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Our Engineer Network

Our Engineer Network

Who will repair or replace my machine if it breaks?

  • After the initial 28 day exclusion period where you cannot make a claim (we can only take on machines that are in good working order), that horrible time may well come when one of your appliances suddenly goes !!KAPUT!! 
  • When you need to make a claim, our Freephone Claims Line will put you straight in contact with our appointed Claims Administrators.
  • The Claims Agents will diagnose the problem on the phone - and if it's not a simple fix then they will arrange an appointment that's convenient with you (with a target within 72 hours) with the relevant Engineer Network.
  • UK General Insurance have appointed Pacifica Group to manage all of the appliance claims and repairs on behalf of KAPUT, apart from Satellite TV Units which are managed by Castelan Group on behalf of KAPUT.


KAPUT Customer Service Team

  • At any point during a claim or repair process, you may have questions, concerns or queries with our appointed Claims Administrators.
  • You can always contact us at KAPUT Head Office on 0800 999 7878 (Option 3 - Customer Services) with any questions.
  • Our KAPUT Customer Service Team are here to help with any part of your experience - if you're not happy, we're not happy!
  • We want you to have peace of mind with your whole KAPUT experience - from signing up, to getting a repair, settlement or a brand new machine.
  • We're committed to treating all our customers fairly, with strict FCA regulation - so we have a solid complaints process in place. 
  • But talk to us first at Customer Services - we're 100% committed to get the job done! (94% of our customers already agree)


Claims Relating to White Goods and TV/Audio Equipment

To make a claim (for all appliances other than a TV Satellite Unit) you can view the process by clicking here or call 0800 999 7878 (Option 1, then Option 2)

Our Engineer Network  

Employed and certified engineers covering 100% of the UK

●Branded fleet covering 85% of UK (optimal)
●Plus 150 authorised partners - managed to Pacifica's standards
●150,000 repairs per annum
●Target of 72 hours to attend first visit
●ISO9001 Accredited
●2 specialist repair facilities for brown and white goods
●All engineers CRB checked - with a Code of Conduct
Our Engineer Network

Pacifica Group Engineer Network trusted by household brands

Our Engineer Network


Keeping you in the loop

  • FreePhone Claims Line - 0800 999 7878 (Option 1)

Our Engineer Network

  • Text message updates for appointments and parts updates

 Our Engineer Network Our Engineer Network

  • Track your claim and repair online 24/7/365 straight from your phone
  • Or on a PC or tablet just click the TRACK A CLAIM button below
  • Just enter your postcode and ServiceID number from your text message
Our Engineer Network



Claims Relating to Satellite TV Units

To make a claim (for TV Satellite Units only) you can view the process by clicking here or call 0800 999 7878 (Option 1, then Option 1)

Our Engineer Network

All claims relating to Satellite TV units are managed by Castelan Group. Items covered by this Engineer Network are:



Our Engineer Network