Frequently Asked Questions

Before you buy

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  • You can get a quote online by telling us about your product here.

    Or, if your product isn’t listed, we can give you a quote over the phone. Just call us free on 0800 597 8600. Calls may be recorded and monitored for quality and training purposes.
  • Household products such as washing machines, televisions, and fridges can be protected if they’re less than eight years old.

    If your product is already protected, there’s no age limit on plan renewals.
  • For some plans, there’s a discount for paying by Direct Debit as we’re able to pass on savings. You’ll be told of any discounts when you get your quote.
  • If your product is still in guarantee you can extend your protection for 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 out of guarantee, or you’re protecting a boiler, you can get a 12-month protection plan and then renew it annually.

    In either case, there’s no product age limit on annual renewals.
  • Generally, we’d expect an engineer from our independent network to get to you within 3-5 working days. Our manufacturers' repair networks might take longer.
  • It depends on the complexity of your repair. While many can be completed on the first visit, others may require spare parts the engineer doesn’t have to hand. If the problem is intermittent, it can also be difficult to identify the cause. If you do have any problems with your repair, please let us know.

    If your home entertainment equipment has been taken away for repairs, it’ll either be returned or you’ll get an update within 5 working days. However, in exceptional circumstances, this may take longer.
  • No, you can request as many repairs as you need while your plan is valid.
  • If we decide your appliance is beyond repair, we could replace it with one of the same or similar specification.

    We’re proud to say we replaced 320,000 appliances in 2016.

    If we replace your appliance, you can choose to pay for professional installation and may need to pay any remaining plan charges. Please check your plan terms and conditions for more information.