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Posted on 28 June 2021

Registering Your Boiler And/Or Appliances

When you take out Home Emergency Insurance or Appliance Cover with Home Emergency Assist, it’s important to ensure you’ve registered your boiler and/or kitchen appliances.

You won’t be able to make a claim until they’re registered, so make sure you do this as soon as possible once you’ve taken out a plan.

  • Appliance cover doesn’t start until 28 days after registration
  • Boiler cover doesn’t start until 14 days after registration

 

It’ll only take a few minutes and ensures that your records are up to date in the event of a home emergency or appliance breakdown.

Information we need for registering your boiler

To register your boiler, all we need is your:

  • Full name
  • Policy reference
  • Age of your boiler
  • Boiler make
  • Boiler model
  • Date it was last serviced
  • Fuel type (gas, oil or LPG)
  • Whether it currently has any faults

Information we need for registering your appliance(s)

To register your appliance(s), we’ll need:

  • Full name
  • Phone number
  • Email address
  • Postcode
  • How many appliances you’ve chosen to insure
  • Appliance type, make and model
  • Month/year of purchase (if you don’t remember the exact month, please put January)

If you have the manufacturer’s instruction booklet, you should find the make and model of your appliance. However, if you’ve misplaced it or no longer have it available, you should still be able to find the information you need to register your appliance. Read our guides below:

How to find out your boiler’s age

You can find out how old your boiler is by visiting the boiler database and filling in the make and model of your boiler. You’ll then see the dates that the manufacture of your model started and finished.

If you’re not sure about the make and model of your boiler, you should be able to find the serial number on a visible sticker and if you pull down the front panel at the bottom of the boiler, there’ll usually be a bar code underneath.

On some older models of boiler, the serial number will usually be either on the inside front panel or on top of the boiler itself. You can then type the serial number into Google to find the make and model of your boiler.

There are a few places you can look to find this information:

  • Fridge/Fridge-Freezer: there should be a plate with the energy rating (rating plate) on the inner wall of the fridge or hidden at the bottom to the left of the salad compartments (accessible with the drawers removed). If not there, you might find it on the outside of the casing or lastly on the back of the fridge itself (be careful if you're moving your appliances).
  • Freezer: you may find the plate on the inside of the freezer compartment or on the sides or back of the appliance.

If you're unable to locate the make and model of your appliance but find the serial number, you can use Google to find the make and model.

The majority of washing machines or tumble dryers have the rating plate behind the door or on the inside of the door. A few manufacturers hide this information behind the kickplate at the base of the machine. Be careful if removing this as they're generally quite thin and may break.

If you're unable to locate the make and model of your appliance but find the serial number, you can use Google to find the make and model.

  • The majority of dishwashers have their model numbers displayed behind the door. Check the top edge of the door and all of the sides.
  • You can also try the base of the dishwasher or the kick-strip under the door at the front. You might need to lower the dishwasher door all the way to be able to see it.
  • Check the back and sides of the dishwasher but if you need to move it, be careful not to rip your flooring.

If you're unable to locate the make and model of your appliance but find the serial number, you can use Google to find the make and model.

  • Most oven model numbers are located on the fram behind the oven door but check the sides of the door and the inside of the hinges.
  • Try behind any other doors, such as the flap at the base of your oven, underneath the main door.
  • Check the back and side panels. You may have to shift your oven to do this, but be careful when moving it.

If you're unable to locate the make and model of your appliance but find the serial number, you can use Google to find the make and model.

The model number is generally found inside the cooker hood or on the side of the cooker hood casing. To check inside, you may have to remove the metal filters.

If you're unable to locate the make and model of your appliance but find the serial number, you can use Google to find the make and model.

Generally, you should be able to find the make and model of your microwave either behind the door or on the back of the machine itself.

If you're unable to locate the make and model of your appliance but find the serial number, you can use Google to find the make and model.

To find out more about our home appliances cover or other types of home care cover plans, such as boiler and heating insurance, plumbing and drainage insurance and Complete Home Emergency plan contact our friendly team on 0330 09 48 301. You can also request a call back to discuss your requirements or get a free quote online in minutes.

