Energy News

Insurance complaints rise on boiler problems

Home insurance complaints over plumbing and heating emergencies are up in recent months.

The Financial Ombudsman Service (FOS) – which settles disputes between financial firms and customers – reports a “significant number of claims” for boiler and heating problems.

The service warns heating or boiler problems often result in considerable amounts of distress, and if swift action from an insurer is not taken the problem can worsen, especially in winter months.

An FOS spokesperson said: “Many insurers respond promptly and sympathetically to claims involving domestic emergencies.

“However, the cases we see suggest that some insurers fail to appreciate the extent to which delays on their part can create real difficulties for consumers.”

In one case a family’s boiler broke down three days before Christmas. An engineer was sent round on Christmas Eve and found a pump was needed to be ordered. The family found a local tradesman to do the job but also wanted to claim for mobile heaters they were forced to hire, but the insurance company turned them down.

The FOS found the insurer should have paid for the heaters, and paid £250 for distress as the policy provided for alternative accommodation, but the company failed to inform the family of the option.

In a further case, a home emergency insurance customer was told by the insurer’s engineer that a £400 power flush – not covered by the policy – was needed to fix a boiler.

The customer paid for the power flush, but it was not the source of the fault. The FOS forced the insurance company to repay the customer for the cost of the operation with interest.

Further complaints covered damage caused when repairs were not carried out quickly enough.

The FOS exists as a free service to settle complaints between financial firms and their customers

Chris Eagle, commercial manager at Energychoices.co.uk, said: “Boiler cover can offer real peace of mind, especially during cold weather.

“Make sure you shop around for the best deal not only on price but being sure you know what cover you have.”