My mother had their insurance that also included a service every year. Three years ago they broke the igniter on a gas fire and subsequently denied doing it. I had to get a gas fitter out to repair it and his verdict was that there was no way that it could break on it's own and as it was not accessible without dismantling it was clearly the fault of the service engineer. They still denied any responsibility. The following year they serviced everything and left her without a working central heating boiler, which was working fine until their service engineer touched it. Fortunately I arrived as he was leaving and made sure that he stayed until it was working again. He had to get on the phone to get advice on the repair. It turned out that running the boiler on maximum for the length of time he needed to check settings had tripped an overheat sensor. Resetting it took seconds but his inexperience meant it cost him an extra hour to rectify. Cancelled the insurance after making a complaint about the service. The engineer was prepared to drive away and leave a bedridden invalid without heating!!