Efficient buying of the policy with easy online access. BUT BEWARE - the £60 'mandatory excess for claims within 90 days' is hidden within the small print, and then only if you download the full cond... Se mere
Virksomheden har svaret
Selvom vi ikke verificerer specifikke påstande, fordi anmeldernes meninger er deres egne, kan vi godt betegne anmeldelser som "Verificerede", når vi kan bekræfte, at der har fundet en forretningsinteraktion sted. Læs mere
Af hensyn til platformsintegriteten scannes alle anmeldelser på vores platform – verificerede eller ej – af vores automatiserede software døgnet rundt. Denne teknologi er designet til at identificere og fjerne indhold, der overtræder vores retningslinjer, herunder anmeldelser, som ikke er baseret på en reel oplevelse. Vi er klar over, at vi måske ikke fanger alle problemer, og du er velkommen til at gøre os opmærksom på det, hvis vi har overset noget. Læs mere
Se, hvad kunderne siger
Do not use this company, worst customer service and they don't fullfil thier obligation of Boiler Service. I took out thier full cover last year Sept 2025, and was promised a boiler service a... Se mere
Thu 27th August. Service was arranged quickly and co was great when i had to rearrange at short notice. Engineer was friendly and knowledgeable and arrived early in the day to complete the ser... Se mere
Virksomheden har svaret
I’m happy with the help and friendly professionalism sorting out my policy. Everything was explained very clearly so I understood what was what. It was a good price so I’m getting value for my money... Se mere
Virksomheden har svaret
Virksomhedsoplysninger
Om HEA
Skrevet af virksomheden
Save 20% on home emergency cover and 10% on appliance cover today.
HEA helps keep your home running - whatever goes wrong. From boiler breakdowns and heating issues to plumbing, drainage and electrical faults, our home emergency cover is designed to get things sorted fast, without the unexpected costs.
We also cover over 30 of your everyday household appliances - from washing machines and ovens to vacuum cleaners, coffee machines and more. So whether it’s a sudden breakdown or accidental damage, you’re not left footing the bill.
Fast, reliable help when you need it most. That’s why thousands of UK homeowners trust HEA for affordable, hassle-free cover and real peace of mind.
Get a QuoteKontaktoplysninger
Arena Business Centre, Holyrood Close, BH17 7FJ, Poole, Storbritannien
- marketing@homeemergencyassist.com
- homeemergencyassist.com
4,0
God
12 t anmeldelser
Bed kunder om at skrive en anmeldelse
Denne virksomhed inviterer sine kunder til at skrive en anmeldelse, uanset om den er positiv eller negativ
Har besvaret 98 % af deres negative anmeldelser
Svarer typisk inden for 1 uge
Sådan bruger denne virksomhed Trustpilot
Se, hvordan deres anmeldelser og bedømmelser indsamles, vurderes og modereres.
I have Boiler Service
I have Boiler Service, Plumbing and Drainage cover with this company. Last year my boiler was serviced and after they service water was leaking from the boiler. They insisted that I make a claim, even though the boiler was perfectly fine before the service. After several hours on the phone, they decided to send an engineer out. The man who serviced the boiler hadn’t tightened a bolt properly. The same happened when it was serviced in August! Because I hadn’t noticed it within the 7 days, they again insisted that I need to make a claim! I’m absolutely disgusted with this company and will cancel my policy with them. To rub salt in the wound, received an email with my details and asking if I would recommend them to friends!
14. september 2026
Uopfordret anmeldelse
Besvarelse fra HEA
Good Afternoon Mrs Kearns,
Thank you for taking the time to leave your review. We’re sorry to hear that you remain unhappy with the outcome.
We have fully reviewed your concerns regarding the boiler service completed in August. Our servicing arrangements provide a 7-day recall period for issues believed to be connected to a completed service. As the leak was reported outside of this period, we were unable to arrange a return visit as a service recall.
We also found insufficient evidence to establish that the recent service caused the leak, particularly given that a similar issue had occurred previously. For this reason, the issue would need to be reported as a new breakdown claim and assessed in accordance with the terms of your policy.
We appreciate this was not the outcome you were hoping for, but we are satisfied that the complaint was investigated appropriately based on the information available.
