Frequently asked questions

My plan and account

  • 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 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.

  • We're sorry you're thinking of leaving us. To cancel your plan, call us free on 0800 561 4496 - we’re here from 8am to 8pm, 7 days a week. Calls may be recorded and monitored for quality and training purposes.


    Alternatively, you can download a cancellation form by logging into My Account to cancel your plan by post. If you haven't already registered for an account with us, creating one will enable you to manage your plans online.



    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.

  • If you've cancelled your Direct Debit by accident, don't worry. You can reinstate your Direct Debit here.

  • We're sorry to hear that you cancelled your protection with us. If you'd like to reactivate your plan, you can reinstate your Direct Debit here.

    If you have any issues or questions regarding your plan or payment, do not hesitate to contact us on the number below. Your feedback helps us provide the best possible service to our customers.


    Give us a call free

    0800 561 4493

    Lines open Mon-Fri 8am-6pm, Sat-Sun 8:30am-2pm

  • When you create your account, you may have to import your plan by entering your plan number.


    This won't be possible for the following plans:


    1. Heating plans that aren’t marked as Silver, Silver+, Gold or Platinum.
    2. Plans that have two addresses assigned to them (e.g. if your correspondence address is different from the address your protected product is in).


    For all other plans, please try the following:


    1. Check the address on your account matches exactly with the address on your plan (including any spaces in your postcode).
    2. Check the format of your plan number. The first two or three characters can be letters or numbers, the last seven are always numbers.
    3. 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.
    4. If your plan number starts with an ‘A’, try leaving it out.
  • 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.

  • 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.