Frequently asked questions

Plans and policies

  • 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 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 on 0333 000 4969 - 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

    0333 000 4966
  • 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.