Home emergency cover

A straightforward guide to urgent home cover

Home emergency cover pays for rapid help when something essential in your home suddenly stops working and needs immediate attention to prevent damage, discomfort, or risk. Think failed boilers in winter, burst pipes, power outages due to wiring faults, or a broken front door lock. It is separate from buildings and contents insurance, and its purpose is to arrange quick callouts from approved tradespeople and cover reasonable emergency repair costs up to set limits.

Why consider it now? Claims for home-related damage in the UK have risen, with insurers paying billions each quarter. Many households have limited savings, and emergency callouts can be expensive out of hours. Typical home emergency claim amounts range from around £110 to over £270, while boiler servicing alone can cost £75 to £200 if you arrange it separately. The right policy can reduce stress by handling the logistics and the first part of the bill when the unexpected happens.

This guide explains how cover works, what is usually included or excluded, how excesses and call-out fees affect costs, and the differences between standalone and add-on policies. We will also highlight where home emergency insurance may not be necessary, so you can avoid duplication and spend sensibly. Our goal is simple: clear, factual information so you can judge whether this protection fits your home, budget, and risk tolerance.

Insurance can support you in a crisis, but only when you understand exactly what it covers - and where it does not.

What is typically covered - and how claims work

Most policies focus on urgent issues affecting essential services or security. Common inclusions are boiler and central heating breakdowns, burst pipes, internal plumbing leaks, electrical failure of the home supply, blocked drains, and emergency locksmith services. Many policies include temporary repairs to make your home safe or watertight, then leave any permanent remedial work to you or your main home insurer.

Cover is usually for sudden and unforeseen events. Wear and tear, pre-existing faults, and routine maintenance are commonly excluded. Some providers include an annual boiler service in mid to higher-tier plans, which helps prevent breakdowns and may improve energy efficiency. If boiler servicing is not included, expect to pay separately.

When something goes wrong, you contact the 24-hour helpline. The insurer arranges a contractor, covers the callout and labour up to your limit, and you pay any excess or call-out fee as stated in your policy. For example, a burst pipe on a Sunday night may be covered up to a fixed amount, such as £500 or £1,000 per incident. If costs exceed the limit, you pay the extra or claim separately on buildings insurance if relevant. Add-ons to a home insurance policy can behave similarly, but claim limits and usage patterns can differ.

Standalone emergency policies often see higher usage than add-ons. This can reflect clearer access to emergency services and a focus on responding quickly to crises. It does not mean every scenario is covered, so always check definitions, limits, and waiting periods.

Who might benefit most

Home emergency cover suits UK homeowners who rely heavily on a boiler for heating and hot water, who would find an evening or weekend callout difficult to arrange or fund at short notice, or who want a single helpline to coordinate urgent repairs. Older properties with complex plumbing or electrics, and homes in areas prone to weather-related issues, may particularly value the convenience and fast access to vetted tradespeople.

If you have robust savings, easy access to trusted trades, or an existing service contract that already covers emergencies and annual servicing, you may decide separate cover is unnecessary. Renters should check whether their landlord already provides emergency assistance. Always review your buildings and contents policy to avoid overlap and ensure you are not paying for duplicate support.

Choosing your level of protection

1. Basic
   • Covers essential emergencies only, such as boiler breakdowns, burst pipes, and electrical failure.
   • Lower annual price with a higher excess or call-out fee.
   • Often excludes annual boiler servicing and may have lower claim limits per incident.
2. Standard
   • Broader protection, potentially including drains, roof damage to make safe, and security issues such as locks or glazing.
   • Mid-range pricing with moderate excess options.
   • May offer optional annual boiler service and higher per-claim and annual limits.
3. Premium
   • Comprehensive cover for multiple systems, higher claim limits, and priority response.
   • Often includes annual boiler servicing and sometimes temporary alternative heating.
   • Lower or zero excess options available, typically at a higher premium.
4. Optional add-ons
   • Boiler service plan if not included.
   • Pest infestation assistance.
   • External drains or water supply pipe cover.
   • Additional appliances or smart heating controls support.

