Is there anything I can't cover?

You can't cover a single appliance over five years old, however if you are covering multiple appliances in one plan, these must be less than eight years old. Each appliance must have a maximum value of £2,000. Apart from this, you can cover up to eight appliances under one policy.

What is Appliance Warranty protection and why do I need it?

Every new appliance comes from the manufacturer with a basic factory warranty.

This agreement states that the manufacturer will repair or replace the appliance for a limited period if it breaks down. But once this warranty expires you have nothing to protect yourself from expensive call out charges or parts and labour costs if something goes wrong. Imagine how expensive this could be if your washing machine or fridge freezer suddenly stopped working?

Appliance Warranty from helpucover can protect a single appliance or up to eight appliances in one policy.

Why is this policy different from that offered by the
manufacturer's extended warranty?

It's different because instead of taking out one warranty for each appliance - which can be extremely expensive - the plan offers you cover for multiple items at a single and very affordable price. This cuts down on your paperwork, premium payments, and means that there's only one number to call when you need assistance.

Why take out cover on multiple appliances?

Instead of taking out one warranty for each appliance − which can be expensive − the Appliance Warranty plan from helpucover allows you to cover multiple appliances at a single and affordable price. This cuts down on your paperwork, premium payments and means that there is only one number to call when you need assistance. What's more, we offer a discount on your premium for covering multiple appliances!

Do I have to specify all the items I want to cover
under the policy?

Yes, you can cover a single appliance or you can choose to cover up to eight appliances under one policy. All we ask is that single appliances are under five years old and if you are covering multiple appliances, these are less than eight years old.

I have a stereo system that cost £1,800. Will it still be covered?

Yes, the policy covers all single items under the value of £2,000, however the maximum amount that can be claimed in any one policy year is £2,000 in total.

Do I have to take out the plan at the time my
manufacturer's warranty runs out?

No, whether your manufacturer's guarantee ran out last week or years ago, the plan will cover the specified items as long as they are less than 8 years old.

Are my appliances covered against accidental damage?

No, the plan offers you protection against mechanical, electrical or electronic breakdown only - accidental damage should be covered on your Home Contents insurance.

If my appliance breaks down, will my appliance be
repaired or replaced?

If we can repair your appliance we will do. However, if it is not cost effective to do this, your appliance will be replaced with an equivalent item (subject to the maximum policy limits).

How long will my cover last?

Until a product is 8 years old, as long as you continue to pay your monthly premiums. You can cancel cover at any point by cancelling your direct debit.

Why is this plan different from that offered by the
manufacturers' warranty?

Appliances that are still covered by your manufacturers warranty would not be covered under this plan. Our plan is effective once the manufacturers warranty has expired. It is different to manufacturers warranties because instead of taking out one warranty for each appliance which can be expensive the helpucover Appliance Warranty offers you cover for multiple items at a single and affordable price. This cuts down on your paperwork, premium payments and it means there is only one number to call when you need assistance.

When can I make a claim?

Your cover starts on the receipt of your first payment. You will not be able to claim for any failure that occurs within 30 days of the policy commencing.

Any further questions?

For further information about what is covered under the plan, or for answers to any specific questions you may have, please call now on 0845 052 1175.

Why can't I select 2 appliances for cover when obtaining a quote?

In order to make our customer premiums as competitive as possible we have built in a multi-appliance discount - however this only becomes applicable when you cover 3 appliances or more.

What if I need to make a complaint?

If you have a complaint about any of our services, please let us know so that we have the opportunity to investigate the problem and put things right. You should first send your complaint to:

If you are still not satisfied, we will tell you about our procedures and all relevant contact details during each stage of your complaint.

Investigation

A complaint handler will investigate your complaint. They will not have been directly involved in the issue you are complaining about.

Communication

1. If we need to ask you for more information, we will tell you why this is necessary.
2. If we need to take action to settle the problem, we will tell you what action we will take and keep you up to date with any developments.
3. We will give you a clear written explanation for our action. If we need to pay any undisputed amount due under the policy, we will do this quickly and this will not affect your complaint.
4. When we issue our final response, we will give you written details of the next stage of our complaints procedure.

We will keep you informed in line with the following service standards.

1. We will return your phone calls within two working days.
2. When we receive your complaint, we will usually acknowledge this in writing on the same day, but in any case within five working days. The acknowledgement will include the relevant complaint handler's details and a copy of these procedures.
3. Within four weeks of receiving your complaint, they will send you a:
   * final response; or
   * holding response, which will explain why we cannot yet settle your complaint, and will give you a date by which we will contact you again. You will receive a final response or another holding response within a further four weeks.
4. At 8 weeks the complainant will be provided with a copy of the FOS referral rights if a final response has not yet been made by Warranty Direct.
5. When we issue our final response, we will give you written details of the next stage of our complaints procedure.

If the matter is still not resolved to your satisfaction you have the right to refer your complaint to:

There are some instances when the FOS cannot consider complaints. This procedure will not prejudice your right to take legal proceedings.

We are covered by the Financial Services Compensation Scheme (the Scheme). You may be entitled to compensation from the Scheme if we cannot meet our obligations. Further information about compensation arrangements is available from the Financial Services Compensation Scheme, telephone number 020 7892 7300 or www.fscs.org.uk

The parties to this contract are free to choose the law applicable to it. If you live in Scotland, Northern Ireland, the Channel Islands or the Isle of Man you may choose to commence legal proceedings in your local courts. In any other cases unless there is agreement to the contrary English law will apply.

Data Protection Act 1998

We will keep any personal information you give us, in line with the Data Protection Act 1998, for the purpose of providing insurance and handling claims. This may mean passing the information to third parties.