Entertainment Plan
Frequently asked questions
Simply click on the question that most interests you. Alternatively, you can scroll down to read them all.
What products can I protect?
The plan can include televisions (excluding LCD TVs over 27” and plasma TVs), video recorders, DVD players, integrated TV/video/DVD systems, Hi-Fi systems, camcorders, cameras.
Does it matter what brand my products are?
We cover all major brands of appliance.
Can I protect more than one of the same appliance (e.g. two TVs)?
Yes, you can protect as many of the same appliance as you want, within the limits of the plan you choose (3 or 6 products).
Can I protect just one appliance? (Back to top)
Yes. Click here for more information.
Will I have to pay more if I make lots of claims or have lots of repairs? (Back to top)
We don't believe in penalising our customers just because they make use of their protection. We do not raise our prices for people who make claims or need repairs. We want any customer to be able to make a claim without worrying about their fees increasing.
How do I buy the Entertainment Plan? (Back to top)
You can buy the plan over the telephone by calling our 24-hour Helpline on 08444 810 104*.
*Lines are open 24 hours a day, 7 days a week. Calls are charged at standard, national rates
Is my appliance too old to be protected? (Back to top)
Entertainment products can be protected at any time from purchase up until they are eight years old. Once you have added a product to a plan, you can normally continue to protect that same appliance for the rest of its life.
What happens at the end of my plan? (Back to top)
You will normally be offered an annual renewal when your plan expires. This can be renewed every year.
Can I use my own repairer? (Back to top)
The work of our repairers is monitored and guaranteed and we ensure that they carry public liability insurance. We can't be certain of any of this with your local repairer. This is why we prefer all repairs to be carried out by our approved engineers.
By using our own regulated network we can also ensure that costs are controlled, and this allows us to keep fees to a minimum without compromising customer service.
What is your limit for a repair? (Back to top)
We do not have a set limit for any repair. However, each plan does have an authority limit - of £125 for kitchen appliances and most electrical equipment, and £70 for vacuum cleaners. If any one repair is estimated to cost more than the limit, the repairer must call our Claims Department to obtain further authorisation before going ahead with the work.
What do you consider to be a reasonable period for a repair? (Back to top)
It depends upon the complexity of the repair but most repairs are completed on the first visit. Occasionally repairs can be held up by a lack of spare parts or perhaps a difficulty in spotting an intermittent fault. If you do encounter any problems with your repair, or in dealing with our repairer, please contact us and let us know. Our Customer Care team will work with you to address any problems you have experienced and ensure your satisfaction.
Repairers of home entertainment equipment have to either return the product, if it has been taken away for tests, or make contact to update our customers of the situation within 5 working days.
If I have a problem, how long will a repairer take to arrive? (Back to top)
Generally we would expect that the repair agent from our own independent network would call out within two working days.
Where we use manufacturers' repair networks, you may find slightly different, but nonetheless efficient, service standards operating.
What do I do if my appliance breaks down? (Back to top)
Find out how to claim your repair on Entertainment Plan