Frequently asked questions

AO Care policies

  • 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 copies of your policy documents by logging into My Account.

    If you haven't already registered for an account with us, please consider doing so. Having an account allows you to store all your policies in one place, book and track repairs, and change your personal details and marketing preferences online.

  • We're sorry you're thinking of leaving us. To cancel your policy, call us free on 0800 561 4496 - we’re here 24 hours a day, 7 days a week.

    Alternatively, you can download a cancellation form by logging into My Account to cancel your policy by post. If you haven't already registered for an account with us, creating one will enable you to manage your policies online.


    Your Rights to Cancel During the Cooling Off Period

    The ‘cooling off period’ is the fourteen (14) day period from receipt of your documentation or from the policy start date, whichever is later. (For some policies this period may be longer - please refer to the policy documentation for full details).

    If you change your mind during the cooling off period, you can cancel your policy 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 the call out and any repair (but the charges will not exceed the price of the policy). However, if we replace your appliance during the cooling off period, your policy will automatically end and you must pay the full policy fee.


    Your Rights to Cancel After the Cooling Off Period

    For your rights to cancel after the cooling off period, please refer to your policy documentation.

  • If you've cancelled your Direct Debit by accident, don't worry. You can reinstate your Direct Debit here.

  • We're sorry to hear that you cancelled your protection with us. If you'd like to reactivate your policy, you can reinstate your Direct Debit here.

    If you have any issues or questions regarding your policy or payment, do not hesitate to contact us on the number below. Your feedback helps us provide the best possible service to our customers.


    Give us a call free

    0800 561 4493
    Lines are open 24 hours a day, 7 days a week
  • You can change your personal details by logging into My Account.

    If you haven't already registered for an account with us, please consider doing so. Having an account allows you to store all your policies in one place, book and track repairs, and change your personal details and marketing preferences online.