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We’re here for you - find out about the additional support we can offer

Need extra help managing your policy or making a claim? You’re not alone - and you don’t have to handle it on your own. If you’re living with a health condition, disability, or going through a difficult time, we can offer extra support.

Appointed representative

We understand that managing a home emergency or appliance policy might feel overwhelming for some, so customers have the option to nominate a trusted person to handle their policy on their behalf. This provides peace of mind, knowing someone you trust can assist if needed.

We’ll be able to speak to your appointed representative about the plan, offering them information and support that we wouldn’t otherwise be able to. All we need is a few details about the representative, so we can record it.

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The representative's first name
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The representative's surname
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Birth date - you need to be over 18 to be an authorised representative
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The relationship with the policy holder (i.e. whether it's a parent, child, friend, or partner)

Sign up for our priorities register

One of the ways we make managing your home emergency or appliance policy easier is through our Priority Services Register. This is designed for customers who may need extra support during stressful times, ensuring they receive priority assistance in the event of an emergency claim.

Whether it’s due to age, disability, illness, or any other circumstance, being added to the Priority Services Register guarantees that you’ll be at the front of the queue when emergencies strike. We understand that these situations can be stressful and overwhelming, and so we’re committed to giving you the quickest, most effective support possible.

You can sign up for our priority services register by phone, letter, or email if:

> You're over 80
> You have a long-term illness or disability
> You rely on medical equipment in your home
> You have young children (aged 5 and under)
> You're recovering from hospital treatments

Other ways we can help

Power of Attorney
Help with your bills
Other resources

FAQs

  • 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.

  • 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.

  • Yes, The easiest route is for the policy holder to add you as their appointed representative in their online account (or by giving us a ring).

    If that’s not possible and you have formal authorisation, we can help once we have the right documents.

  • 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.

  • 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.

  • 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.

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© 2026 Home Emergency Assist Limited. All rights reserved.1.1.19

HEA is an Appointed Representative of Insure Group Limited which is authorised and regulated by the Financial Conduct Authority (FRN: 584710). HEA is a company registered in England (08279496). VAT registration number: 315 9487 76. Registered address: Arena Business Centre, Holyrood Close, Poole, Dorset, BH17 7FJ, UK.