Your HomeCare price explained
Here’s a guide to all the things we look at when working out the price of your cover.
How we calculate the annual cost of your policy
Every home is a little bit different, so everyone’s HomeCare price is a little bit different too. After all, a big house with an old boiler will almost certainly need more TLC than a smaller flat with the latest modern appliances.
That’s why we ask a few questions at the start to calculate a fair price for you and your home. If you’re not 100% sure how to answer some questions, no problem – your engineer will be able to take a look during your first home visit.
How old is your boiler?
Older boilers are more likely to need more maintenance and repairs so your price will reflect this.
What model is your boiler?
Some makes and models are more reliable than others, so we’ll ask about this too.
How many radiators do you have?
The bigger your heating system, the more HomeCare support you’re likely to need.
Where do you live?
Some areas of the country are more expensive for us to service – inside London’s congestion zone, for example.
We believe in fair prices with no nasty surprises
HomeCare is a great way of protecting yourself from unexpected repair bills around the home. Our pricing is designed to give you the same peace of mind.
In fact, many customers pay roughly the same from one year to the next. If nothing major has changed with your home or your individual circumstances, then your HomeCare price won't change much either.
So, what could lead to a price rise next year?
Your HomeCare price may increase if something big changes – perhaps because you move home or build an extension. Apart from that, there are also a few other things that could lead to a price increase.
Boiler age
Your boiler might not change, but your price might go up when it passes the age milestones of 6 and 11. This is because older boilers need more looking after.
Number of claims
As with any insurance product, your premiums are affected by the number of claims you make. So, a claim this year could increase your price next year.
Changes to your cover
Want to reduce your excess, or take out a higher level of HomeCare? Just tell us what you need and we’ll let you know your new price.
Nationwide factors
Our prices may rise in line with inflationary costs and increases in taxation, but we'll do our best not to pass these costs on to you.
Customers with boiler or central heating cover
Here’s a guide to our service levels, depending on the type of job you need help with. We’ll always do our best to get to you as soon as we can, but at certain times – especially during bad weather – high demand can affect the response rates shown below.
No heating and/or hot water?
Our service levels are set out below and we've been working hard to improve how we meet these over the past year. We now aim to offer same-day service if you have no heating and/or hot water and contact us before 11am – or the next day if you contact us after 11am. So far this year, 80% of customers who told us before 11am received same-day service.
Our service levels
We prioritise jobs for customers across the following three categories. The information below will give you a good idea of how long you can expect to wait for an engineer under different circumstances.
Emergency
No heating and/or hot water causing a medical risk to someone living in the property
OR
An uncontainable boiler leak causing property damage
What we aim for
Engineer same day or next day, if you call or contact us before 5pm.
How we’re doing (past 12 months)
99.5% of customers get an engineer same or next day
Priority
No heating and/or hot water
OR
A containable boiler leak not causing property damage
What we aim for
Engineer within 2 days, if you call or contact us before 5pm.
How we’re doing (past 12 months)
96.2% of customers get an engineer within 2 days
Standard
Any other fault – e.g. dripping radiator
What we aim for
Engineer within 5 days, if you call or contact us before 5pm.
How we’re doing (past 12 months)
89.2% of customers get an engineer within 5 days
Our first-time fix rate
We fix emergency and priority jobs within 24 hours for 82.5% of customers – with 96% completed within 72 hours. And we always do our best to offer a temporary fix if we can.
Customers with plumbing & drains cover
Here’s a guide to our service levels, depending on the type of job you need help with. We’ll always do our best to get to you as soon as we can, but at certain times – especially during bad weather – high demand can affect the response rates shown below.
Our service levels
We prioritise jobs for customers across the following three categories. The information below will give you a good idea of how long you can expect to wait for an engineer under different circumstances.
Emergency
No toilet facilities
OR a severe leak
What we aim for
Engineer same day or next day, if you call or contact us before 5pm.
How we're doing (last 12 months)
99% of customers get an engineer same day or next day
Priority
No bathing facilities, external leaks or moderate, controllable leaks
What we aim for
Engineer within 2 days, if you call or contact us before 5pm.
How we're doing (last 12 months)
99.9% of customers get an engineer within 2 days
Standard
Standard blockages
OR plumbing issues
What we aim for
Engineer within 5 days, if you call or contact us before 5pm.
How we're doing (last 12 months)
96.6% of customers get an engineer within 5 days
Customers with home electrical cover
Here’s a guide to our service levels, depending on the type of job you need help with. We’ll always do our best to get to you as soon as we can, but at certain times – especially during bad weather – high demand can affect the response rates shown below.
Our service levels
We prioritise jobs for customers across the following three categories. The information below will give you a good idea of how long you can expect to wait for an engineer under different circumstances.
Emergency
Electrical emergency
What we aim for
Engineer same day or next day, if you call or contact us before 5pm.
How we're doing (last 12 months)
94.9% of customers get an engineer same day or next day
Priority
Significant loss of power and/or lighting
What we aim for
Engineer within 2 days, if you call or contact us before 5pm.
How we're doing (last 12 months)
86% of customers get an engineer within 2 days
Standard
Standard faults
What we aim for
Engineer within 5 days, if you call or contact us before 5pm.
How we're doing (last 12 months)
87.4% of customers get an engineer within 5 days
Customers with kitchen appliance cover
Here’s a guide to our service levels, depending on the type of job you need help with. We’ll always do our best to get to you as soon as we can, but at certain times – especially during bad weather – high demand can affect the response rates shown below.
Our service levels
We prioritise jobs for customers across the following three categories. The information below will give you a good idea of how long you can expect to wait for an engineer under different circumstances.
Emergency
Total loss of refrigeration required for medicine
What we aim for
Engineer same day or next day, if you call or contact us before 5pm.
How we're doing (last 12 months)
86% of customers get an engineer same day or next day
Priority
Total loss of refrigeration
OR washing machine
What we aim for
Engineer within 2 days, if you call or contact us before 5pm.
How we're doing (last 12 months)
79% of customers get an engineer within 2 days
Standard
Standard faults
What we aim for
Engineer within 5 days, if you call or contact us before 5pm.
How we're doing (last 12 months)
88.1% of customers get an engineer within 5 days