We didn't warm to Homeserve's service

At the beginning of January, when the weather was at its coldest, our gas boiler ceased to work and was leaking water. Having boiler cover with Homeserve, for which we pay £16.99 a month, we asked them to come up and repair it, but were told that the first engineer wouldn't be available until four days later. Finding this unacceptable, I called up the engineers who originally installed the boiler and they attended promptly, fitted a new pump and got it working perfectly. I had to pay them £250 – a bill that I consider to be perfectly reasonable for two visits and the parts. I was expecting to be reimbursed by Homeserve but this hasn't happened – it has refused to pay me. JB, Altrincham Guardian Money has long questioned the value of these insurance products , partly for the reason illustrated by your case. Breakdowns often occur during the coldest weather and the insurance companies inevitably struggle to cope. Homeserve told us that it does have a policy of paying claims made in these circumstances, and, having investigated (it keeps tapes of all conversations between customers and call staff), says it should have done so in your case. It says it was unaware you had fixed the boiler and had sent an engineer round. However, it is now going to send you a cheque for the full amount. Can we help? If you've got a problem you would like us to investigate you can contact us by emailing [email protected] or writing to Bachelor & Brignall, Money, The Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number.