It’s essential to thoroughly review all the Policy documentation.

This document outlines the coverage details of the Policy, including what is included and excluded under the Emergency Cover.com Policy, guidance on how to make a Claim, your rights regarding cancellation, and how to lodge a complaint if you are dissatisfied. Important details regarding your insurance contract between you and the underwriter are also included in this document.

Section 1: Our Service and Support Plans

Definitions

Certain terms and phrases within this document carry specific meanings.

When we refer to ‘we’, ‘us’, or ‘our’, we are indicating Emergency Cover.com, operating under the trade name Elite Energy Personnel Ltd, with company number 09971569, are acting on behalf of the Underwriter in the management and administration of this Policy, including its authorised agents and engineers, unless stated otherwise.

The terms ‘you’ or ‘your’ refer to the individual who benefit from this Policy.

Agreement

This agreement pertains to our Service & Support Care Plans, which encompass the following benefits:

  • An annual boiler or air source heat pump service.
  • For landlord boiler plans, a Gas Safety inspection is performed on the rental property.
  • Round-the-clock access to our 24/7 support centre.
  • The privilege of tapping into our network of certified and qualified engineers to ensure the proper functionality of the systems covered by the plan you have selected according to your specific needs (referred to as the “plan”).
  • Additionally, our website may provide online guidance and advice regarding the systems included in your plan.

This contract establishes a maintenance service agreement between you and Emergency-Cover.com.

Please note that any repairs and replacements not covered within the annual service may be subject to separate charges, and Emergency-Cover.com reserves the exclusive right to offer such services.

It’s important to clarify that this agreement does not constitute an insurance policy.

Annual Servicing & Initial Health

When you sign up for a cover plan, you’ll be asked to confirm when your next boiler or air source heat pump service is due. Based on the date you provide, we’ll arrange your first service visit, which will also include a full initial health check of your system.

Following this, you’ll receive a full annual service every year as part of your plan. These annual services are typically scheduled during the quieter summer months (March to September) to help ensure your system runs efficiently all year round.

Landlord Gas Safety Inspection

As a landlord with a gas or LPG boiler or Air Source Heat Pump, we will conduct an annual Landlord Gas Safety Inspection. We will contact you each year to arrange a visit from an authorised service engineer to your property. During this visit, the engineer will perform a thorough gas safety check, which includes inspecting the gas meter, gas pipework (from the meter), and up to three gas appliances at your property.

After the inspection, we will provide you with a report confirming that the check has been completed. If any component fails to meet safety standards, we will include the full details in the report. Please note that if the system fails, the inspection will cost £ 79, and an additional £150 will be charged if further work is required. We will waive the labour charge for any necessary repairs, though customers are responsible for the cost of parts.

Making  A Claim

If you encounter a problem in your property, and need to make a Claim, please reach out to us at your earliest convenience.

Claims can be submitted by you or a person acting on your behalf.

You can make a Claim by telephone on 0333 034 6641, all contact details can be found under Section 5 of this policy. Your claim will be recorded by our support team, who will schedule one of our engineers to evaluate the issue, in accordance with the Policy Terms & Conditions.

Please note, Emergency cover.com will not be responsible for covering costs of worked carried out by engineers not authorised by us. You cannot make a Claim under the Policy for pre-existing faults before entering into this agreement or within the initial first 4 weeks after entering into this agreement, unless you are on the £99 Repair Plan. Further exclusions are listed under section 3.

Fixed Fees Or Call Out

The fixed fee represents the cost per call-out, as specified above (referred to as the “fixed fee”), and it is to be settled via credit or debit card before we authorise and proceed with a call-out. It’s essential to note that no fixed fee is applicable for your annual boiler service (and if you are a landlord, your Landlord Gas Safety Inspection) or your air source heat pump services.

We retain the right to modify the chosen fixed fee amount you’ve elected to pay if you request more than one engineer call-out per month from the initiation date and continue for each month. If you disagree with the proposed alteration to the fixed fee, you have the option to terminate this agreement by notifying us within 14 days of our notification regarding the fixed fee adjustment.

In the case of a recurrent issue, as determined by our qualified independent engineers, within a 30-day timeframe, no additional fixed fee will be applicable.

If you have chosen the £99 repair plan along with a 12-month subscription, you are required to pay the fixed fee of £99 via credit or debit card prior to the booking of the engineer.

For your annual subscription, you have the right to choose between a direct debit option spread over 12 months or making a full payment.

If your selected plan includes a call-out charge, the payment for this service will be processed prior to scheduling the engineer, via credit or debit card.

