WHO PROVIDES THIS COVER?
Company: Appliance Cover Group Ltd
Company Reg No: 16083083
Address: Unit A, 82 James Carter Road, Mildenhall, IP28 7DE
Email: info@appliancecovergroup.co.uk
Telephone: 0203 675 6511
Website: https://appliancecovergroup.co.uk
WHAT IS THIS COVER PLAN FOR?
This Service Plan provides cover to emergencies and Accidental Damage, Electrical or Mechanical Breakdown in the event that your home appliance breaks down or is accidentally damaged (physical damage as a result of a sudden cause which stops the appliance working properly) you will be covered against the cost of the repair including call out, evaluation, parts and labour.
These terms and conditions and the policy schedule form a 12-month Service Cover Plan between you and Appliance Cover Group Ltd. Please read this document carefully, along with any enclosed documents so you can make sure you know what you are covered for under your policy.
HOW TO MAKE A CLAIM
If an incident occurs at your property, which is covered by your policy, please call the claims number, and we will arrange for the incident to be dealt with in accordance with the terms and conditions of your Appliance Cover Plan.
Monday to Friday 9am – 6pm (Excluding UK Public Holidays). In the first instance, we will:
- Verify your policy and the appliances covered
- Attempt to remedy any issues over the telephone
- If we cannot resolve the issue, we will arrange for a repair agent visit within a 24-hour period
- Where necessary, we will arrange for our customer service team to contact you to discuss your claim.
We may also ask for the completion of a claim form and proof of purchase.
If our repair agent is unable to repair your appliance we will, at our discretion, decide whether to replace the appliance with a new appliance of the same or similar make and specification, or make a settlement in line with the current replacement value of the appliance up to the maximum claims limit shown on the policy schedule.
In addition, we will:
a) Hold the appliance or parts thereof available for inspection for 30 days following the submission of a claim.
b) When requested to do so, and within 14 days of receiving such request, deliver to the providers a written statement of all reasonable particulars and details of the appliance affected, the appliance’s value and the event and provide all such documents, explanations and other evidence as may be reasonably required by the Providers.
c) Provide proof of purchase when requested, such as a dated receipt from a registered retailer.
d) Unless all of the terms of this condition (as detailed above) are complied with at our absolute sole discretion, a claim under this service agreement may not be payable.
APPLIANCES REPLACED UNDER THIS SERVICE AGREEMENT
Should your covered appliance be replaced by you during the agreement term, and you are happy to continue making your fee payments, you must notify us of the alternative appliance to be covered by this service agreement. Failure to notify us of a change of appliance will lead to your claim being declined.
PARTS
Our repair agents carry a large range of parts for all repairs on appliances. If at any point a part/s is needed to fix your appliance that the repair agent does not hold, you will be notified and the part’s order.
At our absolute sole discretion, we reserve the right to use replacement parts supplied from third parties in addition to those parts that may be sourced from the manufacturer or their approved distributors.
We are not responsible for any loss, damage or inconvenience resulting from a delay in obtaining or receiving delivery from the relevant supplier of any spares. When replacement parts are received, we will contact you to arrange a suitable time slot for the repair agent to attend.
You should make sure that the repair agent can get reasonable access to carry out the repair. If we cannot get a replacement part needed to carry out a repair, our liability will be limited to a temporary repair to make the emergency safe. Obsolete parts We use reputable suppliers who stock the usual parts required to fix the relevant appliance. However, if, when attempting to fix your appliance, we find that the relevant manufacturer’s spare parts are not readily available after a search of all our stockists or that parts may be available but will take longer than 28 days to source, we will not be able to complete your repair.
POLICY LIMITS
There is no limit to the number of claims you can make during the policy period. You are able to make a claim under this policy for losses up to the claim limit shown on your policy certificate (i.e. £500 per appliance annual payment, £250 per appliance quarterly/monthly payments) for the appliance(s) identified as covered in your policy certificate.
APPLIANCE COVERED RESTRICTIONS
The age of appliances is not restricted; however, if your appliance is more than 10+ years old, an excess of £100 is required for any claim. The make or model of the appliance may affect overall policy cost (I.e. Aga, Range Cooker, American Fridge Freezer). Appliance Cover Group Ltd. reserves the right to change prices and alter or remove any special offers from time to time and as necessary.
