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Welcome to the Hometree Family
Thank you for choosing Hometree to be your home emergency cover provider.
We believe that customers should get better, more affordable home cover plans with no unfair price hikes and the best customer service possible.
As part of this, we have designed our terms and conditions to be as easy to read and as transparent as possible. This is the legal part of your agreement with us and the insurer, but we have tried to remove any confusing jargon and language from it so that it is easy to understand.
We want you to know exactly what you are paying for so please do spend a bit of time reading this as it will help you understand exactly what is included in the policy.
We have created our products by listening to customers and understanding their needs. This is an ongoing process and therefore we value hearing from as many of you as possible so we can shape our future products. If there is anything you don’t understand or have any other thoughts, please do reach out as we love hearing from our customers!
All insurance documents and all communication with you about this policy will be in English.
Demands & needs
Based on the questions we asked, you have decided this plan best suits your needs. You have selected a call out fee/excess which best meets your budget. Our product range has been designed to meet the needs of residential homeowners, both owner occupiers and Landlords who want to obtain protection in the event that their boiler, central heating system, plumbing, drains, or their electrical system breaks down or they have a problem with their home’s locks or suffer a pest infestation and require a professional engineer to fix the problem.
What’s included in our plans
The table on this page shows which areas of cover are included within each of our Plans. Please use the Plan names at the top of the table to find out what’s included in your cover. You can find full details of each area of cover within this document.
Our goal is to provide fast and expert assistance. We will arrange for one of our approved contractors from our list of authorised tradespeople across the country to come and take necessary actions to stabilise the situation and address the emergency.
| Your Boiler | Your Heating | Your Home | Your Home Plus | Beyond the Boiler | Plumbing & Drains Only | Plumbing, Drains & Electrics | |
|---|---|---|---|---|---|---|---|
| Annual Boiler Service | √ | √ | √ | √ | Optional | ||
| Gas Boiler, Flue & Controls | √ | √ | √ | √ | |||
| Gas Supply Pipe | √ | √ | √ | √ | |||
| Wider Central Heating | √ | √ | √ | √ | |||
| Plumbing | √ | √ | √ | √ | √ | ||
| Drains | √ | √ | √ | √ | √ | ||
| Home Electrics | √ | √ | √ | √ | |||
| Taps | √ | √ | √ | ||||
| Home Security | √ | √ | |||||
| Pest Control | √ | √ |
Definitions
A list of important definitions we use in these terms and conditions.
What is included in your policy
Your inclusions will depend on the plan you have. Please refer to the table at the start of this document to see which inclusions apply to you.
What we are not able to cover
This section lists our ‘general exclusions’. They are important to understand because we cannot cover certain things.
Safety and Security
This section explains the procedures we take to look after the safety and security of our customers and engineers.
Legal Information
Details around our underwriter, our fraud policies, the FSCS compensation scheme, how we use personal data, applicable law and other legal information.
1 Definitions
| Agreement | All the documents that give you information about your policy. This includes the welcome letter, and these terms and conditions. |
|---|---|
| Beyond Economic Repair (BER) | When according to the expert judgement of our claims team the cost of repair is more than the value of the boiler. |
| Claims team | The Hometree team responsible for organising claims. |
| Callout fee | This is your policy excess, it’s the amount you will be required to pay towards each claim you make under this policy. |
| Home | A building designed for residential use that you own and either live in or rent out for someone else to live in, including any attached garage or conservatory. |
| Insurer | Novus Underwriting Limited on behalf of Collinson Insurance. |
| Residential use | A building where fewer than half of the rooms are used for any type of commercial purposes. We can only cover it if the total output of all boilers combined is less than 70kW. |
| Start date | The day your contract comes into effect. This date is confirmed in your welcome letter. |
| System | A particular area of the home that we have agreed to protect, depending on the cover level selected. These are the boiler and controls, central heating, plumbing and drains and home electrics. |
| We/Us/Our | Hometree Services Limited is the plan administrator and provider of the Annual Service Visit. |
| Welcome letter | The email or letter which forms part of the policy containing your name, home address, level of cover provided, any addons and any callout that may apply. |
| You/Your | The person listed as the policy holder. |
2 WHAT IS INCLUDED IN YOUR POLICY
Here, we outline the key items that are covered in your policy as well as important payment information.
What is covered
We will send an engineer to repair any breakdowns related to the below and pay for the callout, parts and all labour involved.
Boiler
Repairs to a single natural gas boiler in your home. If your boiler is under seven years old and we declare that it is Beyond Economic Repair, we will provide and fit a replacement boiler of a similar make and model. It might not be the same make or model or fitted in the same place.
Gas Supply Pipe
Repairs to the gas supply pipe – the pipe that connects your gas meter to your gas appliances. We will arrange a replacement gas supply pipe if our heating engineer advises that we are unable to repair.
Wider Central Heating
Repairs to: • Expansion tank, radiators, towel rail radiators (both straight and curved), bypass and radiator valves. • Hot water cylinders and any immersion heater and its wired in timer switch. • The pipes that connect the central heating system, for example, the pipes that connect to your radiators or cylinders.
What is not covered
• Any claim in the first 14 days after you buy the policy. • Pre-existing faults • Showers and their parts, and pumps. • Repairs or replacing: sanitary ware – which is ceramic such as sinks, lavatories or toilet bowls. • Garden items like fountains, ponds or water features, garden irrigation systems.