Insurer refusing to pay for replacement boiler pump

northernlass29876

My insurer is refusing to pay for a replacement boiler pump for, despite them not being able to show me in their policy where pumps are exempt. This specific claim was made on a home emergency policy. 

I made a complaint because of the constant ping-pong between departments (and lack of communication over the last 6 weeks). 

As a consequence of the complaint, they've offered me a £100 "good will gesture". 

I suspect I should refuse this and continue to pursue them for my boiler.

Does anyone have any thoughts?

JGB1955

The £100 would be more than the cost of our pump, so I would take that and move on.

northernlass29876

I just had a look and it's substantially less than our pump. And that's not counting installation either.

Wonka_2

So are they refusing the claim because the pump is specifically excluded in the policy ? Or because they feel it’s not part of the issue/doesn’t need replacing ?

Maybe if we knew the claim details other could offer more advice ?