Help and advice

Frequently asked questions

Take a look at our most frequently asked questions below, or dig down further using our list of topics.

  • 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.

  • 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:


    1. Make sure the address you've provided matches exactly with the address on your 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 policy number starts with an ‘A’, try leaving it out.
  • 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.

  • 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.

  • 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.

  • 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.