Insurance with AXA Explained

Information about our Plumbing, Drains and Electrical Emergency Insurance products that we offer via AXA Inusrance

What does Plumbing, Drains and Electrical Emergency Insurance cover me for?

We work with AXA, a leading provider of Home Emergency cover, to offer Plumbing, Drains and Electrical Emergency Insurance products to our customers. We offer you a choice of 4 cover levels, so you can chose the right protection for your needs:

Further details on call out fees, cover and exclusions are provided in our Terms & Conditions

Who are AXA and what can they do for me?

Wholly-owned by the AXA Group, AXA Assistance (UK) Ltd (“AXA Assistance”) is among the world leaders in providing assistance services, and are specialists at providing home emergency services. AXA Assistance respond to around 180k customers every year, utilising their UK-wide network of qualified electricians, plumbers and drainage professionals to take the hassle away and help give you peace of mind when you have an emergency.

I have a home emergency, what should I do?

Call us free on 0800 027 4645 (we’re open 24 hours, 7 days a week) and have your account number to hand.

One of our advisers will discuss your issue and can arrange for an authorised contractor to visit your home. There’s an emergency repair limit of up to £1,000 per call out and up to 5 call-outs per year. Please refer to our Terms & Conditions for full details.

Will my insurance product cover me for all home emergencies?

There are various conditions and exclusions which limit the type and value of emergency repairs you can claim for. Please refer to our Terms & Conditions for full details.

Are there any exclusions on my policy?

Full details of what is excluded from your policy can be found in our Terms & Conditions, but some of the general exclusions include:

How do I pay for my Plumbing, Drains and Electrical Emergency Insurance?

Your payments will be collected through monthly Direct Debit. Please refer to the Direct Debit Guarantee for further details.

I’ve applied for a Plumbing, Drains and Electrical Emergency Insurance product but I’ve changed my mind?

We want you to be completely happy with your decision to take Plumbing, Drains and Electrical Emergency Insurance with us and you have 14 days from the moment you receive your welcome pack to change your mind. Please let us know by calling us free on 0800 027 4645 (lines open Monday to Friday 9am - 5pm) or by using the cancellation from here. Please refer to our Terms & Conditions for full details.

How do I renew my Plumbing, Drains and Electrical Emergency Insurance policy?

Before the end of your current policy we will write to you to let you know if there have been any changes to your policy and the amount you have to pay for the year ahead. Unless you tell us not to, we’ll automatically renew your policy so that you can continue to enjoy the benefits of your Plumbing, Drains and Electrical Emergency insurance.

If I move house can I take my Plumbing, Drains and Electrical Emergency Insurance to my new home?

Please let us know if you move. You can’t take your current Plumbing, Drains and Electrical Emergency Insurance with you, you will need to set a new policy for your new address. Please note, by canceling a policy as you are moving house your new policy will still have a 30 day ‘waiting’ period. Please refer to your terms and conditions for full details on how to cancel your existing policy.

What happens if I need to make changes to my policy?

Please keep us informed of any changes to your contact details or bank details. To tell us about any changes, just call us on 0800 027 4645 (lines open Monday to Friday 9am - 5pm or email web.sales@axa-assistance.co.uk)

Can I apply for Plumbing, Drains and Electrical Emergency Insurance if my supplier for gas or electricity is not ScottishPower?

Yes, you don’t need to be a Scottish Power energy customer to apply for one of our Plumbing, Drains and Electrical Emergency Insurance products. Find out more about our range of products here

Am I eligible for this cover?

To be eligible for this cover, you must be over 18 and a UK resident. We do not cover you if you are a landlord renting your property, or a tenant.

Will I be charged a call-out fee?

No, we do not charge you a call-out fee. You can make 5 claims per year, and we will cover you up to the £1,000 (incl. VAT) claim limit for each emergency claim. Please refer to our Terms & Conditions for full details.

Is there a limit to my cover?

Yes - our policies will cover you for up to £1,000 (incl. VAT) per claim, with a limit of five claims per year. Please refer to our Terms & Conditions for full details.

Do I pay any excess on my cover?

We offer a choice of excess levels on our products. You can choose between having no excess, £50 or £99. So, for example, if you choose to have an excess of £50 on your policy and you needed an emergency repair, you would pay the first £50 of the repair cost and we would pay the rest. Please refer to our Terms & Conditions for full details.

How long does my policy last for?

Your policy will last 12 months and will automatically renew each year, unless you tell us not to. We’ll contact you before each renewal.

When will my cover start?

Your cover starts on the date your first Direct Debit payment is taken.

How do I cancel my cover?

If you change your mind and wish to cancel you cover then all you have to do is call us free on 0800 027 4645 (lines open Monday to Friday 9am - 5pm) or use the cancellation form here and we’ll organise this for you.

How do I make a complaint?

We work with AXA Assistance to provide Plumbing, Drains and Electrical Emergency Insurance. If you’re unhappy with the service you have been provided, AXA Assistance will deal with your complaint. They will always aim to get it right, first time, every time, however, if you’re not happy they will try to put it right straight away. You can contact AXA Assistance by:

Last updated: 15 December 2022