Help and advice

Frequently asked questions

Take a look at our most frequently asked questions below, or dig down further using our list of topics.

  • You'll find your plan or policy number on any letter we've sent you about your protection. It's usually located on the right-hand side, as shown below.


    Plan/policy number on letters

    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 you're still unable to create an account or import your plan/policy, there are a few things you can try:


    1. Make sure the address you've provided matches exactly with the address on your plan/policy (including any spaces in your postcode).
    2. 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.
    3. If your plan or policy number starts with an ‘A’, try leaving it out.
  • 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 request a repair from the Repair manager.


    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.

  • 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.

  • 

    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 protection plan. Your plan would then end, but don’t worry, we would refund all payments you made in the current plan period.