Frequently Asked Questions

General Questions

FAQ Point What is considered an emergency?

An emergency occurs when a sudden and unforeseen situation which, if not dealt with quickly, would make the insured property unsafe, insecure and/or cause damage or further damaged to the insured property.

FAQ Point Am I covered if my house is burgled?

Under the policy we would make your home safe and secure again until a permanent solution could be found by you or your property and/or contents insurance. Please note, home security is not covered under our boiler only policy.

FAQ Point What will happen if my home becomes uninhabitable?

If it has not been possible to resolve your emergency, you would be provided with overnight accommodation up to £250. Please note, overnight accommodation is not included under our boiler only policy.

FAQ Point Isn’t all this covered under my home and contents insurance?

Probably not! Home and contents insurance often does not cover actual emergencies. provides cover to compliment your existing home insurance policy, aiding in emergency situations.

FAQ Point Do you cover house shares, flats or lodgers?

Our superb policy covers various types of properties including flats etc. Please check our full policy terms and conditions here for domestic properties or here for landlords to get the full story.

FAQ Point Do you cover let properties?

We offer a landlord policy which is for domestic landlords only. Retail, commercial, and other premises used for business are not eligible for this cover. We will cover your property which is a house, bungalow, self-contained flat or maisonette that is owned by you and the occupants of the property are named in the tenancy agreement.

FAQ Point When does my policy begin and how long am I covered for?

Your policy start date will be shown on your certificate of insurance. Your policy will be on either an annual basis which continues for a period of twelve months or a monthly renewable basis.

FAQ Point Do you cover Oil and Electric boilers?

No, this policy provides cover for Gas Boilers Only.

FAQ Point Is there an age limit for boilers?

If you have selected Boiler cover, we cover boilers up to 15 years old.

FAQ Point Is an annual service included with my cover?

No, a boiler service is not included as a standard (unless stated otherwise in your policy certificate). Your boiler must be maintained and serviced in accordance with the manufacturers recommendations. Don't worry though, we're happy to help! You can contact us if you need a service as we can arrange one for you at a low cost. Be aware, that lots of other companies tell you to contact them to service your boiler, we call you to make sure it’s all done and dusted. We can help landlords with their CP12 too.
In the event of a claim for boiler breakdown, you will need to provide proof of the service and a valid CP12 certificate for let properties only.

What is Covered for Plumbing Emergencies?

FAQ Point Is my toilet covered?

If plumbing and drainage is included under your selected cover, we will provide assistance for the bursting or sudden leakage of water pipes within your property or failure of or damage to underground drains or sewers. Toilets are also covered under this section if it is the only toilet in the house that is inoperable. Please note, plumbing emergencies are not covered under our Boiler only policy.

FAQ Point Are my taps and shower covered?

We will provide emergency assistance if your taps or shower continue to leak when not in use meaning that internal flooding or water damage is a likely consequence. We do not cover dripping taps or other non-emergency situations. Please note, this type of emergency is not covered under our Boiler only policy.

FAQ Point Is my stopcock covered?

Absolutely, if it is within the property boundaries.

What is Covered Outside?

FAQ Point How is my roof covered?

Our Home Emergency Insurance is not a maintenance product so would not cover situations such as tiles falling off the roof. However, if you experience damage to the roof of the insured property caused by adverse weather conditions or fallen trees, this would be covered under the Complete Cover policy. It is advised to check your policy documents to check which level of cover you purchased. This is a ‘make safe’ policy and for example in this situation a tarpaulin may be used to prevent further damage.

What is Covered Regarding Pests?

FAQ Point What type of Pests are covered?

Our Home Emergency policy assists with an infestation of the following pests: rats, mice, cockroaches, hornets and wasps' nests.


FAQ Point How do I make a claim?

If you hold a domestic policy, please call: 0345 030 5925
If you hold a landlord policy, please call: 0345 030 5926

Our terms and conditions can provide you more information about how to make a claim.
Gas leaks must be immediately notified to the National Gas Emergency Service on 0800 111 999 before calling the claims team.

FAQ Point Is there an excess to pay when claiming?

This depends on what you select when you set up the policy. We offer a £95, £60 or no excess option. There is a minimum compulsory excess of £60 on all claims made within the first 90 days of cover if you have selected no excess.

FAQ Point Are call-out charges, labour and parts included?

This policy has a claims limit of up to £5,000 per year, and up to £2,500 per claim (inclusive of VAT). You can claim up to 3 times a year covering; call outs, parts and labour.

FAQ Point What engineers will be sent to fix my broken boiler?

We will only ever send out fully qualified and Gas Safe registered engineers. We want only the best for you.

FAQ Point What happens if you cannot fix my boiler?

If you have selected Boiler cover, if we deem your boiler unrepairable and it is under 6 years old, we will provide a £500 contribution towards the cost of replacing it so your home will have heating and hot water once again without compromising the quality of your heating system. If your boiler is over 6 years of age and we deem it beyond economical repair, then we will give you a contribution of £250.

If you have a landlord policy and we deem it beyond economical repair, we will give you a contribution of £250.

Please note the boiler replacement contribution does not apply within the first 30 days of your policy start date.

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Get protected against accidental, electrical and mechanical damage from just £1.49 a month.
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PLUS 20% off when you insure 4 or more gadgets on an annual basis.

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