Insurance claim turned down incorrectly

chocspon

I have Home Protection Plus Insurance cover and I tried to claim as my boiler keeps requiring the pressure to be topped up. This happens maybe once a day but usually only when I reduce the temperature. Axa sent an engineer out a week ago and on Tuesday I had a phone call to say that the boiler was in good condition, that the main Heat Exchanger was leaking and there was one other fault but the good news was that I was fully covered. Early Thursday morning I had a call to say the decision had been changed. They say that the heat differentials are too high so there must be a blockage in the system which must have caused the heat exchanger to start to lose water. The boiler is a Logic Combi 30 Boiler and about six years old. Apparently the main heat exchangers in these are prone to getting pin hole leaks from what I am told. The engineer never took a sample of water, never checked any of the radiators which all get fully hot when the central heating is on and the boiler does not overheat in that it is not constantly stopping and starting and is not noisy in any way. I am not a plumber but I have had various bits of feedback which basically say that AXA are simply trying to avoid the repair so have conjured up the easiest excuse which Joe Public generally wouldn't understand. The insurance cover states that if damage is caused by sludge either indirectly or directly they will not pay out. How can they say that this has happened without anything other than what they say is that the heat differentials are too high so there must be a blockage. They never took the heat exchanger out to inspect it, they never took a water sample, they never inspected any radiators or any part except look at the boiler and inspect the flue. The boiler is up stairs so higher than any of the radiators Please help as I have had to raise a complaint against AXA and need to be able to have some ammunition. They also failed to respond to my complaint within what I was told is a statutory time limit????

FutureGirl

Did you raise a formal complaint in writing (via letter?).

What exactly are they saying is the reason for the decline? Because there is a blockage?