Appointment was booked swiftly. The engineer that visited was very thorough and helpful answering my questions. Very tidy workmanship Would have given 5 stars but haven't received any paperwork o... See more
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Review summary
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The explanation of the plans available easy to follow, the price and ease of website very good as was the confirmation. The only reason five stars not given is I have not required a call out having j... See more
Company replied
I had to use this route to sort the insurance because I couldn't get anyone to sort it out properly when renewal date was reached. I was fed up trying to sort it out that way which was very disappoint... See more
Company replied
The engineer left the boiler turned off so I had no hot water next morning, I don't think he had even seen the boiler I had as he didn't even know how to light up the display
Company replied
Company details
About HEA
Written by the company
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 QuoteContact info
Arena Business Centre, Holyrood Close, BH17 7FJ, Poole, United Kingdom
- marketing@homeemergencyassist.com
- homeemergencyassist.com
3.9
Great
12K reviews
Replied to 99% of negative reviews
Typically replies within 1 week
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Rubbish company don’t buy
March 18, 2025
Reply from HEA
Good morning Mr Khan,
Thank you for taking the time to leave us a review.
Having reviewed your account, I can confirm that you have not held an active policy with us since 27/05/2025. As such, we are unsure whether your review may have been intended for another company.
If you believe this is incorrect or would like us to look into this further, please do not hesitate to contact us and we will be happy to assist.
Kind regards,
Customer Relations
Reply from HEA
Hi Jeff,
Thank you for your kind words! We’re delighted to hear that you found our agent knowledgeable and helpful. Your feedback is much appreciated and motivates us to continue providing excellent service.
Kind regards,
Nazeera.
I am surprised that in this day and…
I am surprised that in this day and age, I could not pay my insurance renewal premium via an online system!!
I was away when my premium was due and there was no other way, other than paying by phone on the due date. Also it was a weekend. Eventually, I had to ask someone else to pay it on my behalf, which is really embarrassing!!
January 23, 2026
Unprompted review
Reply from HEA
Good morning Mr Partha,
Thank you for taking the time to leave us a review.
We do offer an online portal where you can manage and update your renewal details. However, on this occasion it appears that the card previously used for payment had expired and the payment date had passed. As a result, it was necessary for you to speak directly with our Customer Service team to resolve this.
I can confirm that you spoke with one of our agents on 26/01/2026, and the matter has now been successfully resolved.
Kind regards,
Customer Relations
Avoid at all cost
If you want to get home emergency cover, then go for any company other than Home Emergency Assist. They will not assist you when you have a home emergency and will try to find excuses and loopholes in the policy to deny you assistance. Absolute waste of my money. Will never go with them again.
January 26, 2026
Unprompted review
Reply from HEA
Good Afternoon Dr Kale,
We are sorry to hear you are unhappy with a claims experience as you have not put to much detail on here of what happened we ask that you please email - Complaints@legalprotectiongroup.co.uk Who will be able to look into this further for you.
Kind Regards,
Customer relations.
Helpful telephone contact
I had a very helpful telephone conversation with one of your advisors when I rang to discuss the renewal of my policy
January 26, 2026
Reply from HEA
Hi Andrew,
Thank you for your kind feedback! We’re really pleased to hear that you found the telephone conversation helpful and that our advisor was able to assist you with your renewal. We appreciate you taking the time to share your experience.
Kind regards,
Nazeera.
very good package
January 23, 2026
Reply from HEA
Hi Clive,
Thank you for your feedback! We’re glad to hear you’re happy with your package and appreciate you taking the time to share your experience
Kind regards,
Nazeera.
Extremely Disappointed- such a scam
Updated after reading their reply!
Shame on you Home emergency Assist! Your engineer did nothing for our external pipe, infact he said: “ your husband has already done what was required so I don’t need to do anything.” He made a mess inside the home underneath our kitchen sink and that is still leaking! I will not fix it and I will wait for the weather to get better as your so called engineers told us. Now if after the weather change I still see the “condensation” then you will explain me what kind of condensation it is that was never there before your engineer showed up! Ridiculous liars!
Our experience with Home Emergency Assist has been terrible.
You need to quit ur job to be able to keep calling them everyday as they don’t care and respect your time. There is no concept of “Emergency.”
We called them for a main pipe burst in our backyard, but the engineer refused to properly fix it, claiming that “a temporary fix had already been done by us (home owners)” and that Home Emergency Assist only deals with temporary repairs. This left the original issue unresolved.
Worse still, the engineer interfered with a loose tap cap under our sink, which was not part of the claim and had never caused any problems. Since then, a slow leak has developed that did not exist before his visit.
We reported this, but two further engineers dismissed the issue as “just condensation.” The leak continues, yet Home Emergency Assist has refused to take responsibility and told us to hire a private plumber at our own cost.
They failed to fix the original problem, created a new one, and then washed their hands of it. This service has caused nothing but inconvenience and stress. I would strongly advise others to avoid this company.
