FREQUENTLY ASKED QUESTIONS

Home emergency cover helps protect against unexpected events such as leaks, boiler breakdowns, key loss, and sudden loss of electrical or gas supply. If you choose to add it to your home insurance package or take it as a standalone policy, you'll have access to a range of tradespeople who can provide emergency repairs to make your property safe or help prevent further damage as soon as possible, subject to the terms and conditions of your policy.

The main difference between these plans is the level of cover and the types of home emergencies included.

Smart Boiler

Covers boiler breakdowns and boiler servicing only. It does not include central heating, plumbing, electrics, or other home emergency services.

Smart Heating

Includes everything in Smart Boiler, plus cover for your central heating system. It does not include plumbing, electrics, drainage, or additional home services.

Smart Home

Provides more comprehensive cover, including boiler, central heating, plumbing, electrics, and drainage. It is designed for wider home emergency protection.

Smart Home Plus

This is the most comprehensive plan. It includes all features of Smart Home, plus additional cover such as pest infestation and security & lock issues.

All plans include:

Unlimited annual claim limit

Per-claim limits vary depending on the cover type selected

Cover is subject to policy terms, conditions, exclusions, and claim limits.

This type of cover does not cover accidents and general breakages of assets - for this, look at Content Cover. Also, Home Emergency does not include damage caused by general wear and tear, for example a boiler that has broken down due to it not being serviced or problems that have occurred simply due to the age of the product. If there is a leak that doesn’t cause damage to the property, it’s not an emergency and is excluded from the cover.

Home Emergency covers unexpected breakdowns to your boiler and central heating system, electrical breakdowns, blocked pipes, external locks, doors and windows, pest infestations and lost keys. Our prices are flexible so you can choose the aspects most important to you and adapt the cover to suit, ranging from Basic to our Premium cover. The higher the grade, the higher the annual claim limit will be and, from our standard cover upwards, you will also be eligible for alternative accommodation should your home become uninhabitable following a household emergency.

An emergency is a sudden and unexpected incident that impacts on your ability to go about your day to day life as normal. It is an issue that needs resolving urgently. If you were to lose your keys and couldn’t get into your own house, for example, you’d need to sort that out right away; if there was a sudden leak, you’d need to patch things up as soon as possible to avoid flooding and further problems that could make your home uninhabitable.

Simply call our help-line an 03333449559 and a member of staff will take you through the claims process.

Boiler cover is a type of insurance covers the unexpected problems that leave you without having hot water or heating, also cover faulty boiler controls, parts and a leaking gas supply pipe. We will assist you in repairing or rectifying the breakdown of your domestic boiler.

If you smell a natural gas odour, hear the hissing sound of gas escaping or see the other signs of a leak, Immediately call the free National Gas Emergency helpline on: 0800 111 999.

The cost of boiler cover in the UK varies depending on the provider and the level of protection. Many providers offer a range of plans with monthly premiums to suit different needs. The exact price will depend on the plan you choose, subject to policy terms, conditions and limits.

Smart Cover’s Boiler cover include repairs for sudden breakdowns, parts and labour, and in some cases an annual boiler service. Full details, including terms, conditions and limits, are set out in your policy documents.

Boiler cover will be helpful if you prefer to spread the potential cost of unexpected repairs into regular payments. Suitability will depend on your personal circumstances, which will also be subject to policy terms and conditions.

You can reduce the risk of frozen pipes by using insulation such as pipe lagging. Smart Cover plans provide assistance if a covered emergency occurs, subject to policy terms, conditions and limits.

Appliance insurance protects the appliances that you can’t do without! In the event of a breakdown, having appliance insurance will safeguard your electrical, domestic and household appliances including: your cooker, dishwasher, oven, fridge freezer, washing machine and more.

Our home appliances assist us all in carrying out our essential household functions such as cooking, cleaning and food preservation. Thus, being protected by Smart-Cover’s appliance insurance will mean that you do not have to go without your fridge freezer, washing machine or cooker for long periods of time whilst waiting for them to be fixed, or until you purchase a new one.

Appliance repairs and replacements can be costly and stressful which is why it is in your best interest to be protected. When your tumble dryer breaks down or your cooker stops working, the last thing you want is an expensive bill for a repair or a replacement. You can opt to steer clear of this hassle with Smart Cover’s wide-range of appliance insurance plans.

