Household Emergency Cover
What is home emergency cover?
Home emergency insurance provides 24/7 emergency assistance for unexpected issues that need urgent attention at your home. This includes power outages, burst pipes, broken locks or windows that pose a security risk, and more. The cover pays for emergency callouts to qualified tradespeople (like electricians, plumbers, or locksmiths), including labour, parts and materials up to the claim limit.
If you are a landlord please review this separate landlord home emergency page for dedicated cover.
Do I need home emergency cover?
Home emergency insurance is designed to respond quickly to urgent problems that could cause damage, make your home unsafe or uninhabitable, or result in serious discomfort. It works alongside your main home insurance policy. While buildings insurance helps you recover after damage, home emergency aims to stop the damage in the first place.
Home emergency cover levels
All Homeprotect customers receive Basic Home Emergency cover as standard. For greater peace of mind, you can upgrade to Full Home Emergency, which expands the types of emergencies we’ll respond to.
| Feature | Basic Cover (Standard) | Full Cover (Upgrade) |
| Emergency assistance claim limit | £500 per event | £500 per event |
| Unlimited callouts | ✓ | ✓ |
| Hotel accommodation | ✗ | Up to £300 if uninhabitable |
| Plumbing & drainage | ✓ | ✓ |
| Power failure | ✓ | ✓ |
| Toilet failure | ✓ | ✓ |
| Security incidents (e.g. broken locks) | ✓ | ✓ |
| Vermin infestation | ✓ | ✓ |
| Heating system failure | ✗ | ✓ |
| Roof damage (e.g. following a storm) | ✗ | ✓ |
| Cost | Included in policy | £54.99 per year |
To get Full cover, simply select it when buying your quote online or contact us to upgrade. Check our Policy Booklets for full details on each product.
What’s not covered?
Certain scenarios and conditions are not covered under either level of Home Emergency. These include:
- Issues that don’t require immediate repair or don’t create discomfort, health risk or further damage
- Planned or routine maintenance (e.g. boiler servicing)
- Costs that exceed the £500 claim limit per incident (including VAT)
- Emergencies arising within the first 7 days of cover (for Full Cover only, if added separately from main policy)
- Incidents in properties left unoccupied for more than 30 days (unless noted in your policy)
- Repair or replacement of non-domestic appliances or heating systems
- Incidents caused by poor maintenance, wear and tear, or previous recommendations not followed
Full details are listed in your policy documents.
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How to Make a Claim
If you have a home emergency:
- Check your cover level and the type of emergency.
- Call the 24/7 Home Emergency helpline:
- Basic cover: 0808 175 3057
- Full cover: 0808 175 3058
- Or submit online at: homeprotect.co.uk/home-emergency-claims
- ARAG will arrange a qualified tradesperson to assist you.
Please don’t arrange your own repairs. ARAG won’t reimburse any costs unless the work was agreed with us in advance.
For full details of what’s included, please review your policy documents or call our team.
New Customer?
Find out more about our home emergency cover in our booklets below.
Existing Customer?
Your latest policy documents are available to view and download.
Your Questions Answered
Home Emergency cover is provided in partnership with ARAG, a leading specialist insurer.
Yes, if you’ve upgraded to Full Home Emergency. This includes repairs to the main hot-water or central-heating system and connecting pipes. Basic cover does not include boiler repairs.
An insured event must be sudden, unexpected and require immediate action to prevent damage, secure the home, or relieve discomfort or health risk.
No. As long as the incident is covered and within the £500 limit, ARAG will pay the costs directly.
There is no limit to the number of callouts per year. The £500 claim limit applies to each individual incident.
If you have Full Home Emergency cover, we will reimburse up to £300 (including VAT) for hotel accommodation if your home is deemed uninhabitable after an insured event.
No. We can only cover work arranged through our approved provider (ARAG). Please contact the emergency helpline to report a claim.
If the frozen pipe causes a burst or leak that requires urgent attention, we’ll treat it as an emergency under plumbing and drainage cover.
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