Claims FAQs
If you're a homeowner with cover for any of the following areas of your home, you can book one of our Home Experts online through your My HomeServe account in a matter of minutes.
Plumbing
If you have flats cover or are a landlord, you can't claim online right now, so the quickest way to get in touch is by giving us a call on 0330 0247 999* -our lines are open 24/7, 365 days a year. If you're a homeowner, you can also use this number to claim if preferred.
If you suspect a gas leak, call the National Gas Emergency Service immediately on 0800 111 999.
Your Terms & Conditions contain full details about what's covered and what's not covered by your policy/ plan.
If you're a homeowner, you can access these in just a few clicks, by logging into your My HomeServe account.
If you have a policy in a joint name or are a landlord, then a member of our Live Chat team is on hand to help you find the information you need.
If you selected an excess policy then you'll need to pay this up front, each time you make a claim.
We accept payment using the following cards; MasterCard, Maestro, Visa or Visa Debit. For full details, please see your Terms & Conditions.
To rearrange your appointment, please log into your My HomeServe account.
If you'd like to cancel your appointment, please use Live Chat to get in touch.
Existing Cover FAQs
If you've received a letter telling you that your Direct Debit has failed, please call us on 0330 0247 002* as soon as you can. Make sure you've got your policy/plan number to hand, so we can help you as quickly as possible. You might also want to contact your bank to understand why the payment has failed.
Yes - to change the way you pay for your policy/plan, give us a call us on 0330 0247 999*. Make sure you've got your new payment details and policy/plan number to hand so we can help you as quickly as possible.
If you're a homeowner, you can update your details through your My HomeServe account.
If your policy is in joint names or you're a landlord, then get in touch with our Live Chat team and they'll be able to make the changes for you.
Whether you're due to move house or have already moved, don't forget to update the address on your policy/ plan.
If you're a homeowner, you can update your details through your My HomeServe account. Your details will be updated within three working days. Alternatively, or if you're a landlord, get in touch with our Live Chat team and they'll take care of this for you.
If you have a gas policy/ plan we'll need to carry out another Boiler Health Check on the boiler in your new home, to make sure it's safe and can be covered.
For all new customers, our first year price is an introductory offer to enable you to experience cover and our service at a reduced cost. When taking out the policy we always give you an indication of what your price will be in the second year, as long as you've not made any claims. Your claims history will always be taken into account when calculating your renewal price.
Every year we assess our prices and these are amended to reflect any changes to business costs and increased investments in our service.
If you'd like to talk to us about your premium our Live Chat team is on hand to help.
If you're a homeowner, you can quickly access your documents by registering or logging into your My HomeServe account.
If you're having trouble, have a policy in a joint name or are a landlord, then get in touch with our Live Chat team, who can send a copy of your documents to you.
To cancel your policy/ plan, please call us on 0330 0247 002*. Make sure you've got your policy/ plan number to hand.
Alternatively, you can get in touch with a member of our Live Chat team, or write to us at the following address. Please remember to include your name, address and the policy/ plan number of the product you'd like to cancel.
Customer Administration Department
HomeServe Membership Limited
Cable Drive
Walsall
WS2 7BN
If you have a Boiler Service included in your policy, we'll contact you each year to arrange this.
In your first year as a HomeServe customer we'll carry out your Boiler Service at the same time as performing your Boiler Health Check. If you're a landlord, this will also include your gas safety inspection.
After this it will usually be carried out sometime between April and September, or for landlords, alongside your gas safety inspection.
If you'd like to rearrange an appointment for a boiler health check or boiler service, please log into your My HomeServe account.
If you'd like to cancel your appointment, please use Live Chat to get in touch.
General FAQs
We’re committed to doing the right thing for vulnerable customers, by looking out for signs, understanding your needs, tailoring the way we do things and treating you as an individual.
That’s why, if you’re living with a disability, have health issues, access needs or find yourself living in challenging circumstances, we’re here to help. All you need to do is give us a call on 0330 024 7079.
By bringing you extra support when you need it, we can make claiming on your policy easier, and ensure the Home Expert that attends your claim understands what they need to do to ensure things run as smoothly as possible.
There are many things that we do to make sure our Home Experts bring you the highest level of service.
If the policy/ plan is no longer needed, we can cancel it for you - simply get in touch with our Live Chat team. All we need is the date that the policy holder passed away and we'll take care of the rest.
Please note, if the policy holder's bank account has been frozen, as long as we've been given details of the beneficiary of the estate, then we'll arrange for a cheque payment to be sent. Otherwise, refunds will be issued to the policy holder's estate. Please allow up to 28 days for refunds to be processed.
