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faq



What is the definition of an emergency?
An emergency is defined in the policy Terms & Conditions as a sudden and unforeseen event that if not dealt with quickly will:
1. make the home unsafe or insecure;
2. cause further damage to the home's buildings or the fixtures, fittings and contents within the home; or,
3. makes the home uninhabitable or expose you to a significant health risk.


Is Homecover a maintanence contract
No, homecover is designed to assist you in the event of an emergency. Please refer to the section;
What is the definition of an emergency?


How do I make a claim
You first must identify your claim as an emergency, please refer to the above paragraph for clarification. Check the Terms and Conditions of your policy to make sure you are covered. These can be found in your cover documents, or they can be downloaded from the Home Emergency Cover Website. To ensure your claim goes smoothly, please follow these steps:

  1. Call the claims number in your documents. Lines are open 24/7 for your convenience.
  2. Have your policy number ready; it's always on the top of our letters to you
  3. Explain the issue to our claims personnel

We will then process your claim and book the relevant tradesman. Remember there are no claim forms to be filled out; you'll just need to sign to say you're happy when the work is complete. In most cases we will contact you after the job has been completed to get your feedback and make sure you're happy.


What happens to my Home Cover if I move home?
A simple telephone call to 0844 815 4903 will ensure you policy remains active during your move.


What are the eligibility criteria for Home Cover?
For the specifics or each cover, please refer to the policy Terms & Conditions.

Housing Association Co-owner: if you've part bought your home in conjunction with a Housing Association, you're eligible to apply for policies, although we advise you to double check your responsibilities for the property.

Council Tenants: you will not need any home cover because the Council is responsible for repairs.

Private Tenants: before you apply, check what repairs you're responsible for with your landlord.

Landlords: as with homeowners, you are eligible to apply for Home Cover that has been created specifically for Landlord's.


What is the Home Cover contract length?
Your Home Cover policy is for a 12 month period. Please note that there is a 28 day period before you can make a claim, depending on the type of your Home Cover. If you're renewing your policy, no such periods apply.


How do I renew my Home Cover?
It's easy to renew your Cover; you don't even have to fill out a form:

Direct Debit customers: your policy will renew automatically, there's no need to do anything. We normally write to you 21 days prior to your renewal date.

Credit or Debit Card customers: simply call 0844 815 4903 to renew your cover.


What happens when my Home Cover has lapsed/expired?
You will be unable to claim under a lapsed policy. If you do not cancel the policy after a 12 month period your policy will continue.


What is the difference between home emergency cover and home insurance?

Home emergency cover is highly recommended if you're a homeowner. Your home is often your biggest investment, but looking after it can hit the pocket hard, especially when emergency repairs are needed.

If you find that you are without water, heat or electricity in the middle of the night or on a bank holiday, it can also be hard to find a reliable and affordable tradesman.

Home emergency cover is designed to take care of this need with fast response from qualified tradesmen and no extra to pay within cover limits. Most leading home insurance policies as standard don't cover home emergencies. Some cover the damage caused by it. It is advisable that you check with your current home insurance provider to make sure you're not taking out unnecessary cover.


How can I check what is included or excluded in my Home Cover?
Please see the specific Terms & Conditions that relate to your cover.


I've lost my paperwork. How do I request a reprint?
Terms & Conditions of your specific cover are found on our website. For a Summary of Cover or any other paperwork, please contact us on 0844 414 0722.


I need to change my name. How do I do this?
Please contact us on 0844 815 4903.


My Direct Debit has failed. How do I inform you of the correct details?
Please contact us on 0844 815 4903.


How do I remove myself from your mailings or phone calls?
Please contact us on 0844 815 4903.


How do I cancel my Home Cover?
Please contact us on 0844 815 4903.


How long am I excluded from making a claim? Is there a claim exclusion period?
No, your cover will come into force as soon as your initial payment is received.


Will your tradespeople come out at anytime?
Yes. That's the benefit of our 24 hour, 365 days Emergency Helpline. Whenever you have a domestic emergency - at night, during the weekend or on a Bank Holiday - we'll be there to help.