What is home emergency cover?
Home emergency cover is provided for a sudden unexpected event at your property, which if not dealt with immediately, presents a risk to your health, leaves your property unsafe, insecure or could cause further damage.
HomeProtect provides access to a 24/7 emergency claims line and is designed to insure against incidents like leaking pipes. Repairs will be carried out to resolve the emergency but may need to be supplemented by a permanent repair.
For more comprehensive cover, you can upgrade to Full cover which includes cover for your boiler if it breaks down, hotel accommodation for the night if your property is uninhabitable following an emergency and lost keys if you lose the only set of keys to the property and cannot gain access.
What’s covered by Full Home Emergency?
- Failure of domestic power supply (gas or electricity)
In the event of sudden failure of your domestic power supply (gas or electricity), a qualified engineer will make repairs.
- Emergency repairs to boiler
An engineer will inspect and make repairs in the case of sudden failure of your boiler / main heating heating system, except where it cannot be repaired or is beyond economic repair.
- Removal of pests and vermin
Infestation by mice, rats, grey squirrels, wasps and hornets in the home is covered. Protected species like bees cannot be removed.
- Securing external windows, doors and locks
If your home security is at risk, a certified tradesman will make emergency repairs to ensure that your safety is not compromised.
- Roof damage
Protecting your home following roof damage (e.g. caused by a storm), where damage can cause further internal damage to your property.
- Overnight accommodation
Overnight accommodation should your property become uninhabitable.
- Leaking pipes, water tanks and toilets
Emergency repairs for burst pipes and leaking drainage system. If the only toilet is unusable, emergency assistance will be provided.
More details can be found in our Insurance Product Information Document (IPID).
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What to do if you have a home emergency:
Step 1: Keep calm and get to a place of safety if necessary.
Step 2: Locate your home insurance documents. With these, you can confirm your policy number. You will need this to start your claim.
Step 3: Call the 24/7 claims line – 0330 660 0660.
Do I need home emergency insurance?
First, check whether you already have home emergency cover. Some banks and home insurance companies provide a basic level of cover as standard, like HomeProtect.
Make sure that you are happy with the level of cover provided. Read the small print because some policies require regular servicing to be up to date to cover the cost of your claim.
HomeProtect cover levels may vary depending on your circumstances. Please refer to the table below or use the downloadable PDF document.
|Cover Levels||Basic||Owner Occupied||Holiday Home||B&B||Unoccupied||Weekend/ Weekday||Landlord|
|Cost per month||n/a*||£4.17||£4.17||£4.17||£4.17||£4.17||£5.00|
|Limit per callout||£500||£500||£500||£500||£500||£500||£500|
|Total callout limit per year||Unlimited||Unlimited||Unlimited||Unlimited||Unlimited||Unlimited||Unlimited|
|Access to 24/7 claims line||Yes||Yes||Yes||Yes||Yes||Yes||Yes|
|Failure of gas or electricity||Yes||Yes||Yes||Yes||Yes||Yes||Yes|
|Emergency repairs to boiler||No||Yes||Yes||Yes||Yes||Yes||Yes|
|Toilet damage / failure (of the only unit)||Yes||Yes||Yes||Yes||Yes||Yes||Yes|
|Lock failure (external doors or windows)||Yes||Yes||Yes||Yes||Yes||Yes||Yes|
|Lost Keys (only available set)||No||No||Yes||Yes||Yes||Yes||Yes|
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Home emergency cover FAQs
How do I make a claim?
Phone the Claims team as soon as possible on 0330 660 0660. Have your policy number to hand, and details of the loss or damage you have experienced.
Is my boiler covered?
Basic Home Emergency cover, which is included as standard in a HomeProtect policy, does not include boilers. For boiler cover and emergency boiler and heating system repairs, you must upgrade to Full Home Emergency cover. Your boiler must be serviced according to manufacturer's guidelines
Is there a limit per claim?
For both Basic and Full products there is a limit of £500 (including VAT) for the call-out charge, labour costs, parts and materials for each insured incident following an Emergency.
Do I have to pay the tradesperson you send?
