually not been cashed and I will recieve aphone call in a few weeks. After 2 weeks, I called them myself and heard recoded message on the phone "our offices are currently closed. please call back during normal business hours 9:30-5, Monday to Firday" (I was calling them Friday morning). So, I kept calling and getting the same message for another week, untill I decided to try and choose different option on the phone line (Reid's customer instead of Multimaster customer). When i got through to customer services representative, she told me that the department looking after my claim is on training and that's why their phone lines are closed. I couldn't beilive it. So, said she will pass the message on and she will pass on my suggestion on changing the recoded message to notify cusomers that the services are temporarily unavailble and when they going to be resumed. Sorry for long message, but I guess I was trying to make a point that Multimaster seems to be employing strategy of dragging it as long as possible with every step of the claim in the hopes that customer would get fed up and drop the claim. What I am wondering about is weather they can be sued for not dealing with claims in more effecient manner and less time