If you experience a home emergency, call our 24/7 emergency helpline on 03333 449 559. Please have your policy number ready when you contact us.
Our advisor will listen to the details of your emergency and assess whether the incident may be covered under your policy. We aim to contact you within 2 hours to let you know whether your claim has been approved, subject to receiving all the information required to assess your claim.
If your claim is approved, we will identify the appropriate engineer, such as a gas engineer, plumber, electrician, locksmith, or pest control specialist, and aim to arrange assistance as quickly as possible through our nationwide network. Attendance times are subject to engineer availability, your location, weather conditions, and the nature of the emergency.
You can also submit a claim through the Smart Cover app. All claims are subject to policy terms, conditions, limits, and exclusions.
For approved home emergency claims, we aim to arrange assistance as quickly as possible and, where available, within 24 hours. Response times may vary depending on the nature of the emergency, your location, engineer availability, weather conditions, and other factors outside our control.
For non-emergency repairs, we will arrange an appointment at a mutually convenient time. In most cases, appointments are scheduled within 7 days of the claim being approved, subject to engineer availability and parts availability where required.
All claims and repair appointments are subject to your policy terms, conditions, limits, and exclusions.
Smart Cover Home Emergency policies do not place a limit on the number of claims you can make during the policy year, provided each claim is covered under the terms and conditions of your policy.
Each approved claim is subject to the policy claim limit of up to £500, including parts, labour, and call-out charges. Please refer to your policy schedule and policy wording for full details of the cover, limits, and exclusions that apply.
Whether an excess applies depends on your Smart Cover policy and the type of claim being made. Any applicable excess will be clearly shown in your policy schedule and Insurance Product Information Document (IPID).
Where no excess applies, approved claims are covered up to the policy's claim limit, including eligible parts, labour, and call-out charges, subject to the policy terms, conditions, limits, and exclusions.
Once your claim has been approved and an engineer has been assigned, the engineer or our service team will contact you to arrange a convenient appointment time and confirm availability.
If there are any changes to the appointment, you will be kept informed. If you have any questions about your claim or appointment, you can contact our customer support team for an update.
If a repair cannot be completed during the engineer's first visit, Smart Cover may arrange one or more follow-up visits to complete the same repair, subject to the terms, conditions, exclusions and claim limit of your policy.
Any additional labour, parts and associated engineer costs incurred to complete that repair will continue to be applied against the same claim limit. If the total repair cost exceeds the available claim limit, you will be responsible for any costs above that limit.
A follow-up visit forms part of the original claim and does not count as a separate claim or reduce your annual claim allowance further. However, if the appliance develops a different fault after the original repair has been completed, this may be treated as a new claim, subject to the policy terms and conditions.
Can't find what you need?
Our UK-based claims team is available 24 hours a day, 7 days a week - including bank holidays. Call us and we'll resolve your situation directly.
To update your payment or Direct Debit details, please call our customer service team on 03333 449 559 or email enquiries@smart-cover.co.uk.
Subject to any required security and identity checks, we can help you update your payment card details, bank account details, sort code, account number, and other billing information associated with your policy.
Please contact us as soon as possible if your payment details have changed to help avoid any interruption to your cover.
For policies paid by monthly Direct Debit, payments are usually collected on or around the monthly payment date agreed when your policy was set up. Collection dates may vary slightly due to weekends, bank holidays, or changes made to your payment arrangements.
For policies paid annually, payment is normally collected when you purchase or renew your policy.
If a payment is unsuccessful, we may contact you to discuss the available options and help you keep your policy up to date. Please refer to your policy documentation for details of your payment schedule
If you notice a payment from Smart Cover that you do not recognise or were not expecting, please contact us on 03333 449 559 or email enquiries@smart-cover.co.uk, quoting your policy number where possible.
Our team will review your account, explain the reason for the payment, and investigate any concerns you may have. If a payment has been taken incorrectly, we will work with you to resolve the issue and, where appropriate, arrange a refund in accordance with our procedures and applicable terms.
Please contact us as soon as possible so that we can investigate the matter promptly.
In many cases, you can change your payment method from monthly Direct Debit to annual billing. Please contact our customer service team on 03333 449 559 to discuss the options available for your policy.
Any change to your payment method will be subject to your policy terms and our administrative processes. Where a change is available, we will explain when it will take effect and any impact it may have on your payments.
Please contact us for details specific to your policy.
To request a cancellation and any refund that may be due, please contact Smart Cover on 03333 449 559 and quote your policy number.
If you cancel within 21 days of receiving your policy documents or the start date of your policy (whichever is later), you will receive a full refund of any premiums paid.
