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Frequently Asked Questions

We’ve put together some of the most common questions and answers below that tend to pop up.

If you still can’t find the answer you’re looking for…just give us a call, email, send us a message on Twitter or jump on Live Chat (at the bottom right of your screen) and we'll get the answers you need back to you.

Online Purchases

  • Why can't I buy online at the moment?

    Due to scheduled development and improvement to the site, we are unable to process online applications at the moment.

    You can still run a quote and email it to yourself and include your telephone number, then an Agent can contact you back regarding your enquiry.

     

    Click here to see the full opening hours.

    Click here for alternative contact methods.

General

  • Who is Kaput?

    We are KAPUT – a British based company providing Extended Warranty Insurance across the whole of the UK including Isle of Man, Channel Islands and Northern Ireland.

    We have designed and provide a simple and straightforward insurance product for Home Appliances and Audio/Visual Equipment, by addressing as many of the gripes about Extended Warranty Insurance we could come across.

    We let you manage your account online, or you can speak to a real person 24 hours a day. Our Engineer Network is one of the largest independent service networks in the UK. And we keep you in the loop at every stage – by text, online and good old fashioned phone calls.

    In a nutshell – we provide peace of mind insurance to repair or replace your appliances if they go KAPUT!

    Click here to find our more about KAPUT.

  • Where are you based?

    Our Head Office is based on the Suffolk and Essex border and our Customer Service centre is just down the road in Ipswich. The main Claims Centre is in Durham along with the Parts Distribution Centre and White Goods Refurbishment Centre.

    The Audio & Visual Refurbishment Centres are in Huddersfield and the Engineer Support Centre is based centrally in Sheffield. The employed Engineers are located in the most densely populated areas across the UK.

    For the more rural locations and Islands there are over 150 Authorised Service Partners who will carry out around 6% of the repairs and allow the Engineer Network to cover 100% of the UK.

    Click here for more information on Our Engineer Network.

  • What payment methods can I use?

    You can pay monthly or annually on a Credit or Debit Card.

    SecureTrading process payments securely for us and your details are only held by them. We have 3D Secure activated and operate the Verified by VISA and MASTERCARD SecureCode systems for security, if your cards is activated with these.

    If you pay online, our site has 2048 bit digital signatures and 256 bit encryption EV-SSL technology to ensure it is safe and secure.

    Remember, if you choose to pay annually, we will give you 12 months for the price of 10 – saving you up to £80.80 a year! Click here for more information on our current special offer.

    After regular customer feedback, we are now in the process of putting a Direct Debit payment facility in place over the phone and online.

  • What are the service line opening hours?

    We have an out of hours team that will take your call 24 hours a day 365 days a year. However the Claims Line is open 9:00am and 5:00pm Monday to Friday, and Customer Services from 9:00am until 5:30pm. All our contact details and opening hours can be found here.

  • Can I get a discount if I pay annually rather than monthly?

    Absolutely! If you pay annually we will give you 12 months cover for the price of 10. 2 months free can’t be bad…and this could save you up to £80.80 a year e.g. paying annually for a 10 appliance policy.

    Click here for more information about our current special offer.

Choosing your Extended Warranty Insurance

  • Is this a Service Plan or a full Extended Warranty Insurance?

    This is a full Extended Warranty Insurance Policy.

    A Service Plan doesn’t offer you any protection should the worst happen to the company providing the service to you. So if the company you arranged the Service Plan with went KAPUT, you could be left with no cover for the period you’ve paid for.

    With our insurance policy you are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the circumstances of the claim, but most insurance contracts are covered for 90% of the claim, with NO upper limit. You can get more information about this protection from the FSCS at www.fscs.org.uk

    Your Insurance is arranged by KAPUT Limited with UK General Insurance Ltd on behalf of Ageas Insurance Limited. KAPUT Limited is an appointed representative of Commercial and General Limited – all of which are regulated by the Financial Conduct Authority.

  • What is an Extended Warranty Insurance?

    An Extended Warranty is an Insurance policy which covers you against the cost of call-out, labour, parts and replacements for your home appliances or audio/visual equipment. 

    If your appliance breaks down or fails, then you have the peace of mind of knowing you have one number to call to arrange for the item to be fixed or replaced.

    With our policy there is nothing extra to pay other than your annual or monthly payments, subject to Terms and Conditions of the policy.

    The keyfacts on our policy can be viewed here, and our Cover Overview is here.

  • Do I need proof of purchase or a receipt?

