FAQs

• When disaster strikes at home, we sort things quickly.
• Our service is convenient and easy to use - one phone call and we arrange the repair work and pay for it subject to the terms and conditions of the policy.
• Our policy complements other insurances, such as Buildings and Contents, and provides cover where some buildings and contents policies may not.
• It's affordable.
• We offer a range of covers and benefits to suit your requirements.

Our Home Emergency insurance covers sudden, unexpected events which threaten your health or requires immediate action to make your home safe and secure, to avoid damage or further damage or to restore main services where no alternative services exist. Your mains drainage is covered to the boundaries of the home, as are your water, electricity, gas and main source of heating or hot water.

This policy provides emergency assistance if you experience a home emergency resulting from an incident covered under the level of cover you have chosen.

This policy does not cover normal day-to-day home maintenance. This is not Buildings and Contents insurance. For more detailed information of what is not covered, please refer to the full policy terms and conditions document.

Dependant on the level of cover you choose, we cover a variety of emergencies within the home, including:

• Plumbing and drains
• Mains service supply
• Home security
• Lost keys
• Uninhabitable accommodation benefit
• Primary heating
• Boiler inspection and service
• Pest infestation

Not always. Home Emergency insurance is not a household buildings/contents policy. You should check the policy terms and conditions of any buildings/contents policy to ensure it meets your requirements. Our Home Emergency insurance should complement your household insurance policies, and may provide additional benefits not usually available under household buildings/contents insurance.

We are open 24 hours a day, 7 days a week to respond to your home emergencies. 
Contact us as soon as possible on Emergency Claims: 0844 871 1320

We will then advise you how to protect yourself and your home.

The Police must also be advised immediately of any loss or damage arising from theft, attempted theft, vandalism or malicious act.

Major emergencies which may result in serious damage or danger to you or anyone else should immediately be reported to the Public Supply Authority, or in the case of difficulty, to the Public Emergency Services on 999.

If you are not sure, ring us as soon as possible Emergency Claims: 0844 871 1320 (available 24/7) and we will be happy to advise you on the next step.

To be eligible for this insurance, the following requirements must be met:

• Your home must be within the geographical limits of mainland Great Britain, including the Isle of Wight and Northern Ireland.
• Your boiler or warm air unit must be less than ten years old.
• Your home must be a private dwelling (does not include landlord properties or rented - owner-occupier only).

There is a 14 day exclusion period from the start date of the Home Emergency policy, during which time you will not be eligible to make a claim for any Home emergency incident or event.

Your Home Emergency policy does not cover everyday wear and tear. The policy does not cover normal day-to-day maintenance, such as results of hard water scaling.

We will arrange for a temporary repair only that will resolve the emergency, so a permanent repair may need to be carried out later. However, we will arrange a permanent repair to be carried out on the first visit where this costs no more than a temporary repair.

Home Emergency does not cover home maintenance. You will also not be eligible to claim within the first 14 days of the policy start date for home emergency incidents occurring within those 14 days. Please refer to the full policy terms and conditions for further information on policy exclusions and what is not covered.  

There are 3 types of boilers:

1. Conventional boilers - these usually have an airing cupboard with separate hot water cylinder. 
   
2. Combination boilers - these heat the water from the moment you turn on the hot tap and have no hot water storage tank.
   
3. Back boilers - these are simply boilers which have a gas fire front.