If you cancel after the 21-day cooling-off period, your entitlement to a refund will depend on your policy type and circumstances. For annual policies, you may be entitled to a pro-rata refund for complete unexpired months remaining on your policy, less an administration fee of £15. No pro-rata refund will be available if a claim has been made or an incident has occurred that may give rise to a claim.
For monthly or quarterly payment policies, cancellation will stop future payments once any outstanding amounts have been settled, but premiums already paid will not normally be refunded.
Please refer to your policy wording for full details of cancellation rights, refunds, terms, and conditions.
Billing question not answered here?
Our billing team can access your full payment history and resolve any query in one call.
To add another appliance or product to your existing Smart Cover policy, please contact our team by phone on 03333 449 559 or by email at enquiries@smart-cover.co.uk. We’ll check whether the item can be added and explain any changes that may apply to your cover. This could include eligibility checks, underwriting requirements, updated terms, or an additional premium. If you’re looking to cover more than one item, you can also ask about multi-appliance policy options and the prices available at the time.
If you need to change your address or update your contact details, please get in touch with our team by calling 03333 449 559 or contacting us by email at enquiries@smart-cover.co.uk. It’s important to keep your information up to date so we can make sure your policy records remain accurate. This is particularly relevant for home emergency cover, as the policy is linked to the insured property address. Any updates will be handled in line with your policy terms and may affect your cover depending on the nature of the change. If you’re unsure whether your update could have an impact, our team can explain what this means for your policy.
Your policy documents, including your policy schedule, Insurance Product Information Document (IPID), and terms and conditions, are usually sent to you by email when your cover starts.
If you need another copy, please call 03333 449 559 or email our team at enquiries@smart-cover.co.uk and we can arrange for the documents to be sent again. You may also be able to access and download documents linked to your policy by logging into the Smart Cover app.
If you cannot find your documents or are unsure which version applies to your policy, please contact us and we’ll help you locate the correct information.
Yes, Smart Cover offers landlord home emergency cover for properties that are let to tenants.
This type of policy is designed for landlord-owned properties and can include protection for certain unexpected issues such as boiler breakdowns, plumbing and drainage problems, electrical emergencies, pest infestations, and issues affecting doors or windows, depending on the level of cover selected.
Standard home emergency cover is generally intended for owner-occupied homes, so landlords should make sure they choose a policy that is suitable for a rented property.
Pricing may vary depending on the cover chosen, the property, and any applicable terms. As with all policies, cover is subject to terms, conditions, exclusions, and claim limits.
Yes, some Smart Cover policies include a waiting period before certain benefits can be used, and the length of that period depends on the type of cover you have selected.
As a general guide:
Home emergency cover typically has a waiting period of 14 days
Boiler service cover typically has a waiting period of 30 days
Appliance cover typically has a waiting period of 45 days
For some appliances, including American-style fridge freezers and range cookers, the waiting period may be up to six months
It is important to check your policy documents carefully, as the exact waiting period, cover start date, and any restrictions will be set out in your terms and conditions.
Claims made during the waiting period are not usually covered, and pre-existing faults or issues that were present before the policy started are also likely to be excluded. If you are unsure when your cover becomes available, please refer to your policy wording or contact our team for clarification.
This depends on the type of cover you have.
For appliance cover, if you move home, your address can usually be updated by contacting our team on 03333 449 559 or by sending an email to request the change.
For home emergency cover, the policy is linked to the insured property, so if you move to a new address, you would normally need to arrange a new policy for the new home rather than transfer the existing one.
Any change or new arrangement will be subject to the relevant policy terms, eligibility checks, and underwriting requirements. If you are unsure which cover you hold or what applies to your policy, please contact our team and we can guide you through the next steps.
If you take out a Smart Cover policy, you normally have 14 days from the start date of the policy or from the date you receive your policy documents, whichever is later, to decide whether you want to continue with the cover.
If you choose to cancel within this period, you may be entitled to a refund, provided no claim has been made and no incident has occurred that could give rise to a claim. Any refund will be handled in line with the terms of your policy.
The cooling-off period and cancellation rights are set out in your policy documents, so it is important to read them carefully to understand how they apply to your cover. If you would like help with cancellation or want to check whether a refund is available, please contact our team.
Need to change something on your policy?
Policy amendments take just a few minutes over the phone - including adding products, changing cover level, or moving to a new address.
To cancel, call us on 03333 449 559 or email enquiries@smart-cover.co.uk. Your cancellation is processed the same day. We'll confirm the cancellation in writing and advise you of any applicable refund.
