My experience doesn't refer to a claim which I have thankfully not had to do but with the outstanding service from the customer service team. I was thinking of cancelling and I spoke to Bonnie. She wa... Zobacz więcej
Reakcja na opinię
Chociaż nie weryfikujemy konkretnych wypowiedzi, ponieważ opinie recenzentów są ich własnymi opiniami, recenzje mogą zostać oznaczone jako „Zweryfikowane”, jeśli uda nam się potwierdzić, że doszło do rzeczywistej interakcji biznesowej. Dowiedz się więcej
Aby chronić integralność platformy, każda recenzja na naszej platformie—zweryfikowana lub nie—jest sprawdzana przez nasze oprogramowanie działające w trybie 24/7. Technologia ta została zaprojektowana w celu identyfikowania i usuwania treści, które naruszają nasze wytyczne, w tym recenzji, które nie opierają się na prawdziwym doświadczeniu. Zdajemy sobie sprawę, że możemy nie wychwycić wszystkiego, dlatego możesz oflagować wszystko, co według Ciebie mogliśmy przeoczyć. Dowiedz się więcej
Zobacz, co mówią recenzenci
Efficient buying of the policy with easy online access. BUT BEWARE - the £60 'mandatory excess for claims within 90 days' is hidden within the small print, and then only if you download the full cond... Zobacz więcej
Reakcja na opinię
Do not use this company, worst customer service and they don't fullfil thier obligation of Boiler Service. I took out thier full cover last year Sept 2025, and was promised a boiler service a... Zobacz więcej
Reakcja na opinię
Plenty of notice was given of engineer arrival. He arrived on time and completed service in good time. Saud everything was fine for another year. Very pleased with service
Reakcja na opinię
Informacje dotyczące firmy
- Agencja ubezpieczeniowa
- również w kategorii:
- Dostawca bojlerów
- Hydraulik
- Naprawy
- Pośrednik ubezpieczeniowy
O HEA
Napisane przez firmę
Save 20% on home emergency cover and 10% on appliance cover today.
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 QuoteDane kontaktowe
Arena Business Centre, Holyrood Close, BH17 7FJ, Poole, Zjednoczone Królestwo
- marketing@homeemergencyassist.com
- homeemergencyassist.com
4,0
Dobra
12 tys. recenzji
Zaprasza klientów do wystawiania recenzji
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Odpowiada na 100% z negatywnych recenzji
Zwykle odpowiada w ciągu 1 tygodnia
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Engineer kept in touch
Engineer kept in touch. Worked cleanly. Professional approach. Friendly attitude. Checked and made sure a was ok before leaving
25 września 2026
Odpowiedź od HEA
Hi Ronald,
We're delighted to hear that the engineer kept you informed throughout the visit and delivered a professional service. It's great to know that they worked cleanly, maintained a friendly attitude, and took the time to ensure everything was satisfactory before leaving.
Providing a high standard of service and customer care is very important to us, so we're pleased that your experience reflected this.
Kind regards,
Nazeera.
Odpowiedź od HEA
Hi John,
We're delighted to hear that our customer service team explained your product clearly and made sure you fully understood your cover. We believe that clear and straightforward communication is essential to providing great service, so it's wonderful to know that this was reflected in your experience.
Thank you for taking the time to share your feedback. We truly appreciate your support and look forward to assisting you again in the future.
Kind regards,
Nazeera.
Thu 27th August - service with a smile
Thu 27th August.
Service was arranged quickly and co was great when i had to rearrange at short notice.
Engineer was friendly and knowledgeable and arrived early in the day to complete the service.
Also a very good price when I renewed cover which is very important at a time when everything is expensive. THANK YOU.
27 sierpnia 2026
Odpowiedź od HEA
Hi Lorraine,
We're delighted to hear that your service was arranged quickly and that the team was able to accommodate your appointment change at short notice. It's great to know that the engineer was friendly, knowledgeable, and able to complete the service early in the day.
We're also pleased that you found your renewal cover to be competitively priced. We understand how important value for money is, especially with the rising cost of living, so it's fantastic to hear that we were able to provide a service and price that met your expectations.
Thank you for taking the time to share your experience and for your kind words. We truly appreciate your support and look forward to assisting you again in the future.
Kind regards,
Nazeera.