    To make claims straightforward and simple, we do not have any specific requirements for proof of purchase. This allows us to be pretty unique in covering second hand items you may have bought from internet auction sites like eBay, Gumtree or Facebook.

    We can also cover appliances bought from friends, family or inherited when you move in to a new home.

    Appliances will still need to comply with our Policy Terms and Conditions. Have a good read through these to make sure this policy meets your needs and the appliance you've bought, or are about to buy, ticks all the boxes needed for the Insurance to cover it.  

    Click Here for more information on covering second hand Appliances and Audio/Visual equipment.

  • Why is this Policy different from that offered by other warranty providers?

    There is NO EXCESS to pay on our policy. Your monthly or annual payment is all you pay, subject to our standard Terms and Conditions.

    We cover new and second hand items up to 8 years old.

    A lot of policies only cover appliances bought by you, from new, from a UK only VAT registered company, which you have the original proof of purchase for. So they wouldn’t be able to provide cover for anything bought second hand. We can.

    We don’t impose a total policy limit like most other warranty providers. Each appliance has its own cover limit - so one expensive claim won’t eat into your other item’s cover.

    We believe our calculation for depreciation on items is high compared to other policies on the market – even the household name brands (one leading British provider of Gas only cover 30% of the value for anything over 3 years old).

    Quite simply:

    0-4 years we consider 100% of the original purchase price

    4-5 years is 90%

    5-6 years is 80%

    6-7 years is 60%

    Even 7-8 years old we’ve maintained at 50%.

    We have a fixed price per appliance covered – we don’t raise the cost depending on the brand, type, age or value of the appliance.

    We cover over 70 products across Home Appliance, Audio and Visual Equipment, Small Appliances and Miscellaneous items.

    We have no specific requirement for proof of purchase. Subject to our standard Terms and Conditions.

    As an Insurance, rather than a Service Plan, you have the security of being covered under the Financial Services Compensation Scheme should the worst happen. You won’t receive this protection with a standard Service Plan agreement.

  • Doesn't my contents insurance cover my equipment?

    Typically most household contents insurance only provide cover for accidental damage, theft, fire and flood.  Mechanical failure or breakdowns are not covered by standard contents insurance.

  • I'm already paying for an extended warranty on appliances in my house?

    You may be paying already for a warranty on a Satellite receiver box, or an electrical item where you bought extended warranty in-store.

    With our multi appliance discount, the more you cover the cheaper the cost per appliance becomes.

    If you decide to cover some appliances with us, it may work out cheaper to add them as additional items to our policy than on your existing cover.

    For example if you already have 2 items selected at £11.80 a month, you can cover an additional item for only an extra £1.79 per month.

    All our prices include Insurance Premium Tax (IPT) at 10%.

  • Can I have more than one item insured?

    Yes, the more items you add, the more multi-product discount is applied. You can have up to 10 items insured under one policy. Just keep selecting your products from our Product pages and your items will appear in your basket on the right hand side.

    You can cover one television on a three appliance policy, and two televisions on every package above that.

  • Can I have extended cover for each of my items separately?

    You can cover multiple appliances under one policy. Whilst many policies have a total claim limit across the policy as a whole, or a maximum number of call-outs per policy – ours doesn’t.

    Each of your appliances is covered up to its own purchase price subject to a claim limit and depreciation. But claims on one appliance won’t affect the cover available on your other appliances. We think that’s the fairest way.

    You can read our full Terms and Conditions here.

  • Is this the right Extended Warranty Insurance for me?

    That is purely your decision – but if you have any further questions you need us to answer on our policy so you can make an informed decision, please don’t hesitate to contact us on any of the channels provided and we’ll be happy to help. Call, email, contact form, Live Chat, Twitter, Facebook or good old fashioned post – we’re here to help.

    All our contact details are here, and further helpful information can be found in our keyfacts, Policy Terms and Conditions and Terms of Business Agreement documents.

Your Policy

  • Is there an excess to pay?

    No! No! No! There is no excess to pay with KAPUT. Just call us and let us get on with helping you get your appliance back up and running.

    If you are shopping around, have a look at the small print on each policy and see if you will need to pay an excess in the event of a claim.

    Some policies charge £30 or £50 per claim. Some even charge £100 if you want to make a claim in the first 3 months. This can dramatically increase the annual cost you are calculating and comparing with other policies e.g. making 4 claims in a year with a £50 excess would add another £200 to the annual cost of your policy.

