Home Emergency Assist FAQ’s

Got a question? We’ve tried to cover off the most frequently asked questions here, but if you cannot find the answer to your question, please get in touch.

Please note, we can only give you basic advice on this page to do the job yourself. Make sure you use the right tools and protective equipment to avoid hurting yourself or damaging your home.

General Questions

Your cover will commence on the day we process your application, but claims cannot be made in the first 14 days of cover where this is the first time you have held this type of cover. Claims under Appliance cover cannot be made within the first 28 days. This helps to prevent claims being made for pre-existing problems which in turn helps us to keep our prices lower. We can then pass these savings on to you, our customers.

Call our customer service helpline on 0333 00 34 999 to make any changes to your contact details.

There are various excess options available, and when you accept a policy with Home Emergency Assist, these will be discussed with you.  Generally the higher the excess, the lower your premium will be.  Please refer to your policy schedule for information about any excess that applies to the level of cover you have chosen, or discuss this with one of our friendly advisors on 0333 00 32 999.

You can download our Home Emergency Cover and Appliance Cover terms and conditions, and policy wording here.  For copies of your policy schedule, call us on 0333 00 34 999 or email to: customerservice@homemergencyassist.com and we will arrange for a new set to be sent out to you.

Occasionally Firefox can present an issue with our documents.  We would suggest either saving your policy documents to your desktop and opening them from there with the relevant software, or view our website through an alternative internet browser such as Internet Explorer, Chrome or Safari.

Your Home Emergency Cover and/or Appliance Cover policy is set up as a rolling contract to give you added peace of mind that you are always going to be covered.  This means that, at the anniversary of the policy (the renewal date), we will automatically renew the cover unless we receive a letter or notification from you to cancel the policy before the expiry date. We will always send you a reminder of this once every 12 months at least 2 weeks prior to the anniversary.

For both our Home Emergency Insurance and Appliance Cover there is a 14 day cooling off period on the policy.  If you change your mind within that period, any monies debited from you will be refunded.  If your policy is cancelled either within or after the cancellation period and you have made a claim, your policy will be cancelled immediately but you will still be required to pay the full year’s premium.

To cancel or transfer your policy into another name, please write to us at the address below or email to: customerservice@homemergencyassist.com.  Please let us know the reason for cancellation or amendment.

Customer Services Department
Home Emergency Assist
Holland House
20 Oxford Road
Bournemouth
BH8 8EZ

Please be aware that a £35 Administration fee applies outside of the initial 14 day cooling off period during the first 12 months of cover.

If your policy has a commencement date or has renewed on or after 1st April 2019 your policy is underwritten by Royal Sun Alliance Insurance Plc, otherwise your policy is underwritten by Great Lakes Insurance (UK) SE. Your policy is arranged by and administered by Home Emergency Assist.

We will transfer your policy if you move, free of charge.  Call us on 0333 00 34 999 and the change can take effect immediately if required.  Please note, we do not cover properties with pre-existing emergency issues.

We offer several different options for payment.  You can choose to pay monthly, quarterly, bi-annually or annually.  We accept all major credit and debit cards, except American Express cards. You can also opt to pay by Direct Debit. There are no hidden extras or charges.  All of our prices are inclusive of Insurance Premium Tax and VAT at the current rates where applicable.

You can buy online through our website or by calling us on 0333 00 32 999.  Its quick, easy and immediate cover is available.

Switching your home emergency cover to us couldn’t be simpler.  Call us on 0333 00 32 999 and we can set up your cover straight away.  We will also provide you with a change of insurer form for you to send to your existing provider, making it easy to cancel your existing arrangement and move over to us.

