Frequently Asked Questions

Please click on a question to see the answer. If you still need help please contact us.

How is an Appliance Warranty Policy different to the manufacturers guarantee?

This policy comes into effect once the manufacturers guarantee has expired. It can be expensive to insure each product individually so the plan offers you the chance to insure a number of items in one plan by getting a 10% multi-item discount is covered at the same time.

Is accidental damage covered?

Accidental damage is only included if you choose to pay on an annual payment basis. If you choose to pay premiums on a monthly basis then accidental damage is not covered on any level, giving you only cover for protection against mechanical and electrical breakdown only.

What advantage is there in paying on an annual basis

There are 2 advantages in paying annually, you will be covered for accidental damage on all insured items and you will get 12 months cover for the price of 9 months premiums.

If my appliance breaks down will it be repaired or replaced?

If we can repair your appliance then we will do this first. If it is not cost effective to do this, your appliance will be replaced with an equivalent model and within the policy limits.

When can I make a claim?

Your cover starts at the time of product registration. There is a period of 28 days at the start of the policy, or registration of a new product, where you cannot make a claim.

What is the definition of the UK?

United Kingdom - England, Scotland, Wales Northern Ireland, the Isle of Man, the Channel Islands

What is the maximum age allowed for an appliance and length of policy?

The normal length of policy is one year. Your cover will be in place as long as you have paid the monthly or yearly premium and the insured appliance is less than 7 years old at policy inception date.

What happens if I move home?

That’s no problem – tell us your new address and we will issue a new policy schedule.

Can I add items to my policy?

You can add and remove products to suit your circumstances. This is subject to it being outside of the manufacturers guarantee, a maximum appliance age of 7 years at policy inception and the 28 days no claim accepted period.

What happens if I no longer own one of the products?

You can replace it with another item or we can simply remove it from cover. Also see FAQ number 7.

How soon should I report a breakdown?

A claim should be made within 72 hours of the product breaking down. Don’t forget – claims cannot be accepted if your product breaks down within 28 days of taking out a policy.

Can I cancel my policy at any time?

We hope you are happy with the cover this policy provides. However, you have the right to cancel it within 14 days of receiving the policy. See the section headed “Cancellation”. You may cancel your monthly policy at any time without further penalty. On an annual policy after the initial 14 days you will receive a pro-rata refund of the cost of your policy for each full calendar month remaining less an admin fee of £15 subject to no claims being logged against the policy. You will not receive a refund of premium if you have used our services at any time.

What is accidental damage?

Accidental Damage - A sudden and accidental event resulting in the failure of any component of the Product which prevents normal operation and requires repair or replacement before normal operation can be resumed.

During what times can I expect a call out

The attendance of an engineer to your home at an arranged time during normal working hours (9am–5pm Monday to Friday).

Is there any Excess to pay?

There is NO excess for appliances up to 5 years old. You have a level of Excess contribution on appliances between 5 and 8 years old with Bronze Level at £50, Silver Level at £65 and Gold Level at £80 for each and every claim

What if my appliance can’t be repaired?

Where we are able to repair Your Appliance / Product, We will cover: parts, labour and Call out charges (inc VAT) if the item is less than 5 years age. Where the Appliance/Product is under 3 Years of age at the time of purchase of Your policy and is declared beyond economical repair We will replace the Appliance / Product with a product of similar specification and functionality. We reserve the right to make settlement of any claim resulting in replacement of the Appliance/Product in cash or by voucher.

What items can be covered under the appliance policy
    •  Washing Machine>
    •  Washer Dryer
    •  Chest Freezers
    •  Fridge Freezers
    •   Under Counter Freezers
    •  Under Counter Fridge
    •  Upright Fridges
    •  American Style Fridge Freezer
    •  Dishwasher
    •  Tumble Dryer
    •  Wine Coolers
    •  Cooker
    •  Vacuum Cleaner
    •  Televisions
    •  Hob
    •  Oven & Hob
    •  Cooker Hood
    •  Microwave incl. Comb Microwave
    •  Home Entertainment (TV, DVD Player, Blu-ray player, surround sound equipment, sound bars & Hi-Fi systems, Satellite TV Systems)
How many call outs can I make on my policy

Your policy provides cover up to three Call Outs for each Appliance / Product registered under Your policy in any consecutive 12 month period.

What is the Claims Procedure?

In the event of a claim contact the Claims Administrator by telephone on 0370 320 0245 or email map@castelangroup.com. Please have your policy number and details of the Appliance (s) / Product(s) ready when you call.

Please provide the Claims Administrator with as much information about what has happened as possible, so they can give advice and arrange for an engineer to contact you.

What is the individual item Claim Limit?

Dependent upon the level of cover you have selected the limits are as follows: Bronze = £200, Silver = £500, Gold = £800

CoverCloud Service:

If you wish to lodge a complaint against any aspect of CoverCloud’s service in the sale of your policy please contact us as follows: In writing to Acumen Insurance Services Limited, Tourism House, Woodwater Park, Pynes Hill, Exeter, Devon EX2 5WS or
By telephone to 0345 812 0030 or
By email to admin@covercloud.co.uk