Boiler repair cost me £245 — but insurer refuses to pay up

I CALLED out 24|7 Home Rescue under our insurance contract because our boiler was not firing up. I am a carer for my husband, who is seriously disabled, so we need the boiler to work.

The insurer told me that as the boiler is more than 11 years old, I would have to pay a £75 excess charge, though I can find no mention in our contract.

The engineer who came took photographs and said we would need two new parts. I received a call the following day to say it was not economically viable to repair the boiler.

They said they could arrange for an engineer from the boiler company to repair it to the minimum standard, but this would cost a further £245.

I agreed — however, when the engineer called, he said there was nothing wrong, but that the jets needing cleaning. I have asked 24|7 to refund the additional £245, but it said there was no error on its part. Mrs S. B., Rutland, E. Mids. 24|7 Home Rescue says the external engineer it sent reported that components were required with a total cost of £399.28.

Due to the age of the boiler and the cost of the repair, 24|7’s technical department declined the claim on the basis that it was beyond economical repair.

They suggested a specialist from the boiler manufacturer could carry out the repair.

This service is offered outside the terms of the insurance agreement. However, it was arranged by 24|7 at a cost of £245.

The manufacturer’s engineer carried out work that was different to that suggested by the first engineer. 24|7 accepts that there is a difference of opinion between the diagnoses made by the first and second engineers.

I’d go with the diagnosis of the specialist, rather than a third party who might have something to gain by racking up the bill.

Incidentally, the manufacturer’s engineer did carry out work costing £210, 24|7 Home Rescue says. The firm has queried the diagnosis from the first engineer, who stands by his assessment.

A spokesman says: ‘We appreciate the distress caused. We have refunded £35, which is the difference between the quoted cost and the repair cost, and have reached out to offer £50 as a gesture of goodwill.’

one other point: 24|7 Home Rescue says the £75 excess for a boiler of this age is in its terms and conditions. I checked and it is under the heading ‘excess Payments’ in Section 23 on page 11. I MOVED into my current address on April 18 last year. First Utility had supplied gas and electricity at my previous home, so I requested that it take over at my new one.

The electricity switch went ahead, but there was a problem with the gas.

I am led to understand the national gas database had flats 1 and 2 wrongly assigned, so it would appear my neighbour had their supply incorrectly taken over. I told First Utility, which, after considerable delay, arranged for a test.

The engineer confirmed the correct meter details together with the readings.

It seemed that First Utility had mistyped one of the meter number digits and assigned a number to my property that doesn’t actually exist.

At this point, I was officially a customer of another supplier, which conducted its own test.

The other company credited me £120 and admitted it should have corrected the database.

The Ombudsman has referred me back to First Utility — but I wish to sever ties with it.

I am often housebound due to a long-term back condition. I also have Asperger syndrome, which affects my ability to cope with life in general. I am reliant on support from third parties. R. X., Ramsgate, Kent. my HeAD was spinning by the time I finished your letter. The energy industry has made a right mess of supplying your property, which has disrupted both you and your neighbour.

I went to First Utility, as it was the firm to which you tried to move your new supply. most importantly, it has sent abject apologies for the trials you suffered. A spokesman explains that there is an industry database which links all the properties in the UK to the gas and electricity meters. This is something you had already worked out.

As you said, the details of the gas meter for your new property were incorrect, which meant First Utility took over a different meter. once this became clear, it ran the test you describe to determine which was the correct meter for your home, updated the database and brought the correct gas meter on to its supply.

I know you said you no longer wish to be with First Utility, but that is where you are right now. you could move, but now the issue is resolved, I suspect you may prefer to stay put.

First Utility has produced an up-to-date invoice and offered you £75 as a gesture of goodwill to apologise for your experience.