Frequently Asked Questions

Protection Plans

We've tried to answer as many questions as we can, but if you can't find the answer you were looking for, please call us free on 0800 561 4493. Calls may be recorded and monitored for quality and training purposes.
  • A protection plan gives you protection against the cost of breakdowns after your manufacturer's guarantee ends.

    If your product is damaged by accident during the manufacturer's guarantee period, your Domestic & General Protection Plan could pay for a repair. However, the exact terms and conditions of protection vary according to when you take the plan out and the product you’re protecting.
  • You can get a quote online by filling in your appliance details here.

    You can also get a quote over the telephone by calling us on 0800 597 8600*.

    *Calls may be recorded and monitored for quality and training purposes.
  • We have tried to include as many appliances as possible. If you are unable to find your appliance, we may still be able to help. Just click on the 'other' icon on the product selection page for more information on protecting your appliance, or call us on 0800 597 8600*.

    *Calls may be recorded and monitored for quality and training purposes.
  • No, you can request as many repairs as you need, providing your plan is valid.
  • Household products, such as washing machines, televisions and fridges, can be protected at any time from purchase up until they’re eight years old. Once you’ve taken out a plan on a product, there is no age limit on renewals.
  • You’ll be offered an annual renewal when your plan expires and will have the opportunity to renew every year as there is no product age limit on renewals.
  • Our nationwide network of engineers is monitored and guaranteed, and we ensure that they carry public liability insurance. By using our own regulated network we can also keep fees to a minimum without compromising on customer service. That’s why we prefer all repairs to be carried out by our approved engineers, unless we advise you otherwise.
  • Most plans do not have set limits on repairs (except for our heating plans, which come with an annual limit for all repairs of £750 or £1,500, depending on the level of protection). However, every plan does have an authority limit. If a repair is estimated to cost more than this limit, the engineer must call our repair authority line to obtain authorisation before going ahead with the work. This limit will be shown on your plan document.
  • It depends upon the complexity of the repair. While some repairs can be completed on the first visit, others may be held up by spare parts delays due to supply chain or by the difficulty in spotting an intermittent fault. If you do encounter any problems with your repair, or in dealing with our engineer, please let us know.

    Engineers of home entertainment equipment will either return the product (if it has been taken away for tests) or update customers of the repair process within 5 working days. However, in exceptional circumstances, this may take longer.
  • Generally, we’d expect that an engineer from our own independent network would call out within 3-5 working days. Our manufacturers' repair networks may take longer, but we pride all our networks on their efficient operating service standards.
  • If your product is still within its manufacturer's guarantee period, you can extend your protection to a total of up to 5 years, including the manufacturer's guarantee. The exact period of protection depends on the manufacturer and the product. If your product is outside the manufacturer's guarantee you can take out protection for 12 months with the option to renew annually. In either case, there is no product age limit on annual renewals after the initial period expires.
  • 1. Call our helpline on 0800 597 8600* and our friendly customer service advisors will be happy to help you. When you call, please have your plan number and a pen available.

    2. For approved repairs, the advisor will give you a contact number for an authorised, approved repairer in your area and a referral number.

    3. Call the authorised repairer, quoting your referral number and arrange for them to come to repair your appliance. Domestic & General usually take care of any costs directly with the repairer, so you won't even see a bill.

    *Calls may be recorded and monitored for quality and training purposes.