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Posted on 31 May 2021

Why You Need Home Emergency Cover

If a pipe bursts or your boiler breaks down, it can be a huge relief knowing you’ve got Home Emergency cover in place to rectify the emergency quickly and cover any repair costs.

Depending on the level of cover your choose, if your central heating stops working, you have an electrical fault in your home or you discover pests have made a nest in your house, your Home Emergency insurance provider will send out an approved tradesperson to fix the problem.

While home insurance will usually cover any damage caused by an emergency – for example, if a pipe bursts and the water ruins your carpets – it won’t usually cover the costs for call-out fees or emergency repairs of your boiler and central heating or your plumbing and drainage system.

It’s important therefore, to have Home Emergency Cover in place before a problem develops, to make sure you’re covered in the event of an emergency.

What does Home Emergency Cover with Home Emergency Assist include?

If you buy Enhanced Complete Cover, you’ll benefit from the following:

  • Boiler & Central Heating: this will cover you in the event your boiler stops working and you’re left without heating and/or hot water. We can cover gas, oil and LPG boilers under 15 years old. It’s important you get your boiler serviced once a year to keep it well-maintained.
  • Plumbing & Drainage: this covers you for damage to or failure of your plumbing and drainage system where you’re likely to suffer internal flooding or water damage. This includes loss of access to your only or all toilets within your home.
  • Electrics: covers you for the electrical failure of at least one complete circuit.
  • Security: this covers you if your windows, doors or locks are broken and your home is not secure. We’ll also cover you for the loss of your only available key to the home which can’t be replaced (and normal access can’t be obtained).
  • Pests: we’ll cover you in the event you suffer from an infestation of mice and/or rats, as well as wasp and hornet nests.
  • Roof: covers you for missing, broken or loose tiles which is causing internal water damage.
  • Boiler Replacement Contribution: we’ll give you a contribution towards the cost of a replacement boiler if yours is deemed to be beyond economical repair.
  • Overnight Accommodation: where it’s not been possible to resolve your emergency following an accepted claim for emergency repairs, we’ll arrange overnight accommodation for you.

What’s classed as an emergency?

We class an emergency as a sudden or unforeseen event which, if not dealt with quickly would:

  • Render your 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

Can you get cover for non-emergencies?

If you upgrade to Premium Complete Home Emergency Cover, you will be covered should any of the above scenarios occur as well as being covered for non-emergency situations.

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

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

 

To find out more about our Complete Home Emergency plans, boiler and central heating insurance or other types of home care cover plans, such as plumbing and drainage insurance and home appliances cover, contact our friendly team on 0330 09 48 301. You can even request a call back to discuss your requirements or get a quote online.

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Posted on 14 September 2020

It’s Gas Safety Week – find out our top tips for keeping your family safe

As it’s Gas Safety Week, we thought we’d share our top tips for gas safety in the home.

Badly fitted and poorly serviced appliances can cause gas leaks, fires and even carbon monoxide poisoning, so it’s important you know how to keep you and your family safe. According to information from the Gas Safe Register, 1 in 9 homes contain boilers that are unsafe and 1 in 11 cookers inspected are hazardous too.

Dave, our Gas Safe registered engineer from Hertfordshire, shared his advice:

  • Make sure you use a Gas Safe registered engineer to fit, repair and service your kitchen appliances and boiler. You can check (and find) engineers at the Gas Safe Register website
  • Have all your gas appliances (boiler included) regularly serviced and checked every year. You can set an alert on the Gas Safe Register website to email or text you a reminder to get your appliances checked each year.
  • Be aware of the symptoms of carbon monoxide poisoning such as drowsiness and flu-like symptoms
  • Check for signs that your gas appliances aren’t working properly, e.g. a gas flame should usually burn blue but if it burns yellow or orange, there may be a build-up of carbon monoxide
  • Fit a carbon monoxide alarm to alert you to any problems
  • Keep any vents or chimneys clear; these are vital to ensure gas appliances burn properly
  • Use your gas appliances for the use they were intended for, e.g. don’t use a gas cooker to heat your room
  • Know what to do if you smell gas and who to notify immediately

How to check a Gas Safe ID card

All our boiler engineers are Gas Safe registered and will carry their Gas Safe ID cards when they’re working. This contains important information about the engineer: who they are, their license number and the work they’re qualified to carry out.

