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.
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.
What will happen if my home becomes uninhabitable?
We will provide you with overnight accommodation where it has not been possible to resolve your emergency.
Isn’t all this covered under my home and contents insurance?
Probably not! Home and contents insurance often does not cover actual emergencies. Row.co.uk provides cover to compliment your existing home insurance policy, aiding in emergency situations.
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.
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 30 consecutive days or else claims arising after this period will not be validated.
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.
Do you cover Oil and Electric boilers?
No, this policy provides cover for Gas Boilers Only.
Is there an age limit for boilers?
We cover boilers up to 15 years old. Boilers must have been and continue to be serviced at least once a year in accordance with the manufacturer’s recommendations.
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.
Is my loo covered?
If the only loo/toilet in the house is inoperable then yes, this is covered under the policy.
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.
Is my stopcock covered?
Absolutely, if it is within the property boundaries.
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 type of Pests are covered?
Our policy protects you against rats, mice, hornets and wasps nests from the insured property.
How do I make a claim?
Telephone 01384 884080, and quote your row.co.uk 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 0203 411 9409.
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.
Are call-out charges, labour and parts included?
Definitely! We are amazing. We offer a policy that has a claims limit of up to £5,000 per year and up to
£2,500 per claim and you can claim up to 6 times a year covering call outs, hourly rates and any
replacement parts!!!!!! This price includes VAT.
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.
What happens if you cannot fix my boiler?
If we deem your boiler unrepairable and it is under 6 years old, we will replace your boiler with the a like
for like or a superior model (if we cannot find one similar ) 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 cash settlement of £250.
If you have a landlord policy and we deem it beyond economical repair, we cannot replace it for you
however we will give you a cash settlement of £250.