Boiler insurance - Excessive time taken to resolve issue

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Sometimes it can take a while for boiler agreement issues to be completely resolved.

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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