Question 1

Where can I find my plan number?

Accepted Answer

You'll find your plan or policy number on your documents. It's usually located on the right-hand side, as shown below. You may have received an email or SMS from us confirming your purchase which also contains your plan/policy number.

If you don’t have these to hand you can view/download your policy documents online in My Account. If you do not have an account, you can create one here.

Question 2

My plan number is not being recognised

Accepted Answer

Your plan or 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 plan or policy number you have entered matches your documentation but is still not recognised, there are a few things you can try:

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

Question 3

How can I get copies of my plan documents?

Accepted Answer

You can view/download your latest plan or policy documents by logging into My Account and selecting your plan or policy. If you don't have an account, you can create one here.

Question 4

How can I change my personal details?

Accepted Answer

You can change your contact details and address by logging into My Account and selecting “My Details”.

Question 5

How do I find out how much I am paying for my plan?

Accepted Answer

The cost of your plan or policy is located on your plan/ policy documents. If you pay by Direct Debit you will also find your direct debit instruction on your plan or policy documents.

You can view your documents by logging into My Account. If you don't have an account, you can create one here.

Question 6

How do I know what is covered under my plan?

Accepted Answer

You can find key details about your plan or policy in your documents. You can view/download your plan or policy documents by logging into My Account and selecting your plan. If you don't have an account, you can create one here.

Question 7

What happens at the end of my plan?

Accepted Answer

You’ll be offered an annual renewal when your plan expires and will have the opportunity to renew every year as there is no product age limit on renewals.

Question 8

How do I cancel my plan?

Accepted Answer

Depending on your plan, you can cancel by messaging or calling us through our online form.

You can also chat with us about other options for your plan before you decide to cancel.

To use the form, select ‘Cancelling a plan’ under 'Talk to an expert' on our contact page.

Other ways to cancel

By phone: call us on 0333 000 9780.
By post: send us a cancellation form.

Your rights to cancel in the cooling off period

The ‘cooling off period’ is the 14 days from receipt of your documents or the plan start date, whichever is later. For some plans this period may be longer, so please refer to your plan documents.

If you change your mind during the cooling off period, you can cancel your plan 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 any call outs and repairs (though these charges will not exceed the price of the plan). If your plan protects one appliance, and we replace it during the cooling off period, the plan will automatically end and you must pay the full plan fee. If your plan protects multiple appliances, it may not end when you receive a replacement. Please refer to your plan documents to learn more.

Your rights to cancel after the cooling off period

For your rights to cancel after the cooling off period, please refer to your plan documents.

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.

Question 9

I cancelled my Direct Debit by accident. What should I do?

Accepted Answer

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

Question 10

I have some questions about my recently cancelled Direct Debit

Accepted Answer

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

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

Frequently asked questions

Corporate information

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Frequently asked questions

Corporate information

Hints and tips

Contact us

Plans and policies