What is home emergency cover?

 

Got a problem in your home that needs fixing straight away? Home emergency cover is there when you need help in a hurry.

A home emergency is an event that causes your home to become unsafe, insecure or cause damage to your home or contents.

We give you up to £200 home emergency assistance cover as standard. If you experience an emergency, such as a burst water pipe, which leaves your home unsafe or could cause further damage to your home or contents. Call us 24/7, and we’ll aim to get a MORE THAN authorised tradesperson with you within 4 hours of a customers' call in 80% of cases (based on MORE THAN data February 2019-December 2019).

Want to increase your cover to up to £1,000 or include cover if your boiler breaks down (boiler age and servicing restrictions apply), then upgrade to our home emergency cover to help with those repairs.

 


 

What does home emergency cover?

We have 2 types of home emergency cover, see our comparison table to help you understand what best suits your needs:
Cover Home emergency assistance Upgraded home emergency cover
Amount of cover Up to £200 Up to £1,000
24-hour home emergency helpline Included Included
12-month guarantee on repairs Included Included
Repairs on plumbing and drainage issues Included Included
Repairs on electrical failures Included Included
Roof damage repairs Included Included
Repairs to door and window locks Included Included
Repair problems with your heating or hot water x Included
Boiler repairs * x Included
Pay up to £500 towards the cost of a new boiler * x Included
Removal of pests x Included

* Boiler age and servicing restrictions apply.

Tenants are unable to buy our upgraded home emergency cover.

Does upgraded home emergency cover boilers?

Our home emergency cover includes boiler repairs if you lose hot water or heating in your home.

If your boiler breaks and cannot be repaired or is too expensive to repair (costs more than a new boiler of similar make and model, including installation), we will pay up to £500 towards the cost of a new boiler. Terms apply.

Your boiler must be serviced annually with a registered tradesman.

Boilers over 15 years old or with an output of 60kW or more will not be covered.

What home emergencies do we cover?

Learn what our standard and upgraded covers include:

Plumbing and electrical

We will pay up to the chosen cover limit if your main heating system fails, or if you have issues with your plumbing and drainage. Only our upgraded home emergency cover includes boiler repairs if you lose heating or hot water, ideal in those cold months. Boiler age and servicing restrictions apply. Our cover helps with electrical failure that can make your home unsafe and result in loss of your main source of lighting and power.

Roofing

We will repair your roof to make it watertight to stop no further damage caused to your home.

Security

We cover keys and locks in your home. This includes accidental damage to the locks or loss of keys to the outside doors or safes and alarms in your home. We will pay the cost of buying new keys, changing parts of the locks and replacing the locks.

Pest infestation

Only our upgraded home emergency cover includes removal of pests. We will help with the removal of rats, mice or squirrels or the treatment and removal of cockroaches, wasps or hornets nests that infest inside your home or are attached to the main structure of your home. Damage outside your home, which is not causing damage to the interior of the home or its contents will not be covered. We'll pay for 2 incidents in any one insurance policy year.

Alternative accommodation cover

We will pay for overnight accommodation if your home cannot be lived in due to damage that is covered by your policy.

 


 

Should I get home emergency cover?

Look at your circumstance and understand if additional cover suits your needs.

Increasing your emergency assistance cover to up to £1,000 (£200 comes as standard) can help pay for those more expensive repairs and boiler repairs, giving you peace of mind if the unexpected should happen. With a 24 hour helpline and access to approved tradespeople, this upgrade gives additional cover for emergencies that occur in your home, and up to £500 towards replacing your boiler. Restrictions apply.

 

Become an expert, learn more about our home emergency cover in our booklet.

 


 

Frequently asked questions

Still got a question, here's a list of our customers' most asked questions.

What counts as an emergency?

Home emergency cover is there when you need help in the home fast. A home emergency is an event that causes your home to become unsafe, insecure or cause damage to your home or its contents, or result in the home losing its main source of lighting.

 

Will home emergency cover all repairs?

No, we don't cover all repairs.

There are some exclusions to our cover, such as we do not cover:

  • Any incident not reported to us within 48 hours of discovery
  • Any incident that occurs in the first 7 days of the start of your Home Emergency cover
  • Any repairs made by tradesman not authorised by us
  • Boilers over 15 years old or with an output of 60kW or more
  • Cost of repairs of your main heating system if it has not been annually serviced by a registered tradesman
  • Any damage caused when the home is lived in solely by anyone other than your family
  • If your home has not been lived in by you or your family for more than 60 days in a row.

See our home insurance policy wording for full details. 

Does home emergency count as a claim?

Yes, it does count as a claim because it is a loss and is recorded in our system.

 

Does it affect no claims?

We don't have a no claim bonus and discount on our home emergency cover policies. A claim may affect your renewal price.

 

Read more FAQ's 

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