Members Area

Currently, you can update the following through our customer portal.

• Your telephone number

• Your email address

• Your payment method (i.e. you need to update your debit/credit card, or want to switch to annual/monthly payments).

  We are currently working on a new members portal where you will be able to update your personal details, level of cover, payment method, and more, so watch this space!

Making a home emergency claim couldn’t be easier. Find out more about the claims process below.

1. Call our team within 48 hours of the incident occurring (anything after this will not be considered an emergency).

2. We aim to provide 24 hour support to make a repair or provide a replacement.

3. Once the job is done, you’ll sign to confirm you’re happy with the service and we’ll settle the bill (within your cover limits) with the engineer directly.

To find out more about our claims process and how to contact us, visit our dedicated claims page.

Please note, there is a compulsory £60 excess to pay in the following situations:

• Any claim made within the first 90 days of cover

• Any boiler over 10 years of age

Making an appliance claim couldn’t be easier. Find out more about the claims process below.

1. Call our team as soon as reasonably possible to report the incident

2. Our engineer will attend as quickly as possible, within normal working hours (9am – 5pm Monday to Friday, excluding Bank Holidays)

3. Once the job is done, you’ll sign to confirm you’re happy with the service and we’ll settle the bill (within your cover limits) with the engineer directly.

To find out more about our claims process, visit our dedicated claims page.

Please note, there is a compulsory £50 excess to pay in the following situations (in addition to any voluntary excess selected):

• Any claim made within the first 90 days of cover

• Any appliance over 6 years of age

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.