Home emergencies

Home emergency

Flexible cover for common home emergencies. Now we can help with routine repairs too

If you had a burst pipe, who would you call?

Home emergency engineer

With AA Home Membership all it takes is one call and we'll send a tradesman to your rescue.

We offer prompt, trustworthy help with home emergencies and now with our new flexible options you can get help with routine repairs too.

Why choose the AA for home emergency cover?

  • No limit on the number of call-outs
  • Flexible excess options to suit your budget
  • Interest-free credit on monthly payments*

Are you an AA member? Save up to 22%**

Home Emergency Response

  • 24-hour assistance with home emergencies
  • Emergency cover for plumbing, drains, power failure, locks, windows and wasp nests
  • Up to £2,000 parts and labour cover per call-out

Choose an excess (payable per call-out)

£4.49 a month
for a year*

Home Response Plus

  • 24-hour assistance with home emergencies and routine repairs
  • Emergency cover for plumbing, drains, power failure, locks, windows and wasp nests
  • Routine plumbing, drainage, electrical and lock repairs
  • Unlimited parts and labour cover

Choose an excess (payable per call-out)

£7.49 a month
for a year*

Examples of emergencies we can help with

  • You have a burst pipe and water is pouring through the ceiling
  • Your toilet isn't flushing or is blocked and is the only toilet available
  • You have a blocked drain
  • You have no electrical power throughout your home
  • One of your windows has been smashed and your home needs to be made secure
  • The lock on your front door has broken and you can't secure your home
  • You have an active wasp nest in your loft

Why choose the AA?

  • 24-hour emergency assistance, 365 days a year
  • Unlimited emergency call-outs
  • Up to £2,000 parts and labour cover per emergency

Examples of situations which aren't covered

  • Dripping taps or showers
  • Toilet repairs where there's another toilet that everyone in your home can use
  • Problems with drains which are outside your property or are shared
  • Partial electrical failure, e.g. a socket isn't working
  • Replacement of glass in windows
  • Key and lock damage if you can get into your house by another door
  • Removal of a wasp nest from your garden

Key exclusions

  • Emergencies you knew about before the policy start date
  • An emergency that happens within the 14 days following the policy start date
  • The cost for making good or redecorating after an emergency isn't covered
  • If you or someone else has tried to make a repair, but has made matters worse, we don't cover you for extra costs you may face. Our advice: call us first!
  • If you live in a flat, shared facilities, such as shared plumbing, drainage, electrics, doors or windows aren't covered

Please see the Terms and Conditions Booklet for a full list of policy exclusions.

Home Emergency Response

£4.49 a month, for a year* (£99 policy excess)

Home Response Plus includes the home emergency cover included in Home Emergency Response, plus cover for routine plumbing, drainage and electrical repairs.

Examples of emergencies we can help with

  • You have a burst pipe and water is pouring through the ceiling
  • Your toilet isn't flushing or is blocked and is the only toilet available
  • You have a blocked drain
  • You have no electrical power in your home
  • One of your windows has been smashed and your home needs to be made secure
  • The lock on your front door has broken and you can't secure your home
  • You have an active wasp nest in your loft

Examples of routine repairs we can help with

  • Your toilet isn't flushing or is blocked
  • The overflow pipe has water flowing out of it but all your facilities are working
  • You have noticed a drip from a pipe in your bathroom
  • Your lights are working upstairs but the downstairs lights won't come on
  • Plug sockets in the kitchen are not working

Why choose the AA?

  • 24-hour assistance, 365 days a year
  • Unlimited call-outs for emergencies and covered home repairs
  • Unlimited parts and labour cover

Examples of repairs that aren't covered

  • Repair or replacement of radiators
  • Repairs to shared pipes and drains
  • Electrical appliance repairs
  • Upgrading electrical wiring

Key exclusions

  • Emergencies you knew about before the policy start date
  • An emergency that happens within the 14 days following the policy start date
  • The cost for making good or redecorating after an emergency isn't covered
  • If you or someone else has tried to make a repair, but has made matters worse, we don't cover you for extra costs you may face. Our advice: call us first!

Please see the Terms and Conditions Booklet for a full list of policy exclusions.

Home Response Plus

£7.49 a month, for a year* (£99 policy excess)

* Credit supplied by Automobile Association Insurance Services Ltd. You must be over 18.
Representative example: Home Emergency Response (£0.00 excess) – £7.99 a month + deposit; cash price/total payable £95.88; total credit £87.89; credit charge £0.00; 0.0% APR representative. Credit agreement duration 12 months.