If the Claim is cancelled before our engineer arrives, or if they don’t start any work due to the problem not being covered, your fixed fee / call out fee payment(s) will not be refunded, and the Claim will be cancelled. Where you or our engineer identify additional work that is not linked to the original problem claimed for, you will need to raise an additional Claim and pay another call out fee.

Section 2: Our Plans System Specific Terms

Heating Controls

What Is Covered

Breakdown of standard parts in a domestic air source heat pump, including associated components like thermostats, frost stats, clocks, timers, and programmers.

What isn’t covered

  • Smart or internet-connected thermostats or devices.
  • Resetting/reprogramming your controls or replacing batteries.
  • Combined cooking and heating or power and heating appliances.
  • Accidental damage or anything other than fair wear and tear.

Central Heating

What Is Covered

Breakdown of standard parts of the associated heating and hot water system, including pumps, motorised valves, radiator valves, pipework, and parts and fittings associated with the hot water feed and expansion tank.

What isn’t covered

  • Servicing, clearing, replacing, or repairing magnetic filtration devices.
  • User tasks detailed in your user guide, such as re-pressurizing your system or bleeding your radiators.
  • Non-standard parts or systems, towel rails, towel rail valves, and curved radiators.
  • Airlocks or the balancing and venting of radiators.
  • Replacing radiators, water tanks, or cylinders that cannot be repaired.
  • Electric immersion heaters and condensate pumps.
  • Parts of a system specifically designed for underfloor heating, swimming pools, and renewable energy.
  • Unvented hot water, thermal storage, warm air, or systems that require specialist work or qualifications.
  • Accidental damage or anything other than fair wear and tear.
  • Decorative radiators, decorative valves, towel rails.

Plumbing Pipework

What Is Covered

Repairs to leaks on the hot and cold-water pipes inside your home between the stopcock and your taps or appliances. This includes gas leaks on copper gas pipes inside your property, supplying gas to your gas appliances from a domestic gas meter.

What isn’t covered

  • Appliance connections such as flexible washing machine and dishwasher hoses.
  • Accidental damage or anything other than fair wear and tear.
  • Sanitaryware, taps, mixer taps.
  • Hoses and gas connections on the gas meter cooker, hob gas fire, or any other appliance other than the boiler.
  • Accidental damage or anything other than fair wear and tear.
  • Concealed gas pipes

Home Electrics

What Is Covered

Repairs to the mains wiring & electrics which includes circuit breakers, fuse boards, switches and sockets inside your property that connect to the main supply.

What isn’t covered

  • Electrical appliances, burglar alarms and camera systems, shower pumps, cooker extractor hoods, storage and panel heaters, underfloor heating, swimming pools, controls, pumps, detectors, electrical plugs, rewiring, and solar panels and their inverters.
  • Supply cables up to the fuse box or mains isolation switch.
  • Outside lighting or any electrical equipment located in outbuildings or outside of your property.
  • Rubber or lead-wrapped cables.
  • Replacing or upgrading fuse boards or consumer units.

Taps, Toilets & Drains

What Is Covered

Repairs to faulty taps, toilets and drains. Leaking or blocked standard domestic internal or external drains you are responsible for within your boundary.

  • Repairs to standard dripping or seized taps and replacement of non-ceramic tap washers located inside your property.
    Note: If your tap(s) cannot be repaired, we may be able to replace them, provided they are easily accessible, but you would be required to source and supply the taps.
  • Standard toilets that are leaking, blocked, not filling, not flushing, or overflowing, including standard mechanical parts that are available from major UK trade suppliers.

What isn’t covered

    • Shared drains for which you are not solely responsible.
    • Drains that have collapsed or been damaged by tree roots.
    • Blockages caused by non-flushable items such as fat, nappies, baby wipes, toilet fresheners, or other items that should not go down the drain.
    • Waste fittings that connect your internal waste pipes to your sanitary ware, such as plug holes, pop-up waste, and sanitary overflow fittings.
    • Rainwater guttering and downpipes, manholes and their lids, soakaways, cesspits, drainage pumps, macerators, septic tanks, treatment plants, and their outflow pipes.
    • Electric toilets, saniflows, and/or macerators.
    • Non-standard toilets such as wall-mounted, concealed, or pressurised toilets.
    • Toilets that need to be removed to complete a repair or toilets that cannot be repaired and require replacing.
    • Outside taps.
    • Repairing or replacing sanitary ware – which is ceramic or other, such as sinks, basins, baths, or toilet bowls.
    • Accidental damage or anything other than fair wear and tear. Note: If you have a standard toilet that requires non-standard mechanical parts or parts that are not readily available from major UK trade suppliers and we cannot replace them with standard parts, you would be required to source and supply the parts for us to complete the repair.

