Frequently asked questions

Repairs

  • 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.

  • No, you can request as many repairs as you need as long as your poilcy is active.

  • Unfortunately, on occasion, we are unable to book certain repair requests online. This may be because we do not have full visibility of the service supplier's calendar, and contacting them directly is the best way for you to book a suitable repair slot.

    It could also be that the fault you have reported is not covered in the terms and conditions of your policy. Please check your policy documents to see if this is the case.

    You can find out why your repair couldn't be booked online by calling us free on 0800 561 4493.

    Lines are open 24 hours a day, 7 days a week

  • Unless otherwise stated, your policy does not have a limit on repairs.

    Please refer your policy documents to check the full terms of your protection.

  • 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.

  • If the repairer hasn’t told you what the next steps are, it’s likely they’re either ordering spare parts or confirming the appliance is beyond repair.

    You should hear from them or us within 48 hours. But if you still haven’t had an update, please call us on 0800 561 4493.

  • Only if we advise you to. The work of our engineers is monitored and guaranteed, and we ensure they carry public liability insurance. That’s why we prefer all repairs to be carried out by our approved engineers.