Home emergency cover and central heating cover

The pages on this site are only directed at United Kingdom residents, and comply with appropriate UK legislation and regulation.

The information in this section relates to the following insurance products sold on this web site through Aviva; car, motorcycle, home, home appliance and travel

Details about data protection

How to access data we store about you

If you wish to make a subject access request under the Data Protection Act, relating to information held about you by the Aviva Group of companies please write to:-

Customer Relations Manager
Home Service
Freepost WV1849

Enclosing a cheque for £10 payable to Aviva to cover our administration costs. We may also require proof of identity.

Data protection act

In order to assess the terms of the insurance contract or administer claims which arise, both we and the Insurer may need to collect data which the Data Protection Act defines as sensitive (such as medical history or criminal convictions). By proceeding with this application you will signify your consent to such information being processed by us or our agents.

For the purposes of the Data Protection Act 1998 the Data Controllers in relation to any personal data you supply are Aviva Insurance Services UK Limited, Homeserve GB Ltd and Inter Partner Assistance ("the Insurer").

Information you supply may be used for the purposes of insurance administration by Aviva Insurance Services UK Limited, Homeserve GB Ltd, the Insurer, their associated companies and agents and by reinsurers. It may be disclosed to regulatory bodies for the purposes of monitoring and/or enforcing the insurer's compliance with any regulatory rules/codes.

Your information may also be used for offering renewal, research and statistical purposes and crime prevention. It may be transferred to any country, including countries outside the European Economic Area for any of these purposes and for systems administration - the data protection laws in these countries may not be as comprehensive as those in the UK.

In assessing any claims made, the Insurer or its agents may undertake checks against publicly available information (such as electoral roll, county court judgements, bankruptcy orders or repossessions). Information may also be shared with other insurers either directly or via those acting for the insurer (such as loss adjusters or investigators).

Technical information

Use of Cookies

We make limited use of "cookies" to monitor and analyse how parts of our site are used, but we do not use them to store personal information. Further details are set out in our Privacy Policy.

If you have a complaint

Complaints procedure

Our goal is to give excellent service to all of our customers but we recognise that things do go wrong occasionally. We take all complaints we receive seriously and aim to resolve all of our customers' problems promptly. To ensure that we provide the kind of service you expect we welcome your feedback. We will record and analyse your comments to make sure we continually improve the service we offer.

What should you do?

The steps you should take if you are dissatisfied:

  • Step 1
    If you have a question or complaint about this insurance, please contact us on 0845 300 3345.

  • Step 2
    If you are not satisfied with the way your question has been handled or you are not happy with the answer and want to complain, please write to:

    Customer relations manager
    Home Service
    Freepost WV1849
    WS2 7BR

    We will contact you within five working days of receiving your complaint to confirm receipt and provide you with contact details. We will try to sort out the problem and give you an answer within four weeks. If it will take us longer than four weeks we will advise you when you can expect an answer.

About our calls

Call taping

For our joint protection telephone calls may be recorded and/or monitored.

Important policy information

Right of cancellation

You have the right to cancel your policy during a period of 14 days after the day of purchase of the contract or the day on which you receive your policy documentation, whichever is later.

However at the start of your Policy (but not at renewal) we will extend this period to 28 days (Home Emergency Cover) or 30 days (Central Heating Cover) in view of the fact there is a restriction at the start of your policy as set out on page 10 of the policy wording.

If you wish to Cancel during this time you will be entitled to a full refund of the premium paid. However, for Central Heating Cover, if you have had an annual inspection of your boiler during this time you will be charged for this.

Copy policy documentation

A copy of all our policy documentation is available online and also on request by calling 0800 300 3345.

Disclosure of Material Information

Failure to disclose all material information or any subsequent change in the information advised (ie information likely to influence the assessment of the risk) could invalidate the insurance. If you are in doubt whether any information is material it should be disclosed.

Fraud prevention and detection

In order to prevent and detect fraud we may at any time share information about you with other organisations and public bodies.

Choice of law

The law of England and Wales will apply to any Aviva Contract of Insurance unless:

  • We agree otherwise; or
  • At the date of the contract you are a resident of Scotland in which case (in the absence of agreement to the contrary) Scottish law will apply.

Corporate details for Aviva

The Home Emergency policy is arranged by Aviva Insurance Services UK Limited. Registered in England No. 2180191. Registered Office : St Helen’s, 1 Undershaft, London EC3P 3DQ. Authorised and regulated by the Financial Conduct Authority, Firm Reference Number 309355.

For internet sales administered by/for telephone and postal sales arranged and administered by: HomeServe Membership Limited registered in England with Company No. 2770612 Registered office Cable Drive, Walsall, West Midlands WS2 7BN. Authorised and regulated by the Financial Conduct Authority, Financial Services Register Number 312518. Underwritten by Inter Partner Assistance SA (IPA) which is fully owned by the AXA Assistance Group. IPA is authorised by The National Bank of Belgium and is subject to limited regulation by the Financial Conduct Authority in the United Kingdom, Financial Services Register Number 202664. IPA’s registered UK address is The Quadrangle, 106 - 118 Station Road, Redhill, Surrey, RH1 1PR (registered company number FC008998).

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