Why have I not received my refund?

If you have been advised that a refund or reimbursement is due to you this can take up to 7 working days. The monies will be credited back into your account or card using the account details held by the company. If you have not received your refund after 7 working days please contact the customer services team on 0345 3192 247 (Mon to Fri 10:00 – 18:00)

Why do I have to pay a security Payment?

A security payment is not an excess. The Claims team can request a security payment only where it is unclear whether the initial claim falls within your service agreement. In such circumstances a security payment of £75 will be collected on the premise that if the fault is covered this will be refunded. If on the contrary the fault is not covered your security payment will not be reimbursed.

Can my mandatory excess be waived?

If your agreement contains a mandatory excess this must be paid prior to any claim being processed. If the mandatory excess is not paid the claim cannot proceed.

Why do I have to pay an excess due to the age of my boiler or appliance?

If your boiler is aged over 11 years or 5 years in the case of an appliance there is a mandatory excess of £75 payable on any claim. This is clearly set out in the Terms & Conditions. You are expressly invited to read this document and consider any the excess that could be applicable to your agreement. Please note we cannot be held responsible for your failure to read important documents relevant to your cover.

At inception of cover you may not have been advised of any excess that could be applicable but you would have been referred to the Terms & Conditions to consider the extent of cover provided in the individual circumstances of your agreement.

What is a Pay on Use repair?

This is a repair service offered outside the service agreement. If your claim has been declined the technical team can offer you a pay on use service. This service allows us to book an engineer for you at a cost of £75. Any remedial following the diagnosis of the engineer is at the cost to the customer this includes both parts and labour.

If you require the Pay on Use please contact the technical team who will assist you.

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