Problems with barclays home SOS insurance.

[onestbob]

Hi Everyone,

 

This is my first post, so i hope i have put this in the right place.

 

I am hoping for some information on claiming costs and compensation back from Barclays / insurance

 

Just to summerize....

 

I have boiler insurance through an additions active account. my boiler started leaking on the 16th of December while i was in hospital for a bad back, i phoned the home SOS number and they sent someone the next day.

 

He arrived and said he would have to order parts but we could still use the boiler if we kept re-pressurizing it when it cut out which is what we had being doing.

 

I rang a couple of times on the lead up to Christmas and was told the parts are on order and an engineer would ring, they never did. Then i rang the day after boxing day as we had also been flooded by a neighbors property on this day and was told the parts had not been ordered and that they would be on the 4th of January as the engineers report had not been handed in.

 

The boiler packed in completley on the 3rd of January which we told them about.

 

After my partner waiting in every day since and ringing everyday and the company promising call backs and visits almost everyday an engineer finally arrived on saturday the 15th but had ordered the wrong size seals. The engineer promised he would get the parts on monday and fit them monday afternoon. for which i had to bring my mother over to wait in the house for them. Again i rang around dinner to get an update and they said they would get engineer to ring, again they didn't. i rang again at 4.00 and was told that the engineer wouldn't get the parts till Thursday now. so i am still waiting.

 

Apart from all the messing about i have an 8 month old son in the house and am having to us 2 x 2kw heaters almost constantly, which is going to cost a fortune to run plus my partner has had to miss a couple of important meetings.

 

I was wondering if anyone could point me in the right direction as to what i can claim back from the home SOS when they have finally fixed it.

 

Thanks for any advice you could give.

[honeybee13]

Hello there, welcome to the forum.

 

You have indeed posted in the right place, but I'm afraid I don't know the way to go on this. Other people will, and I expect they'll be along later. I know how awful it is when the heating isn't working, especially if you have a youngster. I hope the guys will have some suggestions for you and that you get this sorted pronto.

 

My best, HB

[onestbob]

Thanks Honeybee.

[unclebulgaria67]

You should submit a written complaint to Barclays, as shown in the policy wording, which should show the complaints process. If you provide the details of what has happened, they should look at what compensation they should pay you, due to the inconvenience you have suffered.

 

I don't recommend these types of cover via Homeserve or Home Insurers. The best one is with British Gas, due to the size of their operation. More engineers and more parts in stock.

[Honestly]

You should submit a written complaint to Barclays, as shown in the policy wording, which should show the complaints process. If you provide the details of what has happened, they should look at what compensation they should pay you, due to the inconvenience you have suffered.

 

I don't recommend these types of cover via Homeserve or Home Insurers. The best one is with British Gas, due to the size of their operation. More engineers and more parts in stock.[/quote

 

I have recently assisted a work colleague with a complaint which has been with Homeserve for sometime. The issue concerns a leaking pipe at the property which their representatives failed to address. Damage has been caused and we have not received any details of the investigation that has taken place. Having spoken to a complaint handler the woman mentioned that the business has employed temporary staff with no experience in resolving ones complaint. The agent also confirmed that approximately 8000+ complaints await attention and apologised for the delay. HOMESERVE PLEASE RESPOND ACCORDING TO FSA GUIDELINES SO OUR MATTER MAY BE CONSIDERED BY THE OMBUDSMAN SERVICE.

 

Note to readers...if you do not receive a response within 4 weeks to a complaint you can take the matter to the regulator. This will not only impose a charge of £350 per complaint to Homeserve but will also help you receive the fairness you deserve.

I have recently assisted a work colleague with a complaint which has been with Homeserve for sometime. The issue concerns a leaking pipe at the property which their representatives failed to address. Damage has been caused and we have not received any details of the investigation that has taken place. Having spoken to a complaint handler the woman mentioned that the business has employed temporary staff with no experience in resolving ones complaint. The agent also confirmed that approximately 8000+ complaints await attention and apologised for the delay. HOMESERVE PLEASE RESPOND ACCORDING TO FSA GUIDELINES SO OUR MATTER MAY BE CONSIDERED BY THE OMBUDSMAN SERVICE.

 

Note

to readers...if you do not receive a response within 4 weeks to a complaint you can take the matter to the regulator. This will not only impose a charge of £350 per complaint to Homeserve but will also help you receive the fairness you deserve.