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
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
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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See how their reviews and ratings are sourced, scored, and moderated.
Dreadful Home Emergency Cover Policy
Appear to use any reason possible to avoid approving a claim and fixing a problem. Staff friendly enough but this is just a mask for what is ultimately a waste of money and a policy that doesn't come good when you need it. Lesson learnt - don't be fooled by new customer discounts - you get what you pay for!
January 8, 2026
Unprompted review
Reply from HEA
Good Morning Mr Andrews,
Thank you for taking the time to leave a review.
We have attempted to contact you via Trustpilot to request some further details so that we can locate your policy and look into this for you, but we have not yet received a response.
Please could you email us at complaints@homeemergencyassist.com
, including your full name, postcode and policy reference number (if available), so we can investigate and respond fully.
Kind regards,
Customer Relations
The explanation of the plans available…
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 just started a policy
January 6, 2026
Reply from HEA
Hi Lynda,
Thank you for taking the time to leave us a review.
We’re pleased to hear that you found the explanation of our plans easy to follow, and that the pricing, website, and confirmation process met your expectations.
We completely understand your reason for not awarding five stars, and we hope that if you ever do need to make a claim, our service will fully meet your expectations.
Thank you again for choosing us — we really appreciate your feedback.
Kind regards,
Nazeera.
Don’t waste your money with this…
Don’t waste your money with this company, they are not able to supply true emergency cover , water leak under sink and 2 days to get a plumber .
January 5, 2026
Unprompted review
Reply from HEA
Good Morning,
Thank you for taking the time to leave us a review.
Unfortunately, we are unable to locate your policy details based on the information provided, so we cannot investigate this matter at this stage.
Please could you email your details to our Complaints Team so we can look into this for you and work towards a resolution:
complaints@homeemergencyassist.com
Thank you,
Customer Relations
I had a bad experience with Home…
I had a bad experience with Home Emergency, I had my boiler support policy for couple of years and one day my boiler had an issue and called emergency. They were like my “boiler is not supported and we can’t help”.
Not sure why they took money from me for past 2 years when it was not supportable.
I felt it was a trap and immediately cancelled my policy.
My case may be one off, but better to be careful before you pay your premiums.
July 1, 2025
Unprompted review
Reply from HEA
Good Morning,
Thank you for taking the time to leave us a review.
Unfortunately, we are unable to locate your policy details based on the information provided, so we cannot investigate this matter at this stage.
Please could you email your details to our Complaints Team so we can look into this for you and work towards a resolution:
complaints@homeemergencyassist.com
Thank you,
Customer Relations
Helpful
Helpful, clear, understanding, nice person on the phone. Like people not machine recordings.
January 5, 2026
Reply from HEA
Hi Caroline,
Thank you so much for your 5-star review!
We’re really pleased to hear that you found our team helpful, clear, and understanding. We agree—speaking to a real person makes all the difference, and your feedback means a lot to us. Thanks again for taking the time to share your experience.
Kind regards,
Nazeera.
Zero stars
If possible I would leave a minus star review. They continuously push the hard sell and will not accept notice of cancellation, even when the policy holder has died! Even though my Dad is dead they are still pushing him to renew a policy (that had already expired). Multiple calls & emails to so-called customer service, incl submitting his death cert, and we're still being harassed. Will report to the Ombudsman at the first opportunity. AVOID.
January 5, 2026
Unprompted review
Reply from HEA
Good Morning,
Thank you for taking the time to leave us a review.
Unfortunately, we are unable to locate your policy details based on the information provided, so we cannot investigate this matter at this stage.
Please could you email your details to our Complaints Team so we can look into this for you and work towards a resolution:
complaints@homeemergencyassist.com
Thank you,
Customer Relations
Awful service
Awful service! In fact no service when you want something doing that you pay for. Will definitely be taking things further. Paid policy and paid excess. Seems like it’s a money making scam.
Updated- Laughable response given I was told that you couldn’t find a contractor to attend. Timing was unacceptable but you told me you had no contractor responding to your request. I certainly never heard from one despite being told on three separate occasions I’d be contacted within 2 hours.