You may be entitled to a refund, depending on when you cancel, how you pay, and whether any claim has been made or incident has occurred that could lead to a claim.
If you cancel within the 14-day cooling-off period, you may receive a full refund. After that, refunds are not usually available for monthly or quarterly plans. For annual payments, a pro-rata refund may be available for unused full months, less any applicable administration fee, subject to your policy terms.
Whether a charge applies depends on when you cancel and how your policy is paid for.
If you cancel during the 14-day cooling-off period, you will not usually be charged a cancellation fee, provided no claim has been made and no incident has occurred that could give rise to a claim.
If you cancel after the cooling-off period, an administration fee may apply to some annual policies where a refund is due. Policies paid monthly or quarterly do not usually qualify for a premium refund.
Please check your policy documents for the cancellation terms that apply to your cover.
If a refund is due after cancellation, it is usually processed within 3 to 5 business days of confirmation. Any refund would normally be returned using the original payment method where applicable.
Refund timing can vary depending on your payment provider and the terms of your policy. Please check your policy documents or contact customer support if you need an update on your cancellation.
Before you cancel, have you considered?
We can pause your policy, reduce your cover level, or switch you to a lower-cost plan. Call us and we'll find an option that works for you.
Yes. All Smart Cover engineers who work on gas appliances and boilers are Gas Safe registered, as required by UK law. Every engineer in the Smart Cover network is vetted before they are approved to work on customer properties.
Smart Cover aims to provide support across the UK, using a network of approved engineers. Service availability and response times can vary depending on your location, the type of issue, and engineer availability in your area. Cover and call-out arrangements will always remain subject to your policy terms and conditions.
The repair limit is up to £500 per claim, subject to the terms, conditions, limits and exclusions of your policy.
If an eligible repair is expected to cost more than £500, you would normally be informed before any further work is carried out. You can then decide whether you want to go ahead and pay any amount above the policy limit yourself.
If the issue cannot be resolved during the initial visit, a further appointment may be arranged where appropriate, for example if parts need to be sourced or extra investigation is needed. Any follow-up work will be handled in line with your policy terms, conditions, limits and exclusions.
You can let us know if you have a preferred engineer, and we will try to take this into account when arranging a visit. Any request will depend on factors such as location, availability and scheduling, and we cannot guarantee that a specific engineer will be assigned.
Waiting for an engineer?
If your engineer is delayed or you need an update on arrival time, call us and we'll check in with the engineer directly.
The Smart Cover app is free to download on iOS and Android. Search for Smart Cover in the App Store or Google Play, then log in using your phone number.
The Smart Cover app allows you to view and download policy documents, manage your policy details, check existing claims, and get support in one place. If you hold more than one policy, you may also be able to manage multiple policies through your account, depending on your cover.
Yes. The Smart Cover app can support multiple policies under one account, which may be helpful if you manage more than one property or policy.
Policies linked to your phone number may appear in your account dashboard. If you need help linking additional policies, please contact Smart Cover support.
If you are having trouble using the Smart Cover app, you can try closing the app and opening it again, checking that your device has an internet connection, and making sure you are using the latest version available.
If the issue continues, please contact Smart Cover support for further help. If you need urgent assistance, please use the most appropriate contact channel available to you rather than relying only on the app.
App not working in an emergency?
Don't wait. Call us directly - the phone line is always available and emergencies are always handled by a human, not a bot.
You can raise a complaint by:
Phone: 03333 449 559 (24/7)
Post: Citibase, 42–44 Clarendon Road, Watford, WD17 1JJ
Please include your policy number, a description of your complaint, and what resolution you're seeking.
Smart Cover will acknowledge your complaint within 5 business days. We will always attempt to resolve your complaint immediately where possible.
If the matter cannot be resolved straight away, it may take longer to investigate. In some cases, the process can take up to 8 weeks. You should be kept informed throughout the complaints process.
If you are not satisfied with Smart Cover’s final response, or if 8 weeks have passed and your complaint has not been resolved, you may refer the matter to the Financial Ombudsman Service.
Financial Ombudsman Service
www.financial-ombudsman.org.uk
The Financial Ombudsman Service is an independent service that helps resolve disputes relating to financial services.
When making a complaint, it can help to provide your policy number, contact details, a brief explanation of what happened and when, and any relevant reference numbers or previous correspondence.
It may also be useful to explain what outcome you are seeking so the matter can be reviewed appropriately.
Raise a complaint now
Our complaints team handles every case with the seriousness it deserves. We're here to listen and resolve.
