We have an expensive British Gas HomeCare arrangement and called them as our downstairs toilet was blocked. They arranged a visit by Dyno-Rod and the engineer put a camera along the drain and found that tree roots were invading the drainage pipe. The pipes had also been cracked by this. He cut away the roots, and said he thought the work would be covered, and they would be in touch soon.
We then received a report of the damage from Dyno-Rod, along with an estimate to carry out remedial work installing liners in the pipe. As the quote was for a total of £661 and our HomeCare cover includes parts and labour up to £1,000, we assumed this would be covered by our policy. However, when I rang British Gas to arrange the work, I was told it was not covered. When I pointed out that the policy document states “parts and labour included up to £1,000 to access your system and make repairs”, the operator would not budge. I am wondering whether it is worth continuing with the cover. SB, Wokingham, Berkshire
British Gas’s HomeCare policies – along with rival products – are sold on the basis that they offer peace of mind and will come to your rescue following a domestic emergency. They are very popular, and very profitable for British Gas. Your letter goes some way to explaining why they are so profitable – the small print features numerous get-outs when you try to claim.
British Gas says the cover did the job because the obstruction was removed, and it got your loo working. It admits its policy states that it will cover repairs up to £1,000, but insists that the work it has quoted for is an “upgrade” and, as such, is not covered by the policy.
We disagree and, like you, think that you are simply asking for a repair to your existing pipes – a repair to the damage caused by the tree roots.
British Gas says it will not rethink its decision. As a result we would suggest you find a local trusted tradesman to carry out the repair. He will almost certainly be cheaper than Dyno-Rod, which is part of British Gas – and send them the bill. If they refuse to pay, complain, to the Financial Ombudsman Service. There is no guarantee it will find in your favour but at least it is likely to cost British Gas more than the disputed bill. Finally, cancel the policy. The £700 a year you are paying will almost certainly cover any repairs you encounter over the next 12 months.
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