What is Home Emergency cover?

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.

If there’s an emergency in your home, you might need help straight away. The last thing you'll want to worry about is trying to find a tradesperson you can trust to come and fix the problem. If you have Home Emergency cover with a John Lewis Home Insurance policy, all you need to do is call our 24-hour Home Emergency helpline and we’ll arrange for one of our specially selected tradespeople to come out to you.

During very busy times, like after a winter storm, it might take us a little longer, but we’ll always provide help as quickly as possible.

Home Emergency cover can be added to your Bronze, Silver or Gold policy as an optional add-on. For Specialist Home Insurance this comes as standard.

What does it cover?

Home Emergency cover deals with situations that, if not dealt with immediately, will make your home unsafe or insecure, cause damage to your home or its contents or result in your home losing its main source of heating, lighting or water.

Typical examples of home emergencies are:

Heating failure if the primary source of heat for your home, for example your boiler breaks down. 

Burst internal pipes or leaking radiators, if they're causing damage to your property.

Electricity supply failure should your whole supply fail within the property.

Blocked drains or sewage pipes belonging to your home, if they are causing damage to the property

Broken or damaged windows that mean the property isn’t secure

Rats, mice, squirrels or wasps' nests inside the property.


Home Emergency cover does not include everything which you may regard as an emergency. It does not cover normal day-to-day household maintenance or repairs that need to be carried out periodically, such as descaling water pipes or dealing with leaking taps.

We will not be able to cover boilers beyond economical repair or boilers with an output of 60kW or more.

For our Specialist cover, your boiler will also need to be under 15 years old.

For more information on covering your boiler, visit our boiler insurance page.

What's included with Home Emergency cover?

The reassurance that comes with access to our 24-hour emergency helpline, giving you the peace of mind there’s always someone on the other end of the phone.

Access to expert advice, as well as help with the cost of home emergency assistance.

Our approved tradespeople, including plumbers and carpenters, are on hand to help you after an emergency.

What’s more, we’ll pay the cost of the temporary repair, parts and call out charges for the emergency work, up to the value of £1,000 or £1,500 with our Home Emergency with Boiler Service cover.

How we pick our tradespeople

Our team of tradespeople are on hand to carry out urgent work 24 hours a day, 7 days a week.

They're specially selected by our provider, to offer you the best possible assistance. All of our selected tradespeople have the correct qualifications, including Gas Safe for all heating engineers. We also check recommendations from previous customers so you can rely on a trustworthy service.

Bronze, Silver and Gold Home Insurance: a special team of auditors are on hand to monitor contractors in the first months they are in the network.

Specialist Home Insurance: the networks are procured following a rigorous tender process. Performance is continuously monitored, including compliance with service level agreements, and annual audits. The VIP claims process includes proactive calls to customers and networks so as to drive claims to a swift and satisfactory conclusion.

If you find yourself in an emergency at home it’s important that you contact us first. We can assess what’s happened and get the right tradesperson out to help you.

Contact Home Emergency Assistance


Home insurance is an insurance product that financially protects your property or the contents within it, depending on your cover.

Whereas Home emergency specifically covers the cost of calling out a tradesperson to make emergency repairs to things like your boiler, electrics, plumbing, windows or locks. This is often offered as an optional extra to your home insurance.

Yes, boilers are included with the optional Home Emergency cover add-on, it is available to our Bronze, Silver or Gold policies. Alternatively our separate Home Emergency with Boiler Service cover add-on also includes a boiler service You can add this on to your policy without admin fees or hidden charges, by calling us on 0345 608 9011.

Our Specialist Home Insurance includes Home Emergency assistance up to £1,500 (inclusive of VAT) as standard and extends to include your primary heating system. Please refer to the policy wording for full details of what’s covered.

No. Contacting us for assistance with a home emergency is not considered a claim. So it will not affect any no claims discount you may have.

No. If you're a tenant, Home Emergency is not a legal requirement. Your landlord is legally responsible for any fixes, including the boiler.

However, Home Emergency cover could give you peace of mind that any repairs will be made quickly and within your control.

Home Emergency cover is not a legal requirement for landlords. But landlords are legally responsible for any fixes to the property and keeping it in good condition. So if you are unable to make any emergency repairs yourself, you will need to pay for these repairs.

Getting Home Emergency cover for the property you're renting could be the simplest way of ensuring any emergency repairs are resolved quickly.

With our Bronze, Silver or Gold policies, landlords can only cover a property if it is their main residence.

To cover a property you are renting out, try our Specialist Home Insurance.

Not yet covered by John Lewis?

Get a quote online to insure your home today.

You can also call us for a quote on 0345 608 9001.

For Specialist Home Insurance call 0800 916 6880 to speak to an expert underwriter.

Choose other optional add-ons

With our Bronze, Silver or Gold Home Insurance policies, you can change your add-ons to suit your new circumstances at any time, without admin fees or hidden charges.


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John Lewis Finance, John Lewis Home Insurance and John Lewis & Partners are all 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 of Munich Re Digital Partners Limited, a company authorised and regulated by the Financial Conduct Authority to carry on insurance distribution activities.

John Lewis Finance, John Lewis Insurance and John Lewis & Partners are all 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 Covea Insurance plc which is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (registration no. 202277). John Lewis Specialist Home Insurance is underwritten by Covea Insurance plc. Registered Office: A&B Mills, Dean Clough, Halifax, HX3 5AX. Registered in England and Wales (registration no. 613259).

Copyright © John Lewis Partnership
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