Home Emergency Assistance

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.