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Home Emergency Terms and Conditions

Terms and Conditions
Definitions related to this American Express Home Emergency Policy

24 Hour Emergency Helpline: 0845 4500 619


Authorised Contractor: A tradesperson authorised by Us in advance to carry out repairs under this Policy.


Beyond Economical Repair: The point at which We deem the cost to repair Your boiler exceeds its value.


Covered Event: An Emergency within the Property listed in the “What is Covered” section.


Emergency: The result of a sudden and unforeseen incident at the Property which immediately:

a) Exposes You or a third party to a risk to Your or their health or;

b) Creates a risk of loss of or damage to the Property and/or any of Your belongings or;

c) Renders the Property uninhabitable.


Emergency Repairs: Work undertaken by an Authorised Contractor to resolve the Emergency by completing a Temporary Repair.


Excess: If You have selected a Policy with an Excess, the amount, as shown on Your Policy Schedule, that You have agreed to pay towards the cost of every claim.


You/Your: The policyholder and/or any member of the policyholder’s immediate family normally living at the Property.


Local Territory: United Kingdom (Great Britain, Northern Ireland, Isle of Man not including Channel Islands).


Period of Insurance: From the start date of Your Policy to the day it is cancelled.


Permanent Repair: Repairs and/or work required to put right the fault which caused the Emergency on a permanent basis.


Policy: American Express Home Emergency Cover underwritten by Inter Partner Assistance SA;


Policy Number: This number is specific to Your Policy and is shown on Your Home Emergency Policy Schedule;


Policy Schedule: This document is sent to You with these Terms and Conditions and states the address to which cover under the Policy applies, the Policy Number, start date of the Policy, the monthly Premiums and any Excess (where applicable);


Premium: The monthly amount payable by You as shown on Your Policy Schedule;


Property: Your principal permanent place of residence in the Local Territory, comprising private dwelling used for domestic purposes, excluding garage, garden and outbuildings.


Temporary Repair: A repair undertaken by an Authorised Contractor which will resolve an Emergency but will need to be replaced by a Permanent Repair.


We, Us, Our: AXA Assistance UK Ltd or Inter Partner Assistance SA, The Quadrangle, 106-118 Station Road, Redhill, Surrey, RH1 1PR

The Underwriter

This policy is underwritten by Inter Partner Assistance SA (IPA) which is fully owned by the AXA Assistance Group. Inter Partner Assistance is a Belgian firm authorised by the National Bank of Belgium and subject to limited regulation by the Financial Conduct Authority. Details about the extent of its regulation by the Financial Conduct Authority are available from Us on request. Inter Partner Assistance SA firm register number is 202664. You can check this on the Financial Services Register by visiting the website or by contacting the Financial Conduct Authority on 0800 111 6768.

The Service Provider

AXA Assistance (UK) Limited provides the services described in this certificate during the Period of Insurance for which You have paid the Premium.

How to make a claim

To obtain Emergency assistance contact the 24 Hour Emergency Helpline on: 0845 4500619


You should have the following information available upon request:

  • Your name and home postcode
  • Your Policy Number
  • An indication as to the nature of the problem


We will then

a) Advise You how to protect yourself and the Property immediately; organise and pay up to £1,000 less any agreed Excess per claim; including call out, labour, parts, materials and VAT, for an Authorised Contractor to carry out a Temporary Repair, or if at a similar expense an Permanent Repair.

If the Temporary Repair will cost more than £1,000 including VAT to complete, We will advise You how much, in total, the repair will cost. We will proceed with the repair only if You agree to pay for the amount over £1,000

b) In the event of the Property becoming uninhabitable and remaining so overnight because of the Covered EventWe will, subject to Our prior agreement, reimburse You up to £200 including VAT in total for:

  • Your overnight accommodation and/or
  • transport to such accommodation


You can claim the cost of Your accommodation or transport up to the value of £200 by submitting Your receipts and or invoices to AXA Assistance AMEX Home Emergency claims, The Quadrangle, 106-118 Station Road, Redhill, Surrey, RH1 1PR.

