Hello Layla_83 Could you please drop us ,using a private message through this forum, some details so we can check your policy and verify that your complaint and claim has been processed with due diligence. The reason for this is that you stated on your original post that the claims handler asked you about the service history of your boiler. This could be an issue due to changes in policy wording regarding boilers and home emergency cover. We just need to clarify the purchase date, these easiest way to accomplish this is to verify your name, email address, postal code and policy number. Regards The HomeProtect Customer Care Team

Making an insurance claim Council tenants can make insurance claims against the council for any damage that the council causes to the tenants' possessions, or injury to the tenant or members of their family. For example, if a council tradesman were to hammer a nail into the wall and inadvertently burst a pipe which resulted in the floor being flooded and ruining the tenant's carpet, the Council would be responsible for the cost of replacing the carpet. However, there are a variety of other issues for which the council may not be liable. For example, if there is a particularly bad storm which lifts a tile off of a roof and as a result water comes through the roof, through the ceiling and damages a bedroom carpet, it is unlikely that the council would be judged to be negligent as this circumstance was out of the council's control. Under such circumstances the council would seek to reject any such claim. The following links will let you enter details of where you live and then take you to your local authority website where you can find out more about insurance claims. Google this search: council house insurance from council sorry catch post a link so you'll have to Google it yourself... !! but it does show a dot Gov site with the above information. hope this helps some... it looks like the council would be liable for works that they ordained and sanctioned, the damage was caused by works that they authorised and ordered... i.e. you did not source the contractor or pay for the works. This in my opinion should not be a claim against you policy. I will also state that you may be able to get your insurer to chase for damages, but if you look at the tenancy agreement, if usually clearly states that the council and it offices are not liable for any belongings of the occupier. check with your contents people and see what they say. Bob out a here and good luck...

This is honestly out of my area of expertise, but please do have a look at www financial-ombudsman org uk If you don't like the way your friend has been treated then complain to a higher body, but please try to exhaust the complaints procedure with the insurer first. (u will have to add the dots into the web address for the FO office)

Having a policy cancelled can have an impact on future policies, my advise is that if you do not know or you are unsure, please state your issue to your insurance company and state fully the circumstances surrounding the cancellation. A policy can be cancelled by your insurer for many reasons and generally an insurer will/should treat all cases on their individual merits... unfortunately insurance, like many financial products, is a numbers game and they may want to allot a penalty, usually an increase in premium or by adding an endorsement to your policy. In my opinion honesty even if you are not at fault is always the best policy, if you have given all material facts with regards to you insurance then when it comes to a legitimate claim you should (fair warning - on the "should") have no problems.