24/7 Emergency Home Assistance (EHA) Plans

Launch of Diamond Electric's 24/7 Emergency Home Assistance Plans

Diamond Electric has exclusively partnered with Allianz to provide Emergency Home Assistance (EHA) Plans to our new residential electricity customers! Diamond Electric’s residential customers now have a pathway to access emergency home repair and assistance services when unexpected situations arise.

24/7 Emergency Home Assistance Plans

STANDARD PLAN
Free with any new 12-month electricity plan sign up!

This is a 12-month EHA plan and comes with 2 emergency home visits.

ENHANCED PLAN
Upgrade at a promotional price with any new 12-month electricity plan sign up!

This is a 12-month EHA plan and comes with 4 emergency home visits.

*The selected Emergency Home Assistance Plan will start at the same time and run concurrently for the term of your Diamond Electric electricity supply plan.

The available 24/7 Emergency Home Services

PLUMBING SERVICES

Applicable for home repair of broken or leaking water pipes, choke-age of sinks, water pipes and toilet bowls, broken or leaking cistern and water taps or faucets.

ELECTRICAL SERVICES

Covers blackouts due to lightning or overloaded circuit at home, malfunction of the power supply or burnt fuse within the main circuit board.

LOCKSMITH SERVICES

Locked out of your residential premises or room? These incidents are covered in the plan. Includes broken key or when the key fails to open the lock.

PEST CONTROL SERVICES

Infestation of bees, wasps, hornets, rodents or termites at your residential premises? Help is here with this plan!

How to sign up to the Emergency Home Assistance Plans?

Step 1

Choose an electricity plan for your home and click on "Sign Up".

Step 2

Fill in the required fields in the Enrollment Page and upload the necessary supporting documents.

Step 3

Click "Submit" and you will see the "Redeem Now" button. Click on it and you will be directed to the "Add-Ons" page.

Step 4

Select the suitable EHA Plan for your home to redeem. You will receive an email notifying you of the redemption.

What do I do when I need an emergency home assistance?

Step 1

Call Diamond Electric’s 24 Hour Customer Service Hotline at
6-DIAMOND (6342 6663)

Step 2

Select Option 2 (Diamond Electric Home Emergency Assistance) after choosing your desired language

Step 3

Choose Option 2 (EHA Assist) to speak to an EHA Assist Officer who will help you

Description of the 24/7 Emergency Home Assistance Services

Service

Included Services

Excluded Services

1.     Locksmith Assistance

(a)    Subscriber is locked out of his / her Property.

(b)    Subscriber is locked out of his / her room within the Property.

(c)    Subscriber’s key is stuck.

(d)    Subscriber’s key fails to open the lock.

(a)  This service shall not extend to broken locks or locksets caused by force entry, actual theft or attempted theft.

(b)   This service shall not extend to Digital Locks.

(c)   Where the lock is damaged or unrepairable, this Service does not extend to the cost of materials required to replace the lock.

(d)  This Service does not extend to the cost of replacing the entire lock.

 

2.     Plumbing Assistance

 

(a)    Broken or leaking water pipes within the Subscriber’s Property.

(b)    Choked sinks, water pipes or toilet bowls within the Subscriber’s Property.

(c)    Broken or leaking cistern within the Subscriber’s Property

(d)    Broken or leaking water taps or faucets.

(a)    Leaking water heater/shower head or gas stove.

(b)    Water leaks that are not easily accessible e.g. hidden behind a wall or ceiling.

(c)    Leaks from any household appliances such as sinks, showers heads, baths where leakage only occurs when the appliance is in use or is due to cracked or broken units.

(d)  This Service does not extend to the cost of replacing any items that may not be repaired.

 

3.     Electrical Assistance

(a)    Blackouts due to lightning or an overloaded circuit within the Subscriber’s Property.

(b)    Malfunctioning of the power supply circuit within the Subscriber’s Property.

(c)    Burnt fuse within the Main Electric Circuit Board caused by an overloaded circuit within the Subscriber’s Property.

(e) Failure or malfunction of electrical appliances such as televisions, refrigerators, rice cookers, ovens, water heaters, etc.

(f)     Food spoilage caused by a spoilt refrigerator.

(g)  Wirings and/or circuitry that is not easily accessible e.g. hidden behind a wall or ceiling.

(h)   This Service does not extend to the cost of replacing of any items that cannot be repaired.

 

4.     Pest Control Services

(a)    Where the Subscriber’s Property is infested with bees, wasps, hornets, rodents, or termites.

