Frequently Asked Questions

Frequently Asked Questions

Please see our most frequently asked questions below

How can I cancel?

Close Icon

If you find that this cover does not meet your needs, please contact us on 0345 304 0412 within 14 days of taking out cover and we will arrange to cancel this policy. You will receive a full refund of your premium, provided you have not made any claims.

If you cancel the policy outside the 14-day period, you will receive a refund of your premium proportionate to the amount of time left to run on the policy.

How do I find out about careers?

Close Icon

You can visit our careers page here and view all our current vacancies.

How much does the boiler service cost as part of cover?

Close Icon

The boiler service can also be sold separately if this is all that is required, the purchase page can be found here.

When purchased separately, the boiler service costs £99. When purchased as part of a policy, the boiler service costs £60.
The total cost of Gold Cover is £239.88, which is made up of the policy cost of £179.88 and the boiler service cost of £60.

What’s included with a boiler service?

Close Icon

The boiler service includes a full inspection of the boiler and all components, testing in accordance with the manufacturers instruction and combustion analysis.

How do I arrange my boiler service?

Close Icon

If you have purchased a boiler service as part of your policy, please call 0345 304 0412 to arrange your appointment.

If you have purchased a boiler service as a standalone product, you can either call the number on your mailing or you can call 0345 304 0411 to arrange your appointment.

What is our relationship with the insurer?

Close Icon

As an insurance intermediary we act as your agent in arranging your insurance. We also act as an agent for the insurer, as we handle and settle claims on their behalf, and we will make this clear before you purchase. The insurer has also appointed us as their agent for the receipt of premiums and the issue of documents. We are subject to the laws of agency and will always act in your best interests.

Who provides cover?

Close Icon

This policy is underwritten by Inter Partner Assistance SA (IPA) (UK branch) which is fully owned by the AXA Assistance Group. Inter Partner Assistance is a Belgian firm authorised by the National Bank of Belgium and subject to limited regulation by the Financial Conduct Authority. Details about the extent of its regulation by the Financial Conduct Authority are available from us on request. Inter Partner Assistance SA’s Financial Services Register Number is 202664. IPA’s registered UK address is The Quadrangle, 106 – 118 Station Road, Redhill, Surrey, RH1 1PR (registered company number FC008998).

This policy is sold, arranged and administered by npa24:7 which is a trading name of Nationwide Property Assistance Limited, 210-222 Hagley Road West, Oldbury, B68 0NP (registered in England company no. 08964573 – VAT No: 183 1335 21) which is authorised and regulated by the Financial Conduct Authority (FCA) for general insurance activity under Financial Services Register number 659799. The regulatory status of IPA and npa24:7 can be checked by visiting the FCA’s website www.fca.org.uk/register. We only offer products from a single insurer; Inter Partner Assistance SA (IPA) which is fully owned by the AXA Assistance Group.

What happens after the first year?

Close Icon

Provided no claims have been made, customers in the second year can expect to pay the following for their policy.

Bronze Cover
£14.99 a month which equates to £179.88 a year

Silver Cover
£16.99 a month which equates to £203.88 a year

Gold Cover
£21.99 a month which equates to £263.88 a year

You’ll receive your new policy documents in advance of renewal to give you time to decide whether the cover is still right for you. Your cover will automatically renew unless you tell us otherwise.

Are you covered elsewhere?

Close Icon

We advise that as a homeowner, you should check if your existing home insurance or other policies provide cover, expert assistance and repairs in the event of the domestic emergencies and incidents covered by this policy. This is so you are not paying for cover you do not need.

What are the requirements for cover eligibility?

Close Icon
  • This cover is for privately owned homes, aged 2 -10 years old only.
  • This cover is for the home that is your permanent residence.
  • Any claims must be made within 24 hours of discovery.

For full policy information, please see the Terms & Conditions document.

How can I cancel?

Close Icon

If you find that this cover does not meet your needs, please contact us on 0345 304 0412 within 14 days of taking out cover and we will arrange to cancel this policy. You will receive a full refund of your premium, provided you have not made any claims.

