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
Although the engineer when he arrived was pleasant and did a good job, prior to arrival the service was poor. On the day of the original appointment I was told that the engineer would attend between 1... Zobacz więcej
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
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
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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
Ta firma zaprasza swoich klientów do recenzowania niezależnie czy to dobre, czy złe recenzje
Odpowiada na 98% z negatywnych recenzji
Zwykle odpowiada w ciągu 1 tygodnia
Jak firma korzysta z Trustpilot
Dowiedz się, w jaki sposób pozyskiwane, oceniane i moderowane są ich recenzje i oceny.
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
Plumbing and drainage cover
Smooth easy transaction and very reasonable price for the overall cover package.
20 sierpnia 2026
Odpowiedź od HEA
Hi Gary,
Thank you for your 5-star review. While you may not have needed to use the service yet, we understand that your rating could also reflect your experience while taking out your policy online. We're delighted to hear that the sign-up process was positive, and we appreciate you choosing us. We hope that when you do need us, we'll continue to meet your expectations.
Kind regards,
Nazeera.
Pretty disappointing experience so…
Pretty disappointing experience so far...
Considering this company is called Home Emergency Assist, there appears a real lack of urgency to fix the issue reported.
I've been without use of my only shower for three days so far.
Having had to make two calls to report the issue on Tuesday, I was called by Plumbcare, who said they couldn't visit until Thursday to assess the issue. HEA did step in here and managed to get an apt for me the next day (props for this!).
Plumcare visited on Weds, but needed to order a part, which then had to be authorised by HEA beforehand. Having called for an update following the visit, I was assured the part had been authorised and I would receive a call shortly to arrange another visit.
Several hours later, with still no phone call, I called HEA again, only to be told they were only then authorising the for the part to be ordered!
A phone call shortly after from Plumcare had to arrange another visit for Friday! After saying this wasn't good enough, the lady said she would put an apt in for Thursday, but they may have to rearrange if they are too busy. So now I am left in limbo and perhaps waiting another two days for the issue to be fixed.
I understand there are procedures to follow, but its clear considering the product you sell, that HEA is wildly ill prepared to deal with emergencies by not having basic equipment available or enough contractors to fulfil demand.
Its such a shame as I renewed my HEA product earlier this year after a completely different experience which would have earned them 5-stars, but not this time.
**UPDATE** 27th Aug
So an engineer arrived early this morning to complete the work, no call beforehand but i'll take the win.
The engineer was great, assessed the problem and left briefly to purchase the waste plug needed to fix the issue and the whole process took under an hour.
Overall, the experience was harder than necessary, with glimpses of good service.
People pay for these protections so when issues occur, someone is there to fix them quickly, helping to alleviate the stress and disruption. Unfortunately, going through this process left me on edge and unsure when or if it would be fixed.
Thankfully, the issue is now solved, but it was a slog getting there.
26 sierpnia 2026
Opinia niezależna
Odpowiedź od HEA
Hi Robert,
Thank you for taking the time to share your detailed feedback. We're sorry to hear that your recent experience did not match the high standard of service you previously received from us.
We understand how frustrating it must have been to be without the use of your only shower and to experience delays, conflicting updates, and uncertainty throughout the repair process. While we're pleased that the issue was ultimately resolved and that both our team and the attending engineer were able to assist, we appreciate that the journey to resolution was not as smooth or timely as it should have been.
We have previously reached out requesting additional information so that we could investigate your concerns thoroughly, but unfortunately we have not received a response. We remain committed to reviewing the matter and understanding what went wrong.
If you would like us to look into this further, please contact us at complaints@homeemergencyassist.com with your policy details and reference to this review. Our team will be happy to investigate and provide a detailed response.
Thank you again for your feedback. It helps us identify areas where we need to improve, and we hope to have the opportunity to restore your confidence in our service.
Kind regards,
Nazeera.
National Plumbing insurance has it’s faults
We are in the middle of a complaints procedure caused, in my opinion, by the plumbing company employed by HEA being too far away from the client. We had a leak from the toilet pan connector that fits into a cast iron soil pipe (1930s house) and I showed the plumber that the outside of the soil pipe had flaking paint (from a short overflow). He worked for Plumbcare in Wakefield and we are in Nottingham (70 miles each way) so he said he would need to get his tech team to check out the soil pipe. This is where it went wrong … I sent emails to Plumbcare pointing out the danger of “falling between two stools” (no pun intended) and three days later & no contact from tech team, after various phone calls from us to Plumbcare I finally lost my patience and decided to do the job myself. (At the age of 79yrs) After buying several pan connectors the wrong size (you need 90mm for metal pipes) I am pleased to say that I finally fixed the leak myself. The moral ? Look for local plumbers !
17 sierpnia 2026
Opinia niezależna
Odpowiedź od HEA
Dear Mr Breeze,
Thank you for taking the time to leave your review. We’re sorry to hear about the frustration you experienced following the plumber’s attendance.
