Help and advice
Frequently asked questions
An update from us on Coronavirus (COVID-19)
We know you may be relying on your appliances more than usual. The safety of our customers and engineers is our top priority, so we’re continuing to follow Government guidance and take the correct precautions.
Take a look at our most frequently asked questions below, or dig down further using our list of topics.
In most cases, we'll approve your repair immediately so you can quickly book an engineer for a day to suit you. And we usually take care of any costs directly with the repairer, so you won't even see a bill.
We will endeavour to accept your repair request and get you back up and running as soon as possible.
While all repairs must be approved first, we’ll always deal with your request fairly. However, in rare cases we may, at our discretion, decline a repair that would otherwise fall within your plan. Your plan would then end, but don’t worry, we would refund all payments you made in the current plan period.
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 find your plan or policy number on any letter we've sent you about your cover. It's usually located on the right-hand side, as shown below.
If you bought your plan or policy online, you'll have received an email from us confirming your purchase which also contains your plan/policy number.
Your plan or policy number will always be in the following format: 2 or 3 characters (a combination of letters and numbers) followed by 7 numbers.
For example: B1C1234567
If the plan or policy number you have entered matches your documentation but is still not recognised, there are a few things you can try:
- Make sure the address you've provided matches exactly with the address on your plan/policy (including any spaces in your postcode).
- 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 or policy number starts with an ‘A’, try leaving it out.
If we decide your appliance is beyond repair, we'll replace it with one that has the same or similar specifications.
We’re proud to say that we replaced 500,000 appliances in 2017 alone.
If we replace your appliance, you may need to pay delivery and installation fees, plus any remaining plan payments. Please check your plan terms and conditions for more information.