Another option, is that we can transfer the policy/ plan to someone else, as long as they're eligible for cover (Terms & Conditions apply). Please note that this policy will only continue until the renewal date. If this is something you'd like to chat to us about, then give us a call on 0330 0247 999*.
If the property is being sold then all policies/ plans will need to be cancelled.
We define an emergency as sudden and unforeseen damage to something in your property that's covered by your policy, which immediately:
An example of an emergency is a water leak, which can't be resolved by turning off the stop tap and where you are unable to temporarily stop the leak from causing further immediate damage within your home. You can find out more information about this in your policy/ plan Terms & Conditions.
Here at HomeServe we always aim to provide our customers with the best possible service, but unfortunately sometimes things can go wrong.
Letting us know when you're unhappy with your experience gives us the opportunity to put things right and make sure that we continue to improve to deliver the best possible service in the future.
The below summarises the six steps of our complaints handling process:
There are 4 easy ways to contact us:
We'll write to you to acknowledge your complaint within 5 working days of receiving it.
We understand how important it is that we resolve this quickly for you, but to ensure we reach a fair outcome, we'll need to carry out a thorough investigation, which can take time. One of our trained Customer Service Advisers will investigate your complaint.
They'll assess the details thoroughly, fairly and impartially in order to reach a decision. To help with their investigations they may need to contact you to ask for additional information.
Our aim is to reach a conclusion within 4 weeks of receiving your complaint, but this will depend on the complexity of your case. If we've not resolved your complaint by this time we'll ensure you're kept updated on the progress of our investigation.
We will always inform you of our decision in a final response letter. This letter will detail all of our findings and the rationale behind our decision. We'll always attempt to inform you of our decision over the phone if possible too.
In the event that your complaint hasn't been resolved within 8 weeks from the date of receipt, we'll provide you with a written update on the progress of our investigation, explaining why we're not yet in a position to provide you with our final response.
At this point we'll also let you know that you have the option to refer your complaint to the Financial Ombudsman Service. We'll send you a booklet which contains further details on the service that they provide.
If 8 weeks have passed since you initially raised your complaint with us, or you're not happy with our final response, you may refer your complaint to the Financial Ombudsman Service.
The Financial Ombudsman Service was set up by law to give most consumers a free, independent service for resolving disputes with financial firms.
Please note that if you've got a complaint you should always contact us first. The Ombudsman will only consider your case once you've attempted to resolve it directly with us first.
You've got a period of 6 months to refer your complaint to the Ombudsman. This starts from the date of the final response letter that we send to you.
Here are the contact details of the Financial Ombudsman Service:
Of course. If you have a HomeServe policy/ plan and need us to speak to someone on your behalf, get in touch with our Live Chat team - they'll be happy to help.
You can do this quickly through your My HomeServe account. Alternatively, speak to a member of our Live Chat team who can update this for you.
Boiler Service
Servicing your boiler regularly could reduce the risk of a breakdown and may help prolong the life of your boiler. This will be completed at the same time as your Boiler Health Check.
Boiler Health Check
Regular servicing may reduce the risk of a breakdown and may also help to prolong the life of your boiler. Your boiler service will be completed at the same time as your Boiler Health Check.
It must be booked or completed within the first 90 days of taking out cover; otherwise your policy may be cancelled/ amended to remove the boiler/system element (if applicable).
To find out more about the differences between a Boiler Service and Boiler Health Check, take a look at our handy guide.
Yes! First of all, check any existing policies you have to make sure your boiler isn't already covered for a repair or replacement. Then give our boiler installation experts a call on 0330 024 7313** or visit homeserveboilers.com. They'll answer any questions you might have and book a free video survey, so we can help you find the right boiler for your home and your budget.
If you're an existing HomeServe customer, we'll also tell you how you can get up to £500 off. Terms & Conditions apply.
** Lines are open Monday to Friday 8am to 6.30pm (except bank holidays), and Saturday 9am to 5.30pm. We are closed on Sundays. Calls to 0330 numbers are charged at the standard rate. Calls may be recorded for quality control and training purposes.
*Calls may be recorded for quality control and training purposes. Calls to 03 numbers will cost you no more than 01 or 02 numbers, charges may vary depending on your network provider. Calls to 03 numbers will be part of inclusive minute plans for landlines and mobiles. Lines are open 8am to 8pm weekdays, 8am to 4pm Saturday and 10am to 4pm Sunday.
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