If you cancel the policy outside the 14-day period, you will receive a refund of your premium proportionate to the amount of time left to run on the policy.

How much does the boiler service cost as part of cover?

Close Icon

The boiler service can also be sold separately if this is all that is required, the purchase page can be found here.

When purchased separately, the boiler service costs £99. When purchased as part of a policy, the boiler service costs £60.
The total cost of Gold Cover is £239.88, which is made up of the policy cost of £179.88 and the boiler service cost of £60.

What’s included with a boiler service?

Close Icon

The boiler service includes a full inspection of the boiler and all components, testing in accordance with the manufacturers instruction and combustion analysis.

How do I arrange my boiler service?

Close Icon

If you have purchased a boiler service as part of your policy, please call 0345 304 0412 to arrange your appointment.

If you have purchased a boiler service as a standalone product, you can either call the number on your mailing or you can call 0345 304 0411 to arrange your appointment.

What is our relationship with the insurer?

Close Icon

As an insurance intermediary we act as your agent in arranging your insurance. We also act as an agent for the insurer, as we handle and settle claims on their behalf, and we will make this clear before you purchase. The insurer has also appointed us as their agent for the receipt of premiums and the issue of documents. We are subject to the laws of agency and will always act in your best interests.

Who provides cover?

Close Icon

This policy is underwritten by Inter Partner Assistance SA (IPA) (UK branch) which is fully owned by the AXA Assistance Group. Inter Partner Assistance is a Belgian firm authorised by the National Bank of Belgium and subject to limited regulation by the Financial Conduct Authority. Details about the extent of its regulation by the Financial Conduct Authority are available from us on request. Inter Partner Assistance SA’s Financial Services Register Number is 202664. IPA’s registered UK address is The Quadrangle, 106 – 118 Station Road, Redhill, Surrey, RH1 1PR (registered company number FC008998).

This policy is sold, arranged and administered by npa24:7 which is a trading name of Nationwide Property Assistance Limited, 210-222 Hagley Road West, Oldbury, B68 0NP (registered in England company no. 08964573 – VAT No: 183 1335 21) which is authorised and regulated by the Financial Conduct Authority (FCA) for general insurance activity under Financial Services Register number 659799. The regulatory status of IPA and npa24:7 can be checked by visiting the FCA’s website www.fca.org.uk/register. We only offer products from a single insurer; Inter Partner Assistance SA (IPA) which is fully owned by the AXA Assistance Group.

What do you class as an emergency?

Close Icon

An emergency is a sudden and unforeseen incident in your home which immediately; exposes you or a third party to a risk to health or; creates a risk of loss or damage to your home and/or any of your belongings or makes your home uninhabitable. For more details on our policy coverage, please see our Terms & Conditions.

How do I update my marketing preferences or remove myself from your emails/mailings/phone calls?

Close Icon

To update your marketing preferences, or to remove yourself from our emails/mailings/phone calls, please contact us.

How is the contractor network vetted?

Close Icon

Our contractor network team run thorough checks prior to adding a contractor to our network. They do this by looking at the following areas:

  • Public liability insurance
  • Validate relevant qualifications
  • Previous work is checked

To ensure our standards are maintained, our contractors are regularly assessed.

How do I make a complaint

Close Icon

You can view our complaints procedure by clicking here.

How can I cancel?

Close Icon

If you find that this cover does not meet your needs, please contact us on 0345 304 0412 within 14 days of taking out cover and we will arrange to cancel this policy. You will receive a full refund of your premium, provided you have not made any claims.

If you cancel the policy outside the 14-day period, you will receive a refund of your premium proportionate to the amount of time left to run on the policy.

How much does the boiler service cost as part of cover?

Close Icon

The boiler service can also be sold separately if this is all that is required, the purchase page can be found here.

When purchased separately, the boiler service costs £99. When purchased as part of a policy, the boiler service costs £60.
The total cost of Gold Cover is £239.88, which is made up of the policy cost of £179.88 and the boiler service cost of £60.

What’s included with a boiler service?

