Happy to see another company offering water pipe insurance. Very competitive in price. Website easy to use and insurance terms set out in a clear and concise format, so you can compare policies. I hop... Toon meer
Bedrijf heeft geantwoord
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Lees wat reviewers zeggen
The engineer was very pleasant and polite, very respectful of property and left everything tidy. We were phoned late in the day to give us an approximate time for arrival which was 5.00pm. However,... Toon meer
Bedrijf heeft geantwoord
I've been with HEA a long time now, for both annual boiler servicing and central heating/ hot water checks and for additional household emergency cover, which over the years I have had cause to use a... Toon meer
Bedrijf heeft geantwoord
Will not be renewing - would not recommend. I've had the policy for over 3 years now however, a suprise £100 excess has appeared because my appliances are now over 6 years old. It's cheaper to... Toon meer
Bedrijf heeft geantwoord
Bedrijfsgegevens
Over HEA
Geschreven door het bedrijf
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 QuoteContactgegevens
Arena Business Centre, Holyrood Close, BH17 7FJ, Poole, Verenigd Koninkrijk
- marketing@homeemergencyassist.com
- homeemergencyassist.com
3,9
Goed
12K reviews
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The engineer was very pleasant and…
The engineer was very pleasant and polite, very respectful of property and left everything tidy.
We were phoned late in the day to give us an approximate time for arrival which was 5.00pm.
However, it would have been an extra star if we had been contacted the day or evening before to tell us it was an afternoon slot so that we weren't waiting in all day.
12 juni 2026
Antwoord van HEA
Hi Margaret,
Thank you for your detailed feedback. We're really pleased to hear our engineer was polite, respectful of your property, and left everything tidy.
We also appreciate your comments regarding the appointment timing. We understand how helpful it is to have earlier notice, and your suggestion about being informed the day before has been noted and will be shared with the team as we look to improve our scheduling communication.
Thank you again for taking the time to leave a review.
Kind regards,
Nazeera.
The gentleman who serviced our border…
The gentleman who serviced our border was very friendly and efficient with everything he did
12 juni 2026
Antwoord van HEA
Hi Carole,
Thank you for your kind review. We're so pleased to hear that our engineer was friendly and efficient throughout the service. We really appreciate you taking the time to share your experience, and we look forward to assisting you again in the future.
Kind regards,
Nazeera.
Great experience
Great experience. Staff are always pleasant and accommodating over the phone. The man that did my boiler was great too. In and out with no hassles
5 juni 2026
Antwoord van HEA
Hi Amanda,
Thank you for your wonderful review. We're delighted to hear you had a great experience from start to finish. It's fantastic to know our office team were pleasant and accommodating, and that the engineer provided a hassle-free service. We really appreciate your feedback and look forward to helping you again in the future.
Kind regards,
Nazeera.
Antwoord van HEA
Hi Adrian,
Thank you for your great feedback. We're really pleased to hear you found our engineer knowledgeable and that you were happy with the service. Your kind words are much appreciated, and we look forward to helping you again in the future.
Kind regards,
Nazeera.
The man who came to service the boiler…
The man who came to service the boiler was very helpfull and very quick
5 juni 2026
Antwoord van HEA
Hi Carol,
Thank you for your kind review. I'm delighted to hear you found the service helpful and efficient. It was a pleasure carrying out your boiler service, and I really appreciate you taking the time to share your experience.
Kind regards,
Nazeera.
Very professional guy and it nice to…
Very professional guy and it nice to kown that my boiler is taking care of.
5 juni 2026
Antwoord van HEA
Hi Ian,
Thank you for your lovely review. It was a pleasure helping you, and I'm really pleased to hear you're happy with the service. Knowing you feel confident that your boiler is being well looked after means a lot. Thanks again for your support!
Kind regards,
Nazeera.
Great so far
Great so far! I was please with the price quoted and it was easy to sign up. I didn’t understand the finance agreement but it was great that it was easy to call and get through and speak to a human…
4 juni 2026
Antwoord van HEA
Hi Nichola,
Thank you for your 4-star review! We're glad you found our pricing competitive and the sign-up process easy. We're also pleased that our team was available to help explain the finance agreement and provide the support you needed. We appreciate your feedback and look forward to serving you.
