Home Emergency: What You Need to Know

Home emergency cover is designed to help when something unexpectedly goes wrong and urgent attention is needed.

When home emergency cover may apply

If your insurer offers home emergency cover, it can provide support when an unexpected issue affects the safety, security or essential functioning of your home. Assistance is usually arranged through an emergency provider linked to your insurer, who will attend and address the immediate issue and prevent it from escalating.

While cover varies by policy, home emergency support often includes:

Failure of essential services such as heating, electricity or water
Burst pipes or sudden plumbing emergencies
Blocked drains causing immediate disruption
Loss of power or lighting
Securing your property following a break-in

The focus is on making your property safe and reducing further damage, rather than completing long-term repair works.

What to do if you need assistance

If you believe your situation falls under home emergency cover, contact us as soon as you can.

During office hours, you can call your personal point of contact or speak directly to our claims team on 01285 885885. We’ll confirm whether home emergency assistance applies under your policy and explain how to access the appropriate service.

If urgent assistance is required outside normal business hours, please contact your insurer directly using the emergency number provided in your policy documents.

What you need to know before you call

When contacting your insurer’s home emergency helpline, it can help to have a few details to hand:

Your policy number
A summary of the problem and when it occurred
Details of any immediate action you’ve taken (e.g. turning off water or power)
Photos, if available (these may be requested later)

Having these details to hand can help avoid delays and ensure the right support is sent promptly.

Not sure which support you need?

If you aren’t sure whether your situation would sit under home emergency cover, get in touch with your usual personal point of contact or speak directly with our claims team.

We’ll make sure you’re directed to the right support.