Home emergency cover fiasco

ruppert

Good morning, our boiler stopped working 11 days ago. We have home insurance through admiral which includes emergency cover to carry out a temporary repair on our boiler should it break down. Admiral use a contractor called Preferred Management who have been dealing with our repair. PM responded quickly sending out an engineer to look at the boiler and identify the fault and the parts required. He said it should take 2 days at most to to order,receive the parts and return and that it would be PM who will order the parts for him. We have had to phone PM all last week to find out what was happening they made no attempt to update us even when they said they would. They seemed to be stalling with excuses by day 3 saying it would now take 2 to 4 days for the parts to arrive and by day 8, having cancelled an engineer on day 7, sent us the original engineer with the wrong part. Day 10 have sent the same engineer with the wrong part again. The engineer said he told them its the wrong part but that they insisted he come out. We are now 10 days with out hot water or heating we have a child aged 7 and we now all have colds. What do we do?

Blibble

Log a formal complaint with Admiral - does the policy in question allow for a cash settlement to be made so you can appoint your own contractor to do the work ASAP and you be reimbursed for it?