How do I make a claim?
What is the definition of an emergency?
What happens to my home emergency cover if I move home?
What are the eligibility criteria for home emergency cover?
What is the home emergency cover contract length?
How do I renew my home emergency cover?
What happens when my home emergency cover has lapsed/expired?
What is the difference between home emergency insurance and home insurance?
What types of home emergency cover does HomeServe arrange?
How can I check what is included or excluded in my home emergency cover?
I've lost my paperwork. How do I request a reprint?
I need to change my name. How do I do this?
My Direct Debit has failed. How do I inform you of the correct details?
There are payments on my bank statement for HomeServe but how do I know which cover it's for?
How do I remove myself from your mailings or phone calls?
How do I cancel my home emergency cover?
How long am I excluded from making a claim? Is there a claim exclusion period?
What is Effective Cost of Cover?
First, check that your problem is covered by your policy in the Terms & Conditions and the Summary of Cover. These can be found in your policy documents, as well as on the policy web page under home emergency cover. To make a hassle free claim, please follow these steps:
- Call 0800 694 4172. Lines are open 24/7 for your convenience. Calls may be recorded for quality control and training purposes.
- Have your policy number ready; it's always on the top of our letters to you
- Explain the issue to the claims personnel
HomeServe will then process your claim and book the relevant tradesman. Remember there are no claim forms to be filled out, you'll just need to sign to say you're happy when the work is complete. In most cases HomeServe will contact you after the job has been completed to get your feedback and make sure you're happy.
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An emergency is defined in the policy Terms & Conditions as a sudden and unforeseen damage which immediately:
- exposes you to a risk to your health; or
- creates a risk of loss of or damage to your home; or
- makes the building uninhabitable
An example of an uncontrollable emergency is a water leak which can't be resolved by turning off the stop cock. You can find the definition specific to your home emergency cover in the Terms & Conditions.
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Moving house is one of life's most stressful events but we aim to remove some of the trouble. We make it easy for you to tell us when you move so we can ensure your policy remains active and covers you at your new home†.
To make sure you stay covered when you move, it's as simple as letting HomeServe know you're moving with a quick phone call to 0800 694 4172 - no need to write or fill out a form. When you call HomeServe they'll arrange a time to contact you to confirm that you've moved and that your cover is suitable for the new property.
† Subject to suitability
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All homeowners are eligible to apply unless your property is:
- used for commercial purposes
- a mobile home
- a bed-sit
- in multiple-occupancy
- a flat (unless stated on the cover)
For the specifics of each cover, please refer to the policy Terms & Conditions.
Housing Association Co-owners: if you've part bought your home in conjunction with a Housing Association, you're eligible to apply for policies, although we advise you to double check your responsibilities for the property.
Council Tenants: you will not need any home emergency cover because the Council is responsible for repairs.
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Your home emergency cover is for a 12 month period. Please note that there is a 14 or 28 day period before you can make a claim, depending on the type of your home emergency cover. If you're renewing your policy, no such periods apply. Please refer to policy Terms & Conditions for specific details relating to your cover.
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It's easy to renew your cover, you don't even have to fill out a form:
Direct Debit customers: your policy will renew automatically, there's no need to do anything. HomeServe normally write to you 21 days prior to your renewal date.
Credit or Debit Card customers: simply call 0800 694 4172 ^ and do the following:
- Select 'Policy Renewal' from the menu options
- Confirm your details (you'll find these on our letters to you)
- Provide your payment details
- Confirm your personal policy information, which will include future payment details
- ^ Lines Open: Mon-Fri: 8am-8pm, Saturday 8am-4pm, Sunday 10am - 4pm. Calls may be recorded for quality control and training purposes.
You will be unable to claim under a lapsed policy. If you want to take out a new policy with HomeServe, be advised this means you'll have to go through the standard exclusion period in the first year before you can claim. See home emergency cover for a list of the protection we can arrange for your home.
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Your home is often your biggest investment, but looking after it can hit the pocket hard, especially when sudden repairs are needed. If you're stuck without water, heat or electricity in the middle of the night or on a bank holiday, it can also be hard to find a reliable and affordable tradesman. Domestic home emergency insurance policies arranged by HomeServe are designed to take care of this need with fast response from approved tradesmen and no extra to pay within cover limits.
It is advisable that you check with your current home insurance provider to make sure you're not taking unnecessary cover.
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The types of Home Emergency Cover that HomeServe arrange are:
- Plumbing & Drainage
- Boilers & Central Heating
- Electrical Emergencies & Breakdown
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Please see the specific Terms & Conditions that relate to your cover.
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Terms & Conditions of your specific cover are found on our website. For a Summary of Cover or any other paperwork, please contact HomeServe on 0800 694 4172.
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Please contact HomeServe on 0800 694 4172.
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Please contact HomeServe on 0800 694 4172.
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All of the current prices for home emergency cover are listed on our website. If you'd like to discuss your specific cover, simply call HomeServe on 0800 694 4172.
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Please contact HomeServe on 0800 694 4172.
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Please contact HomeServe on 0800 694 4172.
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This is usually either 14 or 28 days but you should check the type of home emergency cover you have. Claim exclusion periods are clearly stated in the policy Terms & Conditions and in the Summary of Cover of the policy you have and only applies for the first year of cover.
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Your policy starts the day your application is processed. To prevent claims on pre-existing problems and to keep premiums low, there's an initial period of 14 or 28 days where you'll not be covered, giving you either 11 or 11 and a half months' cover in your first year. The actual period applying to the policy is detailed above and in the Summary of Cover and Terms and Conditions.
The Effective Cost of Cover is, therefore, the monthly price for the period over which you can claim in your first year. It is calculated by dividing the annual premium by either 11 or 11 and half months, depending on the specific no-claim period.
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