Everything went very smoothly
Everything went very smoothly. I had great communication throughout, and the engineer was very polite, courteous, and professional.
Top marks all round.
25 września 2026
Odpowiedź od HEA
Hi Richard,
We're delighted to hear that everything went smoothly and that you felt well informed throughout the process. Providing clear communication and a seamless customer experience is something we strive for, so it's wonderful to know we met your expectations.
We're also pleased to hear that the engineer was polite, courteous, and professional during the visit. We'll be sure to share your kind comments with the team.
Thank you for taking the time to leave such positive feedback. Your "top marks all round" means a great deal to us!
Kind regards,
Nazeera.
It was so nice to speak to a Human…
It was so nice to speak to a Human Being , his name was Calum .
Extremely helpful, friendly, sympathetic and funny !
The result from changing from one company to yours has been a pleasure !
Thank you
23 września 2026
Odpowiedź od HEA
Hi Sue,
We're delighted to hear that Calum provided such a positive experience. It's great to know that his friendly, helpful, and personable approach made a real difference and that he was able to assist you with both professionalism and a sense of humour.
We're also thrilled that your switch to us has been a smooth and enjoyable one. Feedback like yours means a lot to our team, and we'll be sure to pass your kind words on to Calum and recognise him for the excellent service he provided.
Thank you for choosing us, and we look forward to continuing to support you in the future.
Kind regards,
Nazeera.
Easy to follow and compare
20 września 2026
Odpowiedź od HEA
Hi Keith,
Thank you for your feedback! We're delighted to hear that you found the service easy to follow and compare. Making information clear and straightforward for our customers is something we strive for, so it's great to know we met your expectations. We appreciate your support and look forward to assisting you again in the future.
Kind regards,
Nazeera.
I have Boiler Service
I have Boiler Service, Plumbing and Drainage cover with this company. Last year my boiler was serviced and after they service water was leaking from the boiler. They insisted that I make a claim, even though the boiler was perfectly fine before the service. After several hours on the phone, they decided to send an engineer out. The man who serviced the boiler hadn’t tightened a bolt properly. The same happened when it was serviced in August! Because I hadn’t noticed it within the 7 days, they again insisted that I need to make a claim! I’m absolutely disgusted with this company and will cancel my policy with them. To rub salt in the wound, received an email with my details and asking if I would recommend them to friends!
14 września 2026
Opinia niezależna
Odpowiedź od HEA
Good Afternoon Mrs Kearns,
Thank you for taking the time to leave your review. We’re sorry to hear that you remain unhappy with the outcome.
We have fully reviewed your concerns regarding the boiler service completed in August. Our servicing arrangements provide a 7-day recall period for issues believed to be connected to a completed service. As the leak was reported outside of this period, we were unable to arrange a return visit as a service recall.
We also found insufficient evidence to establish that the recent service caused the leak, particularly given that a similar issue had occurred previously. For this reason, the issue would need to be reported as a new breakdown claim and assessed in accordance with the terms of your policy.
We appreciate this was not the outcome you were hoping for, but we are satisfied that the complaint was investigated appropriately based on the information available.
Kind Regards,
Home Emergency Assist
Reasonable price and very helpful
Just joined after leaving homeserve and found then very helpful and got a person immediately instead of a computer generated voice plus much cheaper so a winner.
8 września 2026
Odpowiedź od HEA
Hi Valerie,
Thank you for your fantastic review. We're delighted to hear that you found our cover competitively priced and that our team was able to assist you straight away. Providing a personal, friendly service without unnecessary delays is important to us, so it's great to know this made a positive difference to your experience. We're pleased to have welcomed you to HEA and appreciate your support.
Kind regards,
Nazeera.
We have had Home Emergency Assist cover…
We have had Home Emergency Assist cover for a number of years and we used it once for a plumbing issue - they did come out in a reasonable time on that occasion and repaired the issue, so was quite satisfied with the service at the time.
I called them again last night as our back door lock broke and the house was not secure. The policy suggested it would cover a locksmith. I phoned around 10.30pm, chased again at 11.30pm and was told I had been put through to the overflow team and was down as an emergency. I left my phone on all night expecting a call at anytime and woke up at 6am with no calls. I phoned again at 6am, the lady was apologetic but couldn't give me an update. Considering it's supposed to be emergency cover and they confirmed it was put through as an emergency as the house is not secure, it has not been dealt with as an emergency. We decided to cancel the claim and contact a locksmith ourself to secure the house this morning. I'm considering cancelling our policy and looking elsewhere as I've not found this recent experience very reliable and not sure of the benefit of paying for the policy if we can't rely on them to provide an emergency service. I was expecting it to be dealt with within a couple of hours and not left all night.
