Frequently asked questions
What am I covered for?
Five main areas:
- Central Heating
- Plumbing and Drainage
- Security
- Lost Keys
- Electrical Failure
Isn’t the Home Emergency cover similar to my Household Insurance?
No. Home Emergency is a comprehensive extension of the cover offered by your household
insurance. While your household insurance will usually cover damage to carpets,
furniture etc. it almost certainly won’t cover the cost of emergency repairs or
finding a reliable tradesman.
What am I covered for?
Five main areas: central heating, plumbing and drainage, security, lost keys, electrical
failure.
Who is eligible for cover?
Any domestic householder and landlords. Commercial premises and mobile homes are
not eligible.
How do I make a claim?
Telephone the emergency helpline number on your policy schedule. We will then advise
you how to protect yourself and the property immediately. We will then organise
and pay up to £300 including VAT, call out, labour, parts and materials to carry
out an emergency repair, or if at a similar expense, a permanent repair. In the
event of the property becoming uninhabitable and remaining so overnight, we shall
at your request arrange and pay up to £100 including VAT for your overnight accommodation
and/or transport to such accommodation.
Will your tradesmen come out at any time?
Yes. That’s the benefit of our 24 hour, 365 day Home Emergency Helpline. Whenever
you have a domestic emergency – at night, during the weekend or on a Bank Holiday
– we’ll be there to help.
What if I have a domestic emergency but I work during the day?
No problem. We’ll organise a time for one of our tradesmen to call outside working
hours – whenever it’s convenient for you.
Is my cover transferable if I move.
Yes. Just let us know your new address and we’ll transfer the cover.
Can I see your complete policy wording?
Yes. A copy can be viewed on this site. Just click on he words ‘Policy Wording’
on the above toolbar.
What is included in my annual boiler service for £70 +VAT?
A full service of your boiler (provided it is under 10 years old) with any parts
or replacement cost being advised separately. You will be contacted by your local
boiler engineer for a suitable appointment date within 28 days of your policy purchase.
How does the House Insurance Emergency
Breakdown Cover work ?
Once you have either purchased the House Insurance Emergency Breakdown Cover product
through the web site or over the phone, you will receive through the post your policy
documents through the post within 3 working days.
Your policy documents will contain :
- your welcome letter
- schedule of cover, detailing your membership number and the call centre helpline
number.
- policy wording
- summary of cover
- key facts
If you have paid by direct debit, you will also receive a confirmation letter stating
your direct debit has been set up with the payment amount and when payments will
be taken.
We suggest that you make a note of the helpline number and place this in your purse
or wallet for future reference.
Should an emergency occur, please call the call centre on the helpline number provided.
You will be asked for your postcode and house number, so that they can confirm that
cover is in place and they will ask you for details of the emergency.
A relevant contractor will be deployed to attend you home and deal with the emergency.
The contractor should usually attend within 3 hours of your call (in normal circumstances).
Hopefully, your emergency can be rectified by the contractor immediately, however
in some circumstances parts may need to be ordered. This will be done by the contractor
and they will contact you to arrange a convenient time to come back and install
the parts.
Key
Facts and Policy Wording
To assist you in understanding our insurance we have created a Policy Summary that
highlights the significant features, benefits, limitations and exclusions.
Download
the Key Facts
Download the Policy
Wording
To view the Key Facts you will need the Adobe Reader which is available for download from Adobe Systems.