Home Emergency Assist are a specialist provider of home emergency and appliance insurance. We are an alternative to HomeServe and British Gas amongst others in the home emergency market. We have a UK call centre based in Bournemouth, Dorset.  If your policy has a commencement date or has renewed on or after 1st April 2019 your policy is underwritten by Royal Sun Alliance Insurance Plc, otherwise your policy is underwritten by Great Lakes Insurance (UK) SE. Your policy is arranged by and administered by Home Emergency Assist.  Home Emergency Assist is an Appointed Representative of Insure Group Limited which is authorised and regulated by the Financial Conduct Authority ref: 584710.

This can differ from property to property.  To clarify who is responsible for your underground water supply, you can check the Ofwat website at https://www.ofwat.gov.uk

Defaqto are a financial information company that offer consumers information to help them make educated, informed choices about the products they purchase.

A 5* Defaqton rating indicates that a company sells a product of a very high standard in the industry they operate in, with superior features and benefits.

What does a 5 Star Defaqto Rating Mean for Home Emergency Assist?

A 5* Defaqto rating means we’re fully accredited by Defaqto and can give customers peace of mind that our Complete Home Emergency Cover is reliable, dependable and of excellent quality.

When you take out our Complete Cover package, you can be assured that our product and service will meet your expectations from start to finish.

Learn more about our array of home emergency cover, including complete home emergency cover or boiler and heating and plumbing and drainage cover, by getting in touch. We can provide you with a free quote online in minutes.

Home Emergency Cover

Home Emergency cover provides protection for a range of unexpected household emergencies including burst pipes, blocked drains, heating system breakdown, drainage problems, electrical wiring, property security, roofing and pests.  An approved contractor will attend to and resolve the situation, preventing the possibility of further costly damage to your home.

Learn more about what home emergency cover is at Home Emergency Assist.

An emergency is classed as sudden or unforeseen damage which:

  • Exposes you to health risks
  • Creates a loss of or damage to your home
  • Makes the building uninhabitable

Home insurance generally does not cover mechanical or electrical faults and breakdowns.  Your home insurance usually covers the damage caused by a home emergency, but does not necessarily cover the repair of the emergency itself.  Check your existing home insurance policy to see if you have any elements of emergency cover included.

We offer cover for a range of home emergencies and services including: plumbing and drainage insurance, boiler and central heating cover, gas and electrical supply cover, home security cover including pest infestation, appliance cover, boiler servicing and gas safety checks.

Discover more about what home emergency cover includes at Home Emergency Assist.

It gives you added peace of mind that in the event of a domestic emergency, you can in one phone call to Home Emergency Assist have access to an extensive network of professionally qualified tradesmen who are ready to assist you 24 hours a day, 365 days a year, resolving the emergency situation and preventing any further damage to your home.

Learn more about why home emergency cover is worth it.

No,  this type of policy does not cover the general maintenance of your home.

Yes, all our repairs are guaranteed for 12 months.

Although we can’t cover you for pre-existing faults with our home emergency cover, if you speak to us today, we can put you in contact with our network of fully qualified engineers to help resolve your problems on a ‘pay on use’ basis. This means you’d be responsible for all costs involved.

After your issue has been resolved, if you then choose to take out home emergency cover for future breakdowns, we’d be happy to help.

Learn more about how we can help with existing problems and our ‘pay on use’ service.

Yes if you are a homeowner.  We offer a variety of packages – take a look through our website to see which one would be right for you, or if you prefer you can tailor a package to your individual needs.  Call us on 0333 00 32 999 to discuss the options.  We are open 8am to 7pm Monday to Thursday, 8am to 4pm on Friday and 8am to 2:30pm on Saturdays. Please note that cover does not extend to pre-existing faults or conditions.

Find out more about how home emergency cover can protect your home.

No, our home emergency cover is only available to homeowners so as a tenant you don’t qualify for this policy. We’re also unable to cover social or housing association tenants.  If you’re a council tenant, repairs are dealt with by the council.  If you purchased your home in conjunction with a Housing Association, you’re eligible to apply for this cover, however we recommend that you check your responsibilities for the property first with your Housing Association.

