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Key Facts


Key Facts


Please note that this policy summary does not contain the full terms and conditions of the contract of insurance; so please take time to read the policy document to make sure you understand the cover it provides. 

Who is my Insurer?

UK General Insurance Limited on behalf of: Ageas Insurance Limited, Registered in England No.354568. Registered Office: Ageas House, Hampshire Corporate Park, Templars Way, Eastleigh, Hampshire SO53 3YA. UK General Insurance Limited is authorised and regulated by the Financial Conduct Authority. Ageas Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. This can be checked on the Financial Services Register at www.fca.org.uk/register or by contacting 0800 1116768.

What type of insurance is it and what cover is provided?


Significant exclusions & limitations

Your warranty provides cover against Mechanical / Electrical Breakdown of the Appliance(s) / Product(s) identified on Your policy Schedule.

Cover includes parts, labour and Call out
charges (inc VAT) during normal working hours (8am – 5pm Monday to Friday) subject to the terms, conditions and exclusions of Your policy.


Call out charges where a fault cannot be found with the Appliance(s)/Product(s)

Any accidental damage

Any Mechanical/Electrical Breakdown of an Appliance/Product that is more than 8 years old

Cosmetic Damage

Any claim within the first 28 days of purchasing the policy

What is the claim limit?

Your policy provides cover up to the original purchase price of the Appliance(s) / Product(s) on each claim and in aggregate during the Period of Cover provided.

How many claims can I make on the policy?

Your policy provides unlimited Call outs per Appliance / Product identified on your policy Schedule up to the claim limit during the Period of Cover provided.

Do I need to pay an excess if I claim?

No. There will be no excess deductible for any claim under your policy.

What is the duration of my cover?

12 months from the date of inception of this insurance as detailed on the policy schedule.

What do you need from me?

You are required by the provisions of the Consumer Insurance (Disclosure and Representations) Act 2012 to take care to:
• supply accurate and complete answers to all the questions we or KAPUT Limited may ask as part of your application for cover under the policy;
• to make sure that all information supplied as part of your application for cover is true and correct;
• tell us of any changes to the answers you have given as soon as possible.

Failure to provide answers in-line with the requirement of the Act may mean that your policy is invalid and that it does not operate in the event of a claim.

What happens if my circumstances change?

You must immediately notify KAPUT Limited if you change your address.

What if I want to cancel my policy?

We hope you are happy with the cover this policy provides. However, if after reading this document, this insurance does not meet with your requirements, please return it to KAPUT Limited within 14 days of issue. On the condition that no claims have been made or are pending, we will then refund your premium in full. After 14 days you may cancel the insurance cover at any time by contacting KAPUT Limited.
If you pay premiums Annually in advance, we will cancel the policy at the end of the month in which you notify us. We will then provide a refund of any money you have paid for the unexpired period showing on the insurance, unless we have carried out work. However, such refund may be subject to £25 administration charge from the
If you pay Monthly installments by Direct Debit, we will continue to provide cover until the end of the period from which your last payment applies. We will then cancel the policy and take no further payments, unless we have carried out work. If there is any refund of premium due this will be subject to a £25 administration charge.
If you have had work done, then you will be subject to pay the full 12 month premium.

How do I make a claim?

If you have a claim for a Satellite TV Unit, please call the "KAPUT Satellite Claims Line" on: 0800 999 7878 - Option 4. If you have a claim for any other Appliance/Product please call the "KAPUT Home Appliance Claims Line" on: 0800 999 7878 - Option 5.

How do I make a complaint?

It is the intention to give you the best possible service but if you do have any questions or concerns about this insurance or the handling of a claim you should follow the procedure below:
Complaints regarding the sale of your policy should be directed to: KAPUT Limited.
Complaints regarding a claim on your policy should be directed to: Castelan Limited in respect of Satellite TV Units and Pacifica Group in respect of any other Appliance/Product.
If your complaint cannot be resolved by KAPUT Limited, Pacifica Group or Castelan Limited, by the end of the next working day, it will be passed to:

The Customer Relations Department,
UK General Insurance Limited,
Cast House,
Old Mill Business Park,
LS10 1RJ
Telephone: 0345 218 2685
Email: customerrelations@ukgeneral.co.uk
Please ensure your policy number is quoted in all correspondence to assist a quick and efficient response. If it is not possible to reach an agreement, you have the right to make an appeal to the Financial Ombudsman Service. This also applies if you are insured in a business capacity and have an annual turnover of less than €2million and fewer than ten staff. You may contact the Financial Ombudsman Service at:

The Financial Ombudsman Service,
Exchange Tower,
Harbour Exchange Square,
E14 9SR.
Telephone: 0300 123 9 123.

Compensation Scheme:

Ageas Insurance Limited is covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme, if they cannot meet their obligations. This depends on the type of business and the circumstances of the claim. Most insurance contracts are covered for 90% of the claim with no upper limit.

You can get more information about compensation scheme arrangements from the FSCS or visit www.fscs.org.uk.

Data Protection:

Please note that any information provided to us will be processed by us and our agents in compliance with the provisions of the Data Protection Act 1998, for the purpose of providing insurance and handling claims, if any, which may necessitate providing such information to third parties.We may also send the information in confidence for process to other companies acting on their instructions including those located outside the European Economic Area.