The company that came to visit me was Arvo based in Poole. They came about 30 minutes after contacting me and did a thorough job of unblocking my toilet. There were several things wrong and it was goi... See more
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Great price! Cheaper than competitors. Obviously just bought the appliance cover, so not had to claim yet - that will be the proof. My only slight criticism is that I wasn't made aware of the Compu... See more
Company replied
The engineer was delayed and came later than expected, not an issue as working from home and I had been informed of this. Engineer very polite, professional, annd quick. Cleaned up the little mess whi... See more
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The engineer was very pleasant and polite, very respectful of property and left everything tidy. We were phoned late in the day to give us an approximate time for arrival which was 5.00pm. However,... See more
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Company details
- #217 of 228 best companies in Insurance agency
- #46 of 49 best companies in Boiler supplier
- #180 of 185 best companies in Insurance broker
- #92 of 96 best companies in Plumber
- #28 of 29 best companies in Repair Service
About HEA
Written by the company
Save 20% on home emergency cover and 10% on appliance cover today.
HEA helps keep your home running - whatever goes wrong. From boiler breakdowns and heating issues to plumbing, drainage and electrical faults, our home emergency cover is designed to get things sorted fast, without the unexpected costs.
We also cover over 30 of your everyday household appliances - from washing machines and ovens to vacuum cleaners, coffee machines and more. So whether it’s a sudden breakdown or accidental damage, you’re not left footing the bill.
Fast, reliable help when you need it most. That’s why thousands of UK homeowners trust HEA for affordable, hassle-free cover and real peace of mind.
Get a QuoteContact info
Arena Business Centre, Holyrood Close, BH17 7FJ, Poole, United Kingdom
- marketing@homeemergencyassist.com
- homeemergencyassist.com
4.0
Great
12k reviews
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Replied to 100% of negative reviews
Typically replies within 1 week
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Will not be renewing
Will not be renewing - would not recommend.
I've had the policy for over 3 years now however, a suprise £100 excess has appeared because my appliances are now over 6 years old. It's cheaper to just get the appliances replaced / repaired yourself than fork out £100s on a yearly policy + the excess!
Also want £35 to cancel my policy now - terrible company. I won't be renewing.
Claims process is painful, takes forever to get your appliances fixed when you desperately need them.
5 June 2026
Unprompted review
Reply from HEA
Good Morning,
Thank you for taking the time to leave your feedback. We're sorry to hear that you've decided not to renew your policy and that you were disappointed with your recent experience.
We would like to clarify that the excess applicable to appliance claims is based on the age of the appliance and is detailed within the policy terms and conditions. Renewal documents are issued each year and contain important information regarding cover, pricing, excesses, and any changes that may apply at renewal. For this reason, we always encourage customers to review their renewal documentation carefully before renewing their policy.
We also appreciate your comments regarding the cancellation fee. This charge is outlined within the policy terms and reflects the administration costs associated with cancelling a policy outside of the renewal period.
We are disappointed to hear that you found the claims process slow and inconvenient. We understand how important household appliances are and appreciate that delays can be frustrating when a repair is needed urgently. Your comments have been noted and will be shared with the relevant teams as part of our ongoing efforts to improve the service we provide.
Thank you for being a customer for over three years, and we wish you all the best for the future.
Kind Regards,
Customer Realtions.
Recommended repair was not delivered
Recommended repair was not delivered
.The engineer was very polite, tidy and efficient. He recommended that we ask the insurance company to arrange a replacement flue test cap. He emailed HEA to inform them.
However the company did not contact us and they were not available when I tried to phone them.
15 May 2026
Reply from HEA
Hi Peter,
Thank you for your feedback. We are sorry for the inconvenience and frustration caused by the lack of follow-up communication.
We are pleased to hear that you found our engineer polite, tidy, and efficient during the visit. During the boiler service, the engineer identified that the flue cap insulation was perishing and correctly noted this as remedial work requiring attention.
As this issue was identified during a routine service, it falls outside the scope of your policy cover. Any remedial works identified at the point of a service are excluded from the policy and would need to be arranged and paid for privately.
We apologize if this was not made clear at the time and for any difficulty you experienced when trying to contact the relevant party. We appreciate your feedback and will use it to improve our communication processes going forward.
Kind regards,
Nazeera.
Reply from HEA
Hi Melvin,
Thank you for your review! We're glad you found the selection process easy and enjoyed our "best apple with apples" quote. We appreciate your feedback and hope to see you again soon!
Kind regards,
Nazeera.
