Guides › Insurance Claims and Complaints › Boiler Cover or Home Emergency Claim Refused
Boiler Cover or Home Emergency Claim Refused
Home emergency cover pays for a call-out and repairs for specific emergencies, such as a burst pipe or blocked drain, but usually not the damage caused. Complaints often involve whether it counts as an emergency, poor or temporary repairs, delays, and limits on boiler age. Complain to the insurer, then the Financial Ombudsman Service.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Home Emergency Cover
What It Covers
Home emergency insurance covers specific emergencies, such as a blocked toilet, burst pipe, blocked drain or pest infestation. Insurers usually pay for the call-out and repairs, but not damage the emergency causes. Most policies define what an emergency is. source
Common Complaints
Complaints include claims declined as not an emergency, the quality of the repair, a temporary instead of permanent repair, delays, cancelled appointments, and restrictions on the age of a boiler. The Ombudsman also weighs your circumstances, such as whether you are vulnerable. source
Your Rights on Claims
Prompt and Fair Claims
The FCA's rules say an insurer must handle claims promptly and fairly, give you reasonable guidance to help you make a claim and appropriate updates on progress, not unreasonably reject a claim, and settle claims promptly once settlement terms are agreed (ICOBS 8.1.1R). source
Complain to the Insurer First
You should first complain formally to the insurer. A business has 8 weeks to consider most complaints. If you have no final response within 8 weeks, or you are unhappy with it, you can refer the complaint to the Financial Ombudsman Service. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 8 weeksInsurer's time to give a final response to a complaint8 weeks for most complaints
- 6 monthsRefer a complaint to the Financial Ombudsman ServiceWithin 6 months of the date on the insurer's final response
Steps to Take
Step 1 of 5
Ask for the reason for refusal in writing, with the policy wording.
Step 2 of 5
Note dates of calls, visits and cancelled appointments.
Step 3 of 5
Keep invoices if you paid someone else to fix an emergency.
Step 4 of 5
Complain in writing. We do not take insurance or banking complaints as cases, but our free letter templates can help you write to the firm.
Step 5 of 5
After 8 weeks, or a final response, go to the Financial Ombudsman Service.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
The Insurer's Complaints Team
Always start here, in writing.
Financial Ombudsman Service
After 8 weeks with no final response, or if you are unhappy with it. Refer within 6 months of the final response.
Good to Know
Small things that make your complaint stronger.
Tell the insurer if anyone at home is vulnerable, for example elderly, unwell or with young children: it affects how urgent a repair is.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 13 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- financial-ombudsman.org.uk/consumers/complaints-can-help/insurance/home-insurance/home-emergency-insurance Checked 13 October 2026
- handbook.fca.org.uk/handbook/icobs8 Checked 12 October 2026
- financial-ombudsman.org.uk/consumers/complaints-can-help/expect/time-limits Checked 12 October 2026