British Gas won’t respond to claim

My problem concerns a policy I have held with British Gas for some years.

Recently our washerdryer broke down. In the terms and conditions the policy offers a 30pc payment for machines replacing models over three years old.

Proof of irreparability of the existing machine and receipt for the purchase of the new machine were posted to British Gas two-and-ahalf months ago by recorded delivery to the address on my contract.

After I heard nothing back, I sent a recorded reminder a month later.

No reply has been received to either letter.

I then phoned British Gas and elicited the information that it was supposed to take up to eight weeks to respond to complaints.

This was confirmed in a letter, to which I replied two weeks ago, pointing out that I had already waited more than two months for any response to my insurance claim.

I hope you can resolve the impasse satisfactorily. JP, WEST SUSSEX

When the washer dryer failed you called the servicing line to arrange them to visit your home to take a look.

British Gas was unable to send someone for two weeks and initially demanded an excess of £69.

This was reduced to £50 when you pointed out that

your contract specified a lower figure.

British Gas insisted that a visit could not be booked unless you paid this sum in advance.

You decided instead to arrange for a local firm to come. It sent someone the next working day.

It turned out that the motor was broken and the bearings were worn out.

The manufacturer no longer provides one of the parts necessary for the repair, which was then deemed uneconomical to attempt.

You bought a cheaper, but comparable, machine from a different manufacturer.

Unlike the firm that had made the previous appliance, this company