Who should complaint go to?

Maka29

I hope someone is able to help.

We're with direct line and never made a claim. We had to call home emergency as we have hot water but no heating. Direct line's home emergency is run by AXA. I got this information over the phone and isn't documented within policy.

They asked if the boiler had been serviced within 18 months. I sad it hadn't so they refused to come out. The policy booklet doesn't say this but they won't budge. That's ok, we got out engineer out instead.

The next day, direct line sent an email with a survey about 'your home claim'. I didn't make a home claim so called them. They said it wasn't noted as a claim on my file.

I logged a complaint with direct line about the survey email but they bumped the complaint to the home emergency team, which will be AXA.

Should direct line not be dealing with the complaint as my contract is with them not AXA?

Maka29

They said it wasn't noted as a claim on my file and weren't sure how I got sent the email.

Hoenir

Probably happens by default after every customer interaction. As Direct Line outsource this element of the cover the policy provides. 

DullGreyGuy

Maka29 said:

I hope someone is able to help.

We're with direct line and never made a claim. We had to call home emergency as we have hot water but no heating. Direct line's home emergency is run by AXA. I got this information over the phone and isn't documented within policy.

They asked if the boiler had been serviced within 18 months. I sad it hadn't so they refused to come out. The policy booklet doesn't say this but they won't budge. That's ok, we got out engineer out instead.

The next day, direct line sent an email with a survey about 'your home claim'. I didn't make a home claim so called them. They said it wasn't noted as a claim on my file.

I logged a complaint with direct line about the survey email but they bumped the complaint to the home emergency team, which will be AXA.

Should direct line not be dealing with the complaint as my contract is with them not AXA?

Looking at the current policy wording for their standard home insurance with embedded home emergency it states:

✘ We won’t pay for any system or appliance that:

> Hasn’t been installed, maintained, used, repaired, or modified in line with the manufacturer’s instructions.

> Has a manufacturing or design

So what does your boiler manufacturer say about servicing? Most say it should be annual service which would mean allowing you up to 18 months is generous compared to the strict terms.

There is nothing in the current wording to suggest Axa is anything but a service provider however from a FOS perspective as long as the firm dealing with the complaint is FCA authorised then they arent going to care if its DL or Axa that deals with it

Maka29

Thank you. The boiler is ancient as it was installed 1992 or 1993. AXA contacted me offering a monetary offer to get it fixed, which I accepted.