Frequently asked questions

Purchasing protection

  • 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 on 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.

  • 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.

  • 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.

  • 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.

  • 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 contact us

    Note: 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.

  • If your product isn’t listed online, please contact us and we’ll be happy to help.

  • There are a few reasons your number may not be working.

    Is the postcode different?

    You need to use the postcode as it’s written on your letter. If there’s a mistake on your postcode, use the code from your letter. You’ll then be able to edit your details online.

    Is the reference correct?

    You can usually find your reference number on the top right hand corner of your letter. The first two or three characters can be letters or numbers. The last seven are always numbers.

    Have you typed a number instead of a letter?

    The capital letter ‘O’ and the number ‘0’ (zero) can be easily mistaken for each other. The number ‘1’ can also be misread as the lowercase letter ‘l’.

    Is the space in your reference number causing a problem?

    Try entering your number with and without the space.

    Are you using the number from the same letter?

    The reference refers to a specific offer for a particular appliance. If you try to use the reference from another letter from us, it won't work.