Let us take care of things with HomeCare

How can I compare boiler cover?

As with any insurance, it’s important to compare options from different providers to make sure you get the right cover for you. It may be tempting to go for the cheapest premiums, but don’t forget to check the excess amount (what you’ll pay for each completed repair) and whether it includes things like annual servicing, emergency callouts and parts and labour costs, as these can all add up in the long run. And of course, the type and age of your boiler can have a big impact on what cover you choose. An older, less reliable boiler usually needs more comprehensive cover than one that was only installed recently.

Who can buy boiler cover?

You can only buy boiler insurance if:

• You own the home you're covering
• Everything you are covering is in good working order
• You are not already covered by a similar product

How much is boiler cover?

The cost of insuring your boiler depends on a few different factors, including its age, the level of protection needed, and the property it’s in. Basic plans are more affordable but tend to be limited on what they include. They may also have more additional costs, like callout fees, higher excess charges or having to pay extra for parts and labour. While comprehensive plans can be more expensive, they’ll usually offer a higher level of cover, no hidden costs and extra protection for other areas of your home, like plumbing and electrics.

What types of boilers can be covered with HomeCare?

We cover all types of residential gas and LPG boilers with a heat output capacity of up to 70kW. Unlike other insurers, we cover boilers of any age as long as they’re in good working order. And you don’t need to be a British Gas energy customer to buy HomeCare.

Once your cover starts, we’ll carry out an initial service visit to make sure we can cover your boiler and still get parts for any future repairs. And if there are any issues, your engineer will talk through your options.

Can I control my account online?

Yes you can. Just click here to access your account. Then follow the instructions.

To discover the benefit(s) of having an online account, watch this video.

What does an annual service include?

Your annual service includes a series of check(s) to make sure your boiler and central heating are running safely and efficiently.

Your engineer will check for water leak(s), damage and wear and tear. They’ll also carry out a few safety inspections, such as making sure your boiler is using the right amount of gas and not letting off carbon monoxide and other harmful gases.

An annual boiler service is included with all our HomeCare cover, and we’ll let you know when it’s time to book. If you don’t have HomeCare, you can get a one-off boiler service here.

*Your annual services may be more than 12 months apart.

Can I speak to someone if I have a question about buying HomeCare?

You can call us on 0333 202 9668 on Monday to Friday, 8am to 8pm, or on Saturday, 8am to 6pm. Or you can speak to one of our live chat team. Just click on the ‘Chat’ button in the corner of the screen.

We may record calls to help improve our service to you. Calls to 0330/0333 numbers will cost you no more than 01 or 02 numbers from landlines or mobiles. If you get 'inclusive minutes' with your package, calls to 0330/0333 numbers will be part of these.

How do I book my annual service visit?

You can book an annual service visit using your online account or through our app.

If your service isn't due for some time, you might not be able to book it just yet.

For more information, watch this video.

*Your annual services may be more than 12 months apart.

How do I book a repair?

Click here to access your account and book a repair in just a few click(s). Or book it on our app.

For more information, watch this video.

Why has my HomeCare price changed at renewal?

Your price can change at renewal for a number of reasons. Check our pricing guide for more information about how we calculate your price.

How much is the excess?

Excess is the amount you’ll pay for every completed repair. The higher the excess fee you select, the lower the monthly or annual price you pay. You can usually choose the amount of excess you’d like to pay when you buy your cover. Our excess options tend to be £0, £60 and £99.

If you have a £0 excess, you won’t pay any excess for a completed repair. If you have a £60 excess, you'll pay £60 for every completed repair. If you don't have a repair, you won't pay any excess.

If you’ve already got boiler cover with us, you can find your excess amount in your online account.

How quickly will you send an engineer when something goes wrong?

We aim to help customers who need us as soon as we can. However, our wait times vary depending on the type of issue you have (e.g. we prioritise emergencies over less serious issues) You can learn more about our service levels and what to expect from us here.

What happens if I contact you after 11 am with no heating and / or hot water?

We aim to offer you a next day service if you contact us after 11 am. You can learn more about our performance and what to expect from us here

How do I cancel my cover?

There are three ways you can cancel your cover:

• Start a live web chat
• Call us on 0333 202 9343
• Or write to us at HomeCare Membership Office, Murdoch House, Bothwell Road, Uddingston, G71 7UD

Our call centre and web chat teams are available Mon to Fri, 8am-8pm and Sat to Sun, 8am-6pm.

If you cancel within the first 14 day of your cover start date, we’ll give you a full refund minus charges for work completed prior to cancelling. We call this the ‘cooling-off period’.

If you cancel after 14 days, we will refund any premiums paid for the remaining insured period, less any administration fees. Where a repair or service has taken place, you may have to pay the remainder of your annual premium.