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.

  • 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

    Calls to 0333 numbers will cost you no more than 01 or 02 numbers from landlines and mobiles. If you get 'inclusive minutes' with your package, calls to 0333 numbers will be part of these.

  • 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.