MARNER CARE · Emergency
The emergency process, step by step
A burst pipe, storm damage, a break-in, a power cut in high summer — emergencies do not keep office hours. Here is what happens in the first hours, who decides, and what it costs.
Step one
You reach a person, not a recording
We are reachable around the clock, every day of the year. An emergency line that plays a recording and calls back the next working day is not one — so a person answers who can place your property.
What counts as an emergency: anything that causes greater damage without immediate action — escaping water, fire, a break-in, a tree on the roof, cooling failure in the heat. A broken dishwasher is not one; that gets done at the next inspection.
Step two
Drive out, make safe, document
We drive out and establish what is actually going on. Immediate danger is dealt with first — with a burst pipe that means: mains water off before anybody makes phone calls. Then you receive photos and an assessment, usually within the hour.
This is how a burst pipe on a Sunday in February runs with us:
Burst pipe on a Sunday in February
- 21:40call from the neighbour
- 22:15on site, mains water off
- 22:30photos and assessment sent
- Monday 09:00plumber quote for approval
Included in the emergency cover, no surcharge
The repair itself only after your approval.
Step three
You decide — not us
Everything beyond making the property safe happens only after your approval. You receive the trade’s quote, with our coordination fee stated openly alongside it: 15 % of the net order value, capped at 450 € per order, free below 150 €. The trade invoice itself is passed on unchanged.
At night we drive out where there is immediate danger. For everything else we talk through on the phone what can wait until morning — instead of billing a call-out that improves nothing.
Afterwards
Insurance, authorities, report
After the emergency we handle the follow-up with the insurer, the Guardia Civil or the utility — in Spanish, so that you do not have to. Everything is documented with photos and appears in the next monthly report.
Emergency cover is included in every package, from 490 € per month. There is no surcharge for nights, weekends or public holidays.
Your house should not face the night without a number to call. Tell us where it is.
Enquire, no obligation