Contact Us - Opening Hours
You can get in touch with us at the following times:
From within Australia:
Monday – Friday : 9.30am-5pm
24 Hour Emergency Assistance
+1800 144 499
Please see the specific terms and conditions that relate to your cover.
In summary, our Home Emergency product covers:
Your membership entitles you to up to 5 emergency call outs in a membership year.
Simply call us on 1800 144 499. Our assistance line is open 24/7/365. Please make sure you have your membership number to hand.
You are covered for the repair up to a value of $350. If the repair work is expected to be higher than this limit and customer service representative will discuss with you the most appropriate course of action to resolve the emergency.
All repair work is guaranteed for 12 months for both workmanship and all materials/spare parts used.
Yes, you cannot use a call out in the first 48 hours after you purchase the membership service.
You will receive up to $350 worth of cover for each of the 5 call-outs you’re entitled to. That means if the total cost of the repair is less than $350, you will have no out-of-pocket costs. If the total cost of the repair is more than $350, you will pay the difference.
Once the tradesperson arrives they will assess the cost of the job, should it exceed the $350 cover, the Mapfre Customer Representative will discuss further with you the best course of action to repair or make safe the emergency.
Mapfre Home Emergency Assistance is available 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 lock your keys in your home on Christmas Day, we’re here for you, wherever you live in Australia.
When you call our Home Emergency Assistance helpline on 1800 144 499 to report an emergency, our customer service representative will give you an estimated wait time on a tradesperson arriving at your home.
We aim to have a tradesperson to attend your home within an hour or two if not sooner.
Our qualified tradespeople aim to permanently fix on all our call-outs. If a tradesperson is unable to permanently fix the problem, they will make the necessary repairs to ensure your home is safe and secure. You will also receive advice and a quote for a permanent repair.
If an incident has occurred that isn't covered by your membership and it requires a type of tradie that we have on our network of Approved Contractors, we will put you in contact with one of them in your local area. You will have to pay them directly for any work you want done, and we will not provide any guarantee for this work.
Home Emergency Assistance Membership is available throughout the whole of Australia and is most suitable for homeowners and landlords.
Your property must be a detached property, duplex, unit, apartment or flat.
Properties that are not eligible include those that are used for retail, commercial or other business purposes, mobile homes, a sub-divided home or non-fixed dwelling such as a caravan, trailer or campervan.
Your membership cost is only a one of fee of $199 for 1 year cover from the date of purchase.
You can purchase online or by calling our Mapfre Sales Call Centre on 1300 727 457.
There are no additional fees or costs. We cover the cost of each emergency up to $350.
No, additional call outs are not available for purchase, however we will still send a tradie to fix your emergency and you will be required to pay the tradie directly for this emergency.
No, the maximum we will cover for a single call out is $350 towards the repair.
Unused call outs do not carry over to the next membership year.
If you need to amend any details you can do so by calling us on 1300 727 457 or you can e-mail us at email@example.com. Please include your membership number on all correspondence.
You cannot transfer your membership to another person unless it is a deceased estate. You can however change your membership property once per year, provided that the new property is eligible.
You have a 48 hour cooling off period during which you can cancel your membership and receive a full refund of membership fees paid. After the cooling off period has expired, no refund of membership fees will be made if you cancel your membership. Cancellations can be made by calling us on 1300 727 457.
Absolutely, there is no limit on the number of properties in which you can buy Mapfre Home Emergency Assistance for, however you can only list one property per membership.
You are covered for the repair up to a value of $350. You will be required to pay any excess over $350. In these events all parties will consult and agree to the best course of action before of any repair work is carried out.
For a copy of your Membership Terms & Conditions, please contact us on 1300 727 457 or e-mail us at firstname.lastname@example.org. If you have it, please include your membership number in your email as this will make it easier for us to locate your membership details.
Please see the specific terms and conditions that relate to your membership.
All our Approved Contractors carry the qualifications and accreditation and hold the appropriate state registrations to carry out the repair work specified in your membership.
At Mapfre we take pride in the quality of service we provide and provide 12 months guarantee on the work we undertake.
We undertake random onsite quality assurance checks of work carried out by our dedicated Network Manager. If you have any concerns regarding the service provided please advise our Customer Service Representative that you liaise throughout the emergency handling process.