Last updated: 02 November 2025

Home Emergency

When something suddenly goes wrong at home — a burst pipe, a failed boiler in winter, a leaking roof, or a smashed window — it’s more than an inconvenience. A home emergency can cause damage quickly, threaten safety, and make your property uninhabitable. This page helps you decide what counts as an emergency, what to do first, and how your cover works alongside a standard insurance claim.

What counts as a home emergency

Insurers generally define a “home emergency” as an unexpected event that makes your home unsafe or insecure, risks significant damage if not dealt with immediately, or leaves you without essential services such as heating, hot water, electricity, or sanitation.

• A burst pipe or major leak that can’t be contained
• A boiler breakdown during cold weather
• An electrical failure affecting large parts of the home
• A blocked or overflowing drain causing damage or foul smells
• A broken lock, door, or window that leaves the home insecure
• A roof leak letting in water during a storm

How home emergency cover works

Home emergency cover may be included in your policy or sold as an optional add-on. The purpose is to stop things getting worse. You’ll typically get 24/7 access to approved tradespeople, immediate make-safe repairs, and the call-out and labour costs covered up to a limit. Some policies also contribute to temporary heating or accommodation if your home becomes uninhabitable.

It’s not the same as a full insurance claim. Emergency cover pays to stop the immediate risk — not to redecorate or replace damaged finishes. Those longer repairs usually fall under your buildings or contents claim.

What to do first

1. Stay safe. Turn off water, gas, or electricity if it’s safe. Don’t climb on roofs or open live sockets.
2. Call your emergency helpline. Most policies list a 24-hour number. Note the time and who you spoke to.
3. Record what happened. Take photos or a short video of the source and the damage.
4. Limit further loss. Move belongings, catch drips, ventilate, and keep damaged items until the insurer agrees disposal.
5. Keep receipts. If you pay for urgent work yourself, keep the invoice and the contractor’s notes.

What’s commonly excluded

• Wear and tear or long-term problems like a slow leak or damp
• Routine servicing or replacing old boilers or appliances
• Outbuildings or detached structures (varies by policy)
• Events outside the main home, such as garden taps

Check your wording — some policies require the home to be heated during winter to maintain cover for frozen pipes.

Emergency vs. insurance claim

Many incidents have two parts: the emergency response (stop the problem) and the insurance claim (repair the resulting damage). Ask the call handler whether these sit under the same claim reference. Keep the paperwork together; it saves time later.

Practical tips that help

• Stick your emergency number on the fuse box or boiler cupboard and save it in your phone.
• Find your stopcock, main gas valve, and consumer unit in daylight, not in a panic.
• After an incident, photograph rooms again once they’re dry — it documents the full story.

The fastest route to a smooth claim is simple: act safely, call early, and keep tidy notes. Insurers respond best to clear information.