Home Emergency Cover

A 24-hour call-out service in case of a home emergency for Premier Account customers

About Home Emergency Cover

What is Home Emergency Cover?

Home Emergency Cover protects you against the costs and inconvenience of unexpected home emergencies. This includes cover for the big things like damage to your primary heating system, as well as smaller (but no less important) things like broken external windows. The provider will arrange for approved trades people to come to you and deal with your home emergencies.

Call or Go Online to register a Claim

If you’re a Premier account holder and you have a home emergency, you can call on: 0345 070 0524

Lines are open 24 hours a day, 7 days a week. Call if your home or health and safety are at risk in a home emergency, and the provider will send someone.

You can also make a claim online using Internet Banking or the Mobile Banking app. To do this, click on ‘Account Benefits’ under the ‘Benefits and Extras’ section and then select 'Home Emergency'.

    • Home Emergency Cover is only effective in an emergency, as defined by your policy.
    • Domestic appliances are not covered.
    • Cover will be provided if the property meets the following criteria - appears as your account address, is based in the UK and is owned and occupied as a private residence by you or your family.
    • Any second or holiday home must be in the UK, owned and occupied by you or your family and be lived in at the time of an emergency.
    • Emergencies outside your home are not covered.
    • If your home is unoccupied for more than 60 consecutive days, cover does not apply.
    • Call outs, parts, material and labour all covered up to £1000 (including VAT) per emergency.
    • If the boiler is beyond economic repair, cover for your primary heating system will cease until your boiler is replaced. We may contribute a maximum of £250 towards the costs of you replacing it with a new boiler.
  • Things that are typically covered (classed as an emergency):

    • Blockages or damage to drains and waste pipes that cause water leaks or blockages inside the home.
    • Your electrics tripping in your home so you’re continually resetting the fuse board to maintain the electrical supply.
    • A sudden and uncontainable leak from an internal water pipe.
    • A toilet that isn’t flushing or is blocked and there are no other accessible toilets in your home.
    • Boiler repairs where you have no heat and/or hot water.
    • Cracked or smashed window(s) making your home unsecure.
    • Normal day to day maintenance.
    • If you, or someone else, has tried to make a repair, but has only made matters worse, you won’t be covered for any extra costs you may face. Our advice is always to call the experts first.
    • Dripping taps, showers or leaks from pipes that are easily containable.
    • Dealing with temporarily frozen pipes.
    • Any ‘shared water’, ‘shared external drainage facilities’ or ‘shared roofs’ i.e. those not only serving your home.
    • Replacement of any radiator, sanitary ware including sinks, basins and shower trays (bath, shower).
    • Underfloor heating and its associated controls.
    • A blocked toilet if it is not the only toilet in the home.
    • A front door won’t unlock but it’s secure and you can get in to your home through another door.

Important legal information

Lloyds Bank plc. Registered office: 25 Gresham Street, London EC2V 7HN. Registered in England and Wales No. 2065. Lloyds Bank plc is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under registration number 119278.

We may monitor or record telephone calls to check out your instructions correctly and to help us improve the quality of our service. Calls from abroad are charged according to the telephone service provider’s published tariff. Not all Telephone Banking services are available 24 hours a day, 7 days a week. Please speak to an adviser for more information.