Problem with Home Emergency insurance cover

shaggy

Hi all.

Wondered if someone here can give me some advice.

I've had Swinton's home emergency cover (boiler/central heating etc) for over a year now. Have already got my moneys worth out of it by calling out for boiler a couple of times.
Late last year, Swinton changed the cover so now they include Roof cover on top of the boiler etc for a small additional cost.
I took up this extra cover for peace of mind.

Today, due to the wet weather my roof starts leaking so I call them up fully thinking I'm covered.

The claims call center agreed to send out a repairman, BUT, they insisted any repairs would be temporary and long term repairs would have to be sorted via Home Insurance !!??? Now, this was news to me because my Policy Summary booklet clearly says 'We will pay a maximum of £1500 inc VAT for call out, labour and parts'. No mention of 'temporary cover' here.

The policy booklet I was given is in fact LAST YEARS... I was given this at time of taking up the policy with the local branch claiming all the policies are now held centrally at the call center and they dont get any up to date docs in the office !!???

So, it seems there is a comms breakdown between the local branch and the central head office, and i was definitely misssold the policy.

Where do I stand legally on this? Have I been missold the policy as I think I have?

Any help is appreciated.

ihateyes

the terms for all emergency covers only cover a temporary repair or a permanent repair if at a similar cost.

the t&c's..... does that have the section about the roofing.... if no, have they supplied you with one..... this is the key point

shaggy

There is a 'Policy Booklet' which includes t&cs in detail - I was supplied an old version by the local branch, who claimed they are not given the up to date versions as the policy is handled centrally. This does not mention anything about roof cover because the old policy never included the roof cover, so most of the conditions included in the booklet are totally redundant!
There is also a 'Summary of Cover' page which I was provided. This DOES include the roof cover and wording for that I have included above. Basically, the wording of the policy I was provided never mentioned a temporary repair of any sort.
I call up the branch and they tell me to call the call center. I call them up and they read out the T&C's which I never received. And then blame the local branch for not supplying them!
So, where do I legally stand?

ACG

They would have posted an up to date version to you and any changes they make during the policy....again they send updates.

You need to get a copy of the relevant t&c's - see if that differs to the one you have. You MAY be looking at the wrong bit in relation to your claim.

ihateyes

shaggy wrote: »

There is a 'Policy Booklet' which includes t&cs in detail - I was supplied an old version by the local branch, who claimed they are not given the up to date versions as the policy is handled centrally. This does not mention anything about roof cover because the old policy never included the roof cover, so most of the conditions included in the booklet are totally redundant!
There is also a 'Summary of Cover' page which I was provided. This DOES include the roof cover and wording for that I have included above. Basically, the wording of the policy I was provided never mentioned a temporary repair of any sort.
I call up the branch and they tell me to call the call center. I call them up and they read out the T&C's which I never received. And then blame the local branch for not supplying them!
So, where do I legally stand?

tbh i think you have case. was it the branch that sold you the extra cover??? if so its their responsibilty to give you updated t&c's

i used swinton a few times but never again.

shaggy

Yes it was the branch who sold me the extra cover. I was never given an up to date booklet with new T&Cs.
I don't know where I legally stand with this.
I've had nothing but bad CS experience with Swinton but never again.

ihateyes

shaggy wrote: »

Yes it was the branch who sold me the extra cover. I was never given an up to date booklet with new T&Cs.
I don't know where I legally stand with this.
I've had nothing but bad CS experience with Swinton but never again.

im certain they need to give you a new copy.....

i know its different..... but look at the Harrods store card that got changed to a credit card..... the judge ruled the debtor doesnt have to pay as she was never given a new updated set of terms and conditions.