Goodbye, boiler dramas

Annual boiler services include:

• A visual check of the boiler
• The boiler being fired up safely to identify any working faults
• A flue gas analysis efficiency test
• Opening up the boiler to inspect it, if needed
• Checking the flue and ventilation meet Gas Safety Regulations (Installation and Use)
• Checking and adjusting the system pressure
• Cleaning the boiler's condensate trap
• Visually checking and bleeding radiators, if needed
• Checking the hot water cylinder
• Cleaning of the boiler’s filter (if you ask us to)
• Confirmation in writing that the service has been carried out

For full details, read our terms and conditions.

You can start making claims after your first 30 days of cover.

Good news: we cover most domestic central heating boilers that are powered by mains gas. 

We don’t cover:

• Electric, liquid petroleum gas (LPG) boilers
• Solid fuel or oil fuelled boilers
• Back boilers, alternative, green, renewable energy or dual-purpose systems
• Central heating and/or controls specifically designed for piped or electric underfloor systems
• Electric central heating systems

Read more in our terms and conditions.

This all depends on exactly what type of plan you choose, so check your policy documents.

If you’ve chosen one of our plans without a £60 or £95 fixed excess charge, then you won’t pay any excess charges except in specific circumstances. 

For example, if you’re on our Complete plan without a £60 or £95 fixed excess charge, you will have to pay excess charges in the following circumstances: 

External drains callouts – £50 excess 

Taps and toilets callouts – £50 excess 

If you choose one of our policies with a fixed £60 or £95 excess, then you will be charged £60 or £95 for each callout. If the engineer has to make a second visit to fix the same problem (within 30 days of the first visit) you won’t have to pay the call-out charge again. There is no call-out charge for your annual boiler service.

We know there’s a lot of admin to think about when you move house. The good news is, it’s no hassle to take your boiler cover with you. Simply get in touch with us to let us know that you’ve moved, and we can help you set up a new contract. 

We’ll need to know:

• Your new address
• The date you moved in
• Some details about your new boiler

You could also choose to end your boiler cover with us when you move. There might be a charge for this.

There’s a 14-day “cool off” period, during which you can change your mind and cancel your policy at no charge. After that, you can cancel your boiler cover at any time, but there may be a cancellation fee to pay.

In emergencies, such as a water leak, we will aim to get an engineer out to you within two hours.

For all other problems, we’ll aim to get someone to you either:

• The same day you call, if you call before 9am
• Within 24 hours

Suspected gas leak? Please urgently call the National Gas Emergency Service: 0800 111 999

Our boiler services usually take place between March and October. When you sign up to one of our plans, we’ll be in touch to let you know which month you’re scheduled in for.

When your service is due, an engineer will be in contact to fix a date and time that suits you.

If you have a question about our boiler and heating cover, you can call 0330 102 8905 and speak to one of the team. Or take a look our feedback page for more options, including how to make a complaint.