Kind regards,
Nazeera.
By informing policy holders of the…
By informing policy holders of the change IN PHONE NUMBERS . Did not reieve email
11 mei 2026
Antwoord van HEA
Good morning,
Thank you for your review.
We can confirm that the only contact number that has changed is the claims telephone line. This was confirmed within the letters and policy wording sent to you by email on 21 November 2025.
If you need to contact us about your policy, our customer service team remains available on the contact details provided in your policy documentation.
Kind regards,
Team HEA
Antwoord van HEA
Good Morning Mr Pal,
We're sorry to hear you're disappointed with the outcome of your claim.
When a policy is purchased online, customers are required to review and accept the policy terms and conditions before proceeding. As outlined within the policy documentation, proof of purchase may be required when making a claim for an appliance.
In this case, we requested proof of purchase in line with the policy terms. Unfortunately, as this documentation could not be provided, we were unable to progress the claim.
We appreciate that this may be frustrating, however we must apply the policy terms consistently to all customers. If you would like us to review the matter further, please contact our customer service team directly.
Kind Regards,
Customer Relations.
Engineer arrived within time scale…
Engineer arrived within time scale given. He was friendly and polite.
27 mei 2026
Antwoord van HEA
Hi Gary,
Thank you for taking the time to leave a review.
We're delighted to hear that your engineer arrived within the timeframe provided and that you found them friendly and polite. We pride ourselves on delivering a professional and reliable service, so it's great to know that this was reflected during your visit.
We appreciate your feedback and thank you for choosing us.
Kind regards,
Nazeera.
Antwoord van HEA
Hi June,
Thank you for taking the time to leave a review.
We're pleased to hear that your engineer was helpful and took the time to answer all of your questions. Providing clear advice and excellent customer service is important to us, so it's great to know that you had a positive experience during your visit.
We appreciate your feedback and thank you for choosing us.
Kind regards,
Nazeera.
Will not be renewing
Will not be renewing - would not recommend.
I've had the policy for over 3 years now however, a suprise £100 excess has appeared because my appliances are now over 6 years old. It's cheaper to just get the appliances replaced / repaired yourself than fork out £100s on a yearly policy + the excess!
Also want £35 to cancel my policy now - terrible company. I won't be renewing.
Claims process is painful, takes forever to get your appliances fixed when you desperately need them.
5 juni 2026
Review zonder uitnodiging
Antwoord van HEA
Good Morning,
Thank you for taking the time to leave your feedback. We're sorry to hear that you've decided not to renew your policy and that you were disappointed with your recent experience.
We would like to clarify that the excess applicable to appliance claims is based on the age of the appliance and is detailed within the policy terms and conditions. Renewal documents are issued each year and contain important information regarding cover, pricing, excesses, and any changes that may apply at renewal. For this reason, we always encourage customers to review their renewal documentation carefully before renewing their policy.
We also appreciate your comments regarding the cancellation fee. This charge is outlined within the policy terms and reflects the administration costs associated with cancelling a policy outside of the renewal period.
We are disappointed to hear that you found the claims process slow and inconvenient. We understand how important household appliances are and appreciate that delays can be frustrating when a repair is needed urgently. Your comments have been noted and will be shared with the relevant teams as part of our ongoing efforts to improve the service we provide.
Thank you for being a customer for over three years, and we wish you all the best for the future.
Kind Regards,
Customer Realtions.
Recommended repair was not delivered
Recommended repair was not delivered
.The engineer was very polite, tidy and efficient. He recommended that we ask the insurance company to arrange a replacement flue test cap. He emailed HEA to inform them.
However the company did not contact us and they were not available when I tried to phone them.
15 mei 2026
Antwoord van HEA
Hi Peter,
Thank you for your feedback. We are sorry for the inconvenience and frustration caused by the lack of follow-up communication.