When one of our engineers comes to your property, they may show you their ID card or have it on display. If that’s not the case, however, you can ask to see it as they should be happy for you to check.

There’s information on both the front and back of the card, so it’s important to check both sides. On the front of the card will be:

  • The engineer’s photo: so you can check the engineer at your property is the person the card relates to
  • The business they work for: all our engineers are part of a network but will be individually employed too
  • The start and expiry date: Gas Safe engineers must renew their licenses annually, so it’s important to check they have a current license. If the date has expired, contact the Gas Safe Register
  • The license number: each registered engineer has their own unique license number. This is at the top of the card and embossed across the middle
  • Gas Safe security hologram: official Gas Safe ID cards have a hologram with the Gas Safe logo on it

Even if all the details on the front of the card are correct, you should still check the back of the card. Not all Gas Safe engineers can work with all types of gas appliance or carry out all gas work.

On the back of the card will be a full list of qualifications that your engineer holds. These list the name of the work they’re qualified to undertake along with the expiry date.

You should check the engineer has the qualification needed for the work required. E.g. if they’ve come to service your boiler, it should list ‘Gas Boiler’.  Also make sure the qualification hasn’t expired.

To find out more about our boiler with central heating cover and how our other types of cover are here to solve your home emergencies, including plumbing and drains and home appliance cover, contact our friendly team on 0330 09 48 301. You can also request a call back to discuss your requirements or get a free quote online in minutes!

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Posted on 10 August 2020

Carbon Monoxide Safety

While we’re still staying at home a little more than normal, it’s important you know the signs of carbon monoxide poisoning. It’s a silent killer because you can’t see it, hear it or taste it but it’s responsible for over 40 deaths year, according to the Office of National Statistics.

What is carbon monoxide?

It’s a highly poisonous gas produced by the incomplete burning of natural gas or liquefied petroleum gas (LPG). This can happen when a gas appliance has been incorrectly fitted, badly repaired or poorly maintained. It can also occur when flues, chimneys or vents are blocked. Solid fuels such as coal, wood, petrol and oil can also produce carbon monoxide when they burn.

What are the signs of a carbon monoxide leak?

  • The boiler pilot light is burning yellow or orange instead of blue
  • Sooty stains on or near your appliances
  • Increased condensation inside windows
  • Coal or wood fires that burn slowly or go out
  • You or your family are suffering prolonged, flue-like symptoms

If you detect any of these signs, please contact a Gas Safe registered engineer immediately to come and inspect your gas appliances.

What are the symptoms to watch out for?

There are six main symptoms to look out for:

  • Headache
  • Dizziness
  • Nausea
  • Breathlessness
  • Collapse
  • Loss of consciousness

Other signs that this is Carbon Monoxide poisoning rather than a cold, are that symptoms occur when you’re at home but seem to disappear when you leave and that others in your household are experiencing similar symptoms at a similar time.

What to do if you suspect carbon monoxide poisoning

  • Get fresh air immediately –  don’t delay!
  • Open your doors and windows, turn off any gas appliances and leave your house
  • See a doctor immediately or go to hospital. There’s a blood test doctors can run to check and advise if you need treatment
  • If you think there’s immediate danger, call the Gas Emergency Helpline on 0800 111 999.

How to prevent carbon monoxide poisoning

To minimise the risk of this happening, one of the most important things you can do is to ensure that your gas appliances (especially your boiler) are checked annually by a Gas Safe registered engineer.

Installing an accredited carbon monoxide (CO) leak detector or CO alarm in your home is a good second line of defence. As an alarm only activates once there is CO present however, you should rely on it as your sole form of prevention.

According to the Gas Safe Register website, making sure that any alarm you buy is marked EN 50291 and has the British Standard Kitemark is essential. They do not recommend use of ‘black spot detector’ warning strips as the warning is too easily missed and no sound is emitted so won’t alert you if you have a leak while you’re asleep.

To find out more about how we’re here to solve your emergency breakdowns with our boiler and central heating cover including service and other types of home emergency cover, including plumbing and drainage and home appliances cover, contact our friendly team on 0330 09 48 301. You can even request a call back to discuss your requirements or get a quote online.

