HOMESERVE left 84yo widow without heating/hot water during winter

s1lv3rdal5

Homeserve are used by a major insurance company for their Domestic Emergency Cover.

Last September my mother in law, a 84yo widow had a flood caused by her gas boiler, Homeserve stated there was no problem or the problem had been fixed (she is not sure).

This April she had another flood caused by the boiler, Homeserve refused to pay as the parts were serviceable items;
The parts that failed were;
A printed circuit board and a Thermostat

These items are not part of a regular boiler service, it is not part of Pottertons service schedule. It is like a car radio failing, now that is not a service item either.

The insurer is not asking her to pay the £100 excess, ( I think they suspect that the earlier fault was not fixed properly) .

She was forced to pay £340 out of her own pocket, as homeserve left her without Hot Water and Central Heating in April, which if you can remember was very cold with ice & snow !

Her home insurance is almost due for renewal and she does not want to have anything to do with homeserve.

Does anyone know of an insurance company that covers Home, Contents & Emergency Cover, and DOES NOT USE HOMESERVE ?

I have been speaking to the companies involved on her behalf, and I WILL be making a complaint to the FSA when this is all over and I get a "Final Response" from Homeserve.

I think their (Homeserve) actions are deplorable, and how anyone could treat an 84yo woman like this beggars belief.

I thought maybe this was a One Off, but reading this forum it is appears to be the norm for Homeserve.

DO NOT TOUCH HOMESERVE WITH A BARGEPOLE

Weirdlittleman

What was the £340 incurred for? Why didnt she claim for these costs?

It is an insurance claim and of course the excess would apply. You seem to think because she is old she shouldnt have to pay her contractual excess and that other people should be liable for a mechanical breakdown. As you clearly know things breakdown. It is unfortunate and part of life.

You dont seem to actually tell us why they are deplorable?

s1lv3rdal5

The £340 was for the parts mentioned in my post

and

The Insurance Co decided not to charge the excess as the first fault was not fixed properly (excess was charged then)

I hope that answers your question

What would any forum reader say if it was their 84yo relative that was treated in this manner?

gordikin

I'd say get another family member to advise her.

Quentin

s1lv3rdal5 wrote: »

The Insurance Co decided not to charge the excess as the first fault was not fixed properly (excess was charged then)

You posted that on the second visit, Homeserve "refused to pay". So if there was no payment from the insurer, there would be no excess to be deducted would there?

Is the policy a maintenance contract for the boiler? If so, it will list any parts not covered.

s1lv3rdal5

#4
Many thanks for your Helpful post

shame it never answered the question

s1lv3rdal5

#5
The Domestic Emergency is an optional extra as part of home insurance.

If the original fault had been repaired properly the first time, then yes she would have to pay the excess because of the damage caused by the water.

Hope that explains things.

dunstonh

These items are not part of a regular boiler service, it is not part of Pottertons service schedule

Potterton circuit boards are notorious for failing on certain models. There cant be a Suprima boiler out there that hasnt had at least one replacement circuit board. I'm on my 5th. (first paid for by potterton/bovis under warranty, second I had to fight with bovis to get replaced and eventually did other three replaced by British Gas under their homecare service). Some of the circuit boards last less than a year. Although the more recent ones have much better shielding and prevent the fault (which is the heat causing the solder to get brittle and snap as it heats and cools).

However, the part is not covered on household insurance. It would be covered on most central heating cover policies. However, the two things tend to run independently of each other if you do hold both things. They may be retailed together but that doesnt mean they are combined. Also, these central heating plans tend to have multiple versions of cover. Some things may not be covered on the basic package but may be on the more expensive ones.

I WILL be making a complaint to the FSA

The FSA do not handle consumer complaints. They will just send it on to the insurer.

can you verify if its just a home insurance policy that is held or if its a home insurance policy and a boiler/central heating care policy held as well.

s1lv3rdal5

The Domestic emergency cover is a seperate policy sold as a bundle with the home insurance, and as you say it should cover the parts mentioned especially as they are not service items.

As for the FSA, they will consider complaints if the insurer & policyholder cannot reach agreement, then you ask for a "final response" only when you have that will the FSA get involved.

dunstonh

The Domestic emergency cover is a seperate policy sold as a bundle with the home insurance, and as you say it should cover the parts mentioned especially as they are not service items.

Have you checked to see if it covers the parts mentioned in the domestic policy?

Is it possible that the insurance company for the household side is looking at it as if she was claiming on the household policy rather than dealing with the domestic emergency policy?

As for the FSA, they will consider complaints if the insurer & policyholder cannot reach agreement, then you ask for a "final response" only when you have that will the FSA get involved.

No they dont. You are thinking of the FOS.

s1lv3rdal5

The policy should cover it, here is the wording;

"Provides cover for your household repairs and labour charges following unexpected emergencies involving heating, electricity supply, plumbing, drainage and damage to roofs through adverse weather or fallen trees.

Also provides cover for permanently installed cooker/oven/hobs, alternative accommodation and the cost of removing rats or mice or the treatment and removal of wasp’s nests. "