I had sewage backing up onto my property.
Six phone calls from myself over the weekend and only one back from yourself suggesting I appoint my own.
I’m still waiting for you to provide an alternative other than me organising one myself.
January 4, 2026
Unprompted review
Reply from HEA
Good Morning Mr Harkness,
Thank you for taking the time to leave us a review. I am sorry to hear that you are unhappy with your experience.
I understand that you reported a claim for a blocked drain, but were dissatisfied with the response time provided for an engineer to attend. As a result, you chose to cancel the claim and arrange for the work to be completed privately.
We always aim to provide a prompt service. However, during particularly busy periods, there can occasionally be delays in engineer availability. I appreciate this would have been frustrating, and I am sorry for the inconvenience this caused.
Kind regards,
Customer Relations
Plain English
Plain English
Easy website to navigate
Competitive quote
Didn’t feel under pressure
January 3, 2026
Reply from HEA
Hi Ian,
Thank you for taking the time to leave us a review. We’re really pleased to hear that you found our website easy to navigate, the information clear, and our quote competitive. It’s great to know you felt comfortable and not under any pressure when using our service. We appreciate your feedback and your support.
Kind regards,
Nazeera.
Waste of money
Waste of money
I have held the policy for almost a year and never claimed.
I claimed recently for a broken bath waste . They refused to fix it claiming it fell under their maintenance clause.
Read the small print. A total waste of time and effort.
Save yourself money and get a policy that actually works when you need it. I.e. Homeserve
December 19, 2025
Unprompted review
Reply from HEA
Hi Mark,
Thank you for taking the time to share your feedback. We’re sorry to hear that you’re disappointed with the outcome of your recent claim and understand how frustrating this must have been, particularly as this was your first claim after holding the policy for some time.
Home emergency policies do have specific terms around what is classed as an emergency repair versus ongoing maintenance, and we’re sorry if this wasn’t as clear as it should have been when you made your claim. That said, we’d welcome the opportunity to review your policy and the claim decision in more detail to ensure it was assessed correctly and fairly.
If you’re willing, please get in touch with our customer service team with your policy details so we can look into this further.
Thank you again for your feedback.
Kind regards
Customer relations
Completely pointless policy – avoid.
Home Emergency Assist charged me the excess, failed to fix the issue, and then used a policy loophole to avoid doing any meaningful repair. If they can’t help with anything more than the most basic plumbing problem, the policy is essentially worthless.
The engineer was on site for around 9 minutes, and spent over half of that time using our bathroom. The so-called “assessment” was rushed, dismissive, and clearly not carried out by someone competent to diagnose the issue properly.
I’ve paid for cover expecting help in an emergency, not excuses and box-ticking. Paying an excess for no repair and no solution is unacceptable. I would not recommend this service to anyone.
December 16, 2025
Unprompted review
Reply from HEA
Good Afternoon Mr Hill,
Thank you for taking the time to leave us a review. I’m sorry to hear that you feel the service you received was not satisfactory.
I have passed your feedback to our Claims Complaints team, who will investigate the matter and ensure your claim has been handled correctly in line with the terms of your policy.
Kind regards,
Customer Relations
Very disappointing service
Very disappointing service – money wasted
I logged a faulty dishwasher with Home Emergency Assist on 15 November. It is now 18 December, and despite sending several follow-up emails, nothing has been done.
I have paid into this policy for four years, and this is the first time I have needed to make a claim. Unfortunately, the experience has been appalling. There has been no action, no resolution, and no meaningful communication.
Four years of payments feel like a complete waste of money for an appliance policy that is not worth the paper it’s written on.
I would strongly advise others not to use this company. I will be changing my policy after this atrocious experience.
November 15, 2025
Unprompted review
Reply from HEA
Good Afternoon Mr Visser,
Thank you for getting in touch.
I am sorry to hear that you have not received a good level of service regarding your claim. I have passed your concerns to our Complaints Team, who will be in contact with you shortly to discuss this further and work towards a resolution.
If you have any additional information you would like us to be aware of in the meantime, please do let us know.
