Home Cover FAQ

How do I make a claim?

First, check that your problem is covered by your policy in its Terms & Conditions and Summary of Cover. These can be found in your policy documents, as well as on the policy web page under Home Cover. To make a hassle free claim, please follow these steps:

  1. Call 0800 783 0951. Lines are open 24/7 for your convenience
  2. Have your policy number ready; it's always on the top of our letters to you
  3. Explain the issue to our claims personnel

We 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 we will contact you after the job has been completed to get your feedback and make sure you're happy.

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What is the definition of an emergency?

An emergency is defined in the policy Terms & Conditions as a sudden and unforeseen damage which immediately:

  1. exposes you to a risk to your health; or
  2. creates a risk of loss of or damage to your home; or
  3. 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 Cover in our Terms & Conditions.

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What happens to my Home Cover if I move home?

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 us know you're moving with a quick phone call to 0800 783 0951 - no need to write to us or fill out a form. When you call us we'll arrange a time to contact you to confirm that you've moved and that your cover is suitable for the new property.

We may also be able to help make the move easy too. Our tradesman are reliable and local to you - see Locksmiths, Carpet Cleaners and Plumbers for a start, or for a full list see Home Jobs. If you need to do DIY work, try our Home Advice for articles and videos showing you how the professionals tackle things.

† Subject to suitability

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What are the eligibility criteria for Home Cover?

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 or 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 cover because the Council is responsible for repairs.

Private Tenants: before you apply, check what repairs you're responsible for with your landlord.

Landlords: as with homeowners, you are eligible to apply for Home Cover that has been created specifically for Landlord's.

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What is the Home Cover contract length?

Your Home Cover policy 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 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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How do I renew my Home Cover?

It's easy to renew a 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. We normally write to you 21 days prior to your renewal date.

Credit or Debit Card customers: simply call 0800 694 7300 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
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What Home Cover options are there for landlords?

Under the law, landlords must ensure that gas appliances are serviced according to manufacturer's instructions by an engineer registered with the Gas Safe Register* every year. This is known as a CP12 Inspection. All landlords must keep the Landlord CP12 Safety Certificates issued by the engineer for two years and provide copies to their tenants. HomeServe make it easy for landlords to meet their obligations with Landlord's Heating & Gas Cover. We also offer Landlord's Plumbing & Drainage Cover.

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What happens when my Home Cover has lapsed/expired?

You will be unable to claim under a lapsed policy, However you can still find a fast, affordable fix using our local tradesmen - see Home Jobs for a list of our approved professionals. If you want to take out a new policy with us, be advised this means you'll have to go through the standard no claim period in the first year before you can claim. See Home Cover for a list of the protection we can arrange for your home.

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What is the difference between home emergency insurance and home insurance?

Home emergency insurance cover is highly recommended if you're a homeowner. 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. Home emergency insurance policies arranged by HomeServe are designed to take care of this need with fast response from qualified tradesmen and no extra to pay within cover limits.

Most leading home insurance policies as standard don't cover home emergencies. Some cover the damage caused by it. 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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What types of Home Cover does HomeServe arrange?

The types of Home Cover that HomeServe arrange are:

  • Plumbing & Drains
  • Boilers & Central Heating
  • Electrical Emergencies & Breakdown
  • Kitchen Appliances
  • Pest Contamination
  • Landlord's
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How can I check what is included or excluded in my Home Cover?

Please see the specific Terms & Conditions that relate to your cover.

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I've lost my paperwork. How do I request a reprint?

Terms & Conditions of your specific cover are found on our website. For a Summary of Cover or any other paperwork, please contact us on 0800 073 0951.

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I need to change my name. How do I do this?

Please contact us on 0800 073 0951.

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My Direct Debit has failed. How do I inform you of the correct details?

Please contact us on 0800 073 0951.

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There are payments on my bank statement for HomeServe but how do I know which cover it's for?

All of our current prices for Home Cover are listed on our website. If you'd like to discuss your specific cover, simply call us on 0800 073 0951.

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How do I remove myself from your mailings or phone calls?

Please contact us on 0800 073 0951.

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How do I cancel my Home Cover?

Please contact us on 0800 073 0951.

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How long am I excluded from making a claim? Is there a claim exclusion period?

This is usually either 14 or 28 days but you should check the type of Home Cover you have. Claim exclusion periods are clearly stated in the policy Terms & Conditions and in the policy Summary of Cover of the Home Cover you have.

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What is Effective Cost of Cover?

All policies do not normally allow new customers to claim in the first 14 or 28 days (please see individual Summary of Covers for each policy for further details). This is to prevent claims for previously known problems which in turn helps us to keep the annual cost of the policy as low as possible.

The normal price quoted is for a full year but when we take off the initial no claim period in the first year you get either 11 or 11½ months cover. The ECC is therefore the monthly price for the period over which you can claim. It is calculated by dividing the annual premium by either 11 or 11½ months based depending on the specific no claim period.

The no claim period is only applicable to the first year of cover.

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*From 1 April 2009 Gas Safe Register™ is the new name and official stamp for gas safety in Great Britain and will replace the CORGI gas register.

 

Calls may be monitored and recorded for training purposes.