Tip: Compare limit per claim, annual claim caps, parts and labour rules, and whether call-out fees apply on each claim.

Costs, pricing, and what drives premiums

Pricing varies by property age and condition, local risk factors, and your selected limits and excess. Higher limits and zero excess tend to cost more but reduce surprise out-of-pocket expenses when you claim.

Who can apply and common checks

Most UK homeowners can apply, including those with freehold houses and leasehold flats. Insurers usually ask about your boiler type and age, recent breakdowns, and any known faults. They may set maximum ages for boilers or require that it passes an initial health check. You must confirm the home is occupied and well maintained, with safe access for engineers.

Common reasons for decline include existing faults, neglected maintenance, unsafe installations, or properties undergoing major renovation. Some policies exclude certain fuel types or non-standard systems. You may need to provide proof of previous servicing, evidence of ownership, and accurate contact details so emergency engineers can reach you quickly. Always be honest in your declarations to avoid claim issues later.

From quote to claim - a simple path

1. Get an online quote with your property and boiler details.
2. Choose a cover level, claim limits, and your preferred excess.
3. Add optional extras such as boiler service if needed.
4. Review key exclusions and any waiting period before cover starts.
5. Purchase the policy and save your documents and helpline number.
6. Maintain appliances and keep service records up to date.
7. In an emergency, call the 24-hour helpline straight away.
8. Pay any agreed excess or call-out fee and keep receipts.

Benefits and drawbacks you should weigh

Key checks before you buy

Read the policy wording carefully. Confirm what counts as an emergency, the claim limit per incident, and any annual cap. Check the excess or call-out fee and whether it applies on every claim. Look for waiting periods at the start of cover or after upgrades. Review boiler and system age limits, servicing requirements, and any need for a health check. Note whether permanent repairs are covered or if the policy funds only temporary fixes. Pay close attention to renewal terms and potential price changes after the first year.

Alternatives and related options

1. Boiler service contract - for routine maintenance and annual servicing without broader home emergency features.
2. Buildings and contents insurance - for major damage and losses; may offer emergency add-ons.
3. Self-insurance via savings - suitable if you have funds and trusted trades.
4. Manufacturer or installer warranty - useful for newer boilers or systems under guarantee.
5. Homecare maintenance plans - broader appliance care where emergencies are a secondary benefit.

Frequently asked questions

Q: Is home emergency cover the same as home insurance? A: No. Home emergency cover focuses on urgent callouts and immediate repairs to make your home safe or habitable. Buildings and contents insurance cover larger losses and permanent repairs.

Q: Are boilers of any age covered? A: Many policies set maximum boiler ages or require a working, well-maintained unit. Older or unsafe systems may be excluded or need a health check before cover starts. Always check the age limits.

Q: What excess or call-out fees should I expect? A: UK providers commonly offer excess or call-out options from £0 to around £99. Lower fees generally mean a higher premium. Confirm if the fee is charged per claim.

Q: Do policies include annual boiler servicing? A: Some mid to premium plans include an annual service, which can cost £75 to £200 if purchased separately. Basic plans often exclude servicing.

Q: How much do claims usually cost? A: Typical home emergency claim amounts often range from about £110 to over £270, depending on policy type and the nature of the repair. Limits per incident still apply.

Q: Is a standalone policy better than an add-on? A: Standalone policies are often used more frequently and may provide clearer access to emergency help. Add-ons can be convenient if you prefer a single insurer. Compare limits and access terms.

Q: What if the repair exceeds my claim limit? A: The policy usually covers costs up to the stated limit. You pay the remainder or consider a separate claim under buildings insurance if the damage is covered there.

What to do next

Take a moment to list the systems you rely on and what you already have covered. Compare a few UK policies by limits, excess, included servicing, and waiting periods. Pick the option that fits your budget and risk, then keep the emergency helpline number handy.

Important note

This guide is general information, not personal financial advice. Features, limits, and exclusions vary by insurer. Always read the policy documents, key facts, and terms carefully before buying to ensure the cover suits your needs.