Sales Open 24 Hrs 0333 996 9888

Reliable And Straight Forward Cover For All Your Home

Frequently Asked Questions

Why are 1000s of home-owners and landlords joining Warranty People?

Warranty People provide you nationwide coverage with local offices near to your location. You will have access to over 3000 engineers in UK. Plans included with parts & labour. Plans with unlimited call outs & claims.

We always use new parts for repairs. No hidden labour fees and call out charges. A Fantastic First Fix Ratio of over 95%. We can be with you in as little as 4 hours.

FAQ: Joining Warranty People

What are your opening hours?

Our opening hours are:

Emergency Claims: 24/7/365
Sales: 9.00 AM – 7.00 PM Monday to Friday and 10.00 AM – 1.00 PM on Saturday
Customer Service: 9.00 AM – 5.00 PM Monday to Friday (closed weekends)
General Claims: 9.00 AM – 7.00 PM Monday to Friday and 10.00 AM – 1.00 PM on Saturday

Can I sign up today but choose a future date for my cover to start?

Yes, you can choose a future date to start your cover. During the checkout process, you will have the option to select the “plan start date”. Please note: Your first payment will be taken within 5-7 working days of signing up, followed by 11 monthly payments commencing one month after your selected cover start date.

Is your call centre UK based?

Yes, we have 24/7 hour UK based call centre for claims. Also, our sales office, and head office based in the UK.

If I sign up today, how soon does my cover start?

Your cover will start from the same day, but there will a cooling off period of 14 days. During the cooling off period you cannot make a claim or service / repair request. This is to prevent claims being made for pre-existing faults and helps us to keep our prices low.

If your cover is expiring with some other provider, then we recommend that you should start your cover 15 days advance before the expiry of the existing cover. You can call our sales team on 0333 996 9888 and they will adjust the first payment date 15 days after the cover start date of your cover.

I'm interested in signing up, can I speak to someone over the phone?

Yes, our sales advisors are available between 9.00 AM to 7.00 PM from Monday to Friday and between 10.00 AM to 1.00 PM on Saturday. You can call us on 0333 996 9888 and select option 1

What is the exclusion period as I left my previous provider a few weeks ago?

We have a cooling off period of 14 days. During the cooling off period you cannot make a claim or service / repair request. This is to prevent claims being made for pre-existing faults and helps us to keep our prices low.

Are repairs carried out by your own engineers?

We have in-house team of engineers to carry out the service and repair requests. However, we have tie-ups with 4000 engineers, throughout the UK. You will be served by the local engineers close to your location. We aim to reach you as within 4 hours*.

Are Warranty People engineers vetted and approved?

Absolutely, all our engineers are vetted to ensure the highest possible standards, we:

  • Audit and inspect jobs upon completion.
  • Hold a copy of their Public Liability Insurance on file.
  • Inspect their relevant trade qualifications, such as their Gas Safe® Registration, to ensure that they are fully qualified to carry out your repair.
  • Put service level agreements in place to ensure your expectations are met.
  • Ensure they adhere to Health and Safety regulations.
What happens once I signed up for a plan?

Once you’ve signed up for a plan, you will receive an email or hard copy through post from us. Welcome email or hard copy will have your login and other details to our client portal.

Please log in and complete as much information about your boiler as possible or call us and we will fill other information for you.. The more information you provide, the quicker and more effectively we will be able to deal with any future service / repairs. Then you can sit back and relax. From the portal you can also download and view your details and also can raise and track a request. We recommend you do this when you first log-in as it gives you all the information you need about your policy and how to contact us.

Is there an excess to pay if I make a claim?

When you sign up you can choose your plan with or without an excess. If you choose to pay an excess during the sign up process it will lower your monthly premium, but you will be required to pay the chosen excess amount each time you make a claim.

Can i switch from an excess plan to no excess plan?

Yes, this is possible. Please call our sales team on 0333 996 9888 and they will check your account to see if we can switch you excess plan to no excess plan.

About Your Boiler

Do you cover all makes and models of boilers?

We cover almost all makes and models of domestic boilers that are powered by natural gas. We can cover, fix, service & repair all major brands, some of the popular brands we cover are Worcester Bosch, Vaillant, Viessmann, Ideal, Baxi, Glow-worm, Potterton, Alpha, Intergas, Vokèra and many more.

We do not service or repair: LPG boilers, thermal store boilers, solid fuel boilers, oil boilers, electric boilers, back boilers, or any dual purpose boilers.

My boiler is very old, will you still cover it?

Yes, We will cover boiler of all ages, providing your boiler is powered by natural gas, has no pre-existing faults and is in good working condition when you sign up. However, feel free to speak with our sales representative on 0333 996 9888 and we will try to answer all your concern.

Is the free boiler service a one off or is it included every year?

It’s included every year with our Boiler-Silver and Boiler-Gold plan, you will be entitled to get a free annual boiler service within each year of your contract. There will be no excess or call out changes for free annual boiler service.

This time we are offering free annual boiler service with our Boiler-Bronze for the first year of the contract period.

Would I have to have my boiler serviced before you cover it?

No, providing that your central heating system and boiler were in good working condition, with no pre-existing faults, at the time of starting the cover with us.

Do you need to service / inspect my boiler before it’s fully protected?

