Addept Insurance targets improved customer experience with digital-first home emergency solutions
- Addept
- 7 days ago
- 2 min read
17 June 2026 - Addept Insurance Services (Addept Insurance) has today announced the addition of Home Emergency Rescue and Let Emergency Rescue, digital-first repair contractor solutions for home owners and landlords utilising online access and video conference tools to reduce delays and speed up delivery.
Addept has designed and developed Home Emergency Rescue and Let Emergency Rescue to focus on improving the customer experience by allowing customers to access to the product via an online application. All claims are triaged and where appropriate a video call with an engineer is arranged to assess the problem and attempt to fix the customer’s emergency without the need for onsite attendance. Where a remote fix is not possible, a fault can be diagnosed and arrangements will be made for an engineer to attend the property.
Richard Finan, managing director of Addept Insurance, said: “The home emergency market has historically performed poorly in terms of customer service ratings. This is in the main because of the providers' reliance on the call centre model and the challenges in contractor availability especially during surge events.
“By adopting a digital-first approach we can remove call centre volumes while increasing the service’s capacity to focus on contractor deployment and improving customer experience and control service costs.”
Addept Insurance has secured its first Home Emergency Rescue scheme with CETA Insurance, the leading digital niche personal lines broker. The scheme is part of the recent migration of ATEC Group’s legal expenses and ancillary insurance business portfolio to Addept Insurance from its previous provider.
The firm is focused on the continual development of Home Emergency Rescue with innovative solutions to address loss of Wi-Fi, EV charging station and alternative heat source issues being developed.
Addept Insurance’s Home Emergency Rescue and Let Emergency Rescue provide tailored solutions to meet specific customer needs with access to a specialist contractor for emergency repairs relating to failure of or damage to:
Plumbing and drainage
Internal electrical
Gas and water supply
Primary heating system breakdown
External window and doors locks
Pest infestation
Cover is also provided for the costs of emergency overnight accommodation and alternative heating, if necessary.
Customers have access to 24/7 claims reporting online portal and emergency helpline service.
Home Emergency Rescue and Let Emergency Rescue can be provided as an add-on or embedded solution.
Capacity is provided by Irwell Insurance Company (Irwell Insurance) a leading AM Best B++ (Good) rated specialist legal expenses and liability insurer.