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Posted on 14 July 2020

Covid-19 Claims Experience

Kirsty, a Complete Home Emergency Cover customer, from Essex recently had to claim and talks about her experience below:

“Due to the Coronavirus crisis and lockdown, my husband, son and I have all been staying at home a lot more than normal; not to mention, money’s tight as I’ve been furloughed.

The last thing we needed was for our only toilet to start leaking and I couldn’t have been more stressed, wondering if someone would even be able to come out to have a look at it and if they would come out, how long it would take them to get to me. Not only is having a working toilet essential, but I was worried about the potential for water staining too and how much it would cost to fix!

On top of all those worries, I was concerned about allowing someone from outside my family into my home too, especially thinking about my young son.

I got through to someone on the phone much quicker than expected when I phoned, and they put me at ease straight away, explaining that Home Emergency Assist is still responding to emergency claims, including things like your only toilet not working – luckily for me! They talked me through the process and asked a series of questions about the health of the people in my household and explained that they ask their engineers the same questions to make sure everyone is staying as safe as possible in the circumstances.

It only took a couple of hours before the engineer arrived. He was wearing PPE on his arrival and only brought in the equipment necessary for the job. He was also very thorough in washing his hands (both during the appointment and just before he left). I didn’t have to sign anything either – he just asked for our agreement that we were happy with the work carried out and signed on our behalf.

I felt awful that I couldn’t offer him a cup of tea, but we stuck to our 2-meter distance – and most of the time stayed in different rooms.

Thankfully, the problem seemed quite straightforward to fix – we didn’t have to wait for parts to be ordered and we had a functioning toilet within 3 hours of the original phone call taking place. He then finished by wiping down all the surface with anti-viral wipes. Couldn’t be happier with my experience. Both the lady on the phone was polite and reassuring and the engineer was friendly and knowledgeable. Thank you, Home Emergency Assist!”

To find out more about how we’re here to solve your emergency breakdowns with our boiler and central heating cover including service and other types of home emergency cover, including plumbing and drainage and home appliances cover, contact our friendly team on 0330 09 48 301. You can even request a call back to discuss your requirements or get a quote online.

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Posted on 6 July 2020

What You Need To Know About Boiler Efficiency

You’ve probably noticed the stickers on white goods such as washing machines and dishwashers, showing you an energy rating guide.

The information is crucial when you’re shopping for a boiler as it is for large appliances. Being mindful of our energy use and reducing gas emissions is becoming increasingly important. In 2009, the ERP Directive was signed, bringing positive change to improving energy efficiency.

What is ERP?

ERP (or Energy Related Products Directive) is a piece of European legislation which applies to all products that consume energy, including within their manufacturing process. This Directive includes domestic heating products such as boilers, water heaters and other electrically powered products.

The ERP’s Directive is to encourage manufacturers to offer products that are better for the environment by reducing harmful gas emissions. It’s the manufacturer’s responsibility to ensure that their products are ERP compliant and products are only sold if they meet the requirements.

What is boiler efficiency and why is it important?

Boiler efficiency is worked out by evaluating the fuel it converts into usable energy and how much fuel is wasted throughout the process. Depending on the percentage, the product will receive a rating, in the form of a letter, which will help you to identify which products are more energy efficiency.

Heating up your home is a large percentage of your energy bills, so having an efficient boiler is a must. The better your ERP boiler rating, the cheaper your energy bills will be. The Energy Savings Trust estimates that installing a new boiler could save the average household up to £200 every year on their gas bill.

New boiler regulations from 2018 ensure that any boiler installed from April onwards must have an ERP rating of least 92%. This was put in place to help stabilise climate change. It’s important to consider the ERP rating before buying a new boiler to make sure you’re doing your bit to help the environment as well as lowering your heating bills wherever possible.

It’s now also a requirement (post-April 2018), for all new boilers to include programmable timers and thermostats. This enables you to control your heating times, temperatures and to make sure your boiler is only used when needed.

How efficient is my boiler?

