Frequently Asked Questions

Here you’ll find the answers to some common questions about Emergency Home Assistance from Worldcare. If your question isn’t here, call us on 1800 008 614 and we’ll be happy to answer your query.

  • What is Emergency Home Assistance?

    Emergency Home Assistance from Worldcare provides help with 10 common home emergencies. See ‘What types of events can I obtain assistance for?’ below for details.

    Call us for assistance any time of the day or night, wherever you live in Australia, and we’ll help arrange for a qualified tradesperson to assist, such as a plumber, electrician or locksmith. We’ll pay up to $300 towards the cost of each call-out you’re entitled to.

    You’re entitled to between 2 and 8 call-outs per year, depending which plan you choose.

    Compare our plans.

    We also provide a concierge service. This means once you’ve used all your included call-outs for the year, we can still help connect you with a trade provider from our national network to quote on attending any home emergencies or problems that pop up.

  • How do I get a Worldcare Emergency Home Assistance plan?

    There are two easy ways to purchase Worldcare Emergency Home Assistance.

    You can buy straight from our website here and follow the simple steps to learn about our plans and choose the one that best suits your needs and budget.

    Alternatively, you can call 1800 008 614 and speak to a member of our friendly sales team, who will explain our plans and your options.

  • How much does it cost?

    That depends which plan you choose.

    Whether you’re an owner occupier or landlord, you can select from our Lite plan for $123, Standard plan for $216 or Platinum plan for $298 per year.

    Read about what each plan type covers here.

  • Are there any additional costs like joining fees?

    No. Once you’ve paid your plan cost for the year, you’re covered. It’s that simple. There’s no need to pay an upfront joining fee.

  • When does my plan start and end?

    Your plan starts on the date you purchase Worldcare Emergency Home Assistance, and expires 12 months from that date.

    You can check your plan period on your Plan Certificate, which we’ll email you after purchase.

  • Do I need to wait before I can utilise the service?

    No. Your plan begins immediately when you purchase Worldcare Emergency Home Assistance.

    However, keep in mind that if an emergency event in your home is deemed to be ‘pre-existing’, you will not be able to use the service. Pre-existing means an event that arises from circumstances known to you prior to your plan start date.

  • What types of emergencies can I obtain assistance for?

    We provide assistance for 10 common home emergencies:

    • Locked out of the house
    • Blackout or power failure
    • Burst tap or showerhead
    • Damaged roof or guttering causing an internal leak
    • Burst pipe
    • Blocked toilet, drain or pipes
    • Broken or burst hot water system
    • Gas leak
    • Broken external door or window
    • Damaged heating or cooling system

    See more detailed information on what types of emergencies you can receive assistance for here.

  • Is there a limit on how many times I can receive payments for call-outs?

    Yes there is, and the limit depends on which plan you choose. Our Lite plan covers 2 call-outs per year, our Standard plan covers 4, and our Platinum plan covers 8.

    Once you’ve used all your included call-outs for the year, you can take advantage of our unlimited complimentary concierge service. This means once you’ve used all your included call-outs for the year, we can connect you with a trade provider to quote on assisting with any home emergencies or problems that pop up.

  • Can I buy additional call-outs?

    No. If you’ve used all your included call-outs for the year, you have two options.

    You can purchase a new plan right away, which will reset your included call-outs to 2, 4 or 8, depending on the plan you choose, subject to the standard terms and conditions including those around pre-existing events.

    Or you can take advantage of our unlimited complimentary concierge service (explained above) until your existing plan expires and you can renew and reset your call-out entitlements.

  • How long will it be until the tradesperson gets to my house?

    When you call our Emergency Home Assistance hotline on 1800 008 614 to report an incident, the customer service representative who answers your call will give you an estimated wait time on a tradesperson arriving at your home.

    We will endeavour to arrange for a tradesperson to attend your property as soon as possible.

  • How will the tradesperson attend to the problem in my home?

    Once the tradesperson has attended your home emergency, assessed the situation and provided you with your options, their recommendations and the relevant costs, you can decide on a plan of action with the tradesperson. You will receive up to $300 toward the total cost of the call-out from Worldcare.

  • Are all costs of the repair covered?

