How do I get a quote for a protection plan?
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.
Is my product too old to be protected?
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.
How long can I protect my product for?
If you have an appliance, you can get an insurance policy with continuous cover. If your appliance is in guarantee, the breakdown protection will start when the manufacturer’s guarantee ends. The policy will continue indefinitely, but we will contact you every year to remind you about your cover.
If you have a boiler, you can get a 12-month maintenance and support plan which will renew every year. Your boiler must be 15-years old or less at time of purchase. There’s no product age limit on annual renewals.
If you purchase an insurance policy or maintenance and support plan provided by us elsewhere, then how long it lasts may be different.
Is there a discount for different methods of payment?
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 I have a problem, how long will an engineer take to arrive?
We aim to get someone to you as soon as possible. Generally, we’d expect an engineer to visit within 3-5 working days, however this may be a little longer depending on your area or at specific times of year.
Due to disruptions caused by the pandemic, in some cases, our usual level of service has been impacted – although, we remain committed to delivering our service in these unprecedented times.
What do you consider a reasonable period for a repair?
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.
Why can't I protect my product online?
If your product isn’t listed online, please contact us and we’ll be happy to help.
Why doesn't my offer reference number work?
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.