Where can I find my policy number?
You'll find your policy number on any letter we've sent you about your protection. It's usually located on the right-hand side.
If you bought your policy online, you'll have received an email from us confirming your purchase which also contains your policy number.
My policy number is not being recognised
Your 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 policy number you have entered matches your documentation, but you're still unable to import your policy, there are a few things you can try:
- Make sure the address you've provided matches exactly with the address on your 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 policy number starts with an ‘A’, try leaving it out.
Will my policy automatically renew?
Some policies paid for by Direct Debit will automatically renew (either each month or every year, depending on the policy). After the initial period of cover, we will contact you every 12 months to remind you of the benefits and cost of your protection.
For full details on what applies to your policy, please see your policy documents.
How do I request a repair?
You can request a repair from the Repair manager.
In most cases, we'll approve your repair immediately so you can quickly book an engineer for a day to suit you. And we usually take care of any costs directly with the repairer, so you won't even see a bill.
What happens if my product can’t be repaired?
If we decide your appliance is beyond repair, we'll replace it with one that has the same or similar specifications.
We’re proud to say that we replaced 500,000 appliances in 2017 alone.
If we replace your appliance, you may need to pay delivery and installation fees, plus any remaining policy payments. Please check your policy terms and conditions for more information.
Will my repair be approved?
We will endeavour to accept your repair request and get you back up and running as soon as possible.
While all repairs must be approved first, we’ll always deal with your request fairly. However, in rare cases we may, at our discretion, decline a repair that would otherwise fall within your policy. Your policy would then end, but don’t worry - we would refund all payments you made in the current policy period.
What is the latest COVID-19 update?
We’re continuing to provide thousands of repairs and replacements every day. The safety of our customers and engineers is important to us, so we're continuing to monitor the situation and taking the correct precautions by following the latest Government guidelines.
If you, or a member of your household have symptoms of COVID-19 or awaiting PCR test results, please book a repair when the recommended self-isolation period due to infection is over. For the most up to date advice for self-isolating please visit the NHS website.
Don’t forget, it’s quick and easy to book, track and manage your claim online in My Account.