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?
If your boiler is older than the threshold ages of 6 and 11, it’s 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 exactly the same from one year to the next. If nothing major has changed with your home, then your HomeCare price won’t change much either.
So, what could lead to a price rise next year?
Your HomeCare price will only 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 might need to rise if there were dramatic increases in tax or inflation, but we’ll always do our best not to pass these costs onto you.
Customers with boiler or central heating cover
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, 24/7 service as needed
How we’re doing (past 12 months)
99.30% 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
How we’re doing (past 12 months)
96.90% of customers get an engineer within 2 days
Standard
Any other fault – e.g. dripping radiator
What we aim for*
Engineer within 5 days
How we’re doing (past 12 months)
92.40% 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.
*If you call before 5pm. Our ability to respond to breakdowns is impacted by engineer availability, demand, and weather.
Customers with plumbing & drains cover
Emergency
No toilet facilities
OR a severe leak
What we aim for*
Engineer same day or next day
How we're doing (last 12 months)
93.80% 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
How we're doing (last 12 months)
99.70% of customers get an engineer within 2 days
Standard
Standard blockages
OR plumbing issues
What we aim for*
Engineer within 5 days
How we're doing (last 12 months)
95.40% of customers get an engineer within 5 days
*If you call before 5pm. Our ability to respond to breakdowns is impacted by engineer availability, demand, and weather.
Customers with home electrical cover
Emergency
Electrical emergency
What we aim for*
Engineer same day or next day
How we're doing (last 12 months)
96.80% 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
How we're doing (last 12 months)
89.40% of customers get an engineer within 2 days
Standard
Standard faults
What we aim for*
Engineer within 5 days
How we're doing (last 12 months)
89.90% of customers get an engineer within 5 days
*If you call before 5pm. Our ability to respond to breakdowns is impacted by engineer availability, demand, and weather.
Customers with kitchen appliance cover
Emergency
Total loss of refrigeration required for medicine
What we aim for*
Engineer same day or next day
How we're doing (last 12 months)
93.50% 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
How we're doing (last 12 months)
90.00% of customers get an engineer within 2 days
Standard
Standard faults
What we aim for*
Engineer within 5 days
How we're doing (last 12 months)
97.00% of customers get an engineer within 5 days
*If you call before 5pm. Our ability to respond to breakdowns is impacted by engineer availability, demand, and weather.