3 phone calls and provided purchase…
3 phone calls and provided purchase dates, not once told about compulsory excess for appliances over 6 years. 2 of 3 appliances over 6 years. Only found out when purchased and documents sent. Totally unacceptable as I asked questions re excesses prior
2 June 2026
Reply from HEA
Thank you for your feedback.
We are sorry to hear that your experience did not meet your expectations.
Having reviewed the calls, we agree that during one of your conversations with our team the mandatory £50 excess applicable to appliances over 6 years old was not fully explained when discussing excesses and charges. We understand how this could have caused confusion, particularly as you had specifically asked questions about additional costs before proceeding.
As part of the online application process, customers are required to confirm that they understand appliances over 6 years old are subject to a £50 compulsory excess, and this information is also included within the policy documentation issued after purchase. However, we appreciate that this does not change the fact that the information should have been clearly reinforced when you raised the question directly with our adviser.
We have shared your feedback with the relevant team to help improve our customer communications going forward. We understand that you have since cancelled the policy and apologise for the frustration this experience has caused.
Kind Regards,
Customer Relations.
Reply from HEA
Hi Elaine,
Thank you for your kind feedback! We're pleased to hear that our engineer was efficient, courteous, and helpful. Your appreciation means a lot to us, and we look forward to assisting you again in the future.
Kind regards,
Nazeera.
The engineer was very friendly and…
The engineer was very friendly and helpful and efficient
22 May 2026
Reply from HEA
Hi Peter,
Thank you for your wonderful feedback! We're delighted to hear that the engineer was friendly, helpful, and efficient during your experience. We appreciate your kind words and look forward to assisting you again whenever needed.
Kind regards,
Nazeera.
I've been with HEA a long time now
I've been with HEA a long time now, for both annual boiler servicing and central heating/ hot water checks and for additional household emergency cover, which over the years I have had cause to use a few times. [eg Honeywell heating controller unit, ice/ condensation on an outside PIR sensor, skirt split on washing machine door...] It's peace of mind to know an approved local technician can be at hand, rather than a random pick from the phone book.
1 May 2026
Unprompted review
Reply from HEA
Good Morning,
Thank you for your continued loyalty and for taking the time to share your experience. We're delighted to hear that our annual servicing, heating cover, and household emergency support have provided you with peace of mind over the years. It's especially rewarding to know that having access to trusted local technicians has made a real difference when unexpected issues have arisen. We truly appreciate your support and look forward to continuing to serve you for many years to come.
Kind regards,
Nazeera.
Good follow up to Servicing
22 May 2026
Reply from HEA
Hi Nick,
Thank you for your feedback! We're pleased to hear that you were happy with the follow-up after your service. Providing ongoing support and keeping our customers informed is important to us, and we appreciate your kind comments.
Kind regards,
Nazeera.
I was given a good offer and therefore…
I was given a good offer and therefore I had no hesitation to accept it. The adviser was very helpful.
20 May 2026
Reply from HEA
Hi Nadia,
Thank you for your wonderful feedback. We’re delighted to hear that you received a great offer and that our adviser was able to assist you so helpfully throughout the process. We truly appreciate your support and look forward to continuing to provide you with excellent service.
Kind regards,
Nazeera.
HEA "Fully Comp" service level not worth the paper
15th May 2026, the HEA engineer (from Plumbcare?) completed the service on our 4 year old boiler but told us that a small rubber tube needed replacement & that they would be in touch to arrange. After a few days I contacted HEA to ask when the replacement would arrive as a notice "Danger do not use" was stuck on the boiler front. HEA Customer Service told me that I would have to arrange the replacement myself as my FULLY COMP account did not cover the replacement. Later the same day, Plumbcare called to quote for the replacement (£138.50) which, according to my SAFE qualified neighbour who has 25 years of boiler installation & maintenance, is a 50p 8" length of standard tube. HEA told me one thing but Plumcare another. Hidden in the HEA small print was a sentence saying that a required part found on a service was up to the customer to fix. After reading that "get out" clause I would have expected to pay the £60 excess. Initial reaction was to cancel the HEA contract but after learning the cost, I decided to grit teeth & wait until contract is up for renewal. Warning - learn from my mistake. I am disgusted.
15 May 2026
Reply from HEA
Good Morning,
We are sorry to hear you were disappointed with your recent experience and appreciate you taking the time to leave feedback.
We would like to clarify that the annual boiler service provided alongside your policy is a non-insured service benefit and is separate from the insurance cover itself. During a boiler service, engineers may identify remedial or maintenance work required to ensure the appliance remains safe and compliant with current regulations.