Kind Regards,
Home Emergency Assist
Reasonable price and very helpful
Just joined after leaving homeserve and found then very helpful and got a person immediately instead of a computer generated voice plus much cheaper so a winner.
8. september 2026
Besvarelse fra HEA
Hi Valerie,
Thank you for your fantastic review. We're delighted to hear that you found our cover competitively priced and that our team was able to assist you straight away. Providing a personal, friendly service without unnecessary delays is important to us, so it's great to know this made a positive difference to your experience. We're pleased to have welcomed you to HEA and appreciate your support.
Kind regards,
Nazeera.
We have had Home Emergency Assist cover…
We have had Home Emergency Assist cover for a number of years and we used it once for a plumbing issue - they did come out in a reasonable time on that occasion and repaired the issue, so was quite satisfied with the service at the time.
I called them again last night as our back door lock broke and the house was not secure. The policy suggested it would cover a locksmith. I phoned around 10.30pm, chased again at 11.30pm and was told I had been put through to the overflow team and was down as an emergency. I left my phone on all night expecting a call at anytime and woke up at 6am with no calls. I phoned again at 6am, the lady was apologetic but couldn't give me an update. Considering it's supposed to be emergency cover and they confirmed it was put through as an emergency as the house is not secure, it has not been dealt with as an emergency. We decided to cancel the claim and contact a locksmith ourself to secure the house this morning. I'm considering cancelling our policy and looking elsewhere as I've not found this recent experience very reliable and not sure of the benefit of paying for the policy if we can't rely on them to provide an emergency service. I was expecting it to be dealt with within a couple of hours and not left all night.
11. september 2026
Uopfordret anmeldelse
Besvarelse fra HEA
Good Morning Miss Packham,
Thank you for taking the time to share your experience. We are sorry that on this occasion the service you received fell below the standard you were entitled to expect from us, particularly given that your property could not be secured.
We have since completed a full investigation into what happened and identified a failure in the way your out-of-hours emergency was progressed, which unfortunately resulted in you being left without the assistance and updates you reasonably expected overnight.
We appreciate that you ultimately had to make your own arrangements to secure your home, and we completely understand the frustration and concern this situation caused. We have been in direct contact with you, provided our final response to your complaint, and reimbursement for the cost of the private repair has now been made. We have also taken steps to address the issues identified through our investigation.
We are sorry that your recent experience did not reflect the service you had previously received from us, and we appreciate you bringing this matter to our attention.
Kind regards,
Home Emergency Assist
Callum was very well informed and…
Callum was very well informed and assisted me with all my queries whilst on the phone to him, therefore I agreed to join.
4. september 2026
Besvarelse fra HEA
Hi David,
Thank you for your wonderful review. We're delighted to hear that Callum was well informed and able to assist with all your queries. Providing clear information and excellent customer service is something we pride ourselves on, so it's great to know this helped you make the decision to join. We appreciate your feedback and welcome you to HEA!
Kind regards,
Nazeera.
Great service from Calum
Great service from Calum
Very helpful and engaging on the phone.
Also found a great price £400 cheaper than my old provider quoted for renewal.
11. september 2026
Besvarelse fra HEA
Hi Colin,
Thank you for your fantastic review. We're delighted to hear that Calum provided such helpful and engaging service and was able to find you a great deal. Saving £400 compared to your previous renewal quote is excellent news. We appreciate your feedback and are thrilled to have been able to assist you with your cover.
Kind regards,
Nazeera.
Easy
Easy to arrange plumbing and drainage insurance at a competitive price on the web site . Hopefully if we do get a problem it will be just as easy to sort out
3. september 2026
Besvarelse fra HEA
Hi Alan,
Thank you for your review. We're delighted to hear that arranging your plumbing and drainage insurance was easy and that you found our pricing competitive. We hope you never need to make a claim, but if you do, we'll be here to make the process as smooth and straightforward as possible.
Kind regards,
Nazeera.
Very impressed with your colleague.
Very good communication from your associate at customer service ,Explained everything perfectly.
10. september 2026
Besvarelse fra HEA
Hi Michael,
Thank you for your review. We're delighted to hear that our customer service advisor communicated clearly and explained everything perfectly. We appreciate your kind feedback and look forward to assisting you again in the future.
Kind regards,
Nazeera.
