Boiler insurance - Add electrical agreement

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Adding electrical agreement to an existing package should be a simple procedure. Contact your provider to do the amendments. If you are adding additional services and agreement to your package, be aware that your monthly fee may rise. Also be aware that agreement is subject to certain requirements and exclusions – check the service agreement small print carefully before changing your package. You should note that you may be charged an administrative fee for altering your boiler agreement package.

If you have had to make a change because of what you think is a mistake on the service provider’s part you can complain to the company directly (to obtain a waiver of the administrative fee).

You should know

You cannot raise your case to the ombudsman until 8 weeks after you have first raised your complaint with your insurer
Your complaint must also not be older than six months.
For an accurate decision by the ombudsman you should provide a detailed file of your communications and supporting documentation
If you’re making a complaint about an insurance claim rather than a mis-sold policy, check your documents to see who the “underwriter” is. You’ll need to make a complaint to that organisation.

How long do you have to wait?

If you cannot resolve your issue you cannot raise your case to the ombudsman until 8 weeks after you have first raised your complaint with your insurer, or you have received a ‘letter of deadlock’ from the company stating that they cannot resolve the issue as you have asked.

Is there a time limit?

Your complaint must also not be older than six months.

What will the ombudsman do?

For an accurate decision by the ombudsman you should provide a detailed file of your communications and supporting documentation. In addition make sure you explain what you want as an outcome as this will help them assess your case.

What is a deadlock letter?

Your case will be considered to have reached deadlock if the company:

Feels it has done everything it can
It is unwilling or unable to give you what you are requesting
It says there isn’t reasonable cause for complaint

Or if neither you or the company is willing to change.

These types of situation are known as deadlock.

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