As outlined within the policy terms, any remedial or maintenance issues identified during a boiler service are not covered under the insurance policy and would need to be resolved privately by the homeowner. This includes situations where parts are identified as requiring replacement following the service inspection.
We appreciate your frustration regarding the cost quoted and understand this was not the outcome you expected from your level of cover. However, the policy is designed to cover insured emergency breakdown events rather than maintenance or remedial works identified during servicing.
Thank you again for your feedback, which we will take on board internally.
Kind Regards,
Customer Relations.
I haven’t needed help recently but when…
I haven’t needed help recently but when I did someone was quickly out to see to the problem
The service was completed on time and with no problems
15 May 2026
Reply from HEA
Hi Kath,
Thank you for your positive feedback. We’re pleased to hear that when assistance was needed, our team responded quickly and resolved the issue efficiently. It’s also great to know that the service was completed on time and without any problems. We appreciate your support and look forward to continuing to provide you with excellent service.
Kind regards,
Nazeera.
Reply from HEA
Hi Ann,
We’re delighted to hear you received excellent and speedy service. We really appreciate your support and feedback!
Kind regards,
Nazeera.
Found a leak behind a new kitchen…
Found a leak behind a new kitchen cupboard on a Friday. It had caused the bottom of the dishwasher to flood with water. Within about an hour and half of phoning a plumber arrived. They identified the issue but it was behind a new kitchen cupboard so we agreed it would be better for the kitchen fitter who had fitted it to fix it as they would have to cut a hole. Because I then knew exactly where the leak was I could direct the kitchen fitter when they arrived shortly after and their plumber fixed it. My claim was dealt with promptly and I got a follow up phone call to check everything was ok. This is the first time I have ever made a claim and it was dealt with promptly. Thank you
11 May 2026
Reply from HEA
Hi Hazel,
We’re so pleased to hear your claim was handled promptly and that the leak was identified quickly, helping you get the issue resolved without delay. It’s great to know you felt supported throughout the process, especially with this being your first claim. We really appreciate your kind feedback and thank you for choosing us!
Kind regards,
Nazeera.
Quick and reliable great service 👍👍
11 May 2026
Reply from HEA
Hi Karen,
We’re glad you found our service quick and reliable. We really appreciate your support!
Kind regards,
Nazeera.
The company that came to visit me was…Arvo
The company that came to visit me was Arvo based in Poole. They came about 30 minutes after contacting me and did a thorough job of unblocking my toilet. There were several things wrong and it was going to be very expensive. I decided to let my maintenance company know out of courtesy and they actually sent their man to look at the problem and solved it.
11 May 2026
Reply from HEA
Hi Susan,
We’re pleased to hear the initial attendance was prompt and that the issue was assessed thoroughly. We’re also glad the situation was ultimately resolved for you.
We appreciate you taking the time to share your experience, and your comments will be fed back to the team.
Kind regards,
Nazeera.
This is a good company
This is a good company. They acted immediately and resolved the issue within the space of 90 minutes. Thank you.
11 May 2026
Reply from HEA
Hi Abimbola,
We’re delighted to hear the issue was resolved so quickly and efficiently. Your kind feedback is greatly appreciated — thank you for your support!
Kind regards,
Nazeera.
Slow to update but fix was fine
I had to chase up quite a bit re updates , although job itself was done well
11 May 2026
Reply from HEA
Hi Sophia,
Thank you for your feedback and for taking the time to leave a review. We’re pleased to hear the job was completed well, but sorry that you had to chase for updates during the process. We understand how important clear communication is and will share your comments with the team to help improve this. We appreciate your support and feedback.
Kind regards,
Nazeera.
Great service
11 May 2026
Reply from HEA
Hi Saddakat,
We’re glad you were happy with the great service and appreciate your support!
Kind regards,
Nazeera.
Broken Toilet Cistern
The plumber who attended my broken toilet cistern was friendly, polite and did a professional job
Overall I was very happy with the service I received
11 May 2026
Reply from HEA
Hi David,
We’re so pleased to hear you were happy with the service and that the plumber was friendly, polite, and professional throughout. We really appreciate your feedback!
Kind regards,
Nazeera.
Absolutely perfect
Absolutely perfect. Two days & my issue with my boiler was fixe. Thank you.
11 May 2026
Reply from HEA
Hi Raymond,
We’re delighted to hear your boiler issue was resolved so quickly. We really appreciate your kind feedback and support!
Kind regards,
Nazeera.
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