(a)  This Service cannot be utilised within the first three (3) months of the Subscription Period.

(b)    This Service does not cover recurring termite infestation.

(c)    This Service cannot be utilised for issues relating to ants or cockroach infestation.

 

Powering Singaporean homes and businesses

Frequently Asked Questions

About Emergency Home Assistance Services & Plans

Diamond Electric has exclusively partnered with Allianz to develop the Emergency Home Assistance Services provided to Diamond Electric customers. These services offer 24 hours, 7 days a week assistance for home emergency assistance like plumbing, electrical, locksmith, and pest control. 

Currently the Emergency Home Assistance is only available to new sign ups to Diamond Electric residential electricity plans and is only available for residential premises.

Both EHA Standard Plan and EHA Enhanced Plan consist of the same services. The only difference is the number of emergency home visits by the qualified Service Providers in the 12 month plan duration. The EHA plans will start at the same time as the supply start date of your electricity plan and will run concurrently.

a) EHA Standard Plan comes with 2 emergency home visits in the 12 month plan duration. 
The EHA Standard Plan is provided free to new sign ups to Diamond Electric 12-month electricity plans. For Freedom (No Lock-In) – RES customers, they may choose to have the EHA Standard Plan for their homes at an attractive introductory price. 

b) EHA Enhanced Plan comes with 4 emergency home visits in the 12 month plan duration.
N
ew sign ups to Diamond Electric 12-month electricity plans may choose to upgrade their EHA Standard Plan to EHA Enhanced Plan at an attractive introductory price for additional emergency home visits. For Freedom (No Lock-In) – RES customers, they may choose to have the EHA Enhanced Plan at an introductory price.

After selecting the EHA Plan on the sign up (Add-On) page and completing the redemption, you will receive an email notification from us on the EHA Plan selected. The EHA Plan will start at the same time as your electricity supply start date. For any payment required (if applicable) for the EHA Plan, it will be reflected in the first electricity invoice from us. The EHA Plan details (and/or payment if applicable) will be reflected in the invoice.

Please note once the EHA Plan has been selected on the (Add-On) page and following the completion of the redemption, changes to the EHA Plan type will not be possible. 

Using Emergency Home Assistance Services

Contact Diamond Electric’s 24/7 Customer Service Hotline at 6-DIAMOND (6342 6663). Choose Option 2 (Diamond Electric Emergency Home Assistance) after selecting your desired language. Then choose Option 2 (EHA Assist) to speak to an EHA Assist Officer. Please note the EHA Assist Officer will verify your EHA Plan account by your registered premise address so anyone residing in the same premises may contact for emergency home assistance when required.

For information on signing up, billing and renewal of the EHA Plans, you may contact us at 6-DIAMOND (6342 6663) during office hours. Choose Option 2 (Diamond Electric Emergency Home Assistance) after selecting your desired language. Then choose Option 1 to speak to our Customer Care Officer.

There are no other fees or additional charges for the EHA services as indicated in the description of the services. In the event, additional work / repair / services are needed or requested by EHA Plan Subscribers that are outside of the description of the services, the fees / charges or terms are strictly between the EHA Plan Subscribers and the Service Providers.

Prior to your relocation to the new premises, please contact us at custcare@diamond-electric.com.sg at least 30 days in advance before you move out and inform us of the new address so we can proceed to switch the registered premise address to the new premises.

Please note the EHA Plan will continue the 12-month duration term starting from the start date of the first premise electricity supply start date

The general exclusions are:

1) Non-Residential premises
2) Premises used for commercial purposes
3) Premises under construction or renovation
4) Premises unoccupied for more than 90 consecutive days
5) General maintenance or preventive work

The EHA Plans do not cover any on-going issues with the premises. An on-going issue is defined as an issue that has persisted for more than 2 weeks prior to the start of the EHA Plan and/or an issue that is known to the EHA Plan Subscriber prior to moving into the new premises or an issue that was known to the EHA Plan Subscriber for more than 2 weeks prior to the registration date of the premises.

Please refer to the full terms and conditions of the EHA Standard Plan here or the EHA Enhanced Plan here.

Powering Singaporean homes and businesses

Diamond Energy Merchants Pte. Ltd. 

Electricity Retail licence no. EMA/RE/009
Company registration no. 201116636
All rights reserved 2019

1 CleanTech Loop, #02-08 CleanTech One, Singapore 637141
Tel 6342 6663 | Fax 6692 7741
Email: enquiries@diamond-electric.com.sg

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