Home emergency cover

You can add Full Home Emergency cover when you get a quote for home insurance

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Home emergency insurance

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 without mains services, or could cause further damage to your property and contents. 

HomeProtect provides access to a 24/7 emergency helpline 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 unlimited callouts and an increased limit per claim, plus cover for your boiler if it breaks down (depending on its age), and alternative accommodation.

What’s covered by Full Home Emergency?

  • Failure of water, gas or electricity supply

In the event of sudden failure of your domestic power or water supply, a qualified engineer will make repairs.

  • Emergency repairs to boiler

An engineer will inspect and make repairs in the case of sudden boiler failure, except where the water has escaped internally within the boiler.

  • Emergency repairs to heating system

Cover for breakdown of the heating system and its associated fixed indoor pipework.

  • Removal of pests and vermin

Infestation by mice, rats, 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 due to storm

Protecting your home following storms, 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.

For full details, check our policy booklet.


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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  £200  £500 £300  £300  £300  £300  £500 
Total callout limit per year  £600  Unlimited  £1,500  £1,500  £1,500  £1,500  Unlimited 
Access to 24/7 helpline  Yes  Yes  Yes  Yes  Yes  Yes  Yes 
Burst pipes  Yes  Yes  Yes  Yes  Yes  Yes  Yes 
Roof damage  Yes  Yes  Yes  Yes  Yes  Yes  Yes 
Failure of Water/Gas/Electricity  Yes  Yes  Yes  Yes  Yes  Yes  Yes 
Emergency repairs to boiler  No  Yes  Yes  Yes  Yes  Yes  Yes 
Emergency repairs to heating system  No  Yes  Yes  Yes  Yes  Yes  Yes 
Alternative accommodation  No  Yes  Yes  Yes  Yes  Yes  Yes 

*Policies purchased on or after 2nd October 2014 include Basic home emergency cover within the annual premium.


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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 emergency boiler and heating system repairs, you must upgrade to Full Home Emergency cover. Your boiler must be less than 15 years old and be serviced annually.

Is there a limit per claim?

Basic cover provides up to £200 per claim, up to a maximum of £600 per period of insurance. Full cover includes unlimited callouts and has an increased limit per claim. Please refer to the table above for the different cover levels.

Do I have to pay the tradesperson you send?

No, you don't have to pay the tradesperson in most cases. For Basic cover if the cost falls within the £200 policy limit, we will organise payments to the tradesperson on your behalf. If you purchased Full Home Emergency cover, if the cost falls within the £300 or £500 policy limit (depending on property usage, please refer to the table above), we will organise payments to the tradesperson on your behalf.


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