This article was updated on 13th August 2026
A burst pipe, failed electrical circuit or damaged roof tile can require urgent attention. Home Emergency Cover gives eligible Intelligent Insurance customers access to a 24-hour claims helpline and assistance with specified emergencies in their home, subject to the policy terms and claim limits.
Standard Home Emergency Cover is included with eligible Intelligent Insurance home insurance policies at no additional cost. Home Emergency Plus is an optional upgrade that increases the claim limits and adds cover for specified security, access and primary heating-system emergencies.
This guide compares the two levels of cover. Your policy schedule and policy wording confirm the cover and limits that apply to you.
| Feature | Home Emergency | Home Emergency Plus |
|---|---|---|
| Claim limit per emergency call-out | £250 | £1,000 |
| Total claim limit per policy year | £500 | £1,000 |
| 24-hour claims helpline | Included | Included |
| Plumbing and drainage | Included | Included |
| Internal electricity | Included | Included |
| Internal gas supply pipe | Included | Included |
| Water supply | Included | Included |
| Specified pest infestations | Included | Included |
| Specified roofing emergencies | Included | Included |
| Security and access to the home | Not included | Included |
| Primary heating system | Not included | Included |
| Alternative heating | Not included | Included, up to £50 |
| Boiler replacement contribution | Not included | Included, up to £250 |
| Overnight accommodation | Not included | Included in specified circumstances |
The limits above reflect the current product information supplied for this article. Cover is subject to the terms, conditions and exclusions in the policy wording. Check your policy schedule for the limits that apply to you. Standard Home Emergency Cover is included on eligible policies purchased after 23 July 2015.
Standard cover provides assistance with six categories of specified emergency:
These categories have specific definitions and exclusions. For example, standard cover does not include boiler breakdown, general maintenance or every type of roof, drain or plumbing problem.
Home Emergency Plus includes the standard categories, increases the claim limits and adds the following areas of cover.
Plus can provide emergency assistance when damage or failure to an external lock, window or door leaves the main living area insecure and easily accessible. It can also help you regain access after losing the only available key to your home, where the key cannot be replaced and normal access is not possible.
Plus covers specified emergency repairs following the complete breakdown of the primary heating system, resulting in a complete loss of heating and/or hot water.
Boilers over 15 years old or with a net input above 238,000 BTU (70 kW) are not covered. Renewable heating systems are also excluded. Your system must have been installed and maintained in line with the manufacturer’s instructions, and you may be asked for evidence of servicing.
If an accepted heating claim cannot be completed immediately, the policy can provide up to £50 towards an alternative heating source, subject to its conditions. If the insurer or contractor declares the boiler uneconomical to repair following an accepted heating claim, the insurer can contribute up to £250 towards a new like-for-like replacement after receiving proof of payment. This is a contribution, not full boiler-replacement cover.
Plus may cover overnight accommodation when an accepted emergency cannot be resolved and the claims helpline considers the home uninhabitable. Food, drink, parking, travel and entertainment costs are not covered.
Home Emergency Cover is intended to deal with a sudden and unforeseen emergency. It is not a maintenance contract and does not replace buildings or contents insurance.
An authorised contractor will normally complete a temporary repair or resolution intended to address the immediate emergency. A permanent repair will only be completed where it can be done at a similar cost, or where no temporary repair is available, and always within the applicable claim limit.
The emergency cover addresses the immediate cause. Damage resulting from the emergency may need to be considered separately under buildings or contents insurance. For example, Home Emergency Cover may pay an authorised contractor to address an eligible burst pipe, while a separate contents claim may be needed for water-damaged belongings.
Home Emergency and Home Emergency Plus are available for an owner-occupied property used as your principal permanent home. They are not available to landlords for tenanted properties.
Cover does not include:
Claims arising during the first 48 hours after cover starts are excluded unless you held equivalent insurance immediately beforehand. Further timing and occupancy restrictions apply, including conditions following first occupation or reoccupation after the home has been unoccupied for 30 consecutive days or more.
This is only a summary. Read your policy wording and schedule for the complete terms, conditions and exclusions.
Standard-cover example: A pipe suddenly fails and internal flooding is likely. The policyholder calls the 24-hour claims helpline before arranging any work. If the claim is accepted, the helpline appoints an authorised contractor to complete an emergency repair, subject to the policy limits and contractor availability.
Plus-cover example: A qualifying primary heating system suffers a complete breakdown, leaving the home without heating or hot water. If the claim meets the policy conditions, the helpline can arrange an authorised contractor. The policy may also provide alternative heating, overnight accommodation or a boiler replacement contribution where the relevant conditions are met.
These examples are hypothetical. Claim acceptance, the assistance provided and contractor attendance depend on the circumstances, policy terms and availability.
Plus may be worth considering if you want higher claim limits and assistance with specified heating, security and access emergencies. Before adding it, check:
For a complete comparison, read the Home Emergency Cover and Home Emergency Plus product information and the relevant policy documents.
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