Insurance FAQs
Most leading home insurance policies don't cover home emergencies as standard (though they may cover any resulting damage). It is advisable that you check with your current home insurance provider to make sure you're not taking out unnecessary cover.
Home emergency insurance policies arranged through HomeServe are designed to take care of this need with fast response from approved tradesmen.
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All homeowners are eligible to apply unless your property is:
- Used for commercial purposes
- A mobile home
- A bedsit
- In multiple-occupancy
- A flat (unless stated on the cover)
For the specifics of each cover, please refer to the policy terms and conditions.
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Council tenants
Council tenants won't need any home emergency insurance because the Council is responsible for repairs.
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Private tenants
Before a private tenant applies, they should check with their landlord what repairs they're responsible for.
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Landlords
As with homeowners, landlords are eligible to apply for our landlords insurance policies.
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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.
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We offer a range of home emergency insurance covering:
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Your home emergency insurance policy is usually 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 home emergency insurance you have. If you're renewing your policy, no such exclusion periods apply. Please refer to your policy terms and conditions for specific details relating to your 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 in the Summary of Cover and Terms and Conditions of each policy.
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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A Direct Debit mandate is the form you complete to set up a Direct Debit agreement. This gives a company the authority to take money from your bank account.
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Please contact us on 0800 24 7 999.
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Yes, you can make changes to your payment arrangements. Please phone us on 0800 24 7 999 to arrange this. To help us deal with your call quickly, please make sure you have your policy number and new payment details at hand.
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Please contact us on 0800 24 7 999 or email us your new details (please include your policy number).
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To make sure your policy remains active and covers you at your new home just call us on 0800 24 7 999 – no need to write to us or fill out a form. We'll take your new details then contact you over the phone once you've moved to confirm that your existing policy is suitable for your new home.
We could also help make your move easier. Our tradesmen are reliable and local – so if you need a plumber, drainage engineer, electrician, locksmith or an appliance technician, why not give us a call? If you're planning some DIY work, take a look at our DIY help and advice, which is packed full of videos and articles that show you how the professionals tackle things.
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For a copy of your Terms & Conditions or your Summary of Cover, please contact us on 0800 24 7 999 and we'll arrange for a new one to be sent out to you. Alternatively, send us an email and we'll post you a new set of documents as soon as possible. If you know your policy number, please include it in your email - this will make it easier for us to locate your policy details.
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This is usually either 14 or 28 days, but you should check the type of home emergency insurance you have. Claim exclusion periods are clearly stated in your Policy Schedule.
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First, check that your problem is covered by your policy by checking your Terms & Conditions and Summary of Cover documents. To make a hassle-free claim, please follow these steps:
- Call 0800 24 7 999. Lines are open 24/7 for your convenience
- Have your policy number ready; it's always on the top of our letters to you
- Explain the issue to our claims personnel
We'll 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'll contact you after the job has been completed to get your feedback and make sure you're happy.
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When making a claim it's important that you call our claims department on 0800 24 7 999 as soon as possible to report the problem.
At the point of making a claim, your claim handler will ask some necessary questions to establish the location and severity of the issue and will dispatch an engineer accordingly. To ensure we have full and accurate information these questions must be discussed by phone.
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Please refer to your policy documents for information about whether an excess applies to your policy. If you can't find this information please call us 0800 24 7 999 for help.
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Please see the specific terms and conditions that relate to your cover.
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An emergency is defined as sudden and unforeseen damage which immediately:
- Exposes you to a risk to your health
- Creates a risk of loss of or damage to your home
- Makes the building uninhabitable
You can find the definition specific to your home emergency insurance in your policy terms and conditions.
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If an incident has occurred that isn't covered by your policy you can still find a fast, affordable fix using our approved local tradesmen. See the repairs section of our site for more details about this service.
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We've researched average repair costs for a wide range of emergencies to make sure our policies offer more-than-adequate claims limits. In the unlikely event your repair cost exceeds your claims limit you'll be expected to pay the difference.
For example, if you have a £4,000 claim limit on your policy and the repair cost totals £4,200 you would need to contribute £200 towards the claim.
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It's easy to renew a policy; you don't even have to fill out a form.
Direct debit customers: Your policy will renew automatically. But we'll send you your new policy documentation 28 days before the renewal date to give you time to decide whether the policy is still right for you.
Credit or debit card customers: Simply call 0800 24 7 999 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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An expired policy can be re-instated up to 28 days after the expiry date. If you want to re-instate your policy and are still within this 28-day period, please call us on 088 24 7 999 and an advisor will assist you.
If the 28-day period has passed – and you still want insurance through us – you'll need to take out a new policy. Please be aware that you will have to go through the standard no-claim period in the first year before you can claim. See the home emergency insurance section of our website for a list of the protection we can arrange for your home.
Please note that you can't claim under an expired policy; however, you can still find a fast, affordable fix using our approved local tradesmen. See the repair section of our site for more details about this service.
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Please call us on 0800 24 7 999 or return your policy documents if within the cancellation period.
Alternatively, email us (please include your policy number) and you will receive confirmation of the cancellation through the post to your home address.
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HomeServe make it easy for landlords to meet their legal obligations with a range of landlords' insurance policies designed specifically to look after their rental properties. If you need help finding a suitable policy please call us on 0800 24 7 999 and an advisor will happily assist.
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