Modern condensing boilers are potentially 89-94% efficient whereas a boiler that is more than 20 years old can be as little as 60% efficient.

a boiler’s efficiency is the percentage of the total energy used by the boiler to provide useful heating. For example, a boiler which is 94% efficient will have 94% of the energy used going towards heating the home and only 6% is ‘lost’.

You’ve probably seen efficiency ratings of A-G on other domestic kitchen appliances and boilers are the same. Modern boilers must be A rated and this will be shown on their literature.

  • A: 90% and above
  • B: 86-90%
  • C: 82-86%
  • D: 78-82%
  • E: 74-78%
  • F: 70-74%
  • G: below 70%

Things to consider

  • Combi boilers can reduce energy by heating water on demand. This means you’ll never pay for water to be heated which may go unused. This is often a much more energy-efficient solution, especially in a smaller household. You can find out more about the different boilers available by reading our blog post, Types of Boilers and Fuels Explained.

To find out more about our boiler with central heating cover and how our other types of cover are here to solve your home emergencies, including plumbing and drains and home appliance cover, contact our friendly team on 0330 09 48 301. You can also request a call back to discuss your requirements or get a free quote online in minutes!

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Posted on 22 June 2020

Home Emergency Cover Vs. Home Insurance Add On

With so many choices out there, it can be tricky to work out which insurance policies you need to ensure your home is adequately protected should the worst happen. We’ve put together this handy guide for you so you can make an informed decision as to which is the best policy for you.

What is Home Emergency Cover?

A home insurance policy will usually cover the damage caused by a home emergency but doesn’t necessarily cover the repair of the emergency itself.

You can either choose to buy home emergency cover as a standalone policy, or as an ‘add-on’ to your existing home insurance. The option you choose will depend largely on the level of emergency cover your current insurer can provide and how much it costs.

It also helps to ask yourself what emergencies you’re most worried about, the likelihood of that event happening and whether you could afford to fix it by yourself should something go wrong.

Cost of Cover

Typically, an ‘add-on’ to your existing home insurance is the most cost-effective way of buying home emergency insurance but you generally get less cover for your money than you would with a standalone policy.

Are you already covered?

With most home insurance policies, you’re covered for the potential costs involved with an emergency situation, such as replacing carpets following a burst pipe.

However, your home insurance policy wouldn’t generally cover the call-out of a plumber to fix the emergency itself.

The types of situations a home emergency policy could provide immediate assistance for would be:

  • The complete breakdown of your boiler and/or central heating
  • Damage to or failure of your plumbing and drainage system
  • Sudden and unexpected failure of electricity or gas supply
  • Damage to/failure of an external lock, door or window that makes your home insecure
  • Pest infestation
  • Missing, broken or loose roof tiles causing internal water damage

Peace of mind

Many people like the peace of mind that a home emergency policy brings, knowing that any of the above problems will be fixed within a relatively short-time span of phoning up to claim.

Our Home Emergency Cover makes sure that if you suffer an insured event, we will send an approved engineer to your home within four hours on average, taking away the stress of having to find your own tradesman and pay them for any work completed.

For more information on Home Emergency Cover, why not read our article on how to effectively compare home emergency insurance policies?

To find out more about our boiler with central heating cover and how our other types of cover are here to solve your home emergencies, including plumbing and drains and home appliances cover, contact our friendly team on 0330 09 48 301. You can also request a call back to discuss your requirements or get a free quote online in minutes!

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Posted on 8 June 2020

Types of Boiler and Fuels Explained

With so many different terms used and so many options, it’s difficult to know what type of boiler you have, what the different in the fuel types are and which can be covered under a home emergency insurance policy.

At Home Emergency Assist, we can cover a variety of boiler types and fuels as long as it’s not over 15 years of age, has no preexisting faults and doesn’t have an output in excess of 70kw/hr. Read on to find out more about the types of boiler and fuels we cover:

Combi Boiler

A combination or ‘combi’ boiler is a water heater and central heating boiler in one unit. These boilers heat water directly from the mains when you turn on a tap, so you don’t need a storage tank in your attic.

This type of boiler is both cost-effective and energy efficient as the water is heated instantly rather than being heated and stored in a tank.