Kind regards,
Customer Relations
Excellent service
Excellent service answered all questions efficiently and with no trouble at all
December 3, 2025
Reply from HEA
Hi Helen,
Thank you so much for the wonderful 5-star review! ⭐ I’m really glad to hear you received excellent service and that all your questions were answered with ease. It means a lot to us that you took the time to share your experience.
Kind regards,
Nazeera
Easy sign up
Easy sign up. Obviously not used policy yet so cannot comment on claim process.
December 1, 2025
Reply from HEA
Hi Deb,
Thank you so much for your 5‑star review! We’re delighted to hear that you found the sign‑up process easy. While you haven’t needed to use the claims service yet, please rest assured that our team is here to support you should the need ever arise. In the meantime, we appreciate your trust in us and look forward to continuing to provide you with peace of mind.
Kind regards,
Nazeera.
Plumber never came out
Plumber never came out despite urgent calls and emails which they never responded to.They don't respond to urgent emails. Deserve 0 stars as didn't care about property leak. Should be on BBC watchdog. Poor cowboy organisation. Avoid cowboys from hell.!!! I feel discriminated as claims man negligently ignored a live property leak. Please avoid as having to pay for a private plumber!
December 7, 2025
Unprompted review
Reply from HEA
Hi Haroon,
Thank you for taking the time to update your review, and I’m very sorry to hear how stressful this situation has been for you. I understand how concerning a property leak can be, and I’m sorry you felt you didn’t receive the support you needed.
I’ve located your details and can confirm that your complaint has been formally passed to Legal Protection Group (LPG), the underwriter responsible for your policy at the time of your issue. They will review the matter and contact you directly with their findings.
I also wanted to clarify the contact process in an emergency. Your email was received by our Home Emergency Assist inbox on a Sunday. This inbox is monitored Monday to Friday, which is why we were unable to respond immediately. For any urgent claim or emergency situation, our policy documents explain that customers should contact the 24/7 claims line using the telephone numbers provided. This ensures an engineer can be dispatched as quickly as possible.
If there’s anything further you need from us while your complaint is being reviewed, please feel free to get in touch.
Kind regards
Customer relations
Straightforward
Straightforward. Used in the past no complaints so far. Any issues i had were dealt with swiftly.
November 29, 2025
Reply from HEA
Hi Vanessa,
Thank you so much for your kind words and for continuing to choose our services! We’re delighted to hear that your experiences have been straightforward and that any issues were resolved quickly. Your trust means a lot to us, and we look forward to assisting you again whenever you need.
Kind regards,
Nazeera
Easy and quick process with many…
Easy and quick process with many options well priced
December 4, 2025
Reply from HEA
Hi Fred,
Thanks for sharing your experience! We’re glad the process was quick and easy, with well‑priced options.
Kind regards,
Nazeera.
Very happy with Home Emergency Assist.
Very happy with Home Emergency Assist.
I've contacted them a number of times and they're always very professional and helpful.
I spoke to Brandon, who was particularly helpful today.
I love the fact that this company allows you to elect someone to speak for a relative if they're elderly, which is very useful.
I'd definitely recommend them.
December 4, 2025
Unprompted review
Reply from HEA
Hi Ms Parker,
Thank you so much for your kind words and for taking the time to share your experience with us. We’re delighted to hear that you’ve consistently found our team to be professional and helpful, and we’ll be sure to pass your feedback on to Brandon for the excellent support he provided.
We’re especially pleased that you value the option to elect a representative for a relative — it’s important to us that our services are accessible and supportive for all customers.
Your recommendation means a great deal, and we truly appreciate your trust in Home Emergency Assist.
Kind regards,
Nazeera.
A Sinister Process At tlThe Most Difficult Time
A Sinister Process at the
Beware. This company fails in every way when you need professionalism and empathy most—during bereavement.
My siblings and I are executors for our mother's estate. While every other financial institution provided workable, respectful procedures, this insurer trapped us in a Kafkaesque loop. Their singular, "silly and inadequate" process demanded we complete steps via a bank account that had been closed. It was a literal dead-end.