    We specifically set out to design our policy with NO EXCESS whatsoever to pay. To treat our customers fairly we wanted the price you pay to be fixed per appliance and with no excess, so you know in advance exactly how much you’ll pay across the year.

    We’ve maintained competitive prices, but getting rid of excess payments was a must for us, so when you ring to make a claim – we can just get on with helping you. No need for you to fork out more unexpected money.

  • What is covered under this policy?

    Your warranty insurance provides cover against the actual and sudden mechanical or electrical failure or breakdown which results in the sudden stoppage of the appliances or products listed on your schedule.

    The cover includes parts, labour and call out charges subject to the Terms and Conditions of your policy. Appliances need to be less than 8 years old.

  • Will my policy cover more than one of each item?

    Yes – the more the merrier, as the more you add the more you save. You can have more than one type of appliance or product on your policy e.g. if you have 2 fridges.

    The only limit we have is on televisions. You can have 1 television on a 1, 2 or 3 appliance policy. For 4, 5, 6, 7, 8, 9 and 10 appliance policies you can have up to 2 televisions covered.

  • Who is covered under this policy?

    The person named on the policy is covered. We’ve extended this though so that any members of your family who live with you on a permanent basis at your home are also covered. That's only fair!

  • What are the main exclusions to the policy?

    Anything that’s not covered is listed in the policy Terms and Conditions which you can read here. Have a good read through them to make sure that the policy meets your needs.

  • Is accidental damage covered?

    No. Our policy offers you cover against mechanical and electrical breakdown only, however most household contents insurance should provide cover for accidental damage, theft, fire and flood.

  • When does my cover start?

    Your cover begins on the date shown on your policy Schedule. We need all of your appliance details completed before the policy is fully activated – and you cannot make a claim within the first 28 days.

  • How long will my cover last?

    Until a product is 8 years old, as long as you continue to pay your monthly or yearly instalments. You can cancel cover at any point by calling our Customer Service team, or you can swap the cover over to another appliance in your home.

    Just log in to the MY ACCOUNT area of the site or call us on 0800 999 7878 to amend your details.

  • What happens to appliances I have registered once they reach 8 years old?

    Once an appliance or product reaches 8 years old, the insurance provided will automatically end. You can manage your appliances in the MY ACCOUNT area of the site – so you can keep your covered items up to date at all times.

  • Can I add items to my policy?

    Of course, the more you add the more multi-product discount that’s applied. You can have up to 10 items under your policy.

    You can add and remove products to suit your needs. When you add a product it will still have a 28 day waiting period for that item before you can make a claim. You can do most of this online on your MY ACCOUNT login, or give us a call on 0800 999 7878 and we’ll sort it all out for you.

  • What documents will I receive?

    Once you’ve signed up you will receive an email which will contain your Insurance Schedule Certificate and links to your keyfactsPolicy Terms and Conditions, and Terms of Business Agreement documents.

    Also contained in your welcome email will be your username and password to access the MY ACCOUNT area of our site.

    Once logged in you’ll be able to access all of these documents whenever you want. You can also request to change your address, add more appliances, update your payment details and change your password.

  • How do I renew my policy?

    If you have chosen to pay monthly, your policy will continue for each month you continue to pay your monthly premium until you tell us you wish to cancel. We will contact you every 12 months so you can review the suitability of your policy.

    If you bought an annual policy, we will provide you details concerning your renewal in plenty of time prior to the anniversary of your policy. Unless you wish to cancel your insurance coverage with us you need to do nothing more and your policy will automatically renew on the anniversary date using the payment details we have on file.

Making a Claim

  • How do I make a claim?

    Just call our Freephone number 0800 999 7878 and choose Option 1.

    If your claim relates to a Satellite receiver box (such as Sky, BT Vision, Virgin TIVO or Freeview) press “option 1”.

    For all other claims relating to Home Appliances, Audio/Visual equipmentSmall Appliances or Miscellaneous items – press “option 2”.

    This will take you through to the relevant claims line and the agents will guide you through the process. Please have your policy details to hand when you call. For more information on the Claims Process, click here.

    If you can’t find your policy details, all of your documents are available in the MY ACCOUNT area of this website for you to access 24/7.

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

    You can view our full Claims proces by clicking here...

    We’ll try and fix this over the phone first of all. If that’s not possible, then we will arrange to come and repair your appliance - we book specific times for appointments with our  Network Engineers, so you can arrange your day. In the majority of cases we can fix the item first time. If it requires extra parts and repeat visits, then this is all still covered as part of your policy.