Pros

  • Ideal for smaller properties and where there is little or no loft space
  • You only heat the water you need

Cons

  • Better for small households as hot water can only be used for one task at a time; e.g. one person can’t shower while another uses hot water to wash up with

Traditional Boiler

These are also sometimes known as conventional boilers and hot water is stored in a hot water cylinder or storage tank. Often, there’ll be an on/off switch so you can heat the water in the tank when you know you’re going to neet it and switch it off when it’s not in use.

Pros

  • Best suited to larger households where several people need to use hot water at the same time on a frequent basis
  • Good option for low mains water pressure areas

Cons

  • Hot water is not on demand, so once the storage tank has run out of hot water, you’ll have to wait for more to be heated
  • Less efficient than a combi boiler

Condensing Boiler

A standard gas boiler works by burning natural gas in order to heat your water. When you burn natural gas, water vapour and carbon dioxide are created as a by-product; these will travel through a flue and escape into the outside atmosphere, taking heat with them. A condensing boiler can capture some of the heat that would be otherwise lost from these by-products, cooling and condensing them back into condensate. This is then used to warm up the cool water that returns from your radiators.

Since 2015, all new boiler installations are condensing boilers as they’re at least 25% more efficient than older models. If your flue is made of plastic rather than metal, you most likely have a condensing boiler.

Pros

  • These are extremely efficient (a good condensing boiler can achieve efficiency of over 90%) meaning they make the fuel you’re burning go further and are much more eco-friendly.
  • Safer than non-condensing boilers

Cons

  • A straightforward gas boiler replacement can typically cost around £2,300
  • Require an extra pipe to drain away the condensate liquid.

Types of Fuel

Most UK households are connected to mains gas for their heating and hot water however, properties that aren’t connected to the mains grid will have to find an alternative solution. There are approximately 4 million people in the UK currently not connected to the mains grid for gas.

Unlike some insurers/service providers, we cover boilers that run on two types of fuel:

  • Gas: this is the most common type of fuel for homes connected to mains gas. This is still generally the cheapest fuel type and isn’t reliant on being delivered by road. You also don’t have to rent/buy a storage tank.
  • LPG: Liquid Petroleum Gas is delivered to your door and stored in a gas tank on the property. Like natural gas, it’s very efficient and when used in tandem with a condensing boiler can save you money on your heating bills.

 

To find out more about how we’re here to solve your emergency breakdowns with our boiler and central heating cover and other types of home emergency cover including plumbing and drainage and home appliances cover contact our friendly team on 0330 09 48 301 or request a call back online and get a free quote in minutes!

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Posted on 28 April 2020

Lockdown Putting Strain On Your Appliances?

Being at home in lockdown due to the Covid-19 outbreak,  inevitably means that your appliances are getting more use than they usually do. From your fridge being opened more than normal, your dishwasher being busier than it’s ever been before, to your microwave being tested to its limits, all these things can affect the lifespan of your appliances.

Have you thought about what you’d do if one of your trusted kitchen appliances broke down during the coronavirus crisis?

At present, the likelihood of having a new appliance delivered is slim due to social distancing guidelines (or you may at least have to wait some time for a delivery slot) and with your household stuck at home for the foreseeable future, even a day without a fridge freezer or an oven becomes a recipe for disaster.

There are things you can do to help your appliances, such as keeping them clean and following the manufacturer’s instructions for best practices when using them, but it’s worth considering Appliance Insurance before the worst happens.

Why take out Appliance Cover?

Appliance Cover from Home Emergency Assist ensures that you’re not without your vital appliances for longer than necessary while you’re waiting for them to be fixed or until you can save enough money to replace them.

A new fridge freezer can range from £200 to £2000 and even a simple repair can cost upwards of £300 when you factor in call-out fees and labour costs.

Washing machines can cost from around £200 to £900 depending on the size and features you select, and repairs can be over £400 with labour included.

With Home Emergency Assist, you can add up to 10 appliances ranging from washing machines and fridge freezers to ovens and extractor fans to ensure all your essential kitchen appliances are covered. You also get a discount for insuring 2 or more appliances with us.

