Frequently asked questions
Q: What is an emergency?
Q: Will the repair be permanent?
Q: What is not covered?
Q: Am I eligible for this cover?
Q: What are my policy limits?
Q: How do I claim?
Q: When does cover start?
Q: How can I pay?
Q: Who provides Plumbing & Drainage Emergency Insurance?
What is an emergency?
We define an emergency as an incident which immediately exposes you to health risks, creates an immediate risk of loss or of damage to your property or the contents or any incidents that immediately render your property uninhabitable. Plumbing emergencies are actions which may cause uncontrollable gushing of water or sewage such as: • frozen water pipes• burst joints • fittings coming off walls.
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Will the repair be permanent?
You are covered for the provision of temporary repairs required to eliminate the emergency. However in some instances, a permanent repair would be effected if the
costs involved would be equal to the cost of a temporary repair and all permanent repairs are guaranteed.
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What is not covered?
Print our full terms and conditions document for a full list of exclusions which include: • breakdown of central heating • loss or damage to any contents of the property • routine servicing or maintenance • normal wear and tear • existing problems • any consequential loss or costs associated with the loss of use of the property • faults occurring outside the boundary of the property • call out charges when there is no emergency • repairs which are not carried out by our authorised contractors.
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Am I eligible for this cover?
To be eligible to purchase this policy, you must be the homeowner and the property must be located within the mainland UK, Isle of Man or Isle of Wight and used only for domestic purposes.
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What are my policy limits?
There is a maximum liability of £10,000 including VAT and two claims per internal, external and underground water supply pipe incident, during the 12 month Policy Term.
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How do I claim?
In an emergency, simply call our helpline on 0870 060 1591. Lines open 24 hours a day, 365 days a year.
There is no paperwork and we pay the tradesmen directly, up to your cover limits.
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When does cover start?
Your cover will start 14 days after receipt of your application and remittance. The start date will be shown clearly on your Policy Schedule.
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How can I pay?
If you wish to take advantage of our low monthly payments, you can buy now online or you can call us on
0800 294 7300 to set up a Direct Debit. Alternatively, you can pay the annual charge by credit card.
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Who provides Plumbing & Drainage Emergency Insurance?
Plumbing & Drainage Emergency Insurance is administered by TWG Services Limited, Integra House, Floor 2, Vicarage Road, Egham, Surrey, TW20 9JZ, registered number 1883565.
The insurance is underwritten by London General Insurance Company Limited,Integra House, Floor 2, Vicarage Road, Egham, Surrey, TW20 9JZ, registered number 1865673.
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