What is covered

The Covered Events are the ones listed below up to £1,000 less any agreed Excess per claim:

a) Plumbing problems related to leaking pipes, blocked drains or leaking radiators.

b) Blockages in toilet waste pipes.

c) Electricity complete failure within the Property.

d) Central heating or boiler failure.

e) Animals or insects that are destructive in their natural behaviour or considered pests or nuisances: brown rats, black rats, house mice, field mice, squirrels, wasps’ nests and hornets’ nests only.

f) Broken or damaged windows, doors and locks presenting a security risk to the Property.


There are conditions and exclusions that apply to this Policy, shown in the “What is not covered” section, which limit Your cover. Please read them carefully to ensure this cover meets Your needs.


We do not wish You to discover after an incident has occurred that it is not insured.

This insurance is not a household buildings or contents policy or an equipment maintenance contract. It Is designed to complement a standard household insurance policy, providing benefits and services which are not normally available under such policies

We will not be liable for any of the following:
  • Loss or damage arising from circumstances known to You prior to the start date of this Policy.
  • The cost of replacement parts due to natural wear and tear.
  • Loss or damage however caused to personal items, like paintings, electrical goods, jewellery, clothing, etc.
  • Any loss or damage to Your Property as a result of the Emergency.
  • Any loss due to faulty installation of Your plumbing, heating, electrical system within the Property.
  • Loss or damage arising from disconnection or interruption of mains services by the deliberate act of the utility company concerned or any equipment or services which are the responsibility or Property of the utility company.
  • Any cost relating to the attempted repair by You or Your own contractor.
  • Any defect, damage or failure caused by malicious or wilful action, negligence, misuse, third party interference or faulty workmanship, including any attempted repair or modification which does not comply with recognised industry standards.
  • Any Emergency in a Property that has been unoccupied for more than 30 consecutive days.
  • Any loss arising from subsidence caused by bedding down of new structures, demolition or structural repairs or alterations to the Property, faulty workmanship or the use of defective materials, or river or coastal erosion.
  • Any loss or damage arising as a consequence of:
    i) war, invasion, act of foreign enemies, terrorism, hostilities (whether war is declared or not), civil war, rebellion, revolution, insurrection, coup, riot or civil disturbance;
    ii) ionising radiation or contamination by radioactivity from any nuclear fuel or from any nuclear waste from combustion of nuclear fuel, the radioactive toxic explosive or other hazardous properties of any explosive nuclear assembly or its nuclear component.
Complaints Procedure

We make every effort to provide You with the highest standards of service. If on any occasion Our service falls below the standard You would expect Us to meet, the following procedure explains what You should do.


You can write to the Customer Relations Manager, who will arrange an investigation on behalf of the General Manager, at: Inter Partner Assistance SA, The Quadrangle, 106-118 Station Road, Redhill, Surrey RH1 1PR, UK telephone 01737 815913 or e-mail:


If We are unable to reach a satisfactory conclusion, You have the right to make an appeal to the Financial Ombudsman Service by writing to: Financial Ombudsman Service South Quay Plaza, 183 Marsh Wall, Docklands, London, E14 9SR, UK Or You can phone 0800 0234567 or from a mobile phone on 0300 1239123

These procedures do not affect Your right to take legal action.

Financial Services Compensation Scheme (FSCS)

Inter Partner Assistance is a member of the Financial Services Compensation Scheme (FSCS). The FSCS is a safety net for customers of financial services firms should they not be able to meet their liabilities and You may be entitled to claim compensation in such event. The level of compensation depends on the type of insurance and circumstances of the claim. Insurance advising and arranging is covered for 90% of the claim, without any upper limit.


Further information can be obtained from either AXA Assistance (UK) Limited, The Quadrangle, 106-118 Station Road, Redhill, Surrey, RH1 1PR or from the Financial Services Compensation Scheme: 10th Floor, Beaufort House, 15 St Botolph Street, London, EC3A 7QU or

Relevant Law

Your Policy is subject to English law and You and We agree to submit to the non-exclusive jurisdiction of the English courts.


