Homeserve Boiler Insurance

Hollands

Hello, I'm new to the forum and have a situation that I need some opinions on.

I have my boiler and heating insured with Homeserve. On the 28th July my boiler packed up. I called them up and arranged an engineer visit. He came the next day and identified some parts that needed replacing. So far, so good.

On the 3rd Aug I wondered why I hadn't heard from anyone so I called the sub-contractor. I was told that Homeserve has told them not to order any parts as I wasn't covered! I called Homeserve and was told that I was covered but the case had been closed but for no apparent reason. The case was re-opened. The next day I called them again as I had heard nothing. This is 1 week after loss of boiler. I was now told that my particular make of boiler is not covered!!

At no point when I took out the policy was I asked what boiler I had. All I was told (or promised) was that their policy was the same as the British gas policy I already had. I naively took their word for it and accepted their sales pitch then cancelled the British gas policy.

Well, basically i was mis-sold the policy. I raised a complaint with Homerserve on this basis and they accepted and decided to honour the claim. Parts were ordered and an engineer visit was booked. Back on track now... Also I am issued a £50 cheque to cover the payments i have made for a policy I could never have used.

Now when the engineer turns up almost a week later he doesn't have the correct tools for the job! He leaves my home telling my wife he'll be right back with the long nose pliers he needs....guess what - we don't hear from him again. I call them that night, they apologise and tell me he'll be back tomorrow.

Next day - no sign.....all day! That afternoon I call the sub-contractor and have an argument with the operations manager who was very rude and not in the slightest apologetic or sympathetic towards my situation. We eventually agree that the engineer will be on site the next day.

He turns up the next day and now finds that the boiler is not repairable because of corrosion! Guess what the small print says on the policy - corrosion not covered!

This is now 2 and a half weeks later.

Homeserve now tell me that I'm on my own. I get 3 different engineers in and get quotes £1500-2000 for a new boiler!

I have continued with my complaint with Homeserve with regards to the mis-sold policy and the poor service. I have quote the 'treating customers fairly' scheme with which they are a part. They have admitted that they did not treat me fairly and have offered £200 as compensation.

At this stage I have not accepted. My wife has lost earnings of 4 days work, we have been without hot water for 2 and a half weeks and made hours worth of phone calls, not to mention the poor treatment, mis information and rude telephone calls. I told Homserve this but they are not willing to increase the offer.

Has anyone had similar problems or can anyone offer and advice? Should I be happy with the offer?

Kind regards

Ross Hollands

ihateyes

Shocking.... did they not send an engineer out to do a first visit on the boiler????

I would be looking £300....
Start a small claims of £300.... you can do this online..... i guarantee they will settle, rather than defend in a small claims court!

Hollands

Thanks for taking the time to reply. I have sent them a letter requesting more compensation and included justification for this. If I don't get the response I want then I may well go down the small claims route.

I'll let you know

Thanks again