Once a phone call came through the…
Once a phone call came through the process was straightforward.
On line though after numerous attempts, your system just wouldn't accept my phone number
8. september 2026
Besvarelse fra HEA
Hi John,
Thank you for your feedback. We're pleased to hear the process was straightforward once you spoke to an advisor. We're sorry you experienced issues entering your phone number online and appreciate you bringing this to our attention. Your feedback will help us improve our online experience.
Kind regards,
Nazeera.
I’ve been really happy with HEA so far
I’ve been really happy with HEA so far. Although I haven’t had to make a claim yet, the service has been really good and I’ve found them very helpful and straightforward to deal with.
The price is also very competitive compared with other options I looked at, which is one of the main reasons I chose them. Hopefully I won’t need to make a claim, but based on my experience so far, I’m very happy with the service and would recommend giving HEA a try.
20. juli 2026
Besvarelse fra HEA
Hi Aweis,
Thank you for taking the time to share your experience and for your recommendation. We're delighted to hear that you've found our service helpful, straightforward, and competitively priced.
At HEA, we strive to provide excellent customer service and great value from the very beginning, so it's wonderful to know that this has been reflected in your experience with us. While we also hope you won't need to make a claim, it's reassuring to know that we've earned your confidence should you ever need our support.
Kind regards,
Nazeera.
Excellent company who consider the…
Excellent company who consider the customer situation and considerate in resolving..
Mark is an excellent representative who understands the customer issues and try to resolve with good customer impact and experience..
8. september 2026
Besvarelse fra HEA
Hi Neeraj,
Thank you for your wonderful feedback and for taking the time to share your experience.
We're delighted to hear that Mark provided such excellent service and took the time to understand your situation. At HEA, we believe in putting our customers first, so it's fantastic to know that Mark was able to deliver a positive and considerate experience while working towards a resolution that met your needs.
Your kind words will be shared with Mark and the wider team, who will be thrilled to receive this recognition. Thank you for choosing HEA, and we look forward to continuing to support you in the future.
Kind regards,
Nazeera.
Besvarelse fra HEA
Hi Michael,
Thank you for your review!
We're delighted to hear that getting what you wanted was quick and easy. Providing a simple, hassle-free experience is exactly what we strive for, so it's wonderful to know we met your expectations.
Kind regards,
Nazeera.
The process of buying a policy was very…
The process of buying a policy was very clear and handled well by the agent Angel and the offering was competitive
7. september 2026
Besvarelse fra HEA
Hi John,
Thank you for taking the time to leave us a review.
We're delighted to hear that the process of purchasing your policy was clear and straightforward, and that you found our offering competitive. It's especially pleasing to know that Angel provided a positive experience and handled everything professionally.
We'll be sure to pass your kind feedback on to Angel, who will be thrilled to receive the recognition. Thank you for choosing HEA, and we look forward to continuing to provide you with excellent service.
Kind regards,
Nazeera
Besvarelse fra HEA
Hi Susan,
Thank you for your 5-star review!
We're delighted to hear that you found the instructions clear and concise. We strive to make every interaction as straightforward and easy to understand as possible, so it's great to know we achieved that for you.
Thank you for choosing Home Emergency Assist. We appreciate your feedback and look forward to being there for you whenever you need us.
Kind regards,
Nazeera
Not timely with their service
Not timely with their service. Had to wait more than 1 month to rectify a plumbing issue. Had to call them on the proposed day to remind the Engineer.
Then they cancelled my policy unilaterally afterwards with no explanation.
I had been paying premiums even before they rebranded.
Not the best experience.
10. marts 2026
Besvarelse fra HEA
Dear Ade,
Thank you for taking the time to share your feedback. I’m sorry to hear about the delays you experienced in getting your plumbing issue resolved, particularly that you had to contact us on the expected attendance date. We appreciate how frustrating this must have been.
I’d also like to clarify the position regarding your policy. While we aim to offer renewal terms wherever possible, unfortunately we cannot guarantee that renewal will be offered in every case. There are a number of reasons why we may be unable to provide renewal terms, and a decision not to offer renewal does not necessarily relate to the length of time a customer has been with us or the premiums they have previously paid.
We do, however, recognise that receiving this decision without a clear understanding of the reasons can be disappointing, particularly given your history with us.
