Recommending insurance is a big thing - we get it. That’s why we’ve made it worthwhile. You’ll receive a £20 gift card for every successful referral, and your friend gets the same too when they take out cover.

You’re not just sharing a deal - you’re sharing peace of mind. Whether you’ve valued our customer service, your claims experience, or simply knowing you’re covered if the worst happens, your friend - or family member - will get the same care and support.

Most breakdowns happen suddenly, and without warning - and repairs can be expensive. We’ll help with the cost of parts and labour so you can relax.

Common reasons include: an introductory offer ending, inflation increasing repair costs, changes to IPT¹, or changes to your policy details (like cover or excesses).

HEA is a UK company specialising in home emergency and appliance insurance. We help keep your house running smoothly with reliable cover for boilers, heating, plumbing, drainage, water supply pipe, electrics, and over 30 household appliances.

If you’d like to see what we cover, take a look at our home emergency and appliance insurance pages.

To refer someone, you’ll need to be an existing HEA customer with a home emergency policy, appliance cover, or both.

Yes. To be eligible, you’ll need to be new to HEA for home emergency and/or appliance cover (meaning you can’t already have a policy with us, or have had one within the last 24 months). You also can’t refer yourself.

If you need help beyond your policy, we’ve listed trusted organisations on this page for financial support, mental health support, help for older people, and support through major life events.

You can read our full policy terms and conditions below, as well as our product information, which shows a quick summary of key cover details, for you to read at a glance

Once your friend buys cover, we’ll need a little time to set up their account and confirm the requirements have been met. If this all checks out, we’ll email the gift cards to you both within three months of their plan start date.

If your friend purchases a qualifying home emergency and/or appliance plan, you’ll qualify for a £20 gift card - and so will your friend - as long as the terms are met.

If something goes wrong at home, the fastest step is to follow the ‘Make a claim’ process so we can support you quickly. If you rely on medical equipment, it’s also worth letting us know so we can note any additional needs on your account.

At HEA, we keep things clear, honest, and customer-first. With us, you get straightforward home emergency and appliance cover, and UK-based support.

We also offer protection many others don’t - including oil and LPG boiler breakdown cover - and flexible appliance plans you can tailor to your home.

Want to compare plans? Our handy comparison page will help show you our different options.

To help us look into things quickly, please include:

• Your full name

• Policy number and postcode

• The best way for us to contact you

• A summary of what went wrong

You can complete our complaints form for ease.

It’s a price you may receive when you first buy cover (sometimes linked to discounts or promotions). When it ends, your price may move towards the standard cost for that particular plan.

Here’s what you can expect:

1. We'll confirm we've received it

2. We'll review everything fairly and carefully

3. We'll keep you updated; especially if it takes longer than expected

4. You'll receive a final written response once we've reached an outcome

You can reset your password at any time using our ‘Forgot Password’ tool. Enter your registered email and we’ll send you a link to get back into your account.

After you submit the form, your friend - or family member - will receive an email from us.

For the gift cards to track correctly, they must:

• click through from that email, and

• purchase a qualifying home emergency and/or appliance policy via the dedicated refer-a-friend page

If they don’t purchase through that route, we may not be able to link the purchase to your referral - which means you both won’t be eligible for the gift cards.

Once they’ve bought cover, you don’t need to do anything else. We’ll verify the details and email your gift cards - this can take up to 90 business days.

It means we can communicate in a way that works best for you and makes the process feel simpler, especially when you’re dealing with something stressful. Tell us what you need and we’ll do our best to accommodate it.

You can choose home emergency cover (like boiler and heating, plumbing and drainage) and/or appliance cover for a wide range of household appliances.

No - this is different. Home insurance usually helps after an emergency has already happened. Home emergency cover helps as the emergency happens, getting your hot water working, fixing burst pipes, and blocked drains, and preventing internal damage.

Yes, there is a waiting period before you can make a claim for both home emergency and appliance plans.

• Appliance: any claim in the first 28 days from when you take out your plan

• Home emergency: any claim in the first 14 days from when you take out your plan

Every policy has a few exclusions, and it’s worth checking your documents so you know exactly what’s included. Common exclusions can include:

• Issues caused by general wear and tear

• Pre-existing faults or problems that started before your cover with us began

• Cosmetic damage

• Routine servicing or maintenance

• Appliances or systems beyond accepted age limits

You’ll find a full breakdown in the ‘What’s included’ and ‘What’s not included’ sections of your policy book. If you’re unsure, just ask - we’re always happy to help you understand what’s included.

You can get a free quote in a few minutes online, or give us a call - we’ll be happy to talk you through it.

