Home Emergency Cover

What does Home Emergency Cover protect you against?

Many home insurance policies carry an excess – the first part of the claim that you pay. Not with Home Emergency Cover*. For just £7.95 per month, we’ll cover you for up to £500 of costs per domestic incident with no excess to pay. We’ll also pay £100 towards any temporary accommodation and travel costs if you have to move out overnight as a result.

If you suffer a domestic emergency, we’ll send out one of our Norwich Union approved professionals to put right what has gone wrong, up to a value of £500 per incident. There’s no excess and no limit to the number of claims you can make in any given 12-month period.

Home Emergency Cover protects you against incidents that may:

• Leave your home unsafe or non-secure for its occupants, or a third party.
• Create a risk of loss of or damage to your home or its contents.
• Leave your home without essential services like water or gas.

* If you submit a claim under your home insurance policy, this will be subject to your standard policy excess.

We will cover you for the following emergencies:

• Sudden and unexpected roofing problems such as leaks or tiles blown off during a storm or bad weather.
• Blockages in toilet waste pipes.
• Plumbing problems related to leaking pipes, blocked drains, water tanks or leaking radiators.
• Failure of your central heating system or boiler.
• Failure of your gas or electricity system within the property.
• Failure of the hot water system.
• Loss of all keys needed to get into your home (excluding garages and outbuildings).
• Broken or damaged windows and doors that are a security risk.  

You can make a claim any time from 29 days after the start date of your policy.

• If there is an emergency we will tell you how to protect yourself and the property.
• We’ll also arrange for an approved contractor to carry out an emergency repair - or a permanent repair if it is a similar price - up to a maximum of £500 per incident (including VAT, call out charges as well as labour, parts and materials).

If you can’t stay in your home overnight because it is uninhabitable as a result of an emergency covered by the policy, we will also arrange and pay up to a total of £100 per incident for:

• Your overnight accommodation.
• Transport to your accommodation, if necessary.

For as long as you keep paying your monthly Home Emergency Cover premium.

We are bound by Financial Services Authority regulations and you have a statutory right to cancel your Home Emergency Cover policy within 14 days from the date you purchased the policy or the day you receive your policy documentation. However, at the start of your policy we extend this period to 28 days because there is a 28-day claims restriction when you first take out the insurance (the 28 day extension does not apply when you renew your policy). If you wish to cancel your policy during this time, you are entitled to a full refund of any premium paid.

To exercise your right to cancel your policy, just phone us on 0845 300 3345, for our joint protection, calls may be recorded and/or monitored.

If you don’t exercise your right to cancel your policy, it will continue in force and you will be required to pay the monthly premium.

For your cancellation rights outside the statutory cooling off period, please refer to the General Conditions section of the Home Emergency cover policy booklet.

It’s easy. Keep your policy documents safe along with the policy number. Just call us on 0845 300 3346 - lines are open 24 hours a day, 365 days a year (calls may be recorded and/or monitored). Please have your policy number handy when you call.

• Give a copy of the policy number and claims contact number to your partner or close family member so they can contact us if you are unable to.
• You can also write to us at Norwich Union Direct, Homeserve Membership Ltd, Freepost WV1849, Walsall , West Midlands , WS2 7BR. Please quote your policy number on all correspondence.