Appliances we can cover

• Freestanding cooker (please note, we cannot cover Aga/Rayburn or other cast-iron range cookers)
• Cooker, Hob, Oven
• Hood or Extractor
• Microwave Oven
• Dishwasher
• Fridge/Freezer
• Refrigerator
• Freezer
• Washing Machine
• Tumble Dryer
• Washer/Dryer
• Wine Cooler

Hints and Tips

In the meantime, here are a couple of things you can do to make sure you’re keeping your appliances at their best.

  • Freezer: while a full freezer works better than an empty one, overfilling it can block air vents, restrict the flow of cold air and overwork the condenser which could lead to burn-out
  • Washing Machine: it may be tempting to fill your machine to the brim (especially if you’re dealing with more washing than normal!) but this puts undue stress on the bearings and can even affect the drum’s alignment
  • Cooker: we know that spills are a part of cooking and by the time you’ve cooked you may not feel like cleaning up but leaving them could damage your heating coil
  • Dishwasher: if you need to wash knives in the dishwasher, keep them in the cutlery basket with the sharp end pointing up. Any nicks in the vinyl coating of the tanks could lead to rust which will stain your dishes

To find out more about our appliance cover and how our other types of cover are here to solve your home emergencies, including plumbing and drains and boiler and central heating cover, contact our friendly team on 0330 09 48 301. You can also request a call back to discuss your requirements or get a free quote online in minutes!

While social distancing guidelines are still in place, we are making every effort to keep both you and our engineers as safe as possible and to prevent the spread of coronavirus. This includes the use of PPE (personal protection equipment), frequent handwashing and you won’t be asked to sign anything. You can find out more about what to expect from an engineer visit on our Covid-19 FAQ page.

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Posted on 10 April 2020

During Coronavirus, what counts as an emergency?

We know that during the Covid-19 crisis, it’s a confusing time for everyone and it’s hard to know what you can and can’t do.

Heating and plumbing repairs have been assigned ‘essential services‘ by the government and therefore are set to continue for the time being during the coronavirus lockdown.

As you can imagine, with engineers going into peoples’ homes, there is the potential for spreading infection and so our teams are working within government guidelines to ensure both you and our engineers always remain safe.

For this reason, we’ve made the decision that we’ll only attend emergency situations while social distancing measures are in place and have suspended all non-essential work and services.

What counts as a heating and/or plumbing emergency?

We’ll send an engineer out in the following circumstances as long as all health and safety guidelines are observed:

  • Full boiler breakdown: resulting in a complete loss of heating and/or hot water
  • Plumbing damage/failure: where internal flooding/water damage is likely
  • Blocked drains: where external blockages (that are within the boundary of your home) are causing visible flooding
  • Loss of toilet facilities: where you do not have access to at least one working toilet

What is classed as non-essential?

If you have ‘Premium’ home emergency cover, you will be insured for non-essential situations as well as emergencies. Unfortunately, at present we will not be able to attend the following:

  • Servicing:  while having your boiler serviced annually  is important, it’s not deemed essential at this time
  • Intermittent faults: where you have an intermittent fault, but it doesn’t result in a complete loss of heating or hot water
  • Partial loss of heat: where individual radiators aren’t working but you have heat in other rooms
  • Dripping taps: this, while we appreciate it’s annoying, is not deemed an emergency
  • Toilet issues where there is an alternative: if you have one toilet which is not working but access to others which are working, this would not be deemed an emergency

How-to guides

We’ve put together a collection of how-to guides to help you fix a variety of common household problems while you’re in lockdown.

However, if you’re not confident or you don’t have the right tools, please be patient and bear with us. Once social distancing rules are relaxed, we’ll aim to get our services back to normal as soon as possible.

If you believe your heating and/or plumbing issue is an emergency, please visit our dedicated FAQ page for contact information and guidelines.

We thank you for your patience in these difficult times and wish you and your family the best of health.

While social distancing guidelines are still in place, we are making every effort to keep both you and our engineers as safe as possible and to prevent the spread of coronavirus. This includes the use of PPE (personal protection equipment), frequent handwashing and you won’t be asked to sign anything. You can find out more about what to expect from an engineer visit on our Covid-19 FAQ page.

  • Join our mailing list

    Sign up with your email address for the latest news, updates and exclusive competitions! (Don't worry - you can unsubscribe at any time)

Get a quote for Complete Home Emergency Cover today!
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