Thats because you have a PAYG (pay as you go) policy hence you are required to pay £50 excess, everytime you make claim.
Comment by Zara
I had to claim on the boiler insurance, Monday 9th Nov., have been without hot water and central heating up to Sun 15th. Not impressed at all by customer service, they even require you to pay excess £50, before they will even come out to you. All they want from you is the monthly direct debit payment. We are both pensioners but this did not make any difference to the urgency by which they handled our claim.
Comment by Ann Wilding