** AA members can save 22% when they buy Home Emergency Response with a £99 excess. Members pay £41.88 and non-members pay £53.88 a year for this option.

AA Home Membership is underwritten by Acromas Insurance Company Limited (AICL) 57-63 Line Wall Road, Gibraltar. Registered Number 88716 (Gibraltar). UK branch address: Enbrook Park Sandgate, Folkestone CT20 3SE. Acromas Insurance Company is authorised by the Financial Services Commission, Gibraltar and is a member of the Association of British Insurers.

Automobile Association Insurance Services Limited is authorised and regulated by the Financial Conduct Authority (FCA). You can check their register or call the FCA on 0800 111 6768.

Compare home cover options

Common situations covered by our home cover options

The situations listed below will help to give you an idea of what is covered by our home cover options. Please see the Terms and Conditions booklet booklet for full details.

Plumbing and drainsHome Emergency ResponseHome Response Plus
You have a burst pipe and water is pouring through your ceiling Included Included
You've had a DIY incident and have accidentally made a hole in an internal water pipe causing a leak Included Included
The cold water storage tank is leaking uncontrollably Included Included
Your toilet isn't flushing or is blocked and is the only toilet available Included Included
There is a blocked or overflowing drain within the boundary of your property Included Included
The kitchen sink is blocked and you don't have another sink available Included Included
The overflow pipe has water flowing out of it but all your facilities are working Not included Included
Your toilet cistern is constantly refilling Not included Included
You have a drip under the sink when water drains Not included Included
Your toilet isn't flushing or is blocked although you have another toilet available Not included Included
Internal domestic gas supply and water supplyHome Emergency ResponseHome Response Plus
You have found a gas leak between your meter and an appliance (for your safety please call the National Grid before calling us) Included Included
Failure or damage to a water supply pipe is causing flooding or loss of water to your home Included Included
Wasps and hornetsHome Emergency ResponseHome Response Plus
You have an active wasps nest in your loft Included Included
Internal electricsHome Emergency ResponseHome Response Plus
You have no power to the entire property Included Included
All electrics are tripping in your home and you're continually re-setting the fuse board to maintain the electrical supply Included Included
No lights are working in your home but sockets are all working ok Not included Included
Plug sockets in the kitchen are not working Not included Included
Your upstairs lights are not working but your downstairs lights are Not included Included
SecurityHome Emergency ResponseHome Response Plus
Keys and locks
The lock on your front door has broken and you cannot secure your property Included Included
You have lost your keys and the only other set are inside your property Included Included
Your key has broken in the lock for a door to your house but you can gain access through another door Not included Included
Windows
One of your windows is cracked or has been smashed causing your home to be insecure Included Included
 

Common home situations we cannot help you with

  • Emergencies arising from a situation you knew about before (or within 14 days of) cover start date
  • If you or someone else has tried to make a repair, but has only made matters worse, we will not cover you for extra costs you may face. Our advice: call us first!
  • Dripping taps or showers
  • Problems relating to internal doors
  • If you live in a property with shared facilities such as a flat for example, we cannot help with problems that relate to plumbing, drainage, electrics, doors or windows that are shared
  • Problems relating to faulty appliances
  • Problems that are home improvements and not repairs, e.g. installation of a new boiler
  • Removal of other pests e.g. rats, mice and fleas

Terms and conditions

If you want to know more before you buy, the Terms and Conditions provide full details of what's included and excluded from the cover.

Home Membership Terms and Conditions Booklet

The booklets set out full terms and conditions for:

  • Home Emergency Response
  • Home Response Plus
  • Central Heating Emergency Response
  • Central Heating Response Plus

Policies starting from 16 December 2013 or renewed from 26 January 2014 onwards

Home Membership Terms and Conditions Booklet (December 2013)


Existing customers

If you're an existing customer you may be interested in previous versions of the Terms and Conditions.


About AA Insurance Services Limited

Please read this PDF summarising the services we offer.

About AA Insurance Services Limited

Updated March 2014


Frequently asked questions

Answers to common queries about Home Membership

Helplines

Do you have a home emergency or need assistance?

If you have Home Membership call our emergency helpline:
0800 316 3983
Lines are open 24 hours – please have your Home Membership number and your postcode handy. We'll send a tradesman to your home as soon as possible.

For any queries about your Home Membership policy or to amend your cover call:
0800 197 4676

Or if you want to get a quote for Home Membership:
0800 107 1031
Lines are open Mon–Fri 8am–8pm, Sat 9am–5pm, Sun 10am–2pm

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I have no cover, can you help?

I don't have cover, can you send a tradesman if I have an emergency now?

