24/7 Home Rescue Review

About 24/7 Home Rescue Appliance Insurance

Rather than tailoring your insurance policy to your particular needs with the price altering accordingly, 24/7 Home Rescue offers different set levels of care to choose.

24/7 Appliance Cover differs from other insurance providers slightly, in that you don’t explicitly state which appliances it is you’d like to insure. Instead, you choose a plan which covers your specific appliance type.

Packages

There is a basic plan available which covers a washing machine, tumble dryer or combined fridge freezer, or the standard plan covers these plus a gas/ceramic hob and a dishwasher.

The premium package covers seven different appliances – all the aforementioned plus separate fridges and freezers and electric ovens.

Their deluxe package will cover only American fridge freezers and Range Master cookers.

Domestic appliances include, but are not limited to, washing machines, tumble dryers, condenser dryers, dishwashers, refrigerators, television sets, fridge-freezers, and chest freezers.

Their boiler care comes in a Basic Package, Boiler Breakdown Standard Package, Boiler Breakdown Standard Package with Free Boiler Service, or Boiler Breakdown Deluxe Package.

Excess

There are excess payments to be paid before your claims can proceed. These are:

• £0, £45, £75 or £95 excess for boiler repairs, which you can choose before taking out your policy and will be detailed in your contract. The monthly price you pay will change appropriately depending on the amount you set.
• £75 for any boiler over the age of 11
• £75 for any appliance aged over five
• £75 for any fault which is assessed as having been pre-existing

What Do 24/7 Home Rescue Offer?

As part of their cover, you can expect the following as standard:

General Benefits:

• Nationwide coverage. Engineers available all throughout mainland UK.
• All makes covered. No limits on the amount of care your appliance can receive depending on manufacturer, or which appliances can be included.
• New and original parts. Replacement parts will always be unused and obtained from an official stockist.
• One-off repairs. Should an engineer conclude that your product cannot be repaired under the terms of your policy, you can still make a one-time payment to get it repaired. The costs are fixed dependent on the make of your boiler or appliance so that you won’t be left with a massive bill.

Boiler Cover:

• 24-hour callouts. Care for your boiler no matter when it gives up on you. They aim to reach you within four hours.
• 24-hour helpline. 365 days per week.
• No claims limit. As long as your boiler is not beyond economical repair, there is no limit on what fees the insurance will cover.
• Parts and Labour fees covered. These are all included in the above no claims limit, so you have no nasty surprises.
• Optional services/Carbon Monoxide test/Gas Safe check. With the two upper policies, you get an annual inspection included every 12-month period, between the 8th and 12th month (if you’d like it before this, you must bring forward payments to a total of £60). You will not pay an excess for these.
• Manufacturer repair. On the rare occasion that your boiler needs manufacturer attention, this can be arranged by 24/7. The full amount will be payable by you, however, but your claims won’t be affected.

Appliance Cover:

• Unlimited callouts. No caps on the number of times you can contact 24/7 to help.
• Unlimited claims per annum. If your application is successful, it won’t be invalidated if you have already claimed in the past 12-month period.

Is There Anything Not Covered?

Exclusions are very similar to those seen excluded by other suppliers, so no nasty surprises:

