A non-emergency (or breakdown) is a sudden and unforeseen malfunction which results in the unit or system no longer working or operating correctly.

Non-emergencies would include repairing dripping taps, replacement of leaking pipes and thermostats/temperature timings.

This is only available with our 'Premium' home emergency insurance packages.

An emergency is classed as a sudden or unforeseen event which, if not dealt with quickly would:

• Render the home unsafe or insecure

• Damage or cause further damage to the home

• Cause personal risk to you

• Cause a health and safety risk to others

Emergencies would include the complete loss of heating and/or hot water or failure of your plumbing and drainage system.

Need extra support? We can help.

We offer additional support for people who are in vulnerable or difficult situations. This may be due to a disability or illness or simply because you're going through a difficult time. You can register if:

• you are over 80

• you have a disability or long-term illness

• you rely on certain medical equipment in your home

• you have children younger than 5 at home

• you're recovering from hospital treatment

We'll make a note of what you've told us on your record - with your permission - so that we can support you in the most appropriate way.

No - but we will contribute to the cost of a brand new like-for-like replacement, up to a maximum of 50% of the market value (or the amount paid as shown on the receipt - whichever is lower). This is subject to the boiler replacement contribution limit of £500, and depends on the boiler's age.

We cover gas, oil and LPG boilers.

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 you boiler smells like gas.

We’ll contribute up to a maximum of 50% of the market value towards the cost of a brand new like-for-like replacement, or the amount paid on the receipt (whichever is lower). This is subject to a limit of £500 and only available on receipt of your original proof of purchase.

For more information on what will be covered, please read our policy documents (Boiler Replacement Contribution can be found under Section J).

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.

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.

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 4 hours (on average) 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 home emergency claim line is open 24/7 365 days a year to ensure a dedicated emergency service should you need us.

You'll need to make sure you register your boiler with us - you can do this through our online boiler registration form. We'll need to know the fuel type, make, model, and last service date of your boiler.

We aim to complete boiler services within 12 months of the start date of your plan.

Please note: no boiler services will be completed within the first 60 days of your plan. We cannot service oil boilers.

You can read about what a boiler service involves for more information about what to expect.

Any incidents occurring in the first 14 days of your policy start date will not be covered and you can't claim for any pre-existing issues or those which occur during the waiting period.

Please note, you need to report all claims within 48 hours. Claims after this time will not be considered an emergency.

You can read our Product information leaflets and policy books for more information by visiting our important documents page.

Visit our dedicated claims page for more information.

If you are a homeowner with a gas, oil or LPG boiler you can buy this cover. Council, housing association and private tenants and landlords or anyone with any other type of boiler cannot purchase this cover.