Kitchen appliance insurance covers your appliances which can be found in the kitchen including, your fridge freezer, cooker, washing machine, tumble dryer, dishwasher, oven, washer dryer and hob and hood.

Smart-Cover’s flexible home appliance insurance cover enables you to choose which household appliances are most important to you that you wish to protect. We cover your appliances which can be found in the kitchen in the event of mechanical breakdown, electrical breakdown and accidental damage. (Accidental damage excludes televisions).

You can insure as many appliances as you like under one policy. Thus, the number of items you choose to cover is unlimited.

At Smart Cover, we offer protection for a broad-range of appliance types and manufacturers. You can insure an unlimited number of your appliances within your household. The choice is yours!

We can offer insurance for an appliance of any age, however for older appliances the cover may be limited to reduced contribution of the cost of a replacement, or “repair-only” depending on the age of the item. Please check the terms of the policy. In addition, pre-owned, pre-existing faults or second-hand items will not be covered.

Yes, it is required that you provide proof of purchase for every appliance you insure with us

You can claim by reporting any fault to us by calling us on03333 449 559, using our live online chat or by sending us an email. Our helpful and friendly team can be reached over the phone anytime between 9am and 6pm on weekdays and from 10am-4pm on Saturdays. Subject to the age of the appliance and policy terms there may be an excess fee applicable.

Should there ever be an occasion that you are not satisfied with the service we provided and feel that we did not honour our commitments made to you, we will do everything we can to deal with the situation quickly and fairly. If you feel that we failed to deliver our promise made to you, you can complain by simply giving us a call on 03333 449 559 or email us at enquiries@smart-cover.co.uk. Alternatively, you can write to us and we will ensure that your complaint is dealt with promptly. Please see our address below:

Smart Cover
Citibase, 42 – 44 Clarendon Road
Watford WD17 1JJ

In the unfortunate event that you are dissatisfied with our decision, or if we do not conclude our investigation within 8 weeks, you may refer your complaint to the Financial Ombudsman Service (FOS). You can either telephone them on 0800 023 4 567 or write to them. Their address is:

Financial Ombudsman Service
Exchange Tower
London E14 9SR

If your appliance stops working as a result of an unforeseen event, we will send an experienced engineer from our UK-wide network straight to your doorstep. Our trusted engineers will do the best they can to fix your appliance but if the item is deemed beyond economical repair, depending on the age of your appliance at policy inception, we will contribute towards a like-for-like replacement based on the specification of your original item.

Our fridge/freezer insurance cover protects you in the event of a breakdown including mechanical and electrical issues as well as accidental damage. The contents within your freezer or fridge/freezer are not covered with appliance insurance.

Our experienced engineers will attempt to fix your fridge in the result of a mechanical or electrical breakdown and accidental damage. However, if they deem your fridge beyond economical repair, depending on the age of your appliance at policy inception, we will contribute towards a like-for-like replacement based on the specification of your original fridge.

Our price match promise on appliance insurance means that if you can find the same cover level at a lower price elsewhere we will match it up to 14 days after your purchase date, subject to terms and conditions. You just need to inform us of the insurance provider, the cover level and price. In the event of this scenario, please email the details to enquiries@smart-cover.co.uk. Once verified we will simply refund the difference.

Landlord home emergency cover helps landlords deal with certain sudden problems at a rental property that need urgent attention.

It can help with call-out charges, labour, parts, and materials for covered emergencies, depending on the plan. The page also states that cover can include emergency alternative accommodation for tenants where applicable under the policy.

This type of cover is designed for emergencies, not general maintenance or routine repairs. Claims are subject to policy terms, conditions, limits, and exclusions.

A landlord may need different types of landlord insurance depending on the rental property, tenancy, mortgage requirements, and the level of protection they want.

Landlord home emergency cover is designed to help with certain urgent problems at a rental property, such as boiler breakdown, heating failure, plumbing issues, electrical faults, and other emergency repairs, depending on the plan selected. It is not the same as standard buildings or contents insurance.

You should check what cover you already have and compare it with the landlord home emergency cover options available, including the policy terms, conditions, limits, and exclusions.

Landlord cover is for landlords who own a rental property and want support with certain home emergencies affecting their tenants or property.

It may be suitable if you are responsible for maintaining essential systems such as the boiler, heating, plumbing, drainage, or electrics in the rented home. The right plan will depend on your property setup, your responsibilities as a landlord, and the level of emergency support you want.

