We advise is that you do not dispose of any damaged items that you are claiming for until we have made contact with you and established whether a collection or inspection is required. Failure to do this can impact the settlement of the claim. If neither a collection or inspection is required, we would recommend that you retain the damaged item until full and final settlement of the claim to assist with any validation or queries arising during the claims process.

We aim to contact you within a few working hours upon receiving your claim details from your insurer. If we need to collect a damaged item we will arrange a courier as soon as the next working day. If the inspection is to take place in your home we will arrange this within 24 hours upon receiving your claim details from your insurer. An inspection appointment is normally made within 5 working days.

We understand that you may be out all day but we are only able to collect or inspect your item weekdays between 9am and 6pm. We can help you by arranging a collection from an alternative address within the UK. On the day of collection our couriers can normally provide you with a 1 hour delivery window via text message or email. You will need to give your mobile number or email address to the courier when arranging collection.

Our engineers need to complete their inspection and submit their report to the Claims handling team. This process can take up to 72 hours to complete. Once we have these we can make you a settlement claim within 24 hours.

We will use our validation software to determine an appropriate like for like replacement, according to the terms of your insurance policy once our specialist Product Replacement Team have all the information they need.

It is not possible to return your replacement items once you have accepted your item unless the replacement item is damaged or faulty

Please contact us within 24hours so we can resolve the matter as soon as possible. Each supplier has a different process for handling damaged/faulty goods so our Claims Handling team will guide you through the process for your specific item. Please don't return any item before speaking to us first. If it looks like your item has been damaged in transit either refuse the delivery or sign for the item and indicate it is damaged and unchecked.

Yes, all repairs have a 3 month warranty. The warranty covers both labour and parts.

Yes, you don't have to accept the like for like replacement. You will be required to pay the difference if you select an alternative that is of greater cost.

Yes, but this is dependant on your specific scenario. You need to ask your claim advisor for further details. If the cost of the upgrade is greater than the cost of the basic repair you will be required to pay the difference. Restrictions may apply to this.

On the day of collection our couriers can normally provide you with a 1 hour window via text message or email. You will need to give your mobile number or email address to the courier when arranging collection. Extra charges may apply if you use an alternative collection address.

Yes, if we collect your items and inspect them at our service centre. Your old items will be disposed of in accordance with the WEEE directive controlled through the Environment Agency. This will take place 60 days after the inspection has been conducted. We can arrange disposal of your items at home but you will be charged for this. Alternatively, you can contact your Local Authority for details of where items can be disposed of free of charge.

We respect the importance of your personal data. Whilst in our care your items are labelled and stored securely for a period of 90 days following inspection

You will have 90 days to retain access to your photos, documents, music and video's. After this period we will arrange for your personal data to be destroyed in accordance with the Data Protection Act. It may not always be possible to recover data if your item has sustained significant damage. Please discuss this recovery process and the cost with your claim handler.

Under the terms of your insurance policy, once we have settled your claim, ownership of any items inspected are transferred to your insurance company. After this we are unable to return your items.

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