Policy Expert Home Emergency - just not worth it

apash

On 03/01 , we found that our drains were blocked after hearing gurgling noise from the toilets as well as a strong smell in the house. I contacted Policy expert who approved the claim with these words "Based on the information that your drains are blocked , I have approved your claim and you can now go ahead and call out a sewage cleaning service". The guy did rodding and jetting to push the blocked sewage through . But it was stuck again due to debris and scale in the pipe. He used jetting to clear the debris and scale and charged us £515 for the whole process. Policy Expert sat on the invoice for 2 weeks and on enquiry has said that since there was scale involved in the blockage they will reject the claim. Apparently, on page "xxx" of the contract it is said that the drainage pipe scale will not be covered.  They do say in their contract that they will cover jetting and rodding which is what the sewage clearing process involved. They acknowledge there is no way I would know that the drainage pipes would have scale and there isn't much we can do about it until it gets blocked. But they just do not want to pay. I have registered a complaint which  am sure they will throw out. What are the other options before maybe going to court against them ?

fatbelly

FOS.

It's explained here

https://www.policyexpert.co.uk/complaints-procedure/