Terms and Conditions
of the Extended Insurance Plan
Significant features and benefits explained
The following are definitions of the different types of
benefits available to you.
Breakdown
The cost of repair to the equipment following a
mechanical or electrical fault which stops the equipment
working properly.
1. Terms of replacement
We will always, subject to the full terms, conditions and
exclusions of your plan, repair your equipment unless:
a) we cannot repair it; or
b) we cannot obtain the spare parts to repair it; or
c) if it is under 5 years old and we can replace it for less than
the cost of the repair; or
d) if it is over 5 years old and the cost of the repair is more than
we will pay - see the box below
Age of Equipment
What we will pay
Over 5 years and up to 6 years
50% of the current retail price
Over 6 and up to 7 years old
40% of the current retail price
Over 7 years
30% of the current retail price
(The current retail price is the lowest price reasonably available)
•
We will only replace your equipment if we have agreed to do
so before a repair is carried out. When we have replaced
your equipment, your plan will end immediately and there will
be no refund of the fee you have paid. When we have
replaced your equipment you may dispose of the original
equipment if it is in your possession.
•
If we do not repair your equipment we will replace it with
equipment of the same or similar make and specification. For
equipment which is over 5 years old and up to 6 years old
we will ask you to pay 50% of the current retail price of the
equipment. For equipment over 6 years old and up to 7 years
old we will ask you to pay 60% of the current retail price and
for equipment over 7 years old we will ask you to pay 70%.
You must also pay us for our supplier’s delivery and/or
installation charges and any outstanding fee instalments.
•
If we cannot reasonably arrange a replacement we will pay
you a contribution towards the cost of the new equipment,
usually this will be vouchers redeemable from a retailer
chosen by us. We will calculate this contribution using the
age of your equipment and the current retail price, as shown
in the ‘What we will pay’ table above.
•
We will not be responsible for any costs that you may incur
to dispose of your original equipment.
2. What is not included in your plan
a) Costs provided by any manufacturer’s, supplier’s or repairer’s
guarantee or warranty.
b) The equipment being recalled by the manufacturer.
c) The cost of modifying the equipment.
d) Claims arising from your failure to follow the manufacturer’s
instructions.
e) Claims arising from using your equipment in a non-domestic
or commercial environment unless we agree to the use in
writing beforehand.
f) Theft, attempted theft, malicious damage or damage caused
by fire or explosion.
g) Claims arising from floods, lightning, storms, frost or other
bad weather conditions.
h) Claims arising from any problem with the supply of electricity,
gas or water.
i)
Costs if no fault is found with your equipment.
j)
Routine maintenance, cleaning and servicing.
k) Labour charges for work outside our repairer’s normal
working hours which are Monday - Friday 9am to 5pm.
l)
Repairs carried out outside the United Kingdom, unless we
agree otherwise in writing.
m) Costs arising from not being able to use your equipment
or from damage caused when the equipment breaks
down, including any costs to remove or reinstate built-in
or fitted equipment.
n) Cosmetic damage such as damage to paintwork or dents or
scratches to the equipment.
o) The cost of replacing any item or accessory that is intended
to be replaceable. These include: fuses, batteries, light bulbs,
fluorescent tubes and related starters, filters, attachments,
cables, plugs, light covers or rain covers.
p) Costs due to rust, corrosion or water damage.
q) Delivery and installation charges if a replacement takes place
as detailed in ‘Terms of replacement’.
r) Accidental Damage - The cost of repair to the equipment
following physical damage as a result of a sudden
and unforeseen cause which stops the equipment
working properly.
This plan will not protect against claims arising from third party
or personal injury.
3. How to arrange a repair
You can find details of how to arrange your repair in section 7 of
your plan document. If you need to contact us before this
arrives, call us on 08702 426 748.
You must use our approved repairer who will normally send the
repair bill to us so that you have no repair bill to pay. In the
unlikely event that we advise you to pay the repairer yourself,
we will tell you how to claim.
4. How to contact us or complain
•
Call our Customer Service Department on 08705 490 000.
•
Write to the Customer Care Manager at Domestic & General
Insurance PLC, Leicester House, 17 Leicester Street,
Bedworth, Warwickshire, CV12 8JP.
•
Email us at [email protected] or by clicking on
‘contact us’ at www.domgen.com.
We want you to contact us so that we know what you think of
us and the services we provide. We hope that you are satisfied
with our response to your enquiry. If you are not satisfied, you
can ask for your case to be reviewed by us and a final decision
made on behalf of the Managing Director.
If you are still not satisfied you can ask the Financial
Ombudsman Service to review your case. They can be
contacted at:
South Quay Plaza, 183 Marsh Wall, London E14 9SR
Email: [email protected]
5. Your right to change your mind / cancellations
•
You may cancel the plan at any time during the 14 day
period after receiving your plan document. If you have
already claimed for a repair you may be charged a £10
administrative fee. No refund will be due if you have already
claimed and this results in a replacement appliance or write
off settlement.
