FAQs

Feel free to email us if you can't find the answer to your question.

  • How do you guarantee that your tradespeople are of the best quality?
    We insist on a stringent vetting process for all contractors; we retain copies of their qualifications and accreditation by industry regulators; we insist that they sign and agree to our Service Charter; we also input ratings from customer feedback into our software, and so you can be sure that we only send you the best.
  • How do I know if my emergency is covered by my policy?
    At the first instance, it’s best to check your policy document before ringing the helpline. The Key Facts you received will give you a concise account of situations which are covered, and any which might be excluded.
  • What if I’m not covered?
    If you find that you’re not covered, we do offer the services of our contractors to our customers on a one-off basis. This will only cost you their standard rates, and could save you the time of trying to find a suitable tradesman yourself.
  • What if I need to reschedule?
    If the immediate dispatch of a contractor isn’t suitable, we can schedule an appointment for them to attend at a convenient time.
  • Will you send someone out at any time?
    Yes – we operate a 24 hour, 365 day emergency helpline so that we can respond whenever you might need us.
  • How quickly can you get a contractor to me?
    Simply put, we aim for our tradesman to arrive at your residence as soon as possible. Our system will pinpoint your location and so we can dispatch the best person for the job, based on proximity and journey time.
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