Frequently Asked Questions

General Questions

FAQ Point What is considered an emergency?

A sudden and unforeseen situation which, if not dealt with quickly, would in our humble opinion 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 immediately make your home super safe and secure again until a permanent solution could be found by you or your property and/or contents insurance.

FAQ Point What will happen if my home becomes uninhabitable?

We will provide you with alternative accommodation up to the value of £500 (!!!!) in total for overnight accommodation.

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, HMOs, flats or lodgers?

Our superb policy covers all 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 holiday homes or properties abroad?

We cover properties on mainland Great Britain and Northern Ireland. If you do not live at the property you will need to take out our Landlord Home Emergency policy here. Properties must not be empty for more than 60 consecutive days or else claims arising after this period will not be validated.

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

You are covered from the date shown on your policy schedule. The policy will run for a minimum of 12 calendar months.

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?

We cover boilers up to any age. Boilers must have been and continue to be serviced at least once a year in accordance with the manufacturer’s recommendations.

FAQ Point Is an annual service included with my cover?

No but you can contact us if you need a service as we can arrange one for you at a low cost. You must have your boiler serviced annually as a condition of this policy but it does not necessarily need to be by us. BE AWARE, lots of other companies tell you to contact them to service your boiler hoping you’ll forget, we call you to make sure it’s all done and dusted. We can help landlords with their CP12 too.

What is Covered for Plumbing Emergencies?

FAQ Point Is my loo covered?

If the only loo/toilet in the house is inoperable then yes, this is covered under the policy.

FAQ Point Are my taps and shower covered?

We will also provide assistance to fix dripping or seized taps as well as repair leaking overflow pipes as a non-emergency fix.

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. 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 policy protects you against rats, mice, hornets and wasps nests from the insured property.


FAQ Point How do I make a claim?

Telephone 0800 157 1211, and quote your policy number, full name and address including postcode. Our terms and conditions can provide you more information about how to make a claim. If you get stuck at any point please do phone our friendly team as soon as possible on 0844 318 6871.

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, £50 or no excess option.

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

Definitely! We are amazing. We will pay up to the amount specified in your policy schedule (either £1,000, £3,000 or £5,000 as selected by you when you set up the policy) during the policy period covering call outs, hourly rates and any replacement parts. This price includes VAT.

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?

In the unfortunate case we deem your boiler unrepairable, we will replace your boiler (if it’s under 7 years old) with the specification or a superior model if we cannot find one similar so you can get nice and toasty again. If your boiler is over 7 years of age and we deem it beyond economical repair then we will give you a cash settlement of £300.
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Why choose

Get protected against accidental, electrical and mechanical damage from just £1.49 a month.
Optional extras include loss, theft and unauthorised call cover for a further £1 a month.
PLUS 20% off when you insure 4 or more gadgets on an annual basis.

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