Yes. If you have an emergency at home right now, call 0800 197 4184 to get help straight away.

We'll tell you how much it will cost to fix the problem and will send a tradesman as soon as possible.

While you're on the phone we can also also arrange cover for future emergencies or routine repairs over the next 12 months.

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Home Membership assistance

How many days do I have to wait before I can get Home Membership assistance?

You can get assistance from the 15th day after the start date of your Home Membership cover. This only applies at the start of your policy and not when you renew your cover.

You're not covered for problems that you knew about when you bought the cover or problems that happen before the 15th day of your cover.

How many times can I call for assistance?

You can call for assistance as many times as you need to, there is no limit on the number of call-outs.

Do you cover parts and labour for emergency repairs?

You're covered for up to £2,000 for each Home Emergency Response claim you make. That includes call-out, labour, parts, materials and VAT.

Parts and labour cover is unlimited for all of the other Home Membership cover options.

Are there any excesses to pay if I make a claim?

For most customers an excess is optional. You can choose a £50 excess, a £99 excess or no excess at all. If you choose an excess, this is payable for each call-out you make.

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What's covered? What isn't?

What emergencies and routine repairs are covered? What's excluded from your cover?

Our comparison tables show at a glance what's covered around the home :

Compare home cover You'll find full cover details in the Home Membership Terms & Conditions Booklet.

Is there anything that isn't covered for flats?

You're not covered for the shared bits of flats or maisonettes with shared facilities, so the following types of claim are not included:

  • Plumbing claims relating to sections of shared pipe
  • Drainage claims where a shared pipe is blocked
  • Claims for keys, locks and glazing in shared communal areas
  • Water supply pipes are not covered for flats or maisonettes

Central Heating Emergency Response and Central Heating Response Plus cover is the same for flats as for a house or any other eligible property.

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Moving house

What happens to my cover if I move house?

You can change the address for your Home Membership as long as we are able to insure your new home. Call us on 0800 107 1031 to let us know about your change of address.

If you move and have central heating cover we'll inspect your central heating system to make sure that we are able to support it and that it is in good working order.

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Tenants and landlords

I am a tenant, can I take out Home Membership?

Yes, you can. Usually a landlord takes care of emergency repairs, but you can get cover if you rent property from a private landlord. You'll be asked to confirm that your landlord is happy for us to carry out work at their property when you make a claim.

We are unable to cover social or housing association tenants.

Please call us on 0800 197 4180 to buy cover for the property you're renting.

I am a landlord. Can I take out Home Membership?

Yes. Home Membership is available for your home and if you have up to two rental properties we can cover those too.

You may give your tenants permission to contact us for assistance. If you give your tenant permission to call us on your behalf you should give them the Home Membership number to quote when they call.

How many properties does a Home Membership cover?

One. Each property requires its own Home Membership.

Does Home Membership include a Gas Safety record?

No. A Gas Safety Record (CP12) should be obtained via an annual check, completed by a Gas Safe registered engineer.

What are my legal duties in relation to gas safety as a landlord?

As a landlord, you should ensure gas appliances are serviced in accordance with the manufacturer's instructions. If these are not available, it is recommended that they are serviced annually, unless advised otherwise, by a Gas Safe registered engineer.

Annual safety checks should be carried out on each gas appliance and flue. Before any new lease starts, make sure that these annual checks have been made within one year before the start of the lease.

All installation, maintenance and safety checks must be carried out by a Gas Safe registered engineer, and a record of each safety check kept for at least two years.

Copies of the latest safety check record (CP12) should be given to existing tenants within 28 days of the check being completed, or, to new tenants before they move in.

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Hear what people say about their Home Membership.

What our customers say

Carry on doing what you are doing!
Goran Tresic, London

I would like to thank you for an excellent service. I was very impressed. As an older person I panic when things go wrong, and your team – from telephone call to your plumber coming out to the house – was just marvellous. Paul Aiken was the plumber – just excellent.
Joan Stansfield, Bakewell

Very pleased with the service, no problems at all, very impressed with the AA as a company.
Angela Farnham-Smith, Worthing

Very happy with the service received.
Mr B Manderson, South Yorkshire

Learn how to protect your home

Home emergency advice

Even if your home is covered against emergencies, it's still worth thinking about how you can avoid any unnecessary hassle and stress.

We've put together some home advice to help you prevent some of the most common problems that might affect your home:


Can we help?

 

Login to Chat

 

Get a quote

0800 197 0610

 

Report an emergency

 

Existing customers

0800 316 3983

 

Not an existing customer?

0800 197 4184