The engineer didn’t turn up for a booked repair. The repair was bumped 7 days ahead. BG’s response was to advise me to find my own engineer which they would refund. The whole point of having insurance is that the insurer deals with everything. I was also offered £20 compensation. The next day a manager phoned and insisted that I close my complaint. When I refused, he told me the first person I spoke to should not have offered the £20 and he was ‘taking it off the table’. This is the service and attitude you get when you renew your policy year after year, and spend thousands with them on a new boiler. It’s their right to bump your job off the list, with not so much as a phone call. You, the customer, are expected to do all the running around, and if you try to escalate a complaint, your compensation offer is withdrawn. Good luck if you decide to buy cover from this company.