Roof Protection – Exclusive Add-On

What Is Covered

Supplying and securing a temporary tarpaulin sheet in the event of extreme winds (more than 55mph) that have directly caused damage to the tiled pitched roof over your main residence, resulting in water ingress.

Note: We can only attend roof jobs during daylight hours when the weather is dry and stable for health and safety reasons.

What isn’t covered

    • Flat roofs, or any roofs other than those of a tiled pitched construction over your main residence.
    • Temporary or permanent repairs to your roof.
    • Damage caused by anything other than extreme wind.

Air Source Heat Pumps

What Is Covered

All Air Source Heat Pump plans come with a free annual service which includes checks of operation system settings, external evaporator heat exchanger, system expansion vessels, hot water pasteurisation settings; cleaning of heating system filter, record system operation parameters and service report detailing system status and any possible remedial works

Please Note: For health and safety reasons, we can only carry out installation or servicing of heat pumps located on the roof during daylight hours and when weather conditions are dry and stable.

What isn’t covered

    • Any re-gassing of any air source heat pumps is not included in the cover plans, though it can be offered upon request with a quote.
    • Compressors are excluded
    • Evaporators and Condenses are excluded
    • ASHP Controller module

Parts Allowance

The cover plans we have implemented include a monthly parts allowance unless it is deemed Beyond Economical Repair (BER) please see BER section.

Boiler

  • Boiler – £250
  • Boiler & Heating – £500
  • Boiler & Home – £500
  • Boiler Complete – £750
  • System Only – £250

Air Source Heat Pump

  • ASHP- £250
  • ASHP & Heating – £500
  • ASHP & Home – £500
  • ASHP Complete – £750
  • ASHP System Only – £250

Section 3: Terms and Exclusions

General Exclusions

The following items are also excluded from the coverage plans, as we will not offer assistance or support for them.

  • Faults pre-existing before entering into this agreement or within the initial first 4 weeks after entering into this agreement, unless you are on the £99 Repair Plan.
  • Any item that is not included in the coverage outlined in the section ‘What is covered’
  • Systems or appliances not installed, maintained and used in accordance with the manufacturer’s instructions, current regulations, or best practices.
  • Replacement of heat exchangers or repair of faults caused by limescale, sludge, or other debris.
  • User tasks detailed in your user guide, such as re-pressurizing your system or bleeding your radiators.
  • Systems powered by anything other than natural gas and LPG, if you have a boiler plan.
  • Non-standard systems or parts.
  • Trace and access (work required to locate the fault).
  • Upgrades or improvements to your system.
  • Issues related to steel, lead, or iron pipes.
  • Damage caused by us to perform any repair or maintenance you requested.
  • Damage linked to or caused by your gas, water, or electricity supply.
  • Concealed Showers and shower pumps.
  • Faults or damage caused by a third party.
  • Issues that do not affect how your central heating / hot water system works.
  • Intermittent faults not identifiable at the time of the approved engineer’s attendance.
  • Systems not solely used for domestic purposes and situated entirely within a domestic property.
  • Faults occur when your property has been unoccupied for over 30 days.
  • Systems with pipework 35mm or more in diameter, a commercial gas meter, or any other work requiring commercial gas qualifications for repair.
  • Issues where we reasonably consider a health and safety risk.
  • Maintenance work is required to keep your systems in good working order.
  • Replacement of consumables (external fuses, batteries, seals/gaskets, fuel).
  • Faults not reported within 24 hours of awareness.
  • Seals and grouting, typically filling gaps between tiles and sanitary ware.
  • Frozen pipes or faults caused by freezing.
  • Damage covered by any insurance policy.
  • Parts/equipment still under the manufacturer’s warranty.
  • Faults arising between tenancies if you are on a Landlord plan.
  • Systems that have been flooded or submerged in water.
  • Any type of system-related filter, including but not limited to central heating filters.

Beyond Economical Repair (BER)

  • Your boiler may be deemed Beyond Economical Repair (BER) under the following conditions:
    • The manufacturer of your boiler brand advises us in writing that your boiler is BER.
    • The manufacturer no longer stocks parts for your boiler.
    • An independent Gas Safe registered engineer working with us determines that the boiler is BER due to damage caused by another fault.
    • Removal of your boiler from the wall is necessary to complete a repair.
    • Your boiler is over 15 years old, and multiple parts are needed to address the current fault.
    • The parts needed to be fitted are above the cost of repair as per the BER Ratio Scale

Replacement or Contribution – Boiler

If your boiler is under seven years old and considered BER, we may opt to replace it.

