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Everything about your cover, claims and payments, in plain English. Pick a topic to jump straight to it.
Making one, what happens next, engineers and excess.
Log in to My Account, choose Make a claim and tell us what's gone wrong. It takes a couple of minutes and works 24 hours a day, so there's no need to wait for our lines to open. You'll get a confirmation straight away.
If you can't get online, call 0800 652 7111, Monday to Friday, 9am to 5pm.
If you smell gas, leave the property and call the National Gas Emergency Service straight away on 0800 111 999.
You'll get a confirmation straight away, then our team checks the details against your plan. Depending on the fault, we may be able to sort it with you there and then (re-pressurising a boiler, say), and we'll call you if we need to.
Once it's ready to book, we assign an engineer near you and confirm the visit. We keep you updated by text and email at every step, and you can message us from My Account if you want to check anything.
It depends on the problem. On boiler and home emergency plans, for a big problem like a leak you can't stop, we aim to have someone with you within 2 to 4 hours. For everything else, if you claim before 9am we aim to sort it the same day; after that, within 24 hours.
If you've told us you're vulnerable, we'll always try to speed things up and aim to be there within 2 hours.
For appliance claims, we confirm the visit date with you as soon as the engineer is assigned.
On boiler and home emergency plans, your excess is the call-out fee you chose when you took out your cover: £0, £60 or £95. It's paid once for each completed repair. If no repair is carried out there's nothing to pay, and there's never a call-out fee for your annual boiler service. Your amount is in your plan details in My Account.
Appliance plans work differently. Cover starts straight away, so if you report a fault within the first 60 days there's a £150 fee (£250 within the first 90 days for an American-style fridge freezer). After that, there's no fee to claim.
No. Repairs are carried out by engineers from our nationwide network, each approved and vetted by us. That's how we keep the quality consistent and the price fixed, and because we pay the engineer directly, you never handle an invoice.
If your boiler can't be repaired economically, we contribute up to £750 towards a replacement. If it's an appliance, we contribute up to £1,000 towards a replacement. Our team will talk you through the options and what happens next.
Message us from My Account with the new date that suits you and we'll rearrange it. The sooner you tell us, the sooner the engineer's slot can go to someone else.
No heating or hot water, or a leak you can't stop. Report it in My Account and, on boiler and home emergency plans, we prioritise it (see how quickly an engineer will come out, above).
If you smell gas, leave the property and call the National Gas Emergency Service straight away on 0800 111 999.
What's included, what isn't, and where to find your terms.
Log in to My Account to see your cover at a glance: what's protected under each plan, and your call-out fee if you have one.
In My Account, any time. The current plan terms are also on our Important documents page.
Appliance plans start straight away (with the early-claim fee in the first 60 days, or 90 for an American-style fridge freezer).
Boiler, heating, plumbing and landlord plans have an initial 30-day period before you can make a claim. That's what keeps the price fair for everyone: it stops cover being taken out for a fault that's already there.
Every plan has some exclusions. The main one is pre-existing faults: anything that was already wrong before your cover started. The full list is in your plan terms, in My Account and on our Important documents page, and we'd rather you read it before you buy than find out when you claim.
Yes. Get a quote for the extra cover online, check out as you did the first time, and it's added to your cover in My Account.
It moves with you. Let us know your new address before you move, from My Account, and we'll update your plan.
Yes. Message us from My Account and we can add a named person to your plan, so they can talk to us about it for you.
Paying, changing details and how renewals work.
By Direct Debit, monthly or annually, whichever suits you. Your payment date and amount are in your plan details in My Account.
Get in touch as soon as you can so your cover isn't affected: message us from My Account, or call 0800 652 7111, Monday to Friday, 9am to 5pm, with your plan number to hand. It's also worth checking with your bank why the payment didn't go through.
Message us from My Account with your plan number and the new details, or call 0800 652 7111, Monday to Friday, 9am to 5pm, and we'll update them for you.
Your renewal price is reviewed every year, so it can change from your first year to your second, and at each renewal after that. Two things shape it. The first is your claims history: if you've made a claim during the year, that's reflected in your price. The second is our yearly price review: every year we assess our prices and adjust them to reflect changes in our costs and the investment we make in our service, from our engineer network to the new My Account.
You'll always know in advance. We send your renewal documents 28 days before your renewal date, so you have time to read through them and get in touch with any questions.
If you'd like to talk through your renewal price, message us from My Account or call 0800 652 7111, Monday to Friday, 9am to 5pm. Our team can go through how it was worked out and the options available to you.
Your renewal date is in your plan details in My Account. We send your renewal documents 28 days before, so there's time to read them and ask us anything.
Servicing, safety and what the plan reaches.
Yes. Every boiler plan includes an annual service, and there's no call-out fee for it.
You don't need to remember. When your service is due we send you a reminder by email and text, and you book from there.
Our engineers are Gas Safe registered for gas and LPG boilers and OFTEC registered for oil boilers, and they check it's safe to work on your boiler before they start.
Occasionally they can't go ahead, for example if the boiler is hard or unsafe to reach, in a loft or high above a stairwell, or the area around it is unsafe. If that happens, your engineer will explain what needs to change.
It depends on the plan. Some of our boiler plans cover the boiler itself; others add your central heating system too. The differences are set out on our boiler cover page, and what your own plan covers is in My Account.
Which appliances, age limits and receipts.
Most of the kitchen and the laundry: washing machines, washer dryers and tumble dryers; fridges, freezers, fridge freezers and American-style fridge freezers; cookers, range cookers, ovens, hobs and microwaves; dishwashers, extractor fans and vacuum cleaners.
Cover one on its own, or put several on one plan.
No. There's no upper age limit on the appliances we cover.
No. You don't need a receipt or proof of purchase to make a claim.
Cover for rented homes and how tenants claim.
Yes. Landlord cover looks after the boiler, heating and appliances in your rental property, with the same fixed monthly price, approved local engineers and claims online any time. Every landlord boiler plan also includes your annual Landlord Gas Safety Record (CP12).
Yes. Every landlord boiler plan includes the annual Landlord Gas Safety Record (CP12), carried out by a Gas Safe registered engineer.
Yes. Message us from My Account to add your tenant to your account, and they can report a fault to us directly, which usually gets it fixed sooner.
Complaints, extra support and cancelling.
We're sorry if something has gone wrong, and telling us gives us the chance to put it right. Message us from My Account or call 0800 652 7111, Monday to Friday, 9am to 5pm, and tell us what's happened. A member of our team will look into it properly and come back to you.
If you have a disability, a health condition or access needs, or you're going through a difficult time, let us know: message us from My Account or call 0800 652 7111, Monday to Friday, 9am to 5pm. We'll adapt how we support you, including when you make a claim, and we'll prioritise an engineer visit where we can.
We're very sorry for your loss. Message us from My Account or call 0800 652 7111, Monday to Friday, 9am to 5pm, and we'll talk you through the options. The plan can be transferred to someone else or cancelled, whichever is right for you.
Unsubscribe using the link in any of our marketing emails, or message us from My Account and we'll update your preferences.
Have your plan number to hand and message us from My Account, or call 0800 652 7111, Monday to Friday, 9am to 5pm. We'll let you know if anything is still due under your plan.
Still need us?
Our team can help with anything that isn't covered here. Or log in to My Account to make a claim or check what your plan covers, any time.
