Frequently Asked Questions

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.

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 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 FREE of charge.

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 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.

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 years premium.

To cancel or transfer your policy into another name, please write to us at the address below or email to: customerservice@homeemergencyassist.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.

The insurance is underwritten by UK General Insurance Limited on behalf of Great Lakes Reinsurance (UK) SE.  Home Emergency Assist set up, arrange and administer your policy.

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.  Our policies are underwritten by UK General Limited on behalf of Great Lakes Reinsurance (UK) SE.  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

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.

An emergency is classed as sudden or unforeseen damage which immediately exposes you to health risks, creates a loss of, or damage to your home and/or 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.

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.

No it does not cover general maintenance of your home, although some plumbing maintenance tasks such as dripping or seized taps are covered under our plumbing policy.

Yes, all our repairs are guaranteed for 12 months.

Yes if you are a homeowner.  We offer three standard 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.

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

Yes, if the property 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 will be given priority.

Boiler 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.

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.

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.

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.

There is no limit to the amount we will pay per claim as long as the boiler is not declared beyond economical repair. 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.

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 are covered for up to £2,500 per year, and there is 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 is unlikely to cover accidental damage as our policy does.

When the worst happens, we’re here for you...

Great price. We had to call on HEA after just one week as our boiler had an overflow fault. The engineer came within 2 hours and fixed the problem. Great service.