We have now completed our investigation into the concerns you raised with us. While we found that the contractor’s decision not to proceed with the repair during the initial attendance was reasonable based on the condition of the external pipework identified at the time, we do accept that the communication afterwards fell below the standard we expect.
You should have received a clear and timely update regarding the next steps, rather than having to repeatedly chase for information. We have therefore upheld this part of your complaint and have offered £50 compensation in recognition of the inconvenience caused.
We appreciate you bringing your experience to our attention and will use the feedback to help improve the communication customers receive following contractor visits.
Kind regards,
Home Emergency Assist
Quite easy to set up the policy online
15 sierpnia 2026
Odpowiedź od HEA
Hi Robert,
We're delighted to hear that you found setting up your policy online quick and easy. We work hard to make the process as simple and straightforward as possible, so it's great to know that was your experience.
Thank you for choosing HEA!
Kind regards,
Nazeera.
Took out a plumbing and drainage cover…
Took out a plumbing and drainage cover with HEA and was helped to join by MARK who was very helpful knowledgeable in his job to explain every detail of my cover.
Thanks again Mark
21 sierpnia 2026
Odpowiedź od HEA
Hi Eamonn,
Thank you for your wonderful 5-star review!
We're delighted to hear that Mark provided such helpful and knowledgeable service while assisting you with your Plumbing and Drainage Cover. Taking the time to explain the cover in detail and ensuring our customers feel informed and confident is exactly the level of service we strive for.
We'll be sure to pass your kind feedback on to Mark, who will be thrilled to know that he made your experience a positive one.
Kind regards,
Nazeera.
From customer service to getting my…
From customer service to getting my toilet unblocked took four hours.I would give more stars if l could.Fantastic all round.
18 sierpnia 2026
Opinia niezależna
Odpowiedź od HEA
Hi Jacqui,
Thank you for your fantastic 5-star review! We're delighted we could resolve your issue within four hours and provide the fast, efficient service we strive for. Your kind words mean a lot to us, and we're glad we could help when you needed us most.
Kind regards,
Nazeera.
Efficient service
7 sierpnia 2026
Odpowiedź od HEA
Hi David,
Thank you for your 4-star review.
We're delighted to hear that you found our service efficient. Providing a professional and straightforward experience for our customers is always our goal, so it's great to know we met your expectations.
Thank you for choosing our service, and we look forward to assisting you again in the future.
Kind regards,
Nazeera.
Thank you for the advice.
The engineer was polite but the servicing time did seem a much briefer affair than the previous engineers visit in 2024 although he did give advice on how to access the enclosed boiler reducing my preparation time and making it easier for the next visit, I'm grateful for that advice, thanks.
7 sierpnia 2026
Odpowiedź od HEA
Hi Kenneth,
Thank you for taking the time to leave us a 4-star review.
We're pleased to hear that our engineer was polite and able to provide helpful advice on accessing your enclosed boiler, making preparation easier for both yourself and future visits. It's great to know this guidance was appreciated.
We understand your comments regarding the duration of the service compared to your previous visit in 2024. Service times can vary depending on the appliance, its condition, and any checks required on the day. However, we appreciate your feedback and will ensure your comments are noted.
Thank you again for your review and for choosing our service. We're delighted that the engineer's advice was helpful and made the process more convenient for you.
Kind regards,
Nazeera.
When completing the check
When completing the check, the engineer turned off the hot water. Also, when the boiler lights, there is a 'whoomp' sound that was not there before. I am not sure if it is significant, but occasionally it is quite startling as it is quite loud.
7 sierpnia 2026
Odpowiedź od HEA
Hi June,
Thank you for your feedback. I've checked the service certificate for the boiler service completed on 03/08/2026, and the engineer recorded that all checks were satisfactory with no faults identified.
Regarding the ignition noise, while we understand this can be concerning, boiler noise issues are not covered under your policy with us. As the boiler passed its service checks, it may simply be operating more efficiently following the maintenance, which could make certain sounds more noticeable. However, if the noise persists or worsens, we would recommend arranging a private inspection by a qualified heating engineer for further investigation.
Kind regards,
Nazeera.
Easy to do online
12 sierpnia 2026
Odpowiedź od HEA
Hi Carole,
We're delighted to hear that you found the process easy to complete online. We strive to make the experience as simple and convenient as possible for our customers. We appreciate your support and look forward to assisting you again in the future.
Kind regards,
Nazeera.
Helpful phone support
Helpful phone support, would have got 5 stars if it hadn't been for the upselling!
3 sierpnia 2026
Odpowiedź od HEA
Hi John,
Thank you for taking the time to leave us a review. We're delighted to hear that you found our phone support helpful and that our team was able to assist you.
We also appreciate your honest feedback regarding the upselling. We understand that these conversations can sometimes feel unnecessary, and we'll take your comments on board as we continually review the customer experience we provide.
Thank you for choosing us, and we hope to have the opportunity to earn that fifth star in the future.
Kind regards,
Nazeera.
Terrible emergency service
I called at 21:15 to log an emergency claim after discovering an active leak from my upstairs bathroom, with water coming through into the living room below.