Before choosing landlord insurance or landlord home emergency cover, check the eligibility criteria, policy documents, and any exclusions that apply.

The best landlord home emergency cover is the plan that matches your property, your tenants’ needs, and the systems you want to protect.

For example, a boiler-focused plan may suit landlords who mainly want support for emergency boiler breakdown and internal gas supply pipe issues. A wider home emergency plan may be more suitable if you also want cover for heating, plumbing, electrics, drainage, security and lock keys, or pest infestation, depending on the plan selected.

There is no single best option for every landlord. Compare the cover levels, claim limits, exclusions and optional extras before choosing.

Landlord home emergency cover may be worth considering if you want help managing urgent repair issues at your rental property.

It can support you with covered emergency repairs, call-out charges, labour, parts and materials, depending on the policy. This may be useful if a boiler breaks down, heating fails, plumbing causes damage, electrics stop working, or another covered emergency affects your tenants.

Whether it is suitable depends on your property, existing insurance, maintenance arrangements and budget. Review the policy terms, conditions, limits and exclusions to decide if it meets your needs.

Landlord home emergency cover can include support for urgent issues that affect key systems in a rental property.

Depending on the plan, cover may include:

• Emergency boiler breakdown
• Internal gas supply pipe
• Domestic central heating
• Internal plumbing
• Electricals
• Drainage
• External water supply pipe
• Security and lock keys
• Pest infestation
• Optional annual boiler service

The plans shown include an unlimited annual claim limit and a £500 per claim limit. Exclusions include non-emergencies, general maintenance, removal of limescale, sludge or debris, boilers not serviced within the last 12 months, and leaks that do not cause damage to the property. Cover is subject to policy terms, conditions, limits and exclusions.

The difference between these landlord plans is the level of cover provided for rental properties and the types of systems included.

Landlord Smart Boiler

Covers the boiler only, including breakdowns, servicing, and a CP12 certificate. It does not include central heating or other home systems.

Landlord Smart Heating

Includes boiler cover along with the central heating system, offering wider protection for heating-related issues in the property.

Landlord Smart Home

Provides more comprehensive cover, including boiler, central heating, plumbing, electrics, and drainage, helping landlords manage a wider range of home emergencies.

Landlord Smart Home Plus

Offers the most extensive level of cover. It includes everything in Landlord Smart Home, with additional protection for pest infestations and security & lock issues.

All plans include an annual gas safety check (CP12 certificate) and are designed to support landlords in maintaining essential home systems. Cover is subject to policy terms, conditions, exclusions, and claim limits.

We cover a very large variety of vehicles, such as:

Car, Minibus, Classic Car, Bike, Van, Taxi Minibus, Taxi Car, Motor Home

You will have only annual payment option.

Annual payments are the cheapest option for a 12 months cover, you can pay upfront for a full year and automatically renew each year.

Breakdown cover it is not a legal requirement, however a motor breakdown can happen at any time regardless of the age of your vehicle. By getting covered with Smart Cover, you can rest assured that that a helping hand will always be there, 24 hours a day, 7 days a week.

You can start a claim online via the Make a Claim page, through the Smart Cover app (iOS/Android), or by calling 03333 449 559. Have your policy number and a description of the issue ready — this helps us assess and progress your claim faster.

An excess is the amount you contribute towards the cost of a claim. Whether — and how much — an excess applies depends on your plan; some plans are excess-free while others have a fixed excess per claim. This is shown clearly in your policy documents before you buy.

Smart Cover aims to offer stable renewal pricing rather than steep introductory-then-increase pricing. Any change to your premium at renewal will be communicated to you in advance so you can review before it takes effect.

You can cancel at any time. If you cancel within your statutory cooling-off period (usually 14 days from purchase) and haven't made a claim, you're generally entitled to a full refund. After this period, pro-rata refunds may be available — see your policy's cancellation terms for full details.

If you're unhappy with the outcome or handling of a claim, please contact us first so we can try to resolve it. If we're unable to resolve your complaint to your satisfaction, you may be entitled to refer it to the Financial Ombudsman Service, free of charge.

You can log in via the Smart Cover website or app to view your policy documents, check claim status, and manage your details. The app is available for iOS and Android.

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Smart-Cover Direct Limited is an Appointed Representative of City and Commercial Limited (FRN 314346), who is authorised and regulated by the Financial Conduct Authority. You can verify Smart-Cover Direct Limited on the FCA register under FRN 600428.

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