Dear [Customer Name],
Thank you for raising your repair request and for choosing PlusHeat as your service provider.
Following review, this job has been identified as accidental damage. Accidental damage refers to a breakdown or emergency that occurs as a direct result of someone’s actions — whether intentional or unintentional — including misuse or physical damage. Your PlusHeat plan covers sudden faults but does not include damage caused by accidental or external factors. For this reason, we are unable to authorise this claim under your policy.
Although this issue falls outside your cover, you have the following options:
Out-of-plan attendance: We can arrange for an engineer to attend at £79 for the first hour. Any additional labour or parts required would be chargeable thereafter, and you would be informed of any costs before proceeding.
Independent contractor: Alternatively, you may appoint a local qualified engineer to carry out the repair.
We understand this may not be the outcome you were hoping for and appreciate your understanding. We remain committed to supporting you wherever possible.
If you would like to proceed or discuss your options, please contact us:
Kind regards,
PlusHeat Support Team