January 7, 2026
Unprompted review
Reply from HEA
Good Morning Mrs Mahmood,
Your claim was logged on 7 January 2026 for an external water supply leak. In line with Section C – External Water Supply Pipe, cover applies to leakage of the water supply pipe from and including the main stopcock up to where it connects to the public water main, provided you are responsible for the pipe. An engineer attended on 8 January 2026 and carried out emergency works to stop the active leak. The engineer confirmed that the leak was associated with pipework feeding an outside tap and that the outside tap itself had already been isolated prior to arrival.
While emergency assistance was correctly provided to make the situation safe, external taps and external pipes are not covered under Section B – Plumbing & Drainage, which specifically excludes external pipes and taps. The actions taken on site were therefore appropriate and fully in line with the policy, which provides emergency assistance rather than full repair or replacement of excluded items.
You also asked for pipework under the sink to be inspected. This was assessed on three separate occasions by different engineers. On each visit, no active leak was identified, and the moisture observed was confirmed to be caused by condensation. Under Section B – Plumbing & Drainage, condensation does not constitute a plumbing failure or leak and therefore does not require repair under the policy.
We acknowledge that the initial attendance took place the day after the claim was logged; however, the claim was reported in the evening and the contractor attended the following morning. This meets the emergency attendance standards set out under the policy. No vulnerabilities were identified, and no loss of essential services remained following the emergency works.
Kind Regards,
Customer Relations.
Reply from HEA
Hi Stuart,
Thank you for your feedback! We’re pleased to hear you found our service reasonably priced and easy to access. We appreciate you taking the time to leave a review.
Kind regards,
Nazeera.
Came home from work this morning and…
Came home from work this morning and fuse box had tripped. Unplugged everything and went through each switch until it identified the problem being in the kitchen. Contacted Home Emergency Assist and explained what had gone on, and how I was now without the use of any kitchen appliances except one plug socket. So no working fridge freezer, no working cooker. No dishwasher. No washing machine. Just one plug socket. I explained that I worked nights. Lady says she'll ''get that sent over for you and somebody will be in contact soon to sort it out '' Umpteen phone calls later, with apologies saying ''i don't know what's gone on there'' and I'm still without electricity in my kitchen. I'm now in work and it's 22.42 and I've been in the phone again requesting an electrician. I've been told by the lady receptionist to expect a call soon. I'll keep updating this to show what a sh.t show this company is running. Definitely one for the ombudsman this!!!
January 17, 2026
Unprompted review
Reply from HEA
Good morning Mr Slater,
Thank you for taking the time to leave us a review.
We have been trying to contact you via Trustpilot to obtain some details of your policy so that we can look into this matter fully for you.
Please could you email us at complaints@homeemergencyassist.com, including your policy details, and we will be happy to investigate this further on your behalf.
Kind regards,
Customer Relations
Reply from HEA
Hi Jay,
Thank you for your great feedback! We’re glad you found the process easy to understand and simple to buy. We really appreciate you taking the time to share your experience!
Kind regards,
Nazeera.
Emma Rich
Emma Lewis
Local Guide·21 reviews
just now
New
This policy is not worth the paper it is written on. Tried to make a claim on our water leak but was unsuccessful because of small print that you had to report within 48 hours. I stated that I first noticed water on the floor 5 days ago but thought it was just sink splash. Literally, the moment I realised that I had a leak I reported it. But this was not upheld. Who on earth would assume that they had a leak because of a few drops on a floor next to a sink!!?? I raised a complaint and was told I would receive a reply within 48 hours. I’ve chased twice but here we are ten days later and no response. Customer service is shockingly poor. I was told by one agent ‘don’t bother raising a complaint because it won’t be upheld’
She obviously knows how poor the company is that she works for.
I will be cancelling the policy and using a competitor. Save Your money and go elsewhere
January 6, 2026
Unprompted review
Reply from HEA
Hello Emma,
Thank you for taking the time to share your feedback. We’re genuinely sorry for the frustration this situation has caused and for the delay you experienced while awaiting a response to your complaint.
We appreciate your explanation of the circumstances surrounding the water issue. While we understand that the initial signs appeared minor and were believed to be sink splash, during the claims process it was confirmed that water had first been noticed approximately five days prior to the claim being reported. Unfortunately, under the terms of the policy, claims must be reported within 48 hours of first noticing an issue, regardless of the perceived severity at the time. As the issue was identified outside of this reporting timeframe, the claim fell outside the scope of cover and was therefore declined in line with the policy conditions.
We are sorry if this policy term was not as clear as it should have been and appreciate that customers are not expected to diagnose faults themselves. However, the reporting timeframe applies from when an issue is first noticed, not from when the cause is confirmed.
We’re also concerned to hear about your experience with our customer service and the delay in responding to your complaint. This is not the level of service we aim to provide, and your feedback has been noted so we can review this internally.
Thank you again for raising this with us. We regret that we were unable to provide the outcome you were hoping for on this occasion.
Kind regards,
Home Emergency Assist
Reply from HEA
Hi Carol,
Thank you for your kind feedback! We’re glad we could be of help and appreciate you taking the time to leave a review.
Kind regards,
Nazeera.
A win win result!