    If it is not cost effective to do this, your appliance will be replaced with an equivalent model and within the Policy Terms and Conditions.

    Audio/Visual equipment may be collected, repaired and returned fixed. Again if it not cost effective to do this, your appliance will be replaced with an equivalent model and within the Policy Terms and Conditions.

    For more detail on our Engineers and Service Network that will come and fix your machine, please click here.

  • How long does a claim take?

    We appreciate how frustrating it is when your appliance breaks down.

    To start a new cliam or get an update on an exisiting claim you can call 0800 999 7878 Option 1.

    See the full claims process page here.

    You can track your claim online by clicking here.

  • Is the cost of appliance parts covered?

    Yes, all costs for parts, labour and call out fees are covered – and there’s NO EXCESS to pay.

    Terms and Conditions apply.

  • How many times can I claim or request a call-out?

    We provide UNLIMITED call outs per appliance covered, up to the claim limit, during your period of cover. Policy Terms and Conditions do apply.

    Many policies have a limit on the number of times you can call out an engineer to fix a particular appliance, or have a maximum limit on call-outs across the policy as a whole.

    To treat our customers fairly, we designed our package to provide no limit on the number of call outs per appliance – full details can be found here.

    This is subject to the maximum claim limit per appliance of the original purchase price, but that’s still up to a potential of £2,500 per Home Appliance, and £1,000 per Audio/Visual Product.

The Repair Process

  • Who will repair my appliance?

    The majority oif repairs are carried out by our Engineer Network. All the Engineers are employed, fully trained, CRB/DBS checked and work to ISO9001 standard. In more rural areas and Islands e.g. Jersey, Guernsey, Isle of Man  – we use a network of 150 authorised service partners who have been approved and work to strict service level agreements.

    For Satellite receiver boxes we use a specialist Claims Handler that are experts in this field, called Castelan. They will repair or replace equipment such as a Sky box, Sky+ box, BT Vision box, Freeview box, Freeview HD box or Virgin TIVO box.

    We pride ourselves on Customer Service, so if you have any questions or feedback – please contact us and let us know.

    Find out more about our Engineer Network by clicking here.

  • Do you subcontract to local engineers?

    Our Engineer Network are all employed engineers (all CRB/DBS checked) and cover the most densely populated areas in the UK, ensuring that the majority of repairs are carried out by direct employees working to a code of  conduct.

    To ensure we can cover the whole of the UK, in more rural areas and Islands, we have over 150 authorised service partners who have been selected and work to our strict service level agreements.

    Satellite receiver boxes are repaired or replaced for us by a specialist Claims Administrator, Castelan.

    Therefore subcontractors will only cover around 6% of the volume of overall jobs.

    For more information go to Our Engineer Network page here.

  • Do I have to arrange the engineer and is there a charge?

    No don’t worry – that’s what we do. Just call our claims line and we do all the arranging for you. If an engineer is needed, then the cost of the call out, parts and labour are all covered. No charge and NO EXCESS to pay.

    Our full Policy Terms and Conditions are here.

  • How long will I have to wait for an engineer?

    We will always aim to have an Engineer with you as soon as possible – but sometimes it does depend where you live.

    Once we’ve spoken to you about your claim, we aim to our Engineers to you within an average of 72 hours. We are working hard with our Service Network to bring this down to within 24 hours. Naturally we have to cater for all areas of the UK - so response time can depend on where you live. Getting an Engineer to Oxford for example is far easier and quicker than to the Northernmost tip of Scotland! But in all cases - rest asured - we’ll be there as soon as we can!

    Your Engineer will then call you on the day of your appointment to update you on their arrival time, and you'll be able to to track your claim onlinne.

  • Can I use my own engineer?

    We use our Engineer Network for all our repairs, so don’t worry about arranging your own engineer. We’ll do the leg work for you as it’s all covered already under your policy.

    When you register a claim, the skill set required is matched to the nearest available engineer, so we know they’ve got the training, skills and parts to deal with your particular appliance and problem.

    Any costs not authorised by our Engineer Network are not covered under this Extended Warranty. 

    A full list of What is and What is Not Covered is included in our Policy Terms and Conditions.

  • Can you repair all makes of appliances?

    Yes, we cover all brands of appliances and products listed on our site under the APPLIANCES section.

    In the event that the parts for a product are no longer available we will base our settlement on the replacement cost of a product of similar specification and functionality at the time of the breakdown, subject to the Terms and Conditions of your policy.