By 22:45, I had received no update, so I called again. I was told that I could receive a call at any minute throughout the night, so I spent the night having broken sleep, constantly checking my phone and waiting for someone to contact me.
No call came.
At 07:00 the following morning, with the leak still ongoing, I had to call again because I had still received absolutely no update.
You can have the friendliest staff in the world answering the phones, but that means very little if this is how you actually manage a genuine home emergency. I am extremely fortunate there are no electrical fittings directly underneath where the water is coming through.
An active leak causing damage from an upstairs bathroom into the room below should surely warrant urgent attention. Leaving a customer overnight without even an update is completely unacceptable.
Absolutely shocking service. I would not recommend Home Emergency Assist. I would rather pay the extra and go back to HomeServe, where I would expect an emergency to actually be treated as an emergency.
9 sierpnia 2026
Opinia niezależna
Odpowiedź od HEA
Hi Phil,
Thank you for taking the time to leave your review. We’re very sorry for the experience you had and, having fully reviewed your claim, we agree that the level of communication you received overnight fell below the standard you should expect from Home Emergency Assist.
Your claim was logged and deployed to a contractor after you reported the active leak. However, you did not receive the expected contact or update that evening. While the contractor should have made contact following the deployment, our own process should also have identified that this had not happened and ensured the matter was followed up and escalated. Unfortunately, this did not happen, and we completely understand your frustration at being left overnight without an update while the leak was ongoing.
Once the matter was picked up the following morning, we progressed the claim and arranged for attendance at approximately 12:00 that day.
A member of our team has since spoken with you directly to acknowledge what went wrong and discuss the situation. In recognition of the poor experience and lack of communication, we have also agreed to refund your excess, and we’re pleased that you were happy with the resolution discussed.
We appreciate that this does not change the experience you had on the night, but your feedback has highlighted where our normal process was not followed and where the matter should have been escalated sooner.
Please accept our sincere apologies for the inconvenience, worry and frustration this caused.
Kind Regards,
Home Emergency Assist
excellent services
Home insurances with boiler services. Good price plan and good quality of service.
7 sierpnia 2026
Odpowiedź od HEA
Hi Pui Fung,
Thank you for your feedback. We're pleased to hear you're happy with the quality of our service and the value of your home insurance and boiler cover.
Kind regards,
Nazeera.
Not a lot to say as he was not here…
Not a lot to say as he was not here very I’d say 20 mins the most did not say anything other than asking where the gas meter was then I signed on his pad and he was gone
31 lipca 2026
Odpowiedź od HEA
Hi Marie,
Thank you for your feedback. We have reviewed the service certificate and can confirm that all the necessary checks were completed in line with the scope of work and our terms and conditions.
If you have not yet received a copy of the certificate, please let us know and we will be happy to arrange for this to be sent to you. We appreciate your feedback and welcome the opportunity to address any further questions you may have.
Kind regards,
Nazeera.
Boiler Service
The engineer was delayed and came later than expected, not an issue as working from home and I had been informed of this. Engineer very polite, professional, annd quick. Cleaned up the little mess which had been made when opening the loft hatch door. Boiler given a clean bill of health for another year
31 lipca 2026
Odpowiedź od HEA
Hi Kamala,
Thank you for your feedback. We're pleased to hear that you were kept informed of the engineer's delay and that the service was carried out professionally and efficiently. It's great to know the engineer was polite, left the area clean and tidy, and that your boiler received a clean bill of health for another year.
Kind regards,
Nazeera.
Everything was dealt with efficiently…
Everything was dealt with efficiently from the booking through to the actual inspection, and the operative was happy to discuss things afterwards.
4 sierpnia 2026
Odpowiedź od HEA
Hi Alan,
Thank you for your feedback. We're delighted to hear everything was handled efficiently from booking through to inspection, and that our operative was able to discuss the findings with you afterwards.
Kind regards,
Nazeera.
Odpowiedź od HEA
Hi Koorosh,
Thank you for your feedback. We're pleased to hear that our engineer was professional, friendly, and provided a great boiler service experience.
Kind regards,
Nazeera.
Very professional and courteous
Very professional and courteous. Kept me informed of everything she was doing and the results. Advice was excellent
7 sierpnia 2026
Odpowiedź od HEA
Hi Lisa,
Thank you for your kind feedback. We're delighted to hear that you found the service professional and courteous, and that you were kept informed throughout the process. It's great to know the advice provided was helpful and met your expectations.
Kind regards,
Nazeera.
Doświadczenie Trustpilot
Każdy może napisać recenzję na Trustpilot. Osoby, które wystawiają opinie, mają prawo do ich edytowania lub usuwania w dowolnym momencie. Będą one wyświetlane, dopóki aktywne jest konto.
Wykorzystujemy wiedzę odpowiednio wykwalifikowanych pracowników oraz sprytną technologię, aby chronić naszą platformę. Dowiedz się, jak zwalczamy fałszywe recenzje.
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