Yes, if the property (flat or house) is your main permanent place of residence and is owned and occupied by you and your family as a private residence. We cannot cover properties in the following circumstances: the property is used for commercial reasons, the property is rented, it is a mobile home, it is used as a bedsit, it is in multiple-occupancy or is unoccupied for a period of more than 60 consecutive days.

Yes, absolutely!  We only work with fully accredited tradesmen.  All tradesmen are carefully vetted and have to supply us with copies of their public liability certificates.  We also validate their trade qualifications and all tradesmen that work with us agree to work towards attaining our high service standards.

Making a claim couldn’t be easier.  If you experience an emergency, simply call our claims helpline on 0330 124 4532.  The helpline is 24 hours a day, 365 days a year.

We aim to deliver a vetted and qualified tradesman. We aim to schedule any visits promptly, but at a mutually beneficial time. If your claim is an emergency, you’ll be given priority.

Boiler & Central Heating Cover

It covers your boiler including all manufacturers fitted components within the boiler together with the pump, motorised valves, thermostat, time, temperature and pressure controls in the event of a breakdown, so you would not have to pay any fees for call out, parts or labour.  Home Emergency Assist also have options to cover your central heating and we can also offer an annual gas boiler service.

Learn more about what boiler insurance covers.

If you have not had boiler insurance before and you are just taking out a new policy, you can only claim after the policy has been in force for 14 days.  You cannot claim for any pre-existing boiler issues or those which occur during the wait period.  If you are unsure, please call us on 0333 00 34 999.

If you are a homeowner you can buy this cover.  Council, housing association and private tenants and landlords can not purchase this cover.

In your policy pack you will have received a boiler service form.  Simply complete and return this and one of our engineers will contact you to book a convenient time and date for your service.

We aim to complete our boiler servicing between April and September to ensure our engineers are free to respond to emergencies during the winter months.

Due to our extensive network of qualified engineers, we have the expertise to deal with most types of boiler including gas, oil and LPG.  This isn’t always the case for all insurers.

If your boiler should fail a gas safety check, we will provide you with advice to remedy the situation and ensure you know what measures need to be taken to ensure your boiler is gas safe. This work will not be covered under your insurance policy.

This is dependant on the type of policy you have, so please refer to your policy terms and schedule for further information. If the boiler is deemed as beyond economical repair and is under seven years old, we will provide a suitable replacement boiler of a similar make and model. We will provide a £500 contribution towards a new boiler if it is classed as beyond economical repair and is seven years or older.

If you can smell gas, immediately call the National Gas Emergency Helpline on 0800 111 999 to report a suspected gas leak, and follow these guidelines to keep you and your family safe:

  • Open all doors and windows;
  • Turn off your gas supply at the mains and leave it switched off until you have been advised by a Gas Safety Engineer that it is safe to turn it back on;
  • Do not light matches, cigarette lighters or naked flames such as candles;
  • Do not smoke;
  • Avoid turning on light switches or anything electrical.

Learn more about what to do if your boiler smells like gas.

Our UK-based claims team answer 90% of calls within 20 seconds and fix up to 99% of emergencies during the first call-out (this does depend on the specialism).

Typically, an engineer is deployed within four hours of your phone call and 70% of all jobs are booked whilst you’re on hold, taking less than 15 minutes on average from the start of the first call.

The claim line is open 24/7 365 days a year to ensure a dedicated emergency service should you need us.

Plumbing & Drainage Cover

This can differ from property to property.  To clarify who is responsible for your underground water supply, you can check the Ofwat website at https://www.ofwat.gov.uk.

We can offer water supply pipe cover as part of a Plumbing and Drainage home emergency insurance package.

No, we don’t cover Saniflo or other macerator-based systems.

No, we’re not able to cover swimming pools.

Appliance Cover

Yes our policy does offer a discount for covering more than one appliance on the policy.

A claim should be made within 72 hours of the product breaking down.  However, if your product breaks down within the first 28 days of the policy starting, it will not be covered under this policy.