11 września 2026
Opinia niezależna
Odpowiedź od HEA
Good Morning Miss Packham,
Thank you for taking the time to share your experience. We are sorry that on this occasion the service you received fell below the standard you were entitled to expect from us, particularly given that your property could not be secured.
We have since completed a full investigation into what happened and identified a failure in the way your out-of-hours emergency was progressed, which unfortunately resulted in you being left without the assistance and updates you reasonably expected overnight.
We appreciate that you ultimately had to make your own arrangements to secure your home, and we completely understand the frustration and concern this situation caused. We have been in direct contact with you, provided our final response to your complaint, and reimbursement for the cost of the private repair has now been made. We have also taken steps to address the issues identified through our investigation.
We are sorry that your recent experience did not reflect the service you had previously received from us, and we appreciate you bringing this matter to our attention.
Kind regards,
Home Emergency Assist
Callum was very well informed and…
Callum was very well informed and assisted me with all my queries whilst on the phone to him, therefore I agreed to join.
4 września 2026
Odpowiedź od HEA
Hi David,
Thank you for your wonderful review. We're delighted to hear that Callum was well informed and able to assist with all your queries. Providing clear information and excellent customer service is something we pride ourselves on, so it's great to know this helped you make the decision to join. We appreciate your feedback and welcome you to HEA!
Kind regards,
Nazeera.
Great service from Calum
Great service from Calum
Very helpful and engaging on the phone.
Also found a great price £400 cheaper than my old provider quoted for renewal.
11 września 2026
Odpowiedź od HEA
Hi Colin,
Thank you for your fantastic review. We're delighted to hear that Calum provided such helpful and engaging service and was able to find you a great deal. Saving £400 compared to your previous renewal quote is excellent news. We appreciate your feedback and are thrilled to have been able to assist you with your cover.
Kind regards,
Nazeera.
Easy
Easy to arrange plumbing and drainage insurance at a competitive price on the web site . Hopefully if we do get a problem it will be just as easy to sort out
3 września 2026
Odpowiedź od HEA
Hi Alan,
Thank you for your review. We're delighted to hear that arranging your plumbing and drainage insurance was easy and that you found our pricing competitive. We hope you never need to make a claim, but if you do, we'll be here to make the process as smooth and straightforward as possible.
Kind regards,
Nazeera.
Very impressed with your colleague.
Very good communication from your associate at customer service ,Explained everything perfectly.
10 września 2026
Odpowiedź od HEA
Hi Michael,
Thank you for your review. We're delighted to hear that our customer service advisor communicated clearly and explained everything perfectly. We appreciate your kind feedback and look forward to assisting you again in the future.
Kind regards,
Nazeera.
Once a phone call came through the…
Once a phone call came through the process was straightforward.
On line though after numerous attempts, your system just wouldn't accept my phone number
8 września 2026
Odpowiedź od HEA
Hi John,
Thank you for your feedback. We're pleased to hear the process was straightforward once you spoke to an advisor. We're sorry you experienced issues entering your phone number online and appreciate you bringing this to our attention. Your feedback will help us improve our online experience.
Kind regards,
Nazeera.
I’ve been really happy with HEA so far
I’ve been really happy with HEA so far. Although I haven’t had to make a claim yet, the service has been really good and I’ve found them very helpful and straightforward to deal with.
The price is also very competitive compared with other options I looked at, which is one of the main reasons I chose them. Hopefully I won’t need to make a claim, but based on my experience so far, I’m very happy with the service and would recommend giving HEA a try.
20 lipca 2026
Odpowiedź od HEA
Hi Aweis,
Thank you for taking the time to share your experience and for your recommendation. We're delighted to hear that you've found our service helpful, straightforward, and competitively priced.
At HEA, we strive to provide excellent customer service and great value from the very beginning, so it's wonderful to know that this has been reflected in your experience with us. While we also hope you won't need to make a claim, it's reassuring to know that we've earned your confidence should you ever need our support.
Kind regards,
Nazeera.
