British Gas is most complained about insurer – despite only offering one type of cover
BRITISH Gas gets more complaints than any other insurer despite offering only one type of cover, The Sun on Sunday can reveal.
Its Homecare policy had 76,000 complaints from January to June this year — 21,000 more than the nearest insurance firm.
Other companies insure everything from pets and cars to holidays and homes, while the gas firm just offers call-outs on boilers and pipe work.
Second place Admiral was officially moaned about 55,000 times, while Direct Line had 53,000, according to the Financial Conduct Authority. Both offer up to ten types of cover.
As millions switch on heating for the winter — with many needing repairs — consumer expert Martyn James called British Gas’s record “a sad indictment” of the firm.
He said: “They are having a very bad year. With British Gas Homecare, you have one job — to come round and fix the boiler or make sure the pipes are working. That is it.
“If you’re having that many complaints about one service, what does that say?
“With boiler insurance, the emergency cover does not define in what time scale an emergency should be treated in.
“I’ve heard cases when it has been three months or more.
“These policies are not cheap and for many it was cheaper to put their money to one side for a one-off call-out fee if you have a problem.”
British Gas hiked up its premiums in May by as much as 83 per cent for existing customers, sparking an outcry.
The firm reported profits of almost £1billion in July.
British Gas Homecare’s most basic insurance package costs £19 a month, rising to £27 for the full cover.
The firm said: “We’ve carried out almost six million visits this year.
“We consistently get to over 99 per cent of our emergency calls within the same or next day. We are a trusted brand.
“That’s why over 80 per cent of customers renew their policy year-on-year.”