I has a telephone consultation with a member of HEA staff. He was very helpful in directing me to the right level of cover and at no time did I feel that i was being pressurised into paying for more than I needed. The agreed payment was for a better level of cover than previously and at a better price.
A win win result!
Graeme Jeal
January 14, 2026
Reply from HEA
Hi Graeme,
Thank you so much for your kind words! We’re thrilled to hear that your consultation was helpful and that you feel confident in the level of cover you chose. Our team always aims to make sure our customers get the right policy for their needs—without any pressure—so it’s wonderful to know you had a “win-win” experience.
We really appreciate your feedback and your trust in HEA.
Kind regards,
Nazeera.
It took me over a week to get quotes…
It took me over a week to get quotes and manage what I wanted. I spoke to someone over the phone after doing it online. I got some great discounts and would recommend.
January 13, 2026
Reply from HEA
Hi Patricia,
Thank you so much for taking the time to leave us a 5-star review. We’re really pleased to hear that our team was able to help you find the right cover and apply some great discounts after discussing your options over the phone.
We appreciate your patience throughout the process and are delighted you’d recommend us. If you ever need any further support, please don’t hesitate to get in touch.
Kind regards,
Nazeera.
Headline
Headline: Avoid – They use technicalities to dodge valid claims
"Extremely disappointed with Home Emergency Assist. My washing machine belt broke during the initial 28-day period, which they refused (fair enough). However, after I paid out of my own pocket to have it professionally fixed, they are now refusing to cover a completely separate control panel issue months later. They are demanding I pay for a professional report to prove the machine works before they will honour my policy. What is the point of paying for insurance if you have to pay for your own repairs and reports anyway? Avoid this company; they look for any excuse not to pay out."
May 7, 2025
Reply from HEA
Good Morning Mr Woodward,
Thank you for taking the time to leave us a review. I have looked into this for you.
I can see you set the policy up online on 06/05/2025 to cover one appliance (your washer-dryer).
You first attempted to make a claim on 12/05/2025. This was declined as it fell within the initial 14-day period from the policy start date.
You then contacted us again on 15/07/2025 to make a further claim. As a previous claim had been reported shortly after the policy started, our Claims Department requested confirmation/evidence that the appliance had been repaired and was working prior to the new claim being logged. They have advised that they did not receive a response to this request, so they were unable to progress the claim further.
If you would like the Claims Team to review this again, please contact us with the requested information and we will be happy to ask them to re-check the position.
Kind regards,
Customer Relations
VERY EASY TO SORT OUT A COVER INSURANCE…
VERY EASY TO SORT OUT A COVER INSURANCE FOR OUR WATER PIPES, DRAINAGE + ELECTRICS, IN OUR HOUSE. I DID THIS BY PHONE. KALEB WAS VERY POLITE AND PLEASANT AND EXPLAINED EVERYTHING TO ME. HE ANSWERED ALL OF MY QUESTIONS AND ASKED ME IF I WAS HAPPY WITH EVERYTHING THAT WE HAD TALKED ABOUT. THERE WAS NO PUSHING TO SPEND MORE MONEY ON OTHER INSURANCE COVER EITHER.
I TRIED USING THE INTERNET, BUT I JUST KEPT COMING BACK TO THE SAME PAGE. I MENTIONED THIS TO HIM AND HE SAID THAT HE WOULD PASS IT ON TO THE DEPARTMENT WHO DEAL WITH THE WEB SITE PART OF THINGS.
January 7, 2026
Reply from HEA
Hi Diana,
Thank you very much for taking the time to leave such a detailed review. We’re delighted to hear that arranging your cover was straightforward and that Calum provided such polite, clear, and helpful service. It’s great to know all of your questions were answered and that you felt comfortable with the options discussed, without any pressure.
We also appreciate you highlighting the website issue—your feedback has been passed on as promised so we can continue to improve. Thank you again for choosing us; we’re always here if you need anything further.
Kind regards,
Nazeera.
Absolute useless company they ring you…
Absolute useless company they ring you up leaving a contact number when you ring it back the office is closed it was a Tuesday afternoon 1.45pm avoid !
January 6, 2026
Unprompted review
Reply from HEA
Good Morning Andy,
Thank you for taking the time to leave us a review.
Please note that our phone lines close for lunch Monday to Thursday, 12:50pm–1:50pm. We’re sorry that you tried to contact us during this time. Our opening hours are shown on our website for reference.
Kind regards,
Customer Relations
Boiler cover
Got everything I needed covered for a great price,excellent customer service
January 9, 2026
Reply from HEA
Hi Leanne,
Thanks so much for your review! We’re really pleased we could offer you the right cover at a great price, along with excellent customer service.
Kind regards,
Nazeera.
Reply from HEA
Hi Poonamrani,
Thanks so much for your feedback! We’re really pleased to hear you had a great experience and found our team extremely helpful.
Kind regards,
Nazeera.
Reply from HEA
Hi Douglas,
Thank you for your feedback! We’re glad to hear you had a positive experience and found our communication clear and helpful. We’ll be sure to pass your kind words on to the team.
Kind regards,
Nazeera.
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