Excellent company who consider the…
Excellent company who consider the customer situation and considerate in resolving..
Mark is an excellent representative who understands the customer issues and try to resolve with good customer impact and experience..
8 września 2026
Odpowiedź od HEA
Hi Neeraj,
Thank you for your wonderful feedback and for taking the time to share your experience.
We're delighted to hear that Mark provided such excellent service and took the time to understand your situation. At HEA, we believe in putting our customers first, so it's fantastic to know that Mark was able to deliver a positive and considerate experience while working towards a resolution that met your needs.
Your kind words will be shared with Mark and the wider team, who will be thrilled to receive this recognition. Thank you for choosing HEA, and we look forward to continuing to support you in the future.
Kind regards,
Nazeera.
The process of buying a policy was very…
The process of buying a policy was very clear and handled well by the agent Angel and the offering was competitive
7 września 2026
Odpowiedź od HEA
Hi John,
Thank you for taking the time to leave us a review.
We're delighted to hear that the process of purchasing your policy was clear and straightforward, and that you found our offering competitive. It's especially pleasing to know that Angel provided a positive experience and handled everything professionally.
We'll be sure to pass your kind feedback on to Angel, who will be thrilled to receive the recognition. Thank you for choosing HEA, and we look forward to continuing to provide you with excellent service.
Kind regards,
Nazeera
Odpowiedź od HEA
Hi Susan,
Thank you for your 5-star review!
We're delighted to hear that you found the instructions clear and concise. We strive to make every interaction as straightforward and easy to understand as possible, so it's great to know we achieved that for you.
Thank you for choosing Home Emergency Assist. We appreciate your feedback and look forward to being there for you whenever you need us.
Kind regards,
Nazeera
Not timely with their service
Not timely with their service. Had to wait more than 1 month to rectify a plumbing issue. Had to call them on the proposed day to remind the Engineer.
Then they cancelled my policy unilaterally afterwards with no explanation.
I had been paying premiums even before they rebranded.
Not the best experience.
10 marca 2026
Odpowiedź od HEA
Dear Ade,
Thank you for taking the time to share your feedback. I’m sorry to hear about the delays you experienced in getting your plumbing issue resolved, particularly that you had to contact us on the expected attendance date. We appreciate how frustrating this must have been.
I’d also like to clarify the position regarding your policy. While we aim to offer renewal terms wherever possible, unfortunately we cannot guarantee that renewal will be offered in every case. There are a number of reasons why we may be unable to provide renewal terms, and a decision not to offer renewal does not necessarily relate to the length of time a customer has been with us or the premiums they have previously paid.
We do, however, recognise that receiving this decision without a clear understanding of the reasons can be disappointing, particularly given your history with us.
Thank you again for your feedback. We take comments regarding both our service delivery and communication seriously, and your experience will help us identify where improvements can be made.
Kind regards,
Home Emergency Assist
AVOID
AVOID, have been paying insurance for an appliance for over 2 years to finding out now they only cover 20% of the appliance as it’s 8 years old!! Paid £420 for my fridge freezer will only receive £80 oh and to top it off i have to pay £100 for a call out fee and old appliance fee!! HIDDEN COSTS!! MAKE YOU LOOK LIKE STUPID IDIOTS DON’T BOTHER
26 sierpnia 2026
Opinia niezależna
Odpowiedź od HEA
Good Morning,
Thank you for taking the time to leave your review. We’re sorry to hear that you remain unhappy with the outcome of your claim and appreciate that the settlement offered was disappointing.
We would, however, like to clarify that your appliance was not excluded from cover because of its age. Following engineering assessment, it was found to be beyond economical repair. Under the terms of your policy, where an appliance over five years old is beyond economical repair, the contribution towards a replacement is calculated according to its age. As your appliance was purchased in 2017, the applicable contribution resulted in the £80 settlement offered.
We appreciate that this is significantly less than the cost of purchasing a replacement appliance. However, the age-related contribution levels, together with the applicable policy charges and excesses, are set out within the policy terms provided when cover is purchased.
We take concerns about the clarity of our policies seriously and are sorry that the level of cover available in these circumstances did not meet your expectations. Your concerns have been fully investigated through our formal complaints process, and a final response has been issued explaining our findings and the options available to you should you remain dissatisfied.
Kind regards,
Home Emergency Assist
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