Our ‘peace of mind policy’ let us down
THE Conyers were left bitterly disappointed by their £19-a-month Corgi HomePlan deal – sold as ‘exceptional cover’ with engineers on hand 24 hours a day – after it failed to deliver as promised.
Mary, 48, and her husband Graham, 46, who have two sons Jamie, 16, and Harvey, 15, claimed on their two-year-old policy after their boiler developed a leak and the pressure dropped last October.
Despite forking out for cover the family was left without a fully working boiler or heating system at their Lincoln home for around three weeks. They repeatedly phoned the company but were often fobbed off and when engineers were scheduled to visit, they failed to show up on three separate occasions.
During this time Mary, who is employed as a dispenser at a doctors’ surgery, and Graham, an investment portfolio manager for a bank, had to take time off work.
Mary says: ‘We took the plan out for peace of mind in the event of a breakdown, particularly during weekends and Bank Holidays when it may be difficult to get an independent plumber to attend. They didn’t contact us when they said they would and left us totally in the dark about what was happening. A fat lot of peace of mind we got.’
After weeks of waiting the problem was finally referred to an engineer from the boiler’s manufacturer, Worcester Bosch, who fixed the fault.
Mary adds: ‘We feel let down by Corgi, but also distrustful of all boiler policies now.’
The Conyers sent a letter of complaint to Corgi, which agreed to settle the matter for £500. John Robertson, sales manager for Corgi, says: ‘We are sorry that on this occasion the level of service delivered was not to our usual high standard. We have completed all the repairs required and as a gesture of goodwill compensated the customer for any inconvenience.’