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Our boiler cover is very straight forward. You choose the level of cover you want from our available packages, You can decide to add an annual boiler service to your product if you want to keep your boiler in tip top form. You pay a monthly amount for the cover, knowing you can make unlimited claims via our 24/7 helpline when you need us.
Some providers of home insurance offer this as a feature. Check that you're not already covered by your home insurance policy, so you are not paying for cover you don't need.
Many providers will not cover old boilers, it is important that you check with them before applying for cover. The age of the boiler will not prevent us from offering cover, however in certain circumstances we may require further details before confirming cover.
This depends on the provider, and the terms and conditions they have for their products. Many boilers, especially older boilers, cannot be fixed as spare parts are hard to come by. If in the unlikely event your boiler can not be fixed at an economical price, we will offer you a discounted rate on a brand new boiler.
Different providers describe similar products in different ways. We have 3 main categories which we are happy to explain the difference between.
Basic Cover is our value product as it covers the least amount of events which could happen. If you are looking for a product which covers breakdown of the boiler itself only, then this is the best option.
Plus Cover includes the breakdown of the boiler, but also includes an annual boiler service to keep your boiler running efficiently. It also covers the heating controls which most warranties don’t cover.
Premium Cover includes cover for both the boiler and the central heating system, including the radiators. This also includes the annual boiler service and Heating controls cover.
For full details of all our products, please see our terms and conditions.
Our excess policy is the amount you have to pay per claim (Not per call out) Our excess is fixed at £80 and is the same across all of our policies. Should you be a customer of ours through an affiliate partner (Recently had a new boiler installation for example} then you will have a zero excess.
If you or another household member does something, without meaning to, that causes an emergency situation.
Terms and conditions and your schedule.
Reasonable efforts to fix your boiler, system or restore facilities in an emergency by providing support remotely, for example, over the phone.
Boilers have a working life of, usually, 7 to 20 years. Their value reduces over time. If, after an engineer visit and assessment repair costs are more than the current value of the boiler, we won’t carry out a repair.
A single natural gas domestic boiler of no more than 60kW output, from the appliance isolating valve, including all manufacturer’s fitted components within the boiler together with the pump, pipework and expansion tank.
Components that are outside of a boiler but within a central heating system in your home. This may include a central heating pump, feed and expansion cistern, motorised valves, temperature and pressure controls, radiators, radiator valves, interconnecting pipework, hot water cylinder, controls and immersion heater.
A request for a repair or assistance under the features of this agreement.
The start of your agreement as shown in your schedule.
your appliances.
Major loss of facilities (for example, heating, hot water, clean water or drainage) in your home, or sudden and unexpected events (for example an uncontrollable leak) which, if not dealt with quickly, would in our opinion make your home unsafe or insecure, cause damage or further damage to your home, or cause personal, health or safety risk to you or others. Occasional or intermittent faults are not considered to be an emergency.
A qualified person approved and instructed by us to undertake emergency work.
As shown on your schedule, a payment by you towards each completed repair if you’ve selected a product with an excess or because your boiler is over 11 years old.
Payment must be made before our engineer will attend. If you choose not to pay, we will not proceed with your repair.
A building designed and used for residential purposes that you own and either live in or rent out for someone else to live in, including any attached garage or conservatory but not detached outbuildings or communal areas.
An identified problem that does not persist. If the issue stops after inspection by our engineer, more reporting of the same issue will be deemed intermittent. Alternatively, an intermittent fault can be progressed on a pay on use basis.
If a claim arises that’s not covered by your agreement, we can arrange for an engineer to help, but you’ll be responsible for all costs. There’s a £80 fee (plus parts and labour) for pay on use visits in your agreement’s first 30 days.
A home and all the land up to your boundary, including any detached outbuildings.
Hot and cold-water pipes and toilet cisterns in your home between, but not including, the main internal stop-tap, internal taps and flexible pipework to your appliances.
