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.
In the event of sudden failure of your domestic power supply (gas or electricity), a qualified engineer will make repairs.
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.
Infestation by mice, rats, grey squirrels, wasps and hornets in the home is covered. Protected species like bees cannot be removed.
If your home security is at risk, a certified tradesman will make emergency repairs to ensure that your safety is not compromised.
Protecting your home following roof damage (e.g. caused by a storm), where damage can cause further internal damage to your property.
Overnight accommodation should your property become uninhabitable.
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).
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.
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 |
Burst pipes | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
Roof damage | 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 |
Alternative accommodation | No | 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 |
Vermin infestation | Yes | Yes | Yes | Yes | Yes | Yes | Yes |
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.
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
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.
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:
The sudden or unexpected occurrence of an insured incident during the Period of Insurance, which necessitates immediate corrective action to:
In the event of a Home Emergency – please call our 24/7 claims line. Contact us here.
Home Emergency cover is intended to deal with issues requiring immediate attention, therefore wear and tear is not covered under the Home Emergency product.
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
There is no limit to the number of claims you make per year on either our Basic or Full products.
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.
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.
‘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.
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:
More details can be found in our Insurance Product Information Document (IPID).