If your boiler is seven years old or older and deemed BER, we may contribute £500 towards a new boiler. This contribution will be made, providing emergency cover supply & installing the new boiler.

When is a Boiler Considered Beyond Economical Repair (BER)

Your boiler may be classed as Beyond Economical Repair (BER) if one or more of the following apply:

    • Parts are no longer available for your boiler model.
    • One of our trusted Gas Safe registered engineers assesses the boiler and finds it’s BER due to damage caused by another fault.
    • The boiler would need to be removed from the wall in order to carry out a repair.
    • Multiple parts are needed to fix the issue, making the repair no longer cost-effective.
    • The total cost of repair is higher than the value of the boiler, based on our BER Ratio Scale.

Conditions for considering a boiler replacement or contribution towards a new boiler:

If your boiler is deemed Beyond Economical Repair (BER), we do not offer a free replacement. However, we may contribute up to £500 towards the cost of a new boiler, provided the replacement boiler is both supplied and installed by Emergency Cover.

A boiler is classed as BER when the cost of parts and labour to repair it exceeds the current value of the boiler or the cost of a new installation.

Please note:

    • The contribution is not guaranteed and is subject to assessment and approval.
    • This offer applies only when Emergency Cover supplies and installs the new boiler.
    • No contribution will be made if the boiler is replaced by another provider or if the customer opts for a cash equivalent.
    • Emergency Cover reserves the right to refuse contribution where misuse, neglect, or lack of servicing has contributed to the fault.

Additional Points

    • We will only cover the cost of replacement boilers we supplied and installed.
    • The replacement will be suitable for your property, but we are not responsible for the cost of a “like-for-like” replacement.
    • We are not responsible for the costs of any upgrades needed to meet current regulations.

You can cancel this agreement without any termination fee if you are not eligible for a boiler replacement or contribution towards a new boiler.

Contract Term

Standard Cover Plans

Our standard contract term runs for 12 months from the date you sign up. After this initial 12-month period, your plan will automatically continue into the next 12 month plan unless it is cancelled in line with our terms. If you’re on the £99 Repair & Cover Plan, please refer to the specific terms outlined below.

£99 Repair & Cover Plans

When you sign up for a £99 Repair & Cover plan, you’re committing to a 12-month subscription. This helps spread the cost of the initial repair and ongoing protection. To get the full benefit of the plan, the subscription must run for the full 12 months without being cancelled early.

If you decide to cancel before the 12-month term ends, you’ll be charged the full cost of any repairs and visits already carried out. (See below for how to cancel once the 12 months have passed.)

Please note:

This plan does not include a cooling-off period. If you cancel during the first 12 months, the remaining balance of your subscription will still be due. For more information, please see the section on Missed Payments.

If we are unable to repair your boiler due to reasons beyond our control, the £99 fee will cover the initial diagnostic visit. Unfortunately, this fee is non-refundable—even if the boiler is found to be beyond repair. This plan is also subject to an initial inspection before full cover begins.

For full details, including terms related to boilers and Air Source Heat Pumps, please read the full Terms & Conditions of this agreement.

Cooling Off Period

Customers who sign up for a monthly rolling subscription are entitled to a 14-day cooling-off period from the date of initial sign-up. During this period, you may cancel your plan and receive a full refund, provided no services have been used.

After the 14-day cooling-off period, cancellations require a minimum of 14 days’ notice, as outlined under the Cancellation section of this agreement.

Important: The £99 Repair & Cover Plan is excluded from the 14-day cooling-off period. By purchasing this plan, you acknowledge and agree that it is non-refundable and not subject to cancellation once payment has been made.

Section 4: General Terms

This service agreement provides 24/7 telephone support and access to our network of approved engineers. It is not an insurance contract and is not regulated by the Financial Conduct Authority. If we introduce a comparable insurance product, you agree that, at our discretion, we can transition you to an insurance contract at your next renewal or earlier if requested by you or the regulator.

Key points regarding this service agreement include:

  • Any benefit under this service agreement related to the occurrence of an uncertain event will be provided at our absolute discretion.
  • The laws of England and Wales govern this agreement and its interpretation.
  • We will handle your personal data per our privacy policy, available at www.emergency-cover.com/privacy-policy.
  • We will fulfil our obligations under this agreement within a reasonable time, barring circumstances beyond our reasonable control.
  • Only you can benefit from this agreement.
  • All repair work is guaranteed for 30 days from the repair completion date.
  • We reserve the right to transfer our rights or responsibilities under this agreement to another organisation at any time, notifying you promptly.
  • We may modify these terms and conditions occasionally, and you will be notified immediately.
  • All parts and materials we supply will be standard industry parts purchased from a reputable heating supplier. We are not responsible for the cost of a “like-for-like” replacement part if it exceeds the cost of an equivalent standard part.

