Home Emergency Cover Explained

It’s the middle of the night and you wake to the sound of water dripping in the kitchen. You go downstairs to find out you've got a burst pipe and need some help straight away.

Home Emergency helps deal with situations that:

Result in you living without heating, light or water if not dealt with immediately

Make your home unsafe or insecure

Cause damage to your home’s structure or contents

So you never have to feel alone when an emergency affects your home.

What does your home emergency cover include?

Home Emergency Cover includes access to our 24-hour emergency helpline, giving you the peace of mind there’s always someone on the other end of the phone.

We’ll provide access to expert advice, as well as help with the cost of home emergency assistance. Our approved tradespeople – including locksmiths, plumbers and carpenters – are on hand 24 hours a day, 7 days a week for those urgent visits.

What does it cover?

Typical examples of home emergencies include:

  • Heating failure*
  • Burst internal pipes or leaking radiators
  • Electricity supply failure
  • Blocked drains or sewage pipes
  • Broken or damaged windows that mean the property isn’t secure
  • Rats, mice, squirrels or wasp nests inside the property


Remember, Home Emergency Cover is for emergencies that make your home dangerous to inhabit. It does not include cover for normal day-to-day household maintenance, or repairs such as descaling water pipes or dealing with leaking taps.

*Heating Failure excludes: 1. Normal day-to-day maintenance of the system/facility. 2. Boilers over 15 years old or beyond economical repair. 3. Boilers with an output of 60kW or more. 4. Boilers not serviced by a qualified tradesperson within 15 months of last service.

How we pick our tradespeople

Our tradespeople are specially selected and continuously monitored so we know we’re offering you the best possible assistance. They all have the correct qualifications, including Gas Safe registration for all heating engineers.

We also check recommendations from previous customers, so you can rely on a trustworthy service.

What to do if you have an emergency

In the event of a home emergency, it’s important to contact us first. We can then assess what’s happened and get the right tradesperson out to help you.

All you need to do is call our 24-hour Home Emergency helpline and we’ll arrange the rest.

We’ll aim to provide help as quickly as possible. We’ll also pay the cost of the repair, parts and call-out charges for the emergency work, up to the value of:

£500 for Essential Cover

£1,000 for Plus Cover

£1,500 for Premier Cover

Home Emergency Cover comes as standard for Premier customers, and can be added to your Essential or Plus Cover.

Contact Home Emergency Assistance

0330 102 2750

(open 24 hours 7 days a week)


If you are an Essential or Plus customer and would like to add Home Emergency, just call us on 0330 102 2470.


John Lewis Finance and John Lewis Insurance are trading names of John Lewis plc. Registered office: 171 Victoria Street, London SW1E 5NN. Registered in England and Wales (Registered Company Number 233462).

John Lewis plc is an appointed representative (Financial Conduct Authority no. 416011) of Royal & Sun Alliance Insurance plc. John Lewis Home Insurance is underwritten by Royal & Sun Alliance Insurance plc (No. 93792). Registered in England and Wales at St. Mark's Court, Chart Way, Horsham, West Sussex, RH12 1XL. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (Financial Services Register No. 202323).

Copyright © John Lewis Partnership
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