Your Policy represents the entire agreement between You and Us.

General Conditions

We will only pay costs which are incurred as a direct consequence of the Covered Event which led to the claim You are making under this Policy up to the policy limit.


No costs for repairs are payable under this insurance, unless We have been notified by You or a person calling on Your behalf through the 24 Hour Emergency Helpline and have authorised an Authorised Contractor in advance to make a Temporary Repair or Permanent Repair.


Claims may not be made under this Policy for the first 14 days from the start date as shown in Your Policy Schedule.


You must quote Your Policy Number when calling for help. You must produce the relevant documentation including boiler service receipts on the demand of the Authorised Contractor or Our other nominated agent. If any loss, damage or expense covered under this insurance Policy is also covered by any other insurance or maintenance contract, We will not pay more than Our fair share of any claim.


This insurance does not cover normal day to day maintenance at Your Property. Nor does it pay for replacing items that wear out over a period of time or the replacement of parts on a like for like basis except where the replacement is necessary to resolve the Emergency.

You must co-operate with Us in obtaining reimbursement of any costs We incur under the terms of this Policy, which may have been caused by the action of a third party against whom You have a legal right of action.

Cancellation Rights

If You find that the cover provided under this Policy does not meet Your needs, please contact Us on 0845 4500623 within 14 days of receiving this document and We will cancel this PolicyYou will receive a full refund of Your Premium provided You have not made any claims.


If You cancel Your Policy outside of this 14 day period it will be cancelled immediately and no further premium payments will be charged to You.


We may cancel this Policy by giving You at least fourteen days written notice at Your last known address for the following reasons

  • If You fail to make payment of monthly premiums;
  • If You refuse to allow Us reasonable access to Your Property in order to provide the services You have requested under this Policy or if You fail to co-operate with Our Authorised Contractors or other agent;
  • If You otherwise fail to comply with the terms and conditions of this Policy and/or.
  • If the cost of providing this Policy becomes Us


We may cancel this Policy without giving You prior notice if, by law, We are prevented or otherwise impeded from providing it.


We may cancel this Policy without giving You prior notice and without refunding Your Premium if:

  • You make or try to make a fraudulent claim under Your Policy.
  • You are abusive or threatening towards Our staff.
  • You repeatedly or seriously break the terms of this Policy.


If Your Policy is cancelled, any valid claim that You have lodged prior to cancellation will be completed.


We reserve the right to review and adjust the Premium not less than 12 months after inception to reflect

a) changes in the provision of the cost of the service,

b) adverse conditions beyond Our control which impact the number and frequency of claims under this Home Emergency Policy,

c) changes in Law or Regulation increasing the cost of compliance or ability to deliver the service,

d) increases in Inflation.


We will give 30 business days notice of any Premium change.

Parts Availability

Availability of parts is an important part of the service. However, there may be times when replacement parts are delayed because of circumstances beyond Our control. In these cases We will not be able to avoid delays in repair, We will keep You informed throughout Your claim.


There also may be occasions where parts are no longer available. In these situations We will ensure Your Property is safe and if required, We will arrange for a manufacturer to provide You with a quotation for a suitable replacement item at Your cost.

Data Protection

Details of YouYour insurance cover under this Policy and claims will be held by Us for underwriting, processing, claims handling and fraud prevention subject to the provisions of the Data Protection Act 1998.


Under the Data Protection Act 1998 You are entitled on request to a copy of the information We hold about You, on payment of the relevant fee. Please let Us know if You think any information We hold about You is inaccurate, so that We can correct it. The information We hold about You is confidential. We will only ever disclose it to another party with Your consent, for the purposes of contacting You about other products or services, if the law requires Us to disclose it and/or to Our Authorised Contractors or other agents providing services to You.

Alternative Format

Please contact Us in writing or by phone (on 0800 028 3350) if You would like to receive these terms and conditions in an alternative format, for example on audio tape or in large print.

If you would like to download the policy Terms and Conditions then please click here