Reasonable efforts to fix your boiler, system or restore facilities following an emergency by sending an engineer to your property.
The document confirming your agreement, personal, property and product details.
You may find that it is quickest and easiest to get in touch via email or chat function on our website. Or you can call us. Our lines are open 24|7. You should contact us within 24 hours of the emergency occurring and provide details of the situation. We’ll first give assistance to you on action to take to protect yourself and your property. Please do not make arrangements yourself without prior authorisation from us. If you do, we will not reimburse any costs you may incur. All claims must be made to us and not to an engineer directly otherwise the work will not be covered by your agreement. Failure to notify us of the emergency within 24 hours may invalidate your claim or incur an additional payment. If we’ve agreed to your claim, we’ll discuss the timing of your repair or assistance with you by phone, email or text. We’ll try to ensure that your repair or assistance is delivered as quickly as is reasonably possible, either by arranging an engineer visit or if appropriate, by phone. If exceptional events (for example, adverse weather or government health restrictions) prevent our engineer from attending your property, we will keep you informed.
Please provide at least 24 hours’ notice of your intention to reschedule. You may incur a fee if you do not inform us in a timely manner. Delayed or rearranged appointments We’re not responsible for any losses incurred as a result of delayed, rearranged or cancelled appointments.
If you need to contact us regarding your agreement, please contact us in writing, by e-mail or by calling the customer helpline.
Only you or your authorised representative can cancel your agreement. Please contact us in writing, by e-mail or by calling the customer helpline if you wish to cancel. If you cancel within 14 days This is your cooling-off period, which begins when you receive the details of your agreement. You may cancel your agreement without penalty and we’ll refund any premiums you’ve paid. Any claims made in the first 14 days are not covered by your agreement but can be handled as pay on use. Please contact us for details.
Where your agreement is cancelled outside the 14-day cooling off period and you’ve not made a claim or received a boiler service, there’ll be no cancellation fee payable to us and your agreement will be cancelled the day before your next instalment payment would have been due. Where your agreement is cancelled outside the 14-day cooling off period and you’ve made an accepted claim or have had an engineer’s visit (for example, a boiler service) you must pay any remaining premiums due for the term of your agreement.
We may cancel your agreement immediately if: - you give us false, misleading or inaccurate information; - we find your boiler is on our list of exclusions; - you put our people’s health and safety at risk, for example, physical or verbal abuse; - your property is unfit or unsafe to work in; - you don’t let us in to your property to work, despite several attempts; - we advise you to make permanent fixes, upgrades or improvements, but you don’t; or - you don’t make your payments.
If your boiler is deemed beyond economic repair you may be entitled to a contribution to a boiler replacement from EazyHeat, a specialist in boiler supply & installation, according to the terms of your agreement.
Your replacement boiler may come with its own warranty.
If your agreement included non-boiler product features (central heating, plumbing and drainage etc) we will transfer these features to a product which maintains your level of cover and will amend your premiums from the date of your boiler replacement. This may include a refund of premiums depending on your payment terms. If your agreement was for boiler breakdown and/or boiler service only then we’ll cancel your agreement. If parts are no longer available If parts are no longer available for your boiler (see Replacement Parts section), we will deem it to be beyond economic repair and offer a replacement according to the terms of your agreement.
It’s our intention to give you the best possible service but if you have any questions or concerns about your agreement or the handling of a claim, you can contact us by post, e-mail or by telephone.
What we can cover
Repairs or assistance in an emergency following the breakdown of your boiler which results in a major loss of heating and/or hot water or an uncontrollable water leak, unless your boiler is beyond economic repair.
If we’ve assessed that your boiler is beyond economic repair we will provide you with a contribution to a new boiler from EazyHeat, either through a discount or cashback. Your replacement, if you choose to accept it, will be provided and installed by our partner company EazyHeat Ltd. It may not be the same make or model or fitted in the same place. We will refund your excess in the event of a boiler replacement.
