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    Advice on Homecallplus misssold policy! please!!!!!

    Hi,
    Any advice on this will be gratefully recieved!!!

    I purchased a home emergancy policy from homecall plus, and was told by the lady who sold it that it inc the heating. hot water etc - as seen on their website and leaflet. (copy of web page saved)

    Today i needed to use the policy as my hot water decides not to be hot, and am told by the insurers its not covered - call the lady who sold it to me and she is puzzled by them also, so when she gets back to me all apologies and offering me a refund - she says there was obv a mix up somewhere! She tells me it does say this on the policy details - which you dont get till after the sale, but she did state it did...twice prev so didnt think to check this.
    Do i/ can i take it further as have proof it states it on their advert, or do i get a refund?
    Help!!!!!

    23 Comments

    Doesn't say it's not covered on their website (outside of the first 28 days)

    homecallplus.co.uk/faq

    Call CAB and get some advice

    Banned

    but you get it in within 28days, did you not check the policy when it came through

    sassie;7718452

    but you get it in within 28days, did you not check the policy when it … but you get it in within 28days, did you not check the policy when it came through



    But it clearly states it covered on both polices. Boiler cover that doesn't cover hot water doesn't cover the function of the basis of the cover was sold as.

    Think we need the OP to tell us in detail why they claim its not covered.

    Banned

    GAVINLEWISHUKD;7718557

    But it clearly states it covered on both polices. Boiler cover that … But it clearly states it covered on both polices. Boiler cover that doesn't cover hot water doesn't cover the function of the basis of the cover was sold as.Think we need the OP to tell us in detail why they claim its not covered.



    the op isnt very clear really, i not even sure if its been 28 days and thats why they cant claim :?

    Original Poster

    Was told this policy had 7 day 'cant claim' period and is well over this - is over the norm 28 days too.
    Wanted advise today as with CAB you have to book to go and personally see someone in 1-2wks - no phone advise! and i need it sorting asap obv as not convenient with young family!

    Original Poster

    Lady who organised it originally, said she had been trying to get the company to do it as good will, because of the mix up, but that they werent having any of it....

    1. Get water sorted first then

    2. Sort issues with homeplus afterwards

    prioritise

    Banned

    what does your policy state? and have you a link to original? as argeuing over the phone to who said what isnt going to get you far

    Banned

    read your policy! Does it really say boiler etc isnt covered as the website clearly states it is? I take it your boiler has been serviced in the last 12 months as this is normally a pre-condition on all these types of policy? That may be the reason you are not covered.

    What's covered[LIST]
    [*] Breakdown or failure of your central heating system
    ;repair costs up to £500* including vat per claim available on all gas or electric boilers up to 20 years old
    [*]Hot water failure
    [*]Annual 10 point inspection
    [*] Annual gas safety check (CP12)
    now required by law if your property is rented out
    [*]Cover of up to £250 (inc vat) towards a new boiler if it's beyond economical repair[/LIST]* any costs over £500 have to be authorised and the excess paid for by the customer

    Original Poster

    It says on what IS covered 'failure of the homes primary heating system' woman said that hot water isnt covered as it isnt the 'total' system thats failed!
    Doesnt mention water at all in 'not covered' section just has to be in good state of repair etc - norm....
    Thats prob why i didnt twig when i read policy as it doesnt specifically mention 'water problems' and obv had been told that it was anyway..

    Banned

    what is you policy called, just homecall+

    Original Poster

    Its through homecallplus, the company they use is called 'LEXELLE' or thats what it says on the policy details anyway. Am trying to get it up on here, but not sure how..

    Banned

    so not here homecallplus.co.uk/com…cts because both of their policies cover hot water, could you just post the webiste, just hightlight in the address bar abd paste into here

    Original Poster

    Have just been looking on lexell website but the one that comes up there isnt the same as mine. Will keep looking and post if i find it.
    Thanks so much to everyone tho!!

    Original Poster

    No, isnt same as on their main page website, they were 'trying' a new company! Just my luck!!!
    This was an offer just before xmas, [url]www.homecallplus.co.uk/winterwarmer/[/url]
    I know everyone will say 'too good to be true' as it turns out it was, but it does cearly state 'hot water' inc and after asking them lots of questions i thought it wold be ok.
    Main reason for asking this tho, is do i have any leg to stand on reg false advertising - coz if it hadnt advertised it i would have gone with another company!?

    As you probably know, it's only really the written policy wording that matters, though if that's different from what was originally promised on the website or over the phone you may be able to pursue that further - subject to the evidence you have.

    If the wording of the policy shows that hot water failures are included, then they are (subject to any other exclusions).

    I'd go back to the insurer, explain the problem, and ask to speak to a manager. Explain that the policy clearly covers the hot water (if it does) and ask why they feel it isn't covered.

    Let us know the outcome, and we'll help further.

    I would follow the complaints procedure, it'll end up with the FSA.

    Complaints processIf you are not happy with any part of the service you … Complaints processIf you are not happy with any part of the service you have received, you should contact us at theaddress below. We will send a full response within five working days or tell you within that time whenyou can expect a response.The Customer Service ManagerCapita Insurance Services LimitedGilberd CourtNewcomen WayColchesterCO4 9WNTelephone 08701 648441If we cannot resolve your complaint you may refer it to the Financial Ombudsman Service at:Financial Ombudsman ServiceSouth Quay Plaza183 Marsh WallLondon E14 9SRTelephone: 0845 080 1800This procedure does not affect your legal rights.

    Banned

    well homecallplus.co.uk/win…er/ clearly states hot water is covered. I would get back onto them (after printing the page a few times) and ask why their advert you responded to clearly states it is covered if it isn't.

    Boiler Breakdown and Central Heating Failure including hot water

    Seems pretty clear on the webpage that hot water is included. Phone back, ask to speak with someone with authority (manager etc) and explain to them what's on their own webpage.

    Banned

    colinsunderland;7720482

    well http://www.homecallplus.co.uk/winterwarmer/ clearly states hot water … well http://www.homecallplus.co.uk/winterwarmer/ clearly states hot water is covered. I would get back onto them (after printing the page a few times) and ask why their advert you responded to clearly states it is covered if it isn't.



    civms47;7720569

    Boiler Breakdown and Central Heating Failure including hot waterSeems … Boiler Breakdown and Central Heating Failure including hot waterSeems pretty clear on the webpage that hot water is included. Phone back, ask to speak with someone with authority (manager etc) and explain to them what's on their own webpage.


    Op said hot water is covered ONLY in the event of a total boiler failure! Sounds like a get out scam clause to me

    I'd give consumerdirect.gov.uk/ a call. If you use saynoto0870.com/com…php you can find a local number for them too, if you get free/cheap landline calls included in your phone tarriff:thumbsup:

    Banned

    op how did things go, did you sort it out
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