No, you don't have to pay the tradesperson. Our home emergency provider - DAS - will arrange and pay for a contractor to take action to resolve the Emergency. The action taken will depend on what would be fair and reasonable in the circumstances and will be either to:
- Carry out a temporary repair (or a permanent repair if this is no more expensive); or
- Take other action, such as isolating a leaking component
What qualifies as a home emergency?
The sudden or unexpected occurrence of an insured incident during the Period of Insurance, which necessitates immediate corrective action to:
- Prevent damage or further damage to your home;
- Make your home secure; or
- Relieve unreasonable discomfort, risk or difficulty to you and your family
Who do I call in the case of a home emergency?
In the event of a Home Emergency – please call our 24/7 claims line. Contact us here.
Why isn’t wear and tear covered by home emergency?
Home Emergency cover is intended to deal with issues requiring immediate attention, therefore wear and tear is not covered under the Home Emergency product.
How soon do I need to call to request a home emergency callout?
Contact the assistance helpline as soon as possible (and within 48 hours) after a home emergency covered by this policy. Ensure somebody aged 18 or over is at the insured property when the approved contractor arrives
How many callouts can I request in a year?
There is no limit to the number of claims you make per year on either our Basic or Full products.
What happens if I can’t live in my property because of an emergency?
If your home remains uninhabitable overnight following an insured incident, we will pay upto £100 for hotel accommodation. The decision on whether your home is uninhabitable will take into account whether it would be fair and reasonable to remain in your home.
The main HomeProtect policy will cover either loss of rent (if your property is let to tenants) or the cost of the alternative accommodation for yourself and other residents if your home is unhabitable for prolonged periods.
Please check your Policy Booklet for the maximum amount you can claim for.
Can I use my own plumber, builder or electrician to repair the fault/damage?
No. Please do not arrange for a contractor yourself, as this will not be covered. When you have provided details of your claim to our home emergency provider - DAS - and they have accepted it, DAS will arrange for one of their approved contractors to help you as quickly as possible. DAS will tell you what to do next.
Is ‘trace and access’ covered?
‘Trace and access’ is the process of finding the source of a water or gas leak coming from a concealed pipe. HomeProtect policies protect you against trace and access costs where the leak is a result of a risk that we cover.
What does the included “Basic Home Emergency” cover?
Included as standard and provides 24/7 emergency assistance. We will arrange and pay (up to £500) for an approved contractor to: prevent damage or further damage to the insured property, make the insured property secure or relieve unreasonable discomfort, risk or difficulty. The following circumstances are covered:
- Roof damage (where internal damage has been caused or is likely)
- Plumbing and drainage (i.e. damage to or blockage, breakage or leaking of the drains or plumbing system (that you are responsible for)
- Power supply (failure of the domestic electricity or gas supply)
- Toilet unit (damage to or mechanical failure of a toilet bowl or cistern that results in complete loss of function of the only toilet - or all toilets - in the property)
- Home security (damage to, or failure of, external doors, windows or locks which leaves the property insecure)
- Vermin (the sudden infestation of vermin in the insured property which prevents the use of the lofts or one or more rooms)
More details can be found in our Insurance Product Information Document (IPID).
What do I do if my pipes freeze?
- Turn off the stop-cock by rotating it clockwise until it is completely closed.
- Switch off your heating systems as soon as possible.
- Drain excess water from the system. You do this by turning on all the taps and flushing toilets multiple times, until the water stops coming through.
- If anything electrical has been affected by the flood, turn off the mains electricity immediately before approaching the wet area. If the flooding is near the mains switch then seek professional assistance and do not approach it.
- Check for bulges in the ceilings of rooms beneath the burst pipe, indicating trapped water. Place a bucket underneath the bulge and puncture it to control the drain.
- If the pipes require defrosting you should either thaw the pipes gently with a hair-dryer, or seek professional advice if required. Do not attempt to thaw pipes with the central heating as this can make things worse.
- Once the initial crisis is under control, you should contact us if you need to start a claim. Please check your Policy Schedule to remind yourself of the insurance underwriter and call our Claims hotline 0330 660 0660 to start the process.
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