Assistance service

What assistance covers and what counts as a repair

Typical cases include a door that has slammed shut, a burst supply hose or a heating failure that seriously disrupts daily life. The assistance service first assesses the situation and then arranges help according to the scope of the service. Sometimes it pays for labour and materials up to an agreed limit; other times it simply sends a professional and you pay the bill.

Distinguish between dealing with the emergency and the final repair. Stopping a water leak doesn't necessarily include new flooring, drying out or a new kitchen. Any such costs are handled as a separate insurance claim.

Check the terms before booking

Have your address, policy number and a brief description of the problem ready. Ask who books the tradesperson, what the call-out limit is and what you would have to pay extra. If you want to use your own contractor, check beforehand whether you need the assistance centre's approval. A receipt alone doesn't guarantee reimbursement.

To give you an idea: a locksmith lets you back into the flat after the door slams shut. A request for a new security lock of a different class may already go beyond the necessary emergency work. Get the scope of work confirmed before any replacement begins.

When to call the emergency line directly

In the event of a fire, danger to people or a suspected explosion, put safety first and call 112 or 150 from a safe place. An assistance service is no substitute for the fire brigade or the gas emergency service. Photos and insurance paperwork can wait until afterwards.