Henner is a disgraceful, predatory company. Its 2.1 rating (at time of writing) says everything you need to know.

For context, my mother has been paying into Henner since 1974, over 50 years. Over the 2nd half of 2024, she was taken to hospital with delirium. We contacted Henner in December 2024 to ask what levels of care they would provide.

They sent us a brochure about my mother’s entitlement. Since we were in a crisis, we took steps to put in place care for her on that basis, in good faith. Henner kept moving the goalposts while we were dealing with a crush situation in order not to pay out.

Eventually, they said they would NOT cover the service since we never had an agreement in place - therein completely ignoring the fact that the reason we didn’t have an agreement is because they kept moving the goalposts and took 5 months to respond, while we were dealing with the crisis. They’ve now left us with a £25k bill that we can’t pay.

Since then I have tried to get in touch with them multiple times, I sent them a detailed email in May which has never been replied to, and every time I ring it’s like they’ve never heard about this before. This is an outrageous way to treat my mother who has been paying in for over 50 years for precisely this kind of situation - only for them to try to wriggle out of their dues on a technicality.

They will respond to this message, saying to get in touch to discuss this case. That every customer matters. I will be happy to post an update to this message if Henner come good, but the reality is that I have lost any faith in Henner’s integrity.