Your Account

  • What happens if I move home?

    Good luck on your move. You will need to let us know your new address by either updating your details by logging in to your MY ACCOUNT area here, or just call us on 0800 999 7878 and we’ll get this updated.

    We’ll send you a new Schedule document with your new address on.

  • What if I want to change my payment details?

    No problem at all. You can request to update your payment details by logging in to your MY ACCOUNT area here, or just call us on 0800 999 7878 and we’ll get this updated.

  • Can I change my level of cover?

    Absolutely, you can change at any point by logging in to your MY ACCOUNT area on the website and request to amend the items you wish to cover. Or you can give us a call on 0800 999 7878 and we’ll walk you through it.

    We’ll then issue you with a new Schedule document. If you are adding more items there will be an additional charge - but that should qualify you for additional multi-product discounts. The more you add - the more you save.

  • Does my cover renew automatically every year?

    Yes, your cover renews automatically for your convenience, unless you tell us otherwise. But we’ll be in touch to confirm this with you nearer the time.

  • I haven't received my documents

    Not a problem. You have 24 hour access to all of your documents in the MY ACCOUNT area of the website which you can log into here. This allows you to download the documents when you need them.

    The username is the email address you used to sign up for the policy. Your password was sent to you in your welcome email.

    We don’t post any of the documents out (we’re doing our bit to stop the planet going KAPUT!) but we will have emailed them to you. The mail may have got caught up in your spam folder as it has an attachment – probably worth checking and adding customerservices@kaput.co.uk to your safe sender list.

    If this doesn’t solve it and you still can’t get your documents – just give us a call on 0800 999 7878 and choose Option 3 for Customer Services.

  • How do I cancel my cover with you?

    We’re sorry to hear that you want to cancel your cover – but we’ll get this sorted for you. Just give us a call on 0800 999 7878 and we’ll take you through the process. You can cancel your policy at any point during the Period of Cover.

    An administration charge may apply for processing a cancellation, depending on your method of payment and the length of time of the policy. You can read our Refund and Cancellation Policy or check our full Policy Terms and Conditions for more detail. 

  • I have changed my appliance, how do I update my policy?

    Simple. You can request to amend your appliance details by logging in to your MY ACCOUNT area using the email address you signed up with and the password sent to you in your welcome email.

    If you prefer to speak to a real person to make the changes, just give us a call on 0800 999 7878 and select “option 3” to add an appliance, and we’ll walk you through the simple process.

    Please have your policy details to hand when you call, along with all the relevant details for you appliances.

  • How do I reset my password?

    You've forgotten your password - no drama.

    You can simply get it reset by clicking on the "Forgotten Your Password" button on the homepage, under "MY ACCOUNT".

    If you're using a smaller device, such as a smartphone or tablet, then you can access the "Forgotten Your Password" button by selecting the Menu image in the top left, and scroll down to the green button.

    If you're still having problems, just give us a call on 0800 999 7878.

  • How do I register my appliances?

    We do need you to register your appliances before the policy is fully activated. 

    If you didn’t provide all of the Type, Make, Model, Age and Purchase Price for each appliance when you applied, you can login to the MY ACCOUNT area of the website and fill in any information that you missed. You must do this within 14 days following your original purchase application and you can change each appliance only once during this time. 

    If you have missed details, we will contact you to remind you to complete the details, which we can do over the phone, or you can update your Appliance details using the MY ACCOUNT area after your first login.

    We will need these details to complete your policy application. If you don't provide this information in full, and we still can't get in touch with you to confirm it after the initial 14 days, we do reserve the right to cancel your policy as we need to know which appliances we're actually covering.

    Any problems at all, please give our Customer Service team a call on 0800 999 7878.

  • What should I do if I'm not happy?

    We’re passionate about Customer Service, so if you’re not happy with any part of our service, please talk to us so we can understand and resolve any problems you’ve experienced. Please call us freephone on 0800 999 7878 Option 3 for Customer Services and we’ll jump on it. Details on How to Make a Complaint are here.

    If you prefer to deal online please email us at hello@kaput.co.uk, send us a message from this website here or you can speak to us on Live Chat or click on the CHAT HERE green button on the bottom right of your screen).

    You can also find our full complaints procedure in our Terms and Conditions here.

None the Wiser?

  • My question hasn't been answered here!

    We're here to help – just get in touch and we’ll answer your question. Which method is best for you?

    Call: 0800 999 7878

    Email: hello@kaput.co.uk

    Webform: Click Here

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