What we aren’t able to cover
Damage caused by limescale, sludge or debris Repairing or replacing: - Your boiler’s flue - Your gas supply pipe - Any non-natural gas appliances - Any underground pipes The following boilers or boiler types: - Potterton Powermax - Thermal Store systems - Boilers that contain storage vessels - Warm air units - Keston boilers manufactured before July 2019 - ATAG - Dual-purpose boilers such as AGA & Rayburn - Combined heat and power systems
What we can cover
Repairs or assistance in an emergency following the breakdown of your central heating system resulting in an uncontrollable leak or a major loss of heating and/or hot water in your home. If we’re not able to restore your central heating we will provide portable heaters..
What we aren’t able to cover
The removal of limescale, sludge or debris Repairing or replacing: - Accessories to the central heating system inclusive of booster pumps, thermostats, timers, associated controls and filters. - Electric heating, such as storage heaters, panel heaters and fan convector heating - Solid Fuel Heating Systems - Underfloor heating - Warm air units - Electrical elements in radiators. - Elson tanks - Combined heat and power systems - Ground, air and water source heat pump systems A drain down of the central heating system, whether full or partial. Replacing water tanks, cylinders, and/or central heating radiator(s).
If you think you have a gas leak you MUST immediately call the National Gas Emergency Service on 0800 111 999.
The National Gas Emergency Service will attend your property and isolate the leak.
If you’ve chosen the option of a boiler service we’ll try to contact you up to three times to arrange the service. If we don’t hear back from you after that, we won’t try again. It’ll then be up to you to contact us to arrange your boiler service. We will not refund you the cost of a missed boiler service.
Boiler services are normally carried out between April and September. We’ll try to complete your boiler service on the anniversary of your last service. However sometimes your boiler service may be more than 12 months after your last service visit. Your boiler service will be completed by one of our engineers in line with the latest Gas Safety Regulations. It will include a check-up of your boiler to make sure it’s working safely. After we complete your boiler service, we’ll e-mail a copy of your certificate that gives you a summary of the service and the results. If we find a problem or fault that needs to be fixed, we’ll tell you about it. The cost of repairs, remedial or maintenance work are not included as part of your boiler service.
In periods of local or national high demand for engineers (for example, very cold weather), we’ll prioritise breakdowns and may need to rearrange your boiler service.
So we can deliver on our promises and keep our products affordable, we’ve carefully chosen what we can cover and what we’re not able to cover. As well as the specific exclusions relating to each product feature, this section explains exclusions that apply to your whole agreement.
Your agreement does not cover repairs or assistance for air conditioning units.
Your agreement does not cover consequential losses or damage directly or indirectly caused by the emergency that led to your claim.
We won’t cover anything that happens within the first 14 days after your commencement date, or, if you purchase additional features, we won’t cover anything relating to those additional features for the first 14 days after purchase.
Your agreement does not cover repairs or assistance for cosmetic or decorative damage.
Your agreement does not cover damage caused by disconnection of or interruption to gas, electricity or water services to your property.
Your agreement does not cover designer or curved radiators. This means radiators: - made from materials such as glass, marble, stone, wood, cast iron or similar non-standard material, or - of particular artistic design or intricate shape
If the nature of the claim is found not to be an emergency, we may offer a pay on use solution to resolve your problem.
Your agreement does not include cover for any faults or design faults that in the opinion of our engineer: - existed when you first purchased your agreement or were already there when your boiler or system was installed, or - we’ve told you about before and you haven’t fixed, or - if work has been completed by a third party and has not been completed to a satisfactory standard, or - we couldn’t have reasonably been expected to know about before visiting your property, or - prevents access because a part of your system has been permanently built over
We will not attend your property if we believe there is a health and safety risk, for example hazardous chemicals, risk of verbal or physical abuse or harassment. If asbestos is present you must arrange for a specialist to remove it and provide documented evidence of its removal before we can attend your property.
