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.
Who is Kaput?
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.
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. Furthermore we can collect monthly payments by Direct Debit with SlimPay on behalf of Smart Debit.
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.
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 5:30pm 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?
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, subject to the Terms and Conditions of the policy
Do I need proof of purchase or a receipt?
If you experience any issues with your equipment during the period of cover, you will be required to provide particulars the claim, proof of purchase and proof of the damage. The proof of purchase will need to be in the form of a receipt from a UK registered retailer, but we may accept a bank statement which can identify the purchase from a UK registered retailer. In order to deal with your claim fairly and promptly we may require you to complete and return a claim form which will be provided.
Appliances will 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.
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 12%.
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.
Is there an excess to pay?
Outside the first 30 days of the policy
You will be able to make a claim for losses up to the value of £500 per claim. Please note, if You make a claim within the first 3 months of the policy Start Date there will be an excess fee payable of £100 per claim to the Administrator. Subsequent to the first 90 days of the policy, the excess will be £25 per claim.
Items over the age of 6 years old
There will be an additional excess payable of £25 should You make a claim on any item over the age of 6 years old, for each and every claim.
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 10 years old.
Who is covered under this policy?
The person who applied for this insurance and is namd on the Policy Schedule as the policyholder along with any permanent members of the household. For tenanted properties the person named on the tenancy agreement along with any other permanent residents of the property.
What are the main exclusions to the policy?
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 30 days from the policy start date as shown on your Schedule.
How long will my cover last?
Whether you decide to pay annually or monthly for your policy, the cover will last for a minimum of 12 months.
What happens to appliances I have registered once they reach 10 years old?
Once an appliance or product reaches 10 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 30 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 keyfacts, Policy 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?
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?
In the first instance we will try to resolve the issues you are having with your equipment through the helpline. Our trained technical support team will be able to run basic diagnostics in order to try to have your system up and running straight away. If we are unable to resolve the matter over the telephone, we will send an engineer to you to repair your equipment.
(Subject to provisions of Betterment) In the event that Your Equipment cannot be repaired we will provide you with a replacement. If we cannot reasonably arrange a replacement, we will pay you a contribution towards the cost of replacing your equipment with equipment of a similar size and specification. The contribution will be in form of vouchers or if you decide to purchase
Is the cost of appliance parts covered?
Yes, all costs for parts, labour and call out fees are covered – Terms and Conditions apply.
The Repair Process
Who will repair my appliance?
We will always use one our approved engineers to carry out any repairs. When we are unable to provide an engineer, we may agree for you to arrange an engineer to repair the fault. In such unlikely cases, you will need to pay for the repair which we will reimburse you within 5-10 working days from the date we receive the invoice from you.
Do I have to arrange the engineer and is there a charge?
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.
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, 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 email@example.com 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 7878and we’ll take you through the process. 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, Serial Number, 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 firstname.lastname@example.org, 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.
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