Our answers to your questions

Need help? If you have a question about Saga Home Emergency, you may find the answer in the 'Our answers to your questions' section. We've made a list of all the questions that we are asked most often, and provided helpful answers as follows:
Call us 24 hours a day, 365 days a year on 0800 027 1342.

A home emergency is a sudden and unexpected event, which in the insurer's opinion requires immediate action to:

  • Prevent damage or further damage to your home; and/or
  • make your home safe or secure or habitable.
Complete failure refers to a total, sudden and unexpected failure to function of an appliance, where as partial failure is the incomplete failure of an appliance such as one light or plug socket not working.
For Home Emergency, Home and Heating Emergency and Complete Home and Heating Care you can make unlimited claims per policy year, up to a maximum value of £2,000 per claim for labour, parts, materials and VAT.
Like all insurance policies, you’re not covered for problems that you knew about before you bought this policy. Nor can we cover anything that happens before the 15th day from your policy start date.
If your boiler heats a tank of water, you have a conventional or condensing boiler. Condensing boilers can be more energy efficient as they extract additional heat from the flue gases. If you do not have a hot water tank, you have a combination boiler, which produces hot water on demand from the mains supply.
Call us on 0800 904 7509 or 0208 282 2901 to make any changes to your policy. Lines are open Monday to Friday 8.30am to 5.30pm, Saturday 9am to 1pm.
Yes, if you do not have cover already, you are able to add this to your policy when you renew or part way through your policy year. Call 0800 056 9051 to add Saga Home Emergency to your Saga Home Insurance policy.
The latest version of the Policy Booklet is available online. If you need an older version of the Policy Booklet call us on 0800 904 7509 or 0208 282 2901 and we will send you one in the post. Lines are open Monday to Friday 8.30am to 5.30pm, Saturday 9am to 1pm.
You're not covered for the areas of flats or maisonettes with shared facilities, so the following types of claims are not included:

  • Plumbing claims relating to sections of shared pipe
  • Drainage claims where a shared pipe is blocked
  • Claims for keys, locks and glazing in shared communal areas
  • Roofing and water supply pipes are not covered in flats or maisonettes.
When you take out or renew your policy and pay by credit card, you will have the option to opt in or out of payments by continuous authority. If you choose to opt in we will hold your details securely on file and automatically renew your policy. You will receive your acceptance details before the renewal date, but we will take the payment on the renewal date.
Our policies state that you need to pay the first £100 of any claim, apart from escape of water where you need to pay the first £200 of any claim.
You can transfer your cover to your new home as long as the property is eligible. Call us on 0800 904 7509  if you are unsure, but please note that we may have to charge you a £10 administration fee to amend your policy.