Boiler insurance - Unable to contact the call centre

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If the sheer volume of calls is stopping you from getting through to a representative you could try emailing their customer services department instead. Details of how to do this should be on your boiler service agreement. If you are not happy with the service you have received you should escalate to a higher point of authority and ask a supervisor or manager to either call or email you back. This gives a more senior member of staff the opportunity to look into your complaint. You should be reassured that your custom is valued and that your complaint will be responded to within a given timeframe.

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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