When you purchase home emergency or appliance cover from us, you may pay an introductory price. So, if your home emergency or appliance price has changed recently, it may be because your introductory price and any associated discounts no longer apply.

Your renewal price will reflect the risk and cost of covering your boiler, central heating, plumbing, drainage or appliances etc, but we’ll try to make sure you don’t see a big price increase in one go. Instead, we’ll try to spread any price rise over a few years.

For more information on what can affect the price of your policy, visit our Pricing Explained page.

For both our home emergency insurance and appliance cover policies, 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.

• If you have home emergency cover, your policy is underwritten by Financial & Legal Insurance Company Ltd

• If you have appliance cover, your policy is underwritten by Novus Underwriting Limited on behalf of Millennium Insurance Company Ltd

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.

Home Emergency Assist are a specialist provider of home emergency and appliance insurance. We’re an alternative to HomeServe and British Gas amongst others in the home emergency market and our head office is based down on the sunny south coast in Poole.

Please note:

• If you have home emergency cover, your policy is underwritten by Financial & Legal Insurance Company Ltd

• If you have appliance cover, your policy is underwritten by Novus Underwriting Limited on behalf of Millennium Insurance Company Limited.

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.

Home emergency cover

Your cover will commence on the day we process your application but claims cannot be made in the first 14 days of cover.

Please note, if you have boiler cover (or have a boiler service) you will not be able to make a claim or book a service until 14 days after the boiler is registered.

Register your boiler.

Appliance 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.

Please note, you will not be able to make a claim until 28 days after the appliance(s) is registered.

Register your appliance(s).

Insurance Premium Tax is a government tax on various types of insurance policy including car, home and travel which every insurance provider has to charge.

Government changes to IPT could unavoidably increase your quote.

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.

You can opt out of automatic renewal at any time by giving us a ring on 0330 094 8301. Please note, you'll still receive the renewal reminder but you'll have to get in contact with us to accept this, otherwise you'll be at risk of having no insurance in the event of an emergency.

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, you will not be covered for 7 days after moving into the new address.

The Annual Percentage Rate is the official rate used to help you understand the cost of borrowing from a particular lender. All lenders have to let you know what their APR is before you sign any credit agreements.

APR is expressed as a percentage of the amount you’ve borrowed.

You can download our home emergency cover and appliance cover terms and conditions, and policy wording. For copies of your policy schedule, call us on 0333 00 34 999 or send an email to: customerservice@homeemergencyassist.com and we will arrange for a new set to be emailed out to you.

Switching your home emergency and/or appliance cover to us couldn’t be simpler. Call us on 0333 00 32 999 and we can set up your cover straight away or you can get a quick quote online - it only takes 5 minutes. 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.

You can buy online through our website or by calling us on 0330 094 8301. It’s quick, easy and immediate cover is available.

You should receive your new policy documents by email 26 days before your renewal is due. As well as information about your renewal price and your cover, it will also include details of our renewal portal.

Here, you'll be able to register appliances (if you haven't done so already), change/update your payment method and renew your insurance. You can also give us a ring on 0330 094 8301 to accept your renewal.

If you choose not to visit your account to update your payment information, your policy will still renew automatically, using your current payment method. If you've opted out of automatic renewal, you'll need to get in touch with us to accept your renewal, otherwise your policy will lapse and you'll no longer be covered in the event of needing to make a claim.

We offer several different options for payment.  You can choose to pay monthly or annually.  We accept all major credit and debit cards, except American Express cards. You can also opt to pay by Direct Debit through our chosen financing partner (an APR charge will be applied).  All of our prices are inclusive of Insurance Premium Tax and VAT at the current rates where applicable.

We always aim to deliver a first class service, but sometimes things go wrong. When this happens, we want to put things right as soon as possible so if you’re unhappy with the service you’ve received from us, we want to hear from you.

Home emergency cover

If your complaint relates to the sale and administration of your policy or your boiler service, you can get in touch with us at:

Email: customerservice@homeemergencyassist.com Phone: 03330 034 999

Alternatively, you can write to us at:

Home Emergency Assist Ground Floor 4c New Fields Business Park Stinsford Road Poole BH17 0NF

If your complaint relates to the handling of your claim, you can get in touch with the claims handler at:

Email: complaints@legalprotectiongroup.co.uk
Phone: 0333 700 1040

Alternatively, you can write to them at:

Customer Service Department

Legal Protection Group Limited
8 Pinkers Court
Briarlands Office Park
Gloucester Road
Rudgeway
Bristol
BS35 3QH

Appliance cover

If your complaint relates to the sale and administration of your policy, you can get in touch with us at:

Email: customerservice@homeemergencyassist.com
Phone: 03330 034 999

Alternatively, you can write to us at:

Home Emergency Assist Ground Floor
4c New Fields Business Park
Stinsford Road
Poole
BH17 0NF

If your complaint relates to the handling of your claim, you can get in touch with us at:

Email: claims@mbginsurance.com
Phone: 0330 124 4531

Alternatively, you can write to us at:

MB&G Insurance Services Ltd
Cobalt Business sExchange
Cobalt Park Way
Newcastle Upon Tyne
NE28 9NZ

Once we receive your complaint, we’ll acknowledge this within 3 working days and aim to provide you with a final response as soon as possible and usually within 7 working days. However, sometimes this may take longer depending on the circumstances of your complaint and the work required to thoroughly investigate. We have up to 8 weeks to provide you with our final response.

If you’re still not happy with our outcome, you’re able to refer your complaint to the Financial Ombudsman Service. Should you wish to do this, it must be within 6 months. This option is only available for insured events and does not include boiler servicing. You can contact the Financial Ombudsman at:

Email: complaint.info@financial-ombudsman.org.uk Website: www.financial-ombudsman.org.uk Phone: 0800 023 4567 (or 0330 123 9123 from a mobile)

Or you can write to them at:

Financial Ombudsman Service Exchange Tower Harbour Exchange Square London E14 9SR

Call our customer service helpline on 0333 00 34 999 to make any changes to your contact details. You can also send us an email on customerservice@homeemergencyassist.com.

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
Ground Floor
4c New Fields Business Park
Stinsford Road
Poole
Dorset
BH17 0NF

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

We don't offer home emergency, or appliance cover to landlords.

You can choose from several excess options, depending on your personal circumstances which you'll see once you've got a quote. Generally, the higher the excess you choose, the lower your premium will be.

Home emergency cover

You can choose between a £0, £60 or £95 excess when you take out your home emergency cover with us.

There is also a £60 compulsory excess to pay in the following situations:

• Any claim made within the first 90 days of cover

• Any boiler over 10 years of age

Appliance cover

You can choose between a £0 or £50 excess when you take out your appliance insurance with us.

There is also a £50 compulsory excess to pay in the following situations:

• Any claim made within the first 90 days of cover

• Any appliance over 6 years of age