• Existing faults. Claims arising from circumstances you were aware of but did not declare. You will be charged £75 under these circumstances.
• Improvements needed to bring appliances up to current standards. Otherwise known as betterment, you may have to pay for necessary work to improve the appliance in line with any changes in the law etc.
• Boilers not serviced within the past 12 months. They must be examined at least once per year, in line with the manufacturer’s guidelines. Arrange this with a local engineer.
• Cosmetic damage. This includes scratches, dents and rust which affects the appearance of the appliance but not the function.
• Damage caused by further use. Appliances should always stop being used once signs of a breakdown show. You cannot claim for issues further aggravated by carrying on to use them.
• Third-party interference. This includes any problems which have arisen due to using unofficial parts or modifiers, as well as attempting to repair the appliance yourself but making the situation worse.
• Day-to-day maintenance. You must regularly maintain your appliance to high standards. If an issue arises due to not periodically descaling your central heating pipes/cleaning your oven/defrosting your freezer, you are responsible.
• Damage caused by loss or surge of power/electricity/gas. Such as a power cut or storm damage.
• Non-gas boilers. This includes oil boilers, electric boilers, and Elson tanks.
• Recommended work after service. If your boiler has been serviced and the engineer recommends you carry out some remedial action, this work cannot be claimed.
• Non-disclosure information. If you have provided inaccurate information or purposely misled 24/7 with age/model/cost information, they have a right to invalidate claims and cancel your policy immediately while retaining your previous payments.
• Replacement parts not sourced from a retailer approved by 24/7. If repair parts are not available or will take longer than 28 days to become available, the provider cannot carry out the repair. Nor will they obtain parts from a supplier not previously approved by them.
• Incidents which occur within the first 30 days of the plan. They can be fixed according to 24/7 referral, but you cannot claim for them and will be charged full price.

Am I Instantly Covered When I Take Out A Policy?

Cover starts on the policy commencement date, which is shown on your schedule. This is not necessarily the day you confirm everything online, so bear this in mind and double check your documents.

How to Claim with 24/7 Home Rescue

If you would like to claim with 24/7, you must first log your issue with the 24hr Claims Line at 0345 077 4177, choosing option 1 for Home Emergencies.

You can also report a claim or book a service at your 24/7 User Portal – https://clientportal.247homerescue.co.uk/. There is also a 24/7 app and Live Chat function available if you would like to talk to somebody about your problem first.

Any claim made within the 14-day cooling off period will be subject to a £95 excess. If it is found that the fault is due to an ongoing or intermittent problem with your appliance which you did not declare, your claim will be invalidated.

Contact 24/7 Home Rescue

For general enquiries you can call the helpline on 0345 3192 247 or get in touch via the web chat facility. Please check the official website for the most up-to-date opening hours.

For claims, the 24 hour contact number is 0345 0774 177.

If you would prefer to write, they can be contacted at:

• 24/7 Home Rescue, 3 Petre Court, Petre Road, Clayton-le-Moors, Lancashire, BB5 5HY

Complaints

24/7 have set themselves eight weeks to resolve any complaints which you may have, but problems are usually solved before this.

Complaints can be filed at https://complaints.247homerescue.co.uk/. A complaints handler will initially look after your request, but should you feel it needs to go beyond this then you can request a referral to the Mediation Department. Trained consultants will look at your issue afresh. Appointments are pre-made over the phone by the complaints department.

Cancelling Your 24/7 Insurance Policy

You are entitled to cancel your plan if you are still within the 14-day cooling off period. This is the 14 days after the official start date of your policy.

There is no cancellation fee during this period if you are on a pay-monthly direct debit plan, and fees will be refunded in full if you are paying annually but cancel at this time.

After the initial first 14 days, if you are paying monthly and have not made a claim or had a boiler service, there will be no cancellation charge. If you are paying annually and have not made a claim, you will be refunded on a pro-rata basis.

With either plan, if you cancel after you have made a claim, you will be charged a cancellation fee of £120 excluding VAT (currently £144).

Plans will automatically renew if 24/7 Home Rescue does not receive notification of your wish to cancel at the end of your policy date.

To cancel, call Customer Support on 0345 3192 247 and choose option 4. Lines are open between 10 am and 6.30 pm, Monday to Friday, and 10 am and 2 pm on a Saturday.

24/7 Discount and Coupon Codes

There may be voucher codes available online or from 24/7 at the time you take out your policy. Check first in case you could get a significant saving. They have regular offers such as 20% off if you talk to an advisor beforehand on the Live Chat service.

They also provide discounts if you are a member of the NHS, Armed Services or 65+. Take a look at the full list on their website first.