Your Account

Frequently asked questions

Simply click on the question that most interests you. Alternatively, you can scroll down to read them all.

If the answer to your question is not published below, Please contact Domestic & General's Internet Serviceline using this form, or by phone on 08444 810 500.

Arrange a repair

 

Take up an offer

 

Renew a plan

Why can't I log in? (Back to top)

It is important that you enter your postcode as printed on your documents, even if this is incorrect. You will be able to send us a correction to update our records after you have logged in.

A small number of our agreement numbers include a space within the first three characters of the number. If this is the case with your plan, please make sure that you enter this space into the agreement number log-in box.

I can't find my agreement number. (Back to top)

Your agreement number is printed on your plan schedule, as highlighted below:

Sample of insurance plan - 31K

Your agreement number could also be called "plan number" on some plans.

If you do not have your plan schedule to hand you can find your agreement number on your bank statements or credit card statements (depending on how you pay). Agreement numbers as printed on your statements are often prefixed with an "A" or "D" and this should be removed in order to access your plan online.

Who do I call if I have problems? (Back to top)

You can call our internet Serviceline on 08444 810 500 or contact us online.

I have more than one plan with Domestic & General. Do I need to log on with each agreement number separately? (Back to top)

Yes. At present we do not offer a multiple plan log in for web customers. If you have more than one plan you wish to log in to, it will be necessary to access each individually.

The details held on your database are incorrect. Why can't I change them? (Back to top)

At present you can notify us of any errors using this form. We are currently working on a form which will enable you to change your details directly after you have logged on.

Why can't I read full details of what I am protected against? (Back to top)

At present you will need to refer to your plan documentation for this information. We are currently working on making the full plan wording available via your log-in.

What do "accidental damage" and "frozen food insurance" on my plan document mean? (Back to top)

If your plan protects you against accidental damage, you are protected against any damage to the appliance caused by an accident. For example, getting sand in your camcorder while on holiday.

With frozen food insurance we will reimburse you for any frozen food stored in your freezer that is lost at the time of breakdown. All food should be listed with prices, and you must not dispose of the food prior to contacting us.

The repairer listed is too far away. (Back to top)

If a repair company appears on our website it means that they have committed to repairing appliances and equipment in your postcode. Some repair companies cover a large geographical area, but they will still be able to carry out repairs in your area.

When calling a repairer make sure you call from a landline at home, many National Repairers use telephone systems which match their local branch to your STD code.

I have called this repairer and the call-out given is unacceptable. (Back to top)

Unfortunately, due to seasonal pressures and the unavailability of parts, repair agents are occasionally delayed in the time they can get out to you. If you need to discuss your individual situation further, please use this form or call us on 08444 810 500.

Why can't I use a local repairer/another 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. This allows us to keep fees to a minimum without compromising customer service.

How do I obtain this information by email? (Back to top)

To receive your repairer information via email, enter your address into the box titled "Email me this information" on the "Repairer Confirmed" page, and click "send".

What is web booking? (Back to top)

Some repairers offer a web repair booking system as an alternative to using the telephone. If your repairer offers this, we have included a link to their web booking site on this page.

Why can't I amend my payment details online? (Back to top)

For your security we do not offer this service online at present. To amend your payment details please call 08444 810 500. Please contact us to suggest a service that you would like to see online that we do not currently offer.

Take up an offer - frequently asked questions

My reference number doesn't work, why? (Back to top)

There are a number of reasons your number may not be working.

Is the postcode different?

You need to use the postcode as it is written on your letter. If there is a mistake on your postcode, use the code found on your letter to enter the site. You will then be able to edit your details to amend any mistakes.

You can usually find your reference number on the top right hand corner of your letter.
The first two or three characters can be letters or numbers. The last seven are always numbers.

Have you typed a number instead of a letter ?

The capital letter ‘O’ and the number ‘0’ (zero) can be easily mistaken for each other. The number ‘1’ can also be misread as the lowercase letter ‘l’.
As a rule, the first three characters in your reference code can be letters or numbers; the rest are always numbers.

If you are unsure whether or not you are using the correct reference number, you can check in our list of most commonly confused numbers below:

If your reference is included below, please click on it for further information (will open a pop up window)

16 1D 1J 60 BOA BOE BDI
BIH BIR BRI COS COT DAI FIR
GID GIF GO HIR IT I8 MEI
MO OV OW PIL PON RDI RIS
ROB ROC ROD ROE ROF ROI ROG
ROT RNO RVO RXO SIR SOE SLI
SLO SNI STI T1 TSO VOD VOF
VOL VOK YDO YFO YIN YOC YOE
YOF YOG YZO ZLO ZO    

 

Is the space in your reference number causing a problem?

Try entering your number with and without the space.

Are you using the number from the same letter?

The reference refers to a single offer for a specific appliance. If you try to use the reference from another letter from us, it will not work.

 

Is there a discount for different methods of payment? (Back to top)

We encourage our customers to pay by Direct Debit where possible, so that we can pass on the resultant savings to keep general fee levels low. For some plans there is a discount for paying by Direct Debit. To discover if this applies to your plans, please email web.support@domgen.com.

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 to access www.domgen.com/buy on the web? (Back to top)

The URL www.domgen.com/buy is the actual web address that should be typed in the browser window (and not in the search bar), as the following picture illustrates:

 

 

How does extended guarantee work? (Back to top)

An extended guarantee gives you protection after your manufacturer's guarantee ends, for example:

If your appliance is damaged by accident during the manufacturer's guarantee period, your Domestic & General protection plan may pay for a repair. However, the exact terms and conditions of protection vary according to the appliance that you protect.

Please note that not all plans will include protection against damage caused by accidents before the manufacturer's guarantee expires, and that it is important to check the wording of your plan document prior to making a claim.

Renew a plan - frequently asked questions

My reference number doesn't work, why? (Back to top)

There are a number of reasons your number may not be working.

Is the postcode different?

You need to use the postcode as it is written on your letter. If there is a mistake on your postcode, use the code found on your letter to enter the site. You will then be able to edit your details to amend any mistakes.

Are you typing zero instead of ‘o’ or one instead of ‘l’?

The first two or three characters can be letters or numbers. The last seven are always numbers.

Have you typed a number instead of a letter ?

The capital letter ‘O’ and the number ‘0’ (zero) can be easily mistaken for each other. The number ‘1’ can also be misread as the lowercase letter ‘l’.
As a rule, the first three characters in your reference code can be letters or numbers; the rest are always numbers.

Is the space in your reference number causing a problem?

Try entering your number with and without the space.

Are you using the number from the same letter?

The reference refers to a single offer for a specific appliance. If you try to use the reference from another letter from us, it will not work.

How to access www.domgen.com/renew on the web? (Back to top)

The URL www.domgen.com/renew is the actual web address that should be typed in the browser window (and not in the search bar), as the following picture illustrates:

 

 
 

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