Instead of solving this self-created problem, they overlooked it. We were met with indifference, not support. The lack of empathy was deplorable. It felt less like an oversight and more like a sinister strategy to delay or deny rightful funds.
We have now filed a formal complaint. I am sharing this experience publicly to warn others. Dealing with them while grieving adds immense, unnecessary stress. They do not deserve your business.
December 2, 2025
Unprompted review
Reply from HEA
Good Morning Mr Charley,
Thank you for taking the time to leave us a review. We are very sorry to hear about the passing of your mum, and we would like to offer our sincere condolences to you at this difficult time.
I have looked into this for you and can confirm that we first received an email from the address registered on the policy on 12/11/2025, requesting that the policy be cancelled and that a full refund be issued.
The policy renewed in March this year after our agent spoke with the policyholder at the time and applied a discount so that the cover could continue for the year. The annual boiler service was also completed in May.
Our customer service agent explained correctly that we can cancel the policy and waive the administration fee. However, time on cover and the cost of the boiler service must be deducted from any refund, which means you would receive a pro-rata refund of the remaining policy value.
We are unable to refund money into a different bank account due to strict anti-money-laundering regulations that we are required to follow. If the original bank account has been closed due to bereavement, the bank will still accept the refund and then work directly with you, or the executor of the estate, to release the funds to the appropriate place.
I completely understand that this may feel frustrating, but these legal processes ensure that refunds are handled securely and in line with regulatory requirements.
If there is anything further we can do to help, or if you need any additional support at this time, please do not hesitate to contact us.
Kind regards,
Customer Relations
My policy was renewed even after cancellation of auto renewal
My existing policy expired on 15/11/25 .
In October , I called the customer service and cancelled the auto renewal . On 12/11 , I received a email confirmation that auto renewal was cancelled . An advisor from the company called 2 days before the expiry and offered me improved price . I was not interested and did not renew . I bought an insurance from another provider.
On 30/11 , I got an email from Home emergency assist that they renewed my policy and asked me to write a review .
On checking my credit card account , I found they had used my card to debit funds on 17/11 , this after cancellation of auto renewal and email confirmation of the cancellation of auto renewal . No confirmation of renewal was sent to me.
This is unethical and unacceptable behaviour from an insurance company .
I intend to pursue this with trading standards and ombudsman .
November 17, 2025
Unprompted review
Reply from HEA
Good Afternoon Mr Narasimhaiah,
Thank you for taking the time to leave us a review. I have investigated this for you to understand what has happened.
We would like to sincerely apologise for the inconvenience caused. It appears that this issue occurred due to an agent error on our side.
I have now ensured that the policy has been cancelled and a full refund has been issued. You should receive this in your account within 3–5 working days.
If you need any further assistance in the meantime, please feel free to contact us.
Kind regards,
Customer Relations
Home Emergency Assist Customer Services…
Home Emergency Assist Customer Services Mark went out of his way to listen to my very bad experience which I had with their Contractor “GO GAS” regards my servicing of gas Boiler.
I thank Mark immensely for the concern & affectionate wonderful service he gave me particularly in light of that we have child who has a metabolic medical condition & Central Heating is a necessity. I wish all Customer Service Personnel are like Mark of Home Emergency Assist.
I must stress that “GO GAS” the HEA Contractors are not a pleasant Company to have work done by
November 28, 2025
Unprompted review
Reply from HEA
Hi Safik,
Thank you for taking the time to share your feedback. We’re truly sorry to hear about the difficulties you experienced with our contractor, GO 2 GAS, and we completely understand how important reliable service is, especially given your family’s circumstances.
We’re very pleased to know that Mark was able to support you with care and professionalism, and we’ll make sure your kind words are passed on to him. Providing compassionate and effective customer service is something we strive for, and it’s encouraging to hear that Mark made a positive difference.
We also take your comments about GO 2 GAS seriously. Your experience will be reviewed internally to ensure that our contractor standards are upheld and that improvements are made where necessary.
Thank you again for your feedback and for highlighting both the challenges and the positive support you received.
Kind regards,
Nazeera.
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