Are there any circumstances where I cannot use my home emergency cover or make a claim?

Home Emergency Cover and Home Emergency Plus are subject to eligibility requirements, waiting periods and exclusions. Whether a particular emergency is covered will depend on your policy schedule, the circumstances and the policy terms.

Who is eligible?

Home Emergency Cover is available for an owner-occupied property used as your principal permanent home. It is not available to landlords for their tenanted properties.

Your policy schedule confirms whether Home Emergency Cover or Home Emergency Plus applies to you.

When does cover start?

Claims arising during the first 48 hours after the cover starts are excluded unless you held equivalent insurance immediately beforehand.

A separate 30-day waiting period applies to the boiler replacement contribution unless you held equivalent insurance immediately beforehand.

Occupation and reoccupation restrictions

Claims during the seven days immediately following your first occupation of the home are excluded.

The same seven-day restriction applies after you reoccupy a home that has been left unoccupied for 30 consecutive days or more.

Other common exclusions

A claim may not be covered where:

• you knew about the circumstances before the insurance started
• the system or equipment was not properly installed or maintained
• the problem relates to an appliance
• the system has been incorrectly used, modified or tampered with
• the problem results from general wear and tear, neglect or a lack of maintenance
• the work is covered by a manufacturer’s, supplier’s or installer’s guarantee or warranty
• the circumstances are not sudden or unforeseen
• you arrange work directly with a contractor without first contacting the claims helpline

This is not a complete list of exclusions. Read your schedule and the relevant documents on our Policy Documents page for the full terms that apply to your cover.