Where can I find my plan number?
You'll find your plan or policy number on your documents. It's usually located on the right-hand side, as shown below. You may have received an email or SMS from us confirming your purchase which also contains your plan/policy number.
My plan number is not being recognised
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 is still not recognised, there are a few things you can try:
- Make sure the address you've provided matches exactly with the address on your plan/policy (including any spaces in your postcode).
- 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.
- If your plan or policy number starts with an ‘A’, try leaving it out.
How can I change my personal details?
You can change your contact details and address by logging into My Account and selecting “My Details”.
How do I find out how much I am paying for my plan?
What happens at the end of my plan?
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.
How do I cancel my plan?
Depending on your plan, you can cancel by messaging or calling us through our online form.
You can also chat with us about other options for your plan before you decide to cancel.
To use the form, select ‘Cancelling a plan’ under 'Talk to an expert' on our contact page.
Other ways to cancel
Your rights to cancel in the cooling off period
The ‘cooling off period’ is the 14 days from receipt of your documents or the plan start date, whichever is later. For some plans this period may be longer, so please refer to your plan documents.
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 any call outs and repairs (though these charges will not exceed the price of the plan). If your plan protects one appliance, and we replace it during the cooling off period, the plan will automatically end and you must pay the full plan fee. If your plan protects multiple appliances, it may not end when you receive a replacement. Please refer to your plan documents to learn more.
Your rights to cancel after the cooling off period
For your rights to cancel after the cooling off period, please refer to your plan documents.
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.
I cancelled my Direct Debit by accident. What should I do?
If you've cancelled your Direct Debit by accident, don't worry. You can reinstate your Direct Debit here.
I have some questions about my recently cancelled Direct Debit
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.