Missed Payments

If a payment is not made by the due date, the policy will be suspended, and you will be ineligible to file a claim. We will provide written notification within 10 working days following the payment due date. If the outstanding amount is not settled within 30 days of the due date, the policy will be cancelled. To initiate a claim while the policy is suspended, you must first clear any outstanding payments before we can dispatch an engineer.

If we do not receive a response from you or the remaining outstanding policy funds, we will be compelled to initiate legal action. This may involve court proceedings and/or debt recovery efforts to reclaim the outstanding amount from your property.

Your Appointment

We will address your claim within a reasonable timeframe. If unforeseen circumstances arise that prevent us from adhering to this schedule, we will inform you promptly and provide an alternative time for our visit. Additionally, if you are unavailable during the scheduled visit, please ensure that an adult (over 18) is present to make decisions on your behalf.

Our Engineers

Typically, one of our engineers will perform any necessary work at your property. However, there are instances when we may engage a suitably qualified contractor to complete the task instead.

Additional Claims

Repairing or replacing any components related to a single reported issue is classified as one claim. If additional faults are identified in separate parts of your system that are unrelated to the initial problem, a separate claim must be submitted to address those repairs.

Our Guarantee

All parts utilised by us for the completion of repair work will be guaranteed for a period of 30 days from the date of repair completion.

Parking Restrictions

When submitting a claim, you will be required to indicate any parking restrictions that may apply, including the necessity for a parking ticket, a parking permit, or the inability to park near your property. The absence of available parking may impact the timely processing of your claim.

Creating Access

When our engineer arrives at your property, they will identify the source of the issue. If direct access is not available, they will need to create access. Should you wish for them to proceed in this manner, please confirm your approval while they are on-site.

Please note that, unless specified in the “What is Covered?” section, this policy does not provide coverage for any damage that may occur to the property, its contents, fixtures, fittings, flooring, or sanitary ware—unless such damage is a result of our engineer’s negligence. If you prefer not to allow access creation, we will be unable to advance your claim until you have made the necessary arrangements for access.

Replacement Parts

In instances where we need to replace parts, we will utilise standard alternatives that are approved by Emergency Cover.com. These replacements may not be identical and could differ in make, model, or type of fitting. However, we will strive to use identical components whenever feasible.

Section 5: Cancellation & Complaints

How Can I Cancel My Plan?

If you wish to cancel your cover plan; you (as the named Plan holder) or an authorised representative, must contact us providing us 14 days’ notice either by telephone, writing or in your customer account area.

You may cancel your cover plan at any time and choose an appropriate cancellation date, however, please note that if you have taken out the ‘£99 Repair & Cover’ plan, you are committed to pay all future monthly payments due for the remainder of the policy term or pay the remainder for the twelve-month plan. Please see missed payments.

No refunds or visits will be given upon cancellation.

Renewal

Your policy will continue for a period of twelve months, unless it is cancelled by you or us before then. If you do not wish to cancel after twelve-month period, you will automatically roll into a monthly rolling subscription.

How can Emergency Cover.Com cancel?

During your contract, we reserve the right to terminate your agreement at any time under the following circumstances, by giving you 14 days’ notice in writing

  • If you furnish false or inaccurate information.
  • If you fail to make payments for your plan.
  • If you engage in threatening or abusive behaviour or language.
  • If we deem your system unsuitable for our support plans.

Moving Home or Boiler Replacement

You are responsible of informing Emergency Cover.com of any change of address so we can assess if the policy can be transferred. Please inform us promptly if you relocate or acquire a new boiler or air source heat pump, and we will explore the following options with you:

  • Transferring your current agreement to your new residence.
  • Substituting your existing agreement with a new one.

Concluding your agreement, as outlined previously, with any relevant termination fee as specified

Need to make a complaint?

If you are dissatisfied with the service you received or wish to file a complaint, please do not hesitate to contact us.

Call us on 0333 034 6641 Monday to Friday between 9:00am and 4:00pm.

Alternatively you can email us at: info@emergency-cover.com

We will aim to contact you within two business days to address your issue or complaint.

If you have any questions or require clarification regarding any terms outlined in this service and support agreement, or if you are uncertain about which plan would best suit your needs, please do not hesitate to contact the Support Team at 0333 034 6641.

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