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Home Emergency Service
From a burst pipe to a broken boiler
Who can you turn to for help in your hour of need? Relax, as a Black Account customer, we’ll put you in safe hands and cover your repairs up to £750.
You’re automatically covered for this benefit
You don’t need to register for this benefit –and if you own a second home in the UK, that’s covered as well – double protection.
Benefit highlights
- 24-hour helpline - emergencies don’t worry about when they happen, and now you don’t need to either.
- Covers two homes – your main residence and any second home you own in the UK.
- Approved repairers - finding someone you can count on can be a challenge, but we’ve taken care of that.
- Cover up to £750 - per call-out for parts and labour including VAT.
What isn't covered?
There are some important exclusions to your cover. For example, you will not be covered for:
- External water supply pipes.
- Boilers over 10 years old, or with an output over 75kw.
- Any emergency if your home has been unoccupied for more than 60 consecutive days.
- Detached garages and outbuildings.
- Homes in Northern Ireland, the Channel Islands, the Scilly Isles and the Isle of Man.
It’s important to remember that this isn’t a household buildings or contents insurance policy – or an equipment maintenance contract.
That’s why it's recommended you have a building insurance policy covering your home, and a contents insurance policy covering your possessions.
If you need help from our Home Emergency Service, call 0845 266 8801. Minicom 08456 00 05 12. Calls may be recorded. Lines are open 24/7.
Q. What kind of event would be considered to be an emergency?
A. An emergency means an incident in the home, which, if it’s not dealt with quickly, will:
- Make the home unsafe or insecure.
- Cause damage to the home and its contents.
- Leave the home with a total loss of its main source of heating, lighting or hot or cold water.
Q. What homes are covered?
A. To be covered the home must be owned by you and be your permanent, or secondary, private place of residence. Detached garages and outbuildings are not covered. Your home can be in the United Kingdom or the Isle of Wight. Homes in Northern Ireland, the Channel Islands, the Scilly Isles and the Isle of Man are excluded.
back to topQ. What if some of my personal items – such as clothes or a television – are damaged by the incident, will you replace them?
A. No. If appropriate, we will replace or repair the item or appliance which caused the damage but you may be able to claim for the loss or damage to any personal possessions under your household content insurance.