COOLING-OFF PERIOD
There is a 60-day waiting period from the first payment made on your policy before a claim can be made/reported. Please also note that any incident that occurs in the first 60 days after the service agreement commencement date is not covered. However, should you require emergency assistance during this period, please contact Appliance Cover Group Ltd on 0203 675 6511, as we may be able to provide cover on a pay-on-use basis.
If you choose this service, a £95 payment will be taken prior to deployment, and all subsequent charges must be paid in full by the customer. The following are generic terms describing the terms and conditions for all parts of the Appliance Cover Group Ltd proposition. However, as you have the option to purchase only specific elements of the scheme, your cover is only as described in your policy schedule.
CANCELLATION
We hope you are satisfied with the coverage this service agreement provides. If this service agreement does not meet with your requirements, please write to Appliance Cover Group Ltd within 14 days of issue (the Cancellation period), and we will cancel the agreement. Please note that only you or your authorised representative(s) should write to cancel. The cancellation period provided within your service agreement is inclusive of the statutory 14-day period, which begins on the commencement date or 14 days from the date you receive your service agreement documentation, whichever is the earliest. Please note that you are entitled to cancel your service agreement at any time, irrespective of whether you are paying by direct debit or have paid by a single annual payment. Please note the following terms:
a) Where your service agreement is cancelled within the cancellation period, and you have not made an accepted claim (i.e. a claim which results in the attendance of an engineer to affect a repair) you will receive a refund of any fee you have paid to us
b) Where your service agreement is cancelled either within or after the cancellation period and you have made an accepted claim, your fee will not be refunded
c) Where you have paid by way of a single payment providing cover for 12 months and have not made any accepted claim, if you cancel within the cancellation period, your fee will be refunded in full. If you cancel outside the cancellation period, you will be entitled to receive a pro-rata refund depending on the remaining time on your policy. We will apply an administration charge of £30 to cover the costs we incur when a policy is cancelled If you have made an accepted claim or have had a repair agent visit to a claim that has occurred the claim amount will be deducted from the pro rata refund and you will be subject to a cancellation fee. The cancellation fee payable is £120 excluding VAT (£144)
d) In any event, you will need to pay for any non-protected service that you may have received
e) Monthly or Quarterly Policies: If you cancel this policy at any other time, you will not receive a refund of any premium you have paid to us, and the cancellation will be effective immediately
PERIOD OF COVER
Your policy will commence from the start date shown on your policy certificate and, irrespective of the payment frequency (i.e. monthly, quarterly or annually), will automatically renew unless you request us to cancel your policy. There is a 60-day waiting period from the start date shown on your policy certificate before a claim can be made/reported.
RENEWAL
Your service agreement will automatically renew following receipt of your payment for the period of protection as defined in your cover plan. For customers who have opted to pay annually, a payment will be automatically taken from the debit details provided. The price will be reflected in your renewal quote. If your renewal quote has changed, we will notify you.
Factors that may affect your renewal quote are inflation, claims frequency and length of time on cover. If we do not receive notification of cancellation, then we will automatically renew the service agreement based on the renewal quote. Statement of Price The current premium payable is shown on your policy certificate
HOW CAN APPLIANCE COVER GROUP CANCEL MY SERVICE COVER PLAN?
We may cancel your policy in the following circumstances by giving you at least 7 days’ notice in writing to the last address provided to us:
(a) If you are in serious breach of the terms of your policy. E.g. failure to make a payment despite a contract from us, submitting a fraudulent claim or using threatening or abusive behaviour towards our engineers or staff.
(b) If you fail to provide accurate and complete information in accordance with the Consumer Insurance (Disclosure and Representations) Act 2012.
WHAT IF I MISS A PAYMENT?