Yes, this policy includes cover for accidental damage to your selected appliances.

Yes, you can cover up to ten appliances on this policy.

You’re covered for up to £2,500 per year, and there’s no limit on the number of claims you can make.

Our appliance cover can be put into place alongside or once the manufacturers guarantee has expired. Generally manufacturers’ guarantees are only for 12 months and cover repair or replacement but it’s unlikely to cover accidental damage as our policy does.

At Home Emergency Assist, we offer both individual home appliance cover and multi appliance insurance to cater for everyone’s needs.

Home appliance insurance offers you complete protection for your home appliances in case they suffer a full breakdown. We offer washing machine, fridge freezer, tumble dryer insurance and more as part of our home appliance cover.

If you’re worried about a particular home appliance in your home and its potential to break down, our individual home appliance cover can offer full protection. However, you have the option to insure up to ten home appliances with our multi appliance insurance, giving you peace of mind across the board.

What are the benefits of multi appliance insurance? 

  • Discounted prices: with our multi appliance insurance, you can get discounted prices for purchasing protection for more than one appliance. This means you are getting even more peace of mind for an affordable price! This makes our multi appliance insurance a very cost effective option for saving money in the long run.
  • Complete peace of mind: multi appliance insurance gives you even more peace of mind that you won’t have fork out thousands of pounds on repair (or replacement!) bills when a home appliance breaks down.
  • Reduced down time: if a home appliance breaks down, our home appliance cover ensure that you don’t have to suffer without your home appliances. Our qualified engineers can visit your home in no time at all to ensure your home appliance is back up and running again.

Learn more about home appliance cover at Home Emergency Assist from just £3.99 per month. Get a quote online today!

How-to Guides

Despite a dishwasher being a cleaning appliance, it doesn’t stay as clean as you might think! Your dishes might be sparkling, but there are plenty of hidden areas inside a dishwasher where grime can build up. To keep your dishwasher in excellent condition, we recommend cleaning it once a month. The good news is that it’s quick and easy with no fuss involved. Read our handy guide to find out how to clean your dishwasher.

We would suggest you test your boiler in the Autumn before the weather really turns cold.  Just turn it on long enough to check the radiators heat up.  Next, arrange a boiler service which will identify any problems and ensure you get these dealt with in time for the first cold spell.  We can arrange a boiler service for you as part of certain cover plans we offer.

Read our blog post on caring for your boiler and central heating over Christmas for more information.

Limescale can build up inside your boiler and although this is completely normal, it’s important to routinely descale your boiler to keep it in tip-top shape as it can have a negative effect on the lifespan of your boiler and the effectiveness of your central heating system.

If you’re interested in finding out how to descale a boiler, read our helpful guide.

Limescale can build up inside your boiler and although this is completely normal, it’s important to routinely descale your boiler to keep it in tip-top shape as it can have a negative effect on the lifespan of your boiler and the effectiveness of your central heating system.

If you’re interested in finding out how to descale a boiler, read our helpful guide.

Bleeding your radiators ensure that they can reach maximum heat. When the top of your radiator feels cold but the bottom is warm, this indicates that trapped air needs releasing (or ‘bleeding’) to improve flow.

Although it may seem like a daunting task, it’s quite simple with our handy step-by-step guide.

If your plumbing freezes or springs a leak, you’ll need to shut off your water supply in order to make repairs. You’ll also need to do this when replacing fixtures, changing pipes or performing any general maintenance. Follow this simple guide to turning off your water:

  1. You may be able to shut off the water to individual areas (and in this case you won’t have to turn off your water at the mains). Look for a shut off valve close to the damaged pipe/area you want to shut down water to. These are usually hidden behind or under fixtures
  2. If you find you can’t shut off the water to a particular area, you’ll need to locate your stopcock. This is usually found under your kitchen sink but if you’re having trouble finding it, trace the pipes back from your tap until you find a valve on the main water supply
  3. Turn the stopcock clockwise to turn the water supply off