Unbelievably bad. I took out this insurance when I moved into a new area where I had no contacts with tradespeople. I went for the complete premium cover, thinking it would take the stress out of any household emergency that I might have. Nine months later, at around 7.30 on a Friday night, I saw water coming through the ceiling from the bathroom above. I switched off the main stop tap, leaving myself with no water, and called HEA. However they had no record of my cover and no way of checking (because it was out of hours). I had my policy number and the letter confirming cover right in front of me, but this wasn’t good enough. In desperation, I agreed to pay £165 for someone to come out, which they said would be refunded if they confirmed the next day that I did have cover. I waited up until about midnight but nobody turned up and a phone call confirmed that nobody would be coming that night. The next day, I waited a while and then called them. At this point, they agreed that I did have cover, but said it would take 7-10 days to refund my £165. A nice earner for HEA if they do this regularly, with interest rates at current levels. Then the bombshell – they couldn’t actually find me a plumber, and helpfully informed me that it was very difficult to find one at the weekend. I pointed out that this was literally the whole the point of their service, but to no avail. I was told they’d check if I was authorised to find my own plumber and invoice them for a call-out. This was presented as if they were doing me a favour. This was all starting to feel quite surreal. The point of HEA’s service was that I didn’t have to cancel my plans and spend my day ringing round desperately trying to find an emergency plumber, and yet that’s what I had to do. No doubt I’ll now go through a world of pain trying to get HEA to reimburse me for this. I did find a lovely local plumber and it would have been hugely less stressful to do this myself in the first place. The staff I spoke to at HEA's various inter-related companies were all polite and did their best, but there was nothing they could do to help me. Avoid if you want a company that actually delivers on its promises.