    You will receive up to $300 toward the cost of each call-out you’re entitled to. That means if the total cost of the repair is less than $300, you will have no out-of-pocket costs. If the total cost of the repair is more than $300, you will pay the difference.

    You’ll be given an estimate of the total cost when you call, and the tradesperson will give you an updated estimate once they’ve arrived at your home and assessed the problem.

    For any call-out, you can choose to use our free concierge service and pay for the full cost of the work yourself instead of using your $300 call-out contribution, thereby saving the $300 entitlement for a later call-out.

  • Can I combine two or more of my call-out entitlements and use them for a single call-out?

    No. The maximum amount we can contribute towards any one call-out is $300. For example, if you are on a Lite Plan, you cannot combine your 2 x $300 call-out entitlements into $600 towards a single call-out.

  • What if I have an emergency in the middle of the night, on a weekend or on a public holiday?

    Worldcare Emergency Home Assistance is on hand to help 24 hours a day, 7 days a week, 365 days a year. So whether you have a burst water pipe at 3am, or a gas leak on Christmas Day, we’re here for you.

  • I live in a regional, rural or remote area. Can I buy Emergency Home Assistance?

    Yes. Emergency Home Assistance from Worldcare is available wherever you live in Australia.

  • What if I’m a landlord, not an owner occupier?

    Worldcare provides Emergency Home Assistance options for both owner occupiers and landlords. So if you own a home and rent it out to a tenant, we have a plan that’s right for you. Learn more.

  • I’m a landlord and own several properties that I rent out. Can I buy Emergency Home Assistance for all of my properties?

    Absolutely. There is no limit on the number of properties you can arrange Worldcare Emergency Home Assistance for. However, there are some property types that are excluded e.g. non-residential properties, portable dwellings, properties under construction or renovation or properties unoccupied for more than 60 consecutive days. See our Terms and Conditions for more information.

  • Can I transfer my membership to someone else?

    Membership cannot be transferred or assigned to another person. It can however be transferred to another eligible property subject to our Terms and Conditions.

  • What if I move residential properties?

    If you move to a new address where you’re the owner occupier, simply call us on 1800 008 614 and let us know, and we’ll update your membership details.

    Even if you’re moving interstate, you can change your address while maintaining continuous Emergency Home Assistance membership, without having to switch providers.

    Unfortunately, the property address cannot be changed or transferred for landlord memberships.

  • Can I cancel my Emergency Home Assistance plan?

    Yes, you can cancel your plan at any time by contacting us on the phone or in writing via email or the post. However, we do not provide a refund for any unused portion of the plan.

  • Can I join Worldcare Emergency Home Assistance right now and get immediate help?

    Yes you can.

    However, keep in mind that if an emergency event in your home is deemed to be ‘pre-existing’, you will not be provided with any assistance. Pre-existing means an event that arises from circumstances known to you prior to your plan start date.

  • What if I’m unhappy with the quality of the service or repairs performed by the tradesperson?

    In providing Emergency Home Assistance services, Worldcare does not make a recommendation or provide any guarantee or warranty as to the quality of the work to be provided or as to the skills and qualifications of the tradesperson.

    If you’re unhappy with any aspect of the Emergency Home Assistance service or the work performed by a tradesperson in your home, please call us on 1800 008 614 to discuss.

Worldcare Travel Insurance: Worldcare and Allianz Global Assistance are trading names of AWP Australia Pty Ltd ABN 52 097 227 177 AFSL 245631 which issues and manages travel insurance as agent of Allianz Australia Insurance Limited ABN 15 000 122 850 AFSL 234708. Terms, conditions, limits and exclusions apply. We do not provide any advice on this insurance based on any consideration of your objectives, financial status or needs. Before making a decision please consider the Product Disclosure Statement. If you purchase a policy we receive a commission which is a percentage of your premium - ask us for more details before we provide you with any services on this product.

Worldcare Emergency Home Assistance: Terms, conditions, limits and exclusions apply. See Worldcare Emergency Home Assistance Terms & Conditions for details. Worldcare Emergency Home Assistance is provided by AWP Australia Pty Ltd ABN 52 097 227 177 trading as Allianz Global Assistance.