Your agreement does not include cover if damage is deliberate or is caused by misuse, modifications, neglect or a lack of maintenance. Your agreement does not include cover if systems and/or equipment have not been properly installed or maintained in accordance with the manufacturer’s instructions. Our engineer will use their expert judgement to determine the cause of any damage.
Your agreement does not cover reinstatement costs relating to flooring, walls, ceilings and/or any other surface, other than to make your property safe after a repair.
Your agreement includes repairs, replacements or assistance in emergency situations. It does not include improvements or upgrades, for example, work that’s needed to bring systems up to current regulations, legislation or health & safety standards.
Your agreement does not cover routine or general maintenance work.
Your agreement does not cover any loss or damage caused by malicious, inappropriate or unintentional interference with software, internet communications or radio signals of any boiler, device or system covered under this agreement. Your agreement does not cover your internet connection nor any data transmission to, or from any boiler, device or system Your agreement does not cover repairing or replacing any internet, network or system hub, smart speaker or voice-controlled equipment or any smart functionality, for example, connectivity to or from your thermostat or radiator valves and mobile devices.
Your agreement does not cover finding or investigating a fault unless the source of the fault is readily identifiable, for example, the precise source of a boiler failure or non-visible water leak.
We are not responsible for the costs of any work carried out by you or persons not authorised by us in advance. If anyone other than us carries out work on your boiler or system and damages it, or that work has not been completed properly, your agreement does not include the costs of repairing it.
Your agreement does not cover emergencies, loss or damage arising as a consequence of war, invasion, act of foreign enemies, terrorism, hostilities (whether war is declared or not), civil war, rebellion, revolution, insurrection, coup, riot, civil disturbance, epidemic or pandemic. Unoccupied property Your agreement does not provide cover if your property has been unoccupied for more than 30 days.
You may appoint someone to deal with your agreement on your behalf. If you are a landlord, you may authorise your tenant(s) or your managing agent to contact us in the event of an emergency. Please contact us by phone, e-mail or in writing to arrange this.
Bees are not seen as pests and therefore cannot be treated in the same way as hornets or wasps. If you have a swarm of bees in the structure of your property, you should contact the British Beekeepers Association for guidance: www.bbka.org.uk.
We may not make repairs to, or provide assistance for your boiler, if your boiler has not been serviced annually. You should keep documentation relating to your annual boiler services to show to our engineer, if requested. An annual service is available from SafeGuard HomeCare Ltd or can be obtained from other local service providers.
If your boiler or system is covered by a third-party warranty, it’s your responsibility to make sure that any work we may do doesn’t affect that warranty. We will not be liable if any work we conduct on your boiler or system does not comply with the manufacturer’s warranty.
If we can’t turn off the external water supply stop-tap to your home to complete your repair it’s up to you to get your water supplier to turn it off.
You must take reasonable care to provide complete and accurate answers to the questions we ask when you take out, make changes to, and renew your agreement. If the information provided by you is not complete and accurate we may cancel your agreement and/or decline any claim. Please tell us immediately about the following changes: - If you change address or no longer own the property; - If your use of the property changes which means your agreement would no longer meet your requirements - If you change the boiler or system in your property. If you are in any doubt, please contact us.
When you inform us of a change, we’ll tell you how it affects your agreement. We understand that you may not be aware of the full details relating to your boiler, for example its age. Our engineer will verify the details of your boiler during any visit to your property.
In the event of an emergency (for example, an uncontrolled leak), you should take reasonable steps to limit any further damage (for example, by containing the leak or turning off the water supply at source). We will not accept responsibility for damage caused if you’ve failed to reasonably limit damage. If your emergency was caused by accidental damage, we will provide assistance or undertake repairs.
