Frequently Asked Questions

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Your policy will start on the date selected by you, however, no claims can be made within the first 14 days of the start date of the policy.
For a home emergency occurring after 14 days from the start date of the policy, please call our 24 hour assistance centre on 0333 320 1156.
A sudden, unexpected event at your home which requires immediate action to:
  • Prevent damage or avoid further damage to your home and/or
  • Render the home safe or secure and/or
  • Restore the main services to your home and/or
  • Alleviate any health risk to you.
Yes, providing that you let us know within 14 days of the start date of the policy, we will cancel your policy and issue you with a full refund. After this time, no refund will be available.
No, you must not contact your own contractor. Please telephone our 24 hour assistance centre as soon as possible on 0333 320 1156 and we will arrange for an approved contractor to visit your property or if it becomes necessary we will give you authority to claim alternative accommodation costs.
You can make up to 6 valid claims over the policy year.
No, you are unable to make a claim if your property has been empty for more than 30 days.
The policy covers private dwellings used for domestic purposes in Mainland Great Britain and Northern Ireland.
No, there is no excess to pay if you need to make a claim.
Please log into the Customer Lounge or call our Customer Services Department.
Brown or black rats, house or field mice and wasp or hornet nests.
  • Our approved contractor's call out charge.
  • Our approved contractor's necessary labour.
  • Parts and materials.
  • The cost of a single night's alternative accommodation where we have agreed that it is necessary because your home is unfit to stay in.
No, we will pay the contractor's costs up to the amount shown in your policy schedule, but you must obtain authorisation from us before agreeing to pay anything. However, you will need to pay for any costs for alternative accommodation and claim this back from us.
Please see page 5 of the policy wording for the full list of exclusions.
Yes, if you have chosen Gold or Platinum cover your boiler must be serviced on an annual basis and you will need proof that it has been serviced within 12 months prior to any claim. If you choose our Platinum policy it includes an annual gas central heating boiler service, carried out by our contractor.
If you have chosen Gold or Platinum cover and our contractor considers your boiler to be beyond economic repair, we will pay a contribution of up to £250 towards the cost of a replacement boiler.
Unfortunately, we cannot cover boilers that were manufactured 15 or more years prior to the start of the period of insurance.
No, 14 days after the start date of the policy and within 30 days, our contractor will contact you to arrange a time that is convenient for you to have your annual gas central heating boiler service.
Yes, if you have purchased Platinum cover and wish to defer your service, please let the contractor know when they telephone. They will arrange a future date to contact you but please note, the gas central heating boiler service must be completed during the period of insurance. You will also need proof that it has been serviced within 12 months prior to any claim.
This service is provided on startrescue.co.uk's behalf by agents appointed by the policy administrator, ARAG plc, who are authorised to administer the insurance on behalf of the insurer, AmTrust Europe Limited.
Please call our friendly Customer Services Department and we will be happy to answer any queries you may have about the policy.
Why Choose startrescue.co.uk
sr 90% of the time contact is made within 30 minutes
sr 8/10 repairs completed on first visit to the property
sr All repairs and fitted parts guaranteed for 12 months
sr 9.16 out of 10 - 2016 average monthly customer satisfaction score
sr First class service
sr Several major contractor networks used
sr 24/7 customer service support all year round
sr Annual cover from only £81.60
sr Exclusive access to our offers network
sr No excess or call out charges

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