Thank you again for your feedback. We take comments regarding both our service delivery and communication seriously, and your experience will help us identify where improvements can be made.
Kind regards,
Home Emergency Assist
AVOID
AVOID, have been paying insurance for an appliance for over 2 years to finding out now they only cover 20% of the appliance as it’s 8 years old!! Paid £420 for my fridge freezer will only receive £80 oh and to top it off i have to pay £100 for a call out fee and old appliance fee!! HIDDEN COSTS!! MAKE YOU LOOK LIKE STUPID IDIOTS DON’T BOTHER
26. august 2026
Uopfordret anmeldelse
Besvarelse fra HEA
Good Morning,
Thank you for taking the time to leave your review. We’re sorry to hear that you remain unhappy with the outcome of your claim and appreciate that the settlement offered was disappointing.
We would, however, like to clarify that your appliance was not excluded from cover because of its age. Following engineering assessment, it was found to be beyond economical repair. Under the terms of your policy, where an appliance over five years old is beyond economical repair, the contribution towards a replacement is calculated according to its age. As your appliance was purchased in 2017, the applicable contribution resulted in the £80 settlement offered.
We appreciate that this is significantly less than the cost of purchasing a replacement appliance. However, the age-related contribution levels, together with the applicable policy charges and excesses, are set out within the policy terms provided when cover is purchased.
We take concerns about the clarity of our policies seriously and are sorry that the level of cover available in these circumstances did not meet your expectations. Your concerns have been fully investigated through our formal complaints process, and a final response has been issued explaining our findings and the options available to you should you remain dissatisfied.
Kind regards,
Home Emergency Assist
Plumbing and drainage cover
Smooth easy transaction and very reasonable price for the overall cover package.
20. august 2026
Besvarelse fra HEA
Hi Gary,
Thank you for your 5-star review. While you may not have needed to use the service yet, we understand that your rating could also reflect your experience while taking out your policy online. We're delighted to hear that the sign-up process was positive, and we appreciate you choosing us. We hope that when you do need us, we'll continue to meet your expectations.
Kind regards,
Nazeera.
Pretty disappointing experience so…
Pretty disappointing experience so far...
Considering this company is called Home Emergency Assist, there appears a real lack of urgency to fix the issue reported.
I've been without use of my only shower for three days so far.
Having had to make two calls to report the issue on Tuesday, I was called by Plumbcare, who said they couldn't visit until Thursday to assess the issue. HEA did step in here and managed to get an apt for me the next day (props for this!).
Plumcare visited on Weds, but needed to order a part, which then had to be authorised by HEA beforehand. Having called for an update following the visit, I was assured the part had been authorised and I would receive a call shortly to arrange another visit.
Several hours later, with still no phone call, I called HEA again, only to be told they were only then authorising the for the part to be ordered!
A phone call shortly after from Plumcare had to arrange another visit for Friday! After saying this wasn't good enough, the lady said she would put an apt in for Thursday, but they may have to rearrange if they are too busy. So now I am left in limbo and perhaps waiting another two days for the issue to be fixed.
I understand there are procedures to follow, but its clear considering the product you sell, that HEA is wildly ill prepared to deal with emergencies by not having basic equipment available or enough contractors to fulfil demand.
Its such a shame as I renewed my HEA product earlier this year after a completely different experience which would have earned them 5-stars, but not this time.
**UPDATE** 27th Aug
So an engineer arrived early this morning to complete the work, no call beforehand but i'll take the win.
The engineer was great, assessed the problem and left briefly to purchase the waste plug needed to fix the issue and the whole process took under an hour.
Overall, the experience was harder than necessary, with glimpses of good service.
People pay for these protections so when issues occur, someone is there to fix them quickly, helping to alleviate the stress and disruption. Unfortunately, going through this process left me on edge and unsure when or if it would be fixed.
Thankfully, the issue is now solved, but it was a slog getting there.
26. august 2026
Uopfordret anmeldelse
Besvarelse fra HEA
Hi Robert,
Thank you for taking the time to share your detailed feedback. We're sorry to hear that your recent experience did not match the high standard of service you previously received from us.