We are pleased to hear that you found our engineer polite, tidy, and efficient during the visit. During the boiler service, the engineer identified that the flue cap insulation was perishing and correctly noted this as remedial work requiring attention.
As this issue was identified during a routine service, it falls outside the scope of your policy cover. Any remedial works identified at the point of a service are excluded from the policy and would need to be arranged and paid for privately.
We apologize if this was not made clear at the time and for any difficulty you experienced when trying to contact the relevant party. We appreciate your feedback and will use it to improve our communication processes going forward.
Kind regards,
Nazeera.
Antwoord van HEA
Hi Melvin,
Thank you for your review! We're glad you found the selection process easy and enjoyed our "best apple with apples" quote. We appreciate your feedback and hope to see you again soon!
Kind regards,
Nazeera.
3 phone calls and provided purchase…
3 phone calls and provided purchase dates, not once told about compulsory excess for appliances over 6 years. 2 of 3 appliances over 6 years. Only found out when purchased and documents sent. Totally unacceptable as I asked questions re excesses prior
2 juni 2026
Antwoord van HEA
Thank you for your feedback.
We are sorry to hear that your experience did not meet your expectations.
Having reviewed the calls, we agree that during one of your conversations with our team the mandatory £50 excess applicable to appliances over 6 years old was not fully explained when discussing excesses and charges. We understand how this could have caused confusion, particularly as you had specifically asked questions about additional costs before proceeding.
As part of the online application process, customers are required to confirm that they understand appliances over 6 years old are subject to a £50 compulsory excess, and this information is also included within the policy documentation issued after purchase. However, we appreciate that this does not change the fact that the information should have been clearly reinforced when you raised the question directly with our adviser.
We have shared your feedback with the relevant team to help improve our customer communications going forward. We understand that you have since cancelled the policy and apologise for the frustration this experience has caused.
Kind Regards,
Customer Relations.
Antwoord van HEA
Hi Elaine,
Thank you for your kind feedback! We're pleased to hear that our engineer was efficient, courteous, and helpful. Your appreciation means a lot to us, and we look forward to assisting you again in the future.
Kind regards,
Nazeera.
The engineer was very friendly and…
The engineer was very friendly and helpful and efficient
22 mei 2026
Antwoord van HEA
Hi Peter,
Thank you for your wonderful feedback! We're delighted to hear that the engineer was friendly, helpful, and efficient during your experience. We appreciate your kind words and look forward to assisting you again whenever needed.
Kind regards,
Nazeera.
I've been with HEA a long time now
I've been with HEA a long time now, for both annual boiler servicing and central heating/ hot water checks and for additional household emergency cover, which over the years I have had cause to use a few times. [eg Honeywell heating controller unit, ice/ condensation on an outside PIR sensor, skirt split on washing machine door...] It's peace of mind to know an approved local technician can be at hand, rather than a random pick from the phone book.
1 mei 2026
Review zonder uitnodiging
Antwoord van HEA
Good Morning,
Thank you for your continued loyalty and for taking the time to share your experience. We're delighted to hear that our annual servicing, heating cover, and household emergency support have provided you with peace of mind over the years. It's especially rewarding to know that having access to trusted local technicians has made a real difference when unexpected issues have arisen. We truly appreciate your support and look forward to continuing to serve you for many years to come.
Kind regards,
Nazeera.
Good follow up to Servicing
22 mei 2026
Antwoord van HEA
Hi Nick,
Thank you for your feedback! We're pleased to hear that you were happy with the follow-up after your service. Providing ongoing support and keeping our customers informed is important to us, and we appreciate your kind comments.
Kind regards,
Nazeera.
I was given a good offer and therefore…
I was given a good offer and therefore I had no hesitation to accept it. The adviser was very helpful.
20 mei 2026
Antwoord van HEA
Hi Nadia,
Thank you for your wonderful feedback. We’re delighted to hear that you received a great offer and that our adviser was able to assist you so helpfully throughout the process. We truly appreciate your support and look forward to continuing to provide you with excellent service.
Kind regards,
Nazeera.
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