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AXA Plumbing, Drains and Electrical Insurance FAQs

What does Plumbing, Drains and Electrical Insurance cover me for?

We work with AXA, a leading provider of Home Emergency cover, to offer Plumbing, Drains and Electrical Insurance products to our customers. We offer you a choice of 4 cover levels, so you can chose the right protection for your needs:

  • Plumbing & Drains Emergency Insurance
  • Plumbing & Drains Comprehensive Insurance
  • Electrical Insurance
  • Plumbing, Drains & Electrical Emergency Insurance

 Further details are provided in our Terms & Conditions

Who are AXA and what can they do for me?

Wholly-owned by the AXA Group, AXA Assistance (UK) Ltd (“Axa Assistance”)  is among the world leaders in providing assistance services, and have been offering home emergency services for over 40 years. AXA Assistance respond to around 180k customers every year, utilising their UK-wide network of qualified electricians, plumbers and drainage professionals to take the hassle away and help give you peace of mind when you have an emergency.

I have a home emergency, what should I do?

Call us free on 0800 027 4645 (we’re open 24 hours, 7 days a week) and have your account number to hand.

One of our advisers will discuss your issue and can arrange for an authorised contractor to visit your home.  There’s an emergency repair limit of up to £1,000 per call out and up to 5 call-outs per year. Please refer to our Terms & Conditions for full details.

Will my insurance product cover me for all home emergencies?

There are various conditions and exclusions which limit the type and value of emergency repairs you can claim for. Please refer to our Terms & Conditions for full details.

Are there any exclusions on my policy?

Full details of what is excluded from your policy can be found in our Terms & Conditions, but some of the general exclusions include:

  • Damage that you were aware of before the start of the policy
  • Any damage that’s covered by other kinds of insurance
  • Repairs where there has been deliberate damage or misuse

How do I pay for my Plumbing, Drains and Electrical Insurance?

Your payments will be collected through monthly Direct Debit. Please refer to the Direct Debit Guarantee for further details.

I’ve applied for a Plumbing, Drains and Electrical Insurance product but I’ve changed my mind?

We want you to be completely happy with your decision to take Plumbing, Drains and Electrical Insurance with us and you have 14 days from the moment you receive your welcome pack to change your mind. Please let us know by calling us free on 0800 027 4645 (lines open Monday to Friday 8am - 8pm, Saturday 10am - 4pm) or by using the cancellation from here. Please refer to our Terms & Conditions for full details.

How do I renew my Plumbing, Drains and Electrical Insurance policy?

Before the end of your current policy we will write to you to let you know if there have been any changes to your policy and the amount you have to pay for the year ahead. Unless you tell us not to, we’ll automatically renew your policy so that you can continue to enjoy the benefits of your Plumbing, Drains and Electrical insurance.

If I move house can I take my Plumbing, Drains and Electrical Insurance to my new home?

Please let us know if you move. You can’t take your current Plumbing, Drains and Electrical Insurance with you,  but just call us and we can arrange to set up cover for your new home. Please call us free on 0800 027 4645 (lines open Monday to Friday 8am - 8pm, Saturday 10am - 4pm).

What happens if I need to make changes to my policy?

Please keep us informed of any changes to your contact details including telephone number, address or email. To tell us about any changes, just call us on 0800 027 4645 (lines open Monday to Friday 8am - 8pm, Saturday 10am - 4pm) or email web.sales@axa-assistance.co.uk

Can I apply for Plumbing, Drains and Electrical Insurance if my supplier for gas or electricity is not ScottishPower?

Yes, you don’t need to be a Scottish Power energy customer to apply for one of our Plumbing, Drains and Electrical Insurance products.  Find out more about our range of products here.

Am I eligible for this cover?

To be eligible for this cover, you must be over 18 and a UK resident. We do not cover you if you are a landlord renting your property, or a tenant.

Will I be charged a call-out fee?

No, we do not charge you a call-out fee. You can make 5 claims per year, and we will cover you up to the £1,000 (incl. VAT) claim limit for each emergency claim. Please refer to our Terms & Conditions for full details.

Is there a limit to my cover?

Yes - our policies will cover you for up to £1,000 (incl. VAT) per claim, with a limit of five claims per year. Please refer to our Terms & Conditions for full details.

Do I pay any excess on my cover?

We offer a choice of excess levels on our products. You can choose between having no excess, £50 or £99. So, for example, if you choose to have an excess of £50 on your policy and you needed an emergency repair, you would pay the first £50 of the repair cost and we would pay the rest. Please refer to our Terms & Conditions for full details.

How long does my policy last for?

Your policy will last 12 months and will automatically renew each year, unless you tell us not to. We’ll contact you before each renewal.

When will my cover start?

Your cover starts on the date your first Direct Debit payment is taken.

How do I cancel my cover?

If you change your mind and wish to cancel you cover then all you have to do is call us free on  0800 027 4645 (lines open Monday to Friday 8am - 8pm, Saturday 10am - 4pm)or use the cancellation form here and we’ll organise this for you.

How do I make a complaint?

We work with AXA Assistance to provide Plumbing, Drains and Electrical Insurance.  If you’re unhappy with the service you have been provided, AXA Assistance will deal with your complaint. They will always aim to get it right, first time, every time, however, if you’re not happy they will try to put it right straight away.  You can contact AXA Assistance by:

         Phone on 01737 815 913 (lines open Monday to Friday 8am -5pm )

         E-mailing at homeemergencycomplaints@axa-assistance.co.uk

        Or in writing at Customer Relations – Home Emergency Inter Partner Assistance SA, The Quadrangle, 106-118 Station Road, Redhill, Surrey RH1 1PR, UK

Updated by ScottishPower | 13 Feb 19

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