The engineer when dealing with your boiler and/or system may complete a repair or annual service, and diagnose that improvement work is required, in order to prevent a future emergency. This may include but is not limited to: - power flushes; - action to prevent or limit damage caused by hard water and limescale; - cleaning out of flues and vents for gas appliances; - partial or full drain-down of heating systems; - improvements to the safety and earthing arrangements for electrical installations; - installation of drainage access points; - preventative measures to avoid repeat infestations. As this work is not within the scope of your agreement, it’s your responsibility to have it completed. We may not make repairs or provide assistance on that part of your boiler or system unless the work has been carried out.
You should report a claim within 24 hours of the emergency occurring, unless exceptional circumstances prevent this.
If you need to reschedule an engineer visit, you should provide at least 24 hours’ notice.
If you request a repair, replacement or other assistance under your agreement you must give us all the help necessary to recover any losses owed to the us from third parties, following any repair, replacement or other assistance that we provide. You may be asked to help to recover losses before or after we carry out any repair, replacement or assistance.
You must give reasonable access to enable appropriate work to be carried out including following any advice from the engineer and/or customer helpline in removing furniture if this is deemed necessary.
Call recording Calls to the customer helpline may be recorded to help improve our service to you.
We’ll take all reasonable steps to avoid damaging your property during the course of a repair. Occasionally there may be some unavoidable damage. We’ll only compensate you for damage caused by wilful negligence.
Your agreement only includes cover for your property if it’s used for domestic purposes. This may include use for home office or schooling, or domestic renting but not where the main purpose of the property is for commercial use.
circumstances, such as extreme weather or government restrictions, we may need to reschedule your repair or boiler service. We’ll try to inform you of any rescheduling as quickly as possible but in some circumstances, we’ll be unable to inform you until the scheduled date of our visit. We’ll try, at all times, to minimise inconvenience to you.
We may limit the level of assistance we provide for boiler claims where an installer or supplier guarantee, or warranty exists. We may direct you to the installer or manufacturer for a solution in the first instance to prevent voiding of any guarantee/warranty.
If you cancel your product and you or someone else in your household then purchases a product with equivalent features, you may not be eligible for any promotional or new customer offers.
Your agreement has a 12-month duration.
Our products are only available to residents in mainland England, Wales and Scotland.
The price of your agreement includes tax at the relevant rate and won’t go up or down over the length of your agreement, unless you change your agreement or product features. At renewal we may change your price to reflect, for example, your claims experience, changes to product features, legal/statutory/regulatory changes or to cover the costs of administering and operating your agreement. We’ll always contact you about any change to your price. Your renewal quote will provide all the relevant information.
Our default payment method is a monthly recurring card payment which you’ll pay on an agreed date each month. Subject to successful collection of a payment, we’ll provide the cover and services in your agreement up to when your next monthly payment becomes due. Your payment method will be confirmed in your schedule. If you fail to pay on the due date, your agreement may be suspended, and you may not be able to make a claim. You may remain liable for outstanding and due payments for the period to the cancellation date. If you want to make a claim while your account is suspended, you may be required to pay any outstanding payments before an engineer will be dispatched to your property.
We’ll contact you at least 25 days before your agreement renewal date. Your agreement will automatically renew unless you choose to cancel.
We’ll source replacement parts from the manufacturer or their approved suppliers wherever we can. We may use replacement parts from approved third parties but will not use refurbished or second-hand parts, or parts supplied by you. There may be times when replacement parts are unavailable, delayed or are no longer available because of circumstances beyond our control. If replacement parts are delayed or unavailable we will, where possible, conduct a temporary repair to make the emergency safe. When a delayed replacement part is received we’ll carry out a second visit to complete the repair. We are not responsible for any loss, damage or inconvenience resulting from a delay in obtaining or receiving delivery of any replacement parts.
Our guarantee for our work
If a part we have supplied is confirmed as being faulty by the manufacturer or its approved supplier within 12 months of our engineer installing it, we’ll replace it without charge. If we’ve carried out a repair and the emergency occurs again within 14 days, we’ll arrange a further engineer visit without charge.
Nobody other than you can benefit from your agreement.