Smart Cover’s Price Match Promise is designed to help ensure you do not pay more for the same cover if a qualifying competitor offers an identical or better product at a lower UK price.
To be eligible, the competitor’s policy must be offered on the same terms, the price must be verifiable, and the competitor must be FCA authorised. The offer cannot be used with any other promotion, applies only in England, Wales and Northern Ireland, and may be declined where the competing price is reduced by more than 20% of Smart Cover’s list price.
Applicants must not be employees or relatives of any other insurance broker or associated participant.
Your renewal price will be confirmed to you before your renewal date. If the premium changes, the updated price and any relevant details should be set out in your renewal information.
Renewal pricing can vary and will depend on the policy, cover selected and other relevant factors. If you want to review your options before renewing, you can compare the renewal terms carefully and contact Smart Cover if you need more information.
If your policy is paid monthly by direct debit, renewal may continue automatically in line with your policy terms.
For annual policies, Smart Cover will usually contact you before the renewal date with your renewal information. This may be sent by email, and if an email address is not available, it may be sent by post. Smart Cover may also send an SMS reminder where a mobile number is available.
Your renewal communication should explain the next steps, including how to review your renewal terms or contact Smart Cover if you have any questions.
Discounts or reduced prices may be available in some circumstances, for example if you hold multiple policies or insure more than one property.
Eligibility, availability and the amount of any saving can vary depending on the policy and your circumstances. If you would like to understand what options are available, please contact Smart Cover before renewal and review the terms carefully before making a decision.
Renewal coming up?
Speak to our team before your renewal date - we'll match any like-for-like price and find the best plan for the year ahead.
Smart Cover home emergency insurance is designed to help with certain sudden and unexpected home emergencies, subject to the policy terms, conditions, limits and exclusions.
Depending on the plan selected, this may include cover for issues such as boiler or central heating breakdown, plumbing and drainage problems, electrical emergencies, pest infestation, and external lock emergencies.
Some plans include a claim limit of up to £500 per claim, but the level of cover and whether a particular incident is included will depend on the policy you choose. Please check the policy documents carefully so you understand what is covered, any exclusions that apply, and how claims are assessed.
Smart Cover appliance insurance is designed to cover certain household appliances, subject to the policy terms, conditions, limits and exclusions.
Depending on the policy selected, this may include appliances such as washing machines, tumble dryers, washer dryers, dishwashers, ovens, hobs, cooker hoods, fridge freezers, fridges, freezers, and some television or satellite boxes.
Cover may include mechanical breakdown and electrical breakdown, and accidental damage may be available on selected policies. The exact appliances covered and the level of protection will depend on the plan you choose, so it is important to check the policy documents carefully before purchase or making a claim.
Smart Cover home emergency insurance may cover an older boiler, but this will depend on the policy terms, the age and condition of the boiler, and whether it meets the eligibility requirements for the plan.
In some cases, age limits, servicing requirements or other conditions may apply before boiler-related claims can be accepted. If the boiler does not meet those requirements, boiler breakdown itself may not be covered, even if other elements of the policy still apply.
Please check the policy documents and your policy schedule carefully so you understand any age limits, conditions and exclusions that apply.
Smart Cover policies are intended to cover certain sudden and unexpected incidents, subject to the policy terms, conditions, limits and exclusions.
Pre-existing faults, including faults that were already present or known about before the policy started, are typically not covered. Whether a claim is accepted will depend on the circumstances of the claim and the terms of the policy.
Please check your policy documents carefully so you understand what is excluded and how claims are assessed.
Smart Cover home emergency insurance is generally intended for eligible residential properties, subject to the policy terms, conditions, limits and exclusions.
Cover for communal areas or shared parts of a building may not be included under a standard policy. Whether a property is eligible, and what parts of it can be covered, will depend on the type of property and the terms of the policy selected.
If you are insuring a rental property or a building with shared areas, it is important to check the policy documents carefully to understand what is and is not included.
Smart Cover home emergency insurance is subject to the policy terms, conditions, limits and exclusions, so not every issue affecting your home will be covered.
Common exclusions may include pre-existing faults, wear and tear, cosmetic damage, damage caused by misuse or poor maintenance, and other issues that do not meet the policy definition of a sudden and unexpected home emergency. Certain age, condition or servicing requirements may also apply to some items or systems.
The exact exclusions will depend on the policy selected, so it is important to check the policy documents carefully, including the IPID and full terms, before purchase or making a claim.
Not sure if your situation is covered?
Our team can check your specific policy and tell you exactly whether a repair is covered before you call out an engineer.