Boiler Repair under Home Insurance problems

AKN

Hi all,

Is there anyone out there that can point me in the right direction please?

My CH and HW boiler failed last week and arranged for an engineer to come and investigate via Homeserve via RSA via More Than.

The engineer turned up and "diagnosed" the fan as faulty.

Homeserve called me to tell me that the repair will require three parts, including the fan. One of these parts I know does not exist in my boiler, and they want way over the odds to complete the repair.

I am a qualified engineer - though not a gas engineer- so fully understand the inner workings of the boiler. Homeserve will not take my word for this blatant "error".

They want over £600 (of which the "first £200" is paid by More Than). Grossly overpriced parts and labour.

How do I get More Than/RSA/Homeserve to see that they are using engineers that don't seem to know what they are doing? Unless they "DO" know what they are doing? ;-) Their (all parties) customer service folk have been informed, but as yet (after 4 days) no response.

By the way, Homeserve in-turn use a third-party gas engineering company.

In the meantime, I have fully repaired the boiler. The components "diagnosed" as faulty are and have been fully working. The fault was with a part that costs at most £25! Is this a common problem, or did this engineer think he could pull a quick one?

Thanking you in advance...
:think:

InsideInsurance

Put a complaint in writing to them advising of the concerns and the issues and that ultimately you had it fixed yourself with the part needed not being one of those diagnosed as faulty and only costing £25 (I would argue the fact you fitted it yourself is irrelevant to the complaint and so not mention it).

You can email the complaint to their team at crt.halifax@uk.rsagroup.com according to their website.

All companies have to log and investigate your complaint and they will almost certainly do trend analysis so if enough complaints come in about the same supplier higher level investigation is conducted.

AKN

Hi, Thanks very much for your advice, and pointers.

I'll lodge a complaint and will write back once I hear anything from them..

Once again thanks.

AKN