Boiler insurance - Add electrical cover
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If you have had to make a change because of what you think is a mistake on the insurer’s part you can complain to the company directly (to obtain a waiver of the administrative fee). Ask for an address for customer services, and write giving clear details of your case - such as what happened, when, and why you think you have been unfairly charged. In this letter of complaint you should set out why you feel you did not get what you originally asked for and why you were forced to alter your cover package.
If you are still unhappy with their response, you can ask the Ombudsman to look into it for you. resolver recommends that you submit your concern in writing, and resolver can assist you in submitting, recording and reminding you when and who to escalate to.
resolver can help you to deal with any issues arising quickly, without hassle and for free! As a first step we can help you write your complaint. Click the link below to create your email.
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 nine 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 nine 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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