Frequently Asked Questions

My plan and account

Can’t find what you’re looking for? Contact us
  • When you create your account, you may have to import your plan by entering your plan number.

    For some plans, this won’t be possible:
    • Heating plans that aren’t marked as Silver, Silver+, Gold or Platinum aren’t compatible with online management.
    • It also won’t be possible to import a plan if it has two addresses assigned to it (e.g. if your correspondence address is different from the address your protected product is in).

    For all other plans, try these solutions:
    • Check the address on your account matches exactly with the address on your plan (including any spaces in your postcode).
    • Check the format of your plan number. The first two or three characters can be letters or numbers, the last seven are always numbers.
    • Check the letters and numbers are correct – the numbers 0, 1, and 5 can be mistaken for the letters O, l (lowercase L), I (capital i), and S.
    • If your plan number starts with an ‘A’, try leaving it out.
  • You can change your personal details by logging into My Account.

    If you haven't already registered for an account with us, please consider doing so. Having an account allows you to store all your plans in one place, easily edit and renew your protection, change your personal details online, and hear about special offers as and when they happen.
  • You can order copies of your plan documents by logging into My Account.

    If you haven't already registered for an account with us, please consider doing so. Having an account allows you to store all your plans in one place, easily edit and renew your protection, change your personal details online, and hear about special offers as and when they happen.
  • If you pay by Direct Debit, it’s likely your plan will automatically renew. We’ll write to you before this happens.

    For full details on renewals, please see your plan documents.
  • 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.
  • We're sorry you're thinking of leaving us. You can cancel your plan over the phone by calling us on 0800 561 4496. Calls may be recorded and monitored for quality and training purposes.

    You can also cancel your plan through the post by downloading and completing a cancellation form.

    Your Rights to Cancel During the Cooling Off Period:

    The ‘cooling off period’ is the fourteen (14) day period from receipt of your documentation or from the plan start date, whichever is later. (For some plans this period may be longer please refer to the plan documentation for full details).

    If you change your mind during the cooling off period, you can cancel your plan and we’ll refund any fee paid. However, you must pay us for any costs incurred by us in providing you with the service, such as the cost of the call out and any repair (but the charges will not exceed the price of the plan). However, if we replace your appliance during the cooling off period, your plan will automatically end and you must pay the full plan fee.

    Your Rights to Cancel After the Cooling Off Period:

    For your rights to cancel after the cooling off period, please refer to your plan documentation.