Close Icon

The boiler service includes a full inspection of the boiler and all components, testing in accordance with the manufacturers instruction and combustion analysis.

How do I arrange my boiler service?

Close Icon

If you have purchased a boiler service as part of your policy, please call 0345 304 0412 to arrange your appointment.

If you have purchased a boiler service as a standalone product, you can either call the number on your mailing or you can call 0345 304 0411 to arrange your appointment.

What is our relationship with the insurer?

Close Icon

As an insurance intermediary we act as your agent in arranging your insurance. We also act as an agent for the insurer, as we handle and settle claims on their behalf, and we will make this clear before you purchase. The insurer has also appointed us as their agent for the receipt of premiums and the issue of documents. We are subject to the laws of agency and will always act in your best interests.

Who provides cover?

Close Icon

This policy is underwritten by Inter Partner Assistance SA (IPA) (UK branch) which is fully owned by the AXA Assistance Group. Inter Partner Assistance is a Belgian firm authorised by the National Bank of Belgium and subject to limited regulation by the Financial Conduct Authority. Details about the extent of its regulation by the Financial Conduct Authority are available from us on request. Inter Partner Assistance SA’s Financial Services Register Number is 202664. IPA’s registered UK address is The Quadrangle, 106 – 118 Station Road, Redhill, Surrey, RH1 1PR (registered company number FC008998).

This policy is sold, arranged and administered by npa24:7 which is a trading name of Nationwide Property Assistance Limited, 210-222 Hagley Road West, Oldbury, B68 0NP (registered in England company no. 08964573 – VAT No: 183 1335 21) which is authorised and regulated by the Financial Conduct Authority (FCA) for general insurance activity under Financial Services Register number 659799. The regulatory status of IPA and npa24:7 can be checked by visiting the FCA’s website www.fca.org.uk/register. We only offer products from a single insurer; Inter Partner Assistance SA (IPA) which is fully owned by the AXA Assistance Group.

What happens after the first year?

Close Icon

Provided no claims have been made, customers in the second year can expect to pay the following for their policy.

Bronze Cover
£14.99 a month which equates to £179.88 a year

Silver Cover
£16.99 a month which equates to £203.88 a year

Gold Cover
£21.99 a month which equates to £263.88 a year

You’ll receive your new policy documents in advance of renewal to give you time to decide whether the cover is still right for you. Your cover will automatically renew unless you tell us otherwise.

Are you covered elsewhere?

Close Icon

We advise that as a homeowner, you should check if your existing home insurance or other policies provide cover, expert assistance and repairs in the event of the domestic emergencies and incidents covered by this policy. This is so you are not paying for cover you do not need.

What are the requirements for cover eligibility?

Close Icon
  • This cover is for privately owned homes, aged 2 -10 years old only.
  • This cover is for the home that is your permanent residence.
  • Any claims must be made within 24 hours of discovery.

For full policy information, please see the Terms & Conditions document.

What to do if you have a home emergency?

Close Icon

First check that the circumstances of your emergency are covered by your policy. Then call 0345 304 0412 to submit your claim.

What’s included with a boiler service?

Close Icon

The boiler service includes a full inspection of the boiler and all components, testing in accordance with the manufacturers instruction and combustion analysis.

How do I arrange my boiler service?

Close Icon

If you have purchased a boiler service as part of your policy, please call 0345 304 0412 to arrange your appointment.

If you have purchased a boiler service as a standalone product, you can either call the number on your mailing or you can call 0345 304 0411 to arrange your appointment.

How do I find out about careers?

Close Icon

You can visit our careers page here and view all our current vacancies.

Can’t find the answer?

Can’t find the answer you’re looking for?

If you are interested in our services and would like additional information.

Explore More

Other areas of our website you may be interested in.

About Us
About Us
Arrow
Home Emergency Cover
Home Emergency Cover
Arrow
FAQ's
FAQ's
Arrow
Boiler Servicing
Boiler Servicing
Arrow

Contact Us

Use the enquiry form below to email us any questions you may have regarding our services. If you have an emergency please call 0333 323 0260.