It can. Claims are one of the main factors that can affect renewal pricing. In general, more claims can mean a higher renewal than if you didn’t claim.

Not always - but having no claims can help keep renewal changes smaller. Inflation and other factors (like introductory offers ending) can still affect price.

For home emergency claims, we aim to send an engineer within XX hours.

For appliance claims, we will get someone out to you as quickly as possible, Monday - Friday, 9am - 5pm.

As many as you like - there’s no limit to the number of people you can refer or the rewards you can earn, as long as you and your friend(s) meet the terms.

After you purchase cover, we’ll verify the details and then email the gift cards. This can take up to 90 business days (as you have to meet all the terms).

Your online claim will be looked after by one of our specialists, just the same as if you called.

The only real differences are:

• You can pop the details in yourself, rather than explaining everything over the phone

• You can submit a claim at anytime, without needing to wait on the phone, which can be extremely busy during peak times (November - January).

Your policy documents available any time through your online account. Simply log in, and go to ‘My documents’ to view, download, or check what’s included.

Just complete our referral form and we’ll do the rest

Please make sure you have your friend or family member’s permission to share their details with us. You can send as many invites as you like

You can submit a complaint using our online complaints form, which is the quickest way to get it to over to us.

We’ll review what’s happened, and keep you in the loop.

If you’re unhappy with anything, we’re here to put it right. You can submit a complaint using our online complaints form, and our team will get back to you as soon as possible. You can also call, email, or write to us.

If you ever need to claim, you can do it quickly online. Head to our ‘Make a claim’ page for the next steps.

Each policy has a full breakdown of what’s included, what’s not included, and any excesses. You can view your policy schedule, and policy book in your account.

To qualify, you’ll need to take out your policy through this referral page (so we can track it correctly). Once your cover is set up and the terms are met, we’ll email your £20 gift card to you.

If you need support, you can reach us by phone, LiveChat, email, or post. Full details are on our Contact Us page, along with our opening hours.

Making a claim is quick and straightforward. If something breaks down, just get in touch and our team will guide you through the process. Once approved, we’ll send a qualified engineer to fix the issue as soon as possible - whether it’s your boiler, heating, plumbing, drainage, or a covered appliance.

For more detail, visit our claim or help & support pages.

The quickest way is to contact us and we can talk you through your renewal pricing.

Yes, when you take out a qualifying plan through the referral journey, you’ll both get a £20 gift card, as long as the terms are met.

Yes. If you choose to pay monthly for a plan with us, your payments will include an APR² charge, which reflects the cost of spreading payments across the year.

We always try to help where we can, but in some situations a claim may be declined.

This usually happens when:

• the issue isn’t included in your cover

• started before your policy began

• it relates to wear and tear or maintenance rather than a sudden, and unexpected breakdown.

If you’re unsure, take a quick look at the ‘What’s included’ and ‘What’s not included’ sections of your policy book. If something doesn’t make sense, just reach out - we’re here to help you understand your cover and avoid any unpleasant surprises.

Yes - if the policy holder has added you as an appointed representative (or you’re legally authorised, such as with Power of Attorney), we can discuss the policy and help manage the account.

You can refer friends and family only if they’re new to HEA for home emergency and/or appliance cover.

That means:

• they can’t already have a home emergency or appliance policy with us

• they can’t have held one in the last 24 months

• you can’t refer yourself

Yes! From one-off boiler services to our ‘Complete’ home emergency packages, and cover for over 30 different appliances (from vital kitchen white goods, to your must-have electrical items), you can design your perfect plan.

You can contact the Financial Ombudsman Service if your complaint is about an insurance product we provide. Their service is free, and you’ll need to contact them within six months of receiving our final response.

Boiler services are not insurance products, so the Financial Ombudsman Service is unable to look into complaints about them. Our team will fully review your complaint and work with you to resolve things directly.

Read more about your boiler service.

Yes. If you’d prefer email over phone, need us to speak slowly, want things written down, or have another communication preference, tell us - we’ll do our best to work with you.

Yes - we’re proudly based in the UK. You’ll always speak to someone who understands UK homes, UK weather, and the everyday problems British households face, from winter breakdowns, to summer plumbing issues.

You can reach us any time through our contact page.

We can cover boilers up to 15 years old, and appliances under 10. You’ll just need to confirm that your items are in good working order when you purchase a plan.

Yes; parts, labour, and engineer call-out fees are included up to your policy limits. You can relax knowing there won’t be any unexpected costs for approved repair work with your plan.

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
Arena Business Centre,
Holyrood Close,
Poole, Dorset,
BH17 7FJ

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.

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 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.

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.

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