Boiler insurance - Moved: not receiving bills

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Not being billed doesn’t mean you don’t have to pay! You must inform your boiler agreement provider if you have moved house, as you will need to amend your service agreement details for your new property. Your service provider should check whether your agreement is appropriate for your new property before it is transferred. If it is not appropriate you may be able to cancel your service agreement, although be aware that you may have to continue paying your monthly fee, depending on whether you pay for it annually, monthly or quarterly. In the event that you have elected to continue your agreement, or if you still have monthly fees to pay, you should not ignore the issue if you stop receiving bills, as if you miss them you may lose your agreement. In order to ensure that bills get sent to the right address you should contact your boiler agreement provider and ensure that they have the correct details.

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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