Heating Insurance Rights

David.973

So, I hope I’m in the right place.

My grandmother has heating insurance with The Boiler Company. She’s 83 years old, lives alone and has breathing difficulties due to COPD.

I was visiting on Saturday when her heating went off at about 3pm. There was gas but the boiler would not turn back on no matter what I did (I am very inexperienced but I was the only person there).

We paid a £65 holding fee for an appointment and called them out, on the understanding it would be that day (or 24hours maximum).

After paying the fee, there was no call, as promised, to confirm the engineer was coming and, around 5;30pm, I called the emergency line advised the engineers finish at 5pm on a weekend!

They expected my grandmother to wait until Tuesday without heating and hot water for an engineer to come out, after paying £65 for a call out,

Thankfully, a friend if the family got someone with some know how to get the boiler back on but, as they’re not a professional, it wasn’t guaranteed to last. We also had little faith as the boiler was only serviced mere weeks beforehand by the same insurers, as my grandmother has just gone with them (a friend of the family did all her boiler work until recent when he retired).

I called on Sunday to ask when someone was coming out, as I wanted it checked out, just to be sure. They advised that Tuesday was the earliest they could do for an emergency call out. TUESDAY! Had our friend not sorted it, they expected my grandmother to wait 72 hours without heating and hot water.

Thankfully, a manager called me back yesterday and advised they had an engineer in the area who could call around 4pm.

So, anyway, the £65 holding fee has been processed for refund (as they say is protocol), but I’ve asked for compensation. They’ve consistently given inconsistent advice and we’re leaving when her contract finishes in February.

Anyway, I need to know what my grandmother’s rights are in terms of being left without heating despite being vulnerable and paying for emergency cover.

Also, if anybody has any recommendations on other boiler/ heating insurance companies, that’d be much appreciated while we’re on!

DoaM

Whilst this is not a good situation, this is a consumer contract so the T&Cs of the contract (in conjunction with consumer legislation) will determine what rights and responsibilities come to bear. Consumer legislation is unlikely to be of much benefit (except for Unfair Terms regs) so you'd be better off checking the contract T&Cs to see if they've breached them.

As for recommendations ... unless you go with one of the biggies (like British Gas) then her general location (town/city) may be important for such advice.

JJ_Egan

Compensation for what exactly ??


You need to quantify your losses .


As said a local firm may be better especially if you inform them the user is vunerable .
Its unlikely your current insurance is for vunerable .

peter_the_piper

As an aside, how old is the heater? Is it a modern, more economical type? If not it may be worth while looking at a modern replacement, save money on gas and probably a 5 yr warranty (needs to be serviced each year usually)

Takmon

David.973 wrote: »

Anyway, I need to know what my grandmother’s rights are in terms of being left without heating despite being vulnerable and paying for emergency cover.

So why have you allowed your vulnerable grandmother to be without heating?. My first reaction would be to go out and buy an electric heater to keep her warm while until the boiler could be fixed.

But it seems like their was little wrong with it because it's working again now?

LadyDee

My friend, who is a similar age and in poor health, was classified as "vulnerable" when she took out her boiler insurance, and this ensures she gets a same-day emergency engineer visit - I think it is with British Gas - this is noted on the system, so when she rings whoever deals with the call is instantly aware. It might be worth making sure that your grandmother's age and her health situation is noted for the future.

davidmcn

I don't understand this "£65 holding fee for an appointment" - from looking at their website, they claim all their plans have no call-out charges? Do the terms of the policy actually promise a visit within 24 hours?