We understand how frustrating it must have been to be without the use of your only shower and to experience delays, conflicting updates, and uncertainty throughout the repair process. While we're pleased that the issue was ultimately resolved and that both our team and the attending engineer were able to assist, we appreciate that the journey to resolution was not as smooth or timely as it should have been.
We have previously reached out requesting additional information so that we could investigate your concerns thoroughly, but unfortunately we have not received a response. We remain committed to reviewing the matter and understanding what went wrong.
If you would like us to look into this further, please contact us at complaints@homeemergencyassist.com with your policy details and reference to this review. Our team will be happy to investigate and provide a detailed response.
Thank you again for your feedback. It helps us identify areas where we need to improve, and we hope to have the opportunity to restore your confidence in our service.
Kind regards,
Nazeera.
National Plumbing insurance has it’s faults
We are in the middle of a complaints procedure caused, in my opinion, by the plumbing company employed by HEA being too far away from the client. We had a leak from the toilet pan connector that fits into a cast iron soil pipe (1930s house) and I showed the plumber that the outside of the soil pipe had flaking paint (from a short overflow). He worked for Plumbcare in Wakefield and we are in Nottingham (70 miles each way) so he said he would need to get his tech team to check out the soil pipe. This is where it went wrong … I sent emails to Plumbcare pointing out the danger of “falling between two stools” (no pun intended) and three days later & no contact from tech team, after various phone calls from us to Plumbcare I finally lost my patience and decided to do the job myself. (At the age of 79yrs) After buying several pan connectors the wrong size (you need 90mm for metal pipes) I am pleased to say that I finally fixed the leak myself. The moral ? Look for local plumbers !
17. august 2026
Uopfordret anmeldelse
Besvarelse fra HEA
Dear Mr Breeze,
Thank you for taking the time to leave your review. We’re sorry to hear about the frustration you experienced following the plumber’s attendance.
We have now completed our investigation into the concerns you raised with us. While we found that the contractor’s decision not to proceed with the repair during the initial attendance was reasonable based on the condition of the external pipework identified at the time, we do accept that the communication afterwards fell below the standard we expect.
You should have received a clear and timely update regarding the next steps, rather than having to repeatedly chase for information. We have therefore upheld this part of your complaint and have offered £50 compensation in recognition of the inconvenience caused.
We appreciate you bringing your experience to our attention and will use the feedback to help improve the communication customers receive following contractor visits.
Kind regards,
Home Emergency Assist
Quite easy to set up the policy online
15. august 2026
Besvarelse fra HEA
Hi Robert,
We're delighted to hear that you found setting up your policy online quick and easy. We work hard to make the process as simple and straightforward as possible, so it's great to know that was your experience.
Thank you for choosing HEA!
Kind regards,
Nazeera.
Took out a plumbing and drainage cover…
Took out a plumbing and drainage cover with HEA and was helped to join by MARK who was very helpful knowledgeable in his job to explain every detail of my cover.
Thanks again Mark
21. august 2026
Besvarelse fra HEA
Hi Eamonn,
Thank you for your wonderful 5-star review!
We're delighted to hear that Mark provided such helpful and knowledgeable service while assisting you with your Plumbing and Drainage Cover. Taking the time to explain the cover in detail and ensuring our customers feel informed and confident is exactly the level of service we strive for.
We'll be sure to pass your kind feedback on to Mark, who will be thrilled to know that he made your experience a positive one.
Kind regards,
Nazeera.
Dette er Trustpilot
Alle kan skrive en anmeldelse på Trustpilot. En anmeldelse er ejet af personen, som har skrevet den, og vedkommende kan derfor redigere eller slette den til enhver tid. En brugers anmeldelser bliver vist, så længe vedkommendes konto er aktiv.
Vi bruger en kombination af dedikerede medarbejdere og avanceret teknologi til at beskytte vores platform. Find ud af, hvordan vi bekæmper falske anmeldelser.
Læs om anmeldelsesprocessen på Trustpilot.
Hér finder du 8 tips til at skrive anmeldelser.
Verificering kan være med til at sikre, at det er rigtige mennesker, der skriver de anmeldelser, du læser på Trustpilot.
Det kan påvirke TrustScoren, når man tilbyder incitamenter i bytte for anmeldelser, eller når man kun spørger bestemte kunder, og det er imod vores retningslinjer.