If you fail to make a payment of premium on the date due, your policy may be suspended, and you will not be able to make a claim. Appliance Cover Group Ltd will notify you within 5 working days of the date on which a payment was due if you fail to make a payment. If you do not pay the requested amount within 30 days of the due date, your Service Cover Plan will be cancelled. If you want to claim your Service Cover Plan whilst your coverage is suspended, you will be required to pay any outstanding premiums before an engineer will be dispatched to your property. When your policy is cancelled, you will need to pay any outstanding premium to us.
WHAT IF I CHANGE MY ADDRESS?
You are responsible for informing Appliance Cover Group Ltd of a change of your address so that your Service Cover Plan can be transferred to your new property. Please phone or write to us to advise us of a change of address. We will check whether your cover is appropriate for your new property before it is transferred.
HOW CAN I COMPLAIN?
Only the named policyholder(s) or an authorised representative can make a formal complaint. If you wish to register a complaint, please contact us in writing or by telephone within 8 weeks.
By selecting a service, you agree to pay Appliance Cover Group Ltd the one-time and/or monthly or annual fees indicated / invoice for (additional payment terms may be included in other communications). Subscription payments will be charged on a pre-pay basis on the day you sign up for an Upgrade and will cover the use of that service for a monthly or annual subscription period as indicated. Payments are not refundable.
FEES; PAYMENT
By requesting and receiving a product or service, you agree to pay Appliance Cover Group Ltd the applicable fees and any recurring fees. Applicable fees will be invoiced starting from the day your services are established and in advance of using such services.
Any materials and products used to complete work which is undertaken by Appliance Cover Group remain the property of Appliance Cover Group Ltd until payment has been made by the client in full. Failure to make payment in the instructed time (which is made at our discretion) will result in materials and products being reclaimed and removed from the site.
Appliance Cover Group reserves the right to change the payment terms and fees upon thirty (30) days prior written notice to you.
BANK STATEMENT
Your payment on your bank statement will appear as: Appliance Cover Group Ltd
WHAT IS COVERED?
We provide emergency cover and repair for your home appliances as listed below:
- Fridge/Freezer
- Cooker hob (Gas & Electric)
- Ovens (Gas & Electric)
- Dishwasher
- Microwave
- Washing Machine
- Tumble Dryer
- Vacuum Cleaners
WHAT IS NOT COVERED?
There are certain conditions and exclusions which limit your coverage. Please read them carefully to ensure this service agreement meets your requirements for this form the basis of our service agreement. We do not wish for you to discover after an incident has occurred that you are not protected for this incident. The following is excluded from the cover provided under this Policy:
- Repairs or replacements to the appliance where such faults are covered by the manufacturer’s, supplier’s or repairer’s guarantee;
- Where the appliance is subject to a recall either by the manufacturer or supplier;
- Faults which are subject to a manufacturer or supplier recall;
- Faults resulting from you failing to follow the operating instructions of the appliance, including any modifications to the appliance;
- Any claim where you use the appliance for a non-domestic purpose or in a commercial environment;
- Any fault or damage arising from theft, attempted theft, malicious damage, misuse, neglect, poor installation, or any damage caused by fire, explosion, floods, lightning, storms, frost or bad weather conditions, rust corrosion or water;
- Faults or damage resulting from a software virus, the configuration of user settings, the backing up or recovery of data, the loss, corruption or damage of/to data or the operating system of the appliance;
- Routine maintenance, cleaning and servicing;
- Any repair work we have not authorised or which is not carried out by one of our approved Repair Agents;
- Any appliance which has to be repaired outside of the United Kingdom, Isle of Man, Channel Islands and Northern Ireland;
- Any costs incurred as a result of not being able to use the appliance;
- The replacement of any item which is intended to be replaceable such as fuses, batteries and light bulbs;
- Rust or corrosion damage which does not affect the use of the appliance;
- Cosmetic damage which does not affect the use of the appliance;
- Any costs incurred as a result of the appliance’s connecting cabling or pipework not being installed properly;
- An appliance which was not working by the manufacturer’s specification before the policy was taken out;
- You are not covered for any claim arising from war, invasion, acts of foreign enemies, hostilities (whether war be declared or not), civil war, rebellion, terrorism, revolution, insurrection, military or usurped power or confiscation or nationalisation or requisition or destruction of or damage to property by or under the order of any government or public or local authority.
