What is classed as a home emergency?

Under Home Emergency Cover, an emergency is a sudden and unforeseen incident at your home that requires prompt action because it could:

• expose you or another person to a risk to their health
• create a risk of loss or damage to your home
• make your home uninhabitable

Does every urgent problem qualify?

No. Meeting the general description of an emergency does not automatically mean that a claim will be accepted.

The incident must also fall within one of the emergency categories included in your cover and meet the applicable policy definitions, claim limits, conditions and exclusions.

Depending on the cover shown in your schedule, these categories may include specified plumbing, drainage, electricity, gas, water-supply, pest, roofing, heating, security or access emergencies.

Routine maintenance, general wear and tear and appliance breakdowns are not covered.

How will my emergency be assessed?

Contact the 24-hour claims helpline shown in your policy schedule, policy documents or MyAccount. The claims team will assess the circumstances against the cover shown in your schedule and the applicable policy terms.

Contact the claims helpline before arranging a contractor yourself. Work arranged without prior approval will not be covered.

If anyone is in immediate danger or serious property damage is likely, contact the appropriate emergency service or utility supplier first.