No, we don’t need to service / inspect your boiler. However, there is 14 days cooling off period. Also, by signing up to our agreement you are confirming that your boiler and central heating system are in good working condition, with no pre-existing faults at the time of starting the cover with us.

Can I reduce the monthly premium by adding an excess charge?

Yes, you can reduce your monthly / yearly premium by adding excess charge. Currently, we have three options: no excess, £50 excess, and £100 excess. If you choose the £100 excess your monthly premium will be lower, however you must pay the excess amount each time you make a claim.

Boiler Breakdown & Servicing

Is the free boiler service a one off or is it included every year?

It’s included every year with our Boiler-Silver and Boiler-Gold plan, you will be entitled to get a free annual boiler service within each year of your contract. There will be no excess or call out changes for free annual boiler service.

This time we are offering free annual boiler service with our Boiler-Bronze for the first year of the contract period.

Would I have to have my boiler serviced before you cover it?

No, providing that your central heating system and boiler were in good working condition, with no pre-existing faults, at the time of starting the cover with us.

Do you need to service / inspect my boiler before it’s fully protected?

No, we don’t need to service / inspect your boiler. However, there is 14 days cooling off period. Also, by signing up to our agreement you are confirming that your boiler and central heating system are in good working condition, with no pre-existing faults at the time of starting the cover with us.

Can I reduce the monthly premium by adding an excess charge?

Yes, you can reduce your monthly / yearly premium by adding excess charge. Currently, we have three options: no excess, £50 excess, and £100 excess. If you choose the £100 excess your monthly premium will be lower, however you must pay the excess amount each time you make a claim.

Pricing & Payments

Can I pay by monthly direct debit?

Yes, all our plans are paid by monthly direct debit.

Can I pay annually instead of monthly direct debit?

Yes, all our plans come with the option to pay by yearly direct debit also. However, we are not charging any interest on monthly direct debit payment so we can’t provide any discount on yearly direct debit payment.

Can I change my direct debit bank details?

Yes, you can update your bank details for monthly/yearly direct debit payment. If you wish to update your bank details for your direct debit please give us a call on 0333 996 9888 – and Press Option 3. Unfortunately, we are not able to change the direct debit payment date.

What are the prices at the time of renewal?

We can not predict the future prices since price depends on so many external factors such as inflation, tax rates and the operating costs. However, your current price is fixed for 12 months from the cover start date.

If, there will be any change in your cover prices then we will inform you about the new prices in advance. However, we can ensure you that we only raise our price marginally (only if it is required to take care ofinflation, tax rates and the operating costs, else your price will be same).

Are there any discounts available on boiler cover?

All our cover prices are already highly competitive and we review our prices constantly.

We run promotional and discount offers from time to time on our website. Please feel free to call our sales team on 0333 996 9888 to check if they can offer you some discount.

FAQ: Making a Claim

What is the difference between an urgent repair and an emergency?

We will always treat loss of hot water as an urgent repair, and we will treat complete loss of heat as an urgent repair during the winter months (September – February).

We aim to attend all urgent situations by the same day (if you make a complaint before afternoon) but no later than the following working day, when suppliers are open and parts are available.

Under the terms and conditions of your agreement, an emergency situation would be defined as a sudden and unforeseen escape of water or uncontrollable water leak that:

  • Can’t be stopped by turning off the stop tap
  • If left unattended until the following working day would cause further damage to your property
  • Cannot be contained for at least seven hours by putting a container under the leak.
If I make a claim, what are your average response times?

For emergency repairs (uncontrollable water leaks) and car breakdown cover plan, our average response time is two hours*. For urgent repairs (loss of heat or hot water), our average response time is 6 hours*. We will try our best to schedule all other general repairs for a day and time slot to suit you.

Do you use new genuine manufacturer approved parts for repairs?

Yes, all parts used are brand new, genuine, and manufacturer approved, where applicable.

Coverage

Do you cover my area?

Yes, we cover almost all areas of the UK through our network of engineers. Our engineers are gas safe registered and we also collaborated with most major boiler and appliance manufacturers to serve our customers.

What types of property do you cover?

We cover almost all types of properties providing that the property solely used for domestic purposes only. However, feel free to speak with our sales representative on 0333 996 9888 and we will try to answer all your concern.

Do you cover flats?

Yes, we cover almost all types of domestic properties.

Do you cover commercial properties?

No, at this moment we can only cover domestic properties and not able to cover any property you are using for commercial purpose.

Do you offer service plans for mobile homes?

No. We are sorry, but at this moment we are not offering any service plan or covering mobile homes.

Do you cover Saniflo toilets?

No, Saniflo toilets are excluded from the scope of cover as we can only cover standard toilets.

Do you cover and / or service gas fires?

No, none of our service plans include repairs or servicing of gas fires.

Existing Customers

How do I update my contact details?

To update your contact details, either call us on 0333 996 9888 or go to your customer portal to make the necessary changes.

I have moved house, can I change my address online?

No, you will need to call us on 0333 996 9888 so an advisor can make sure your new property is eligible for cover.

What will be the renewal price?

You will receive an email 30 days before the end of your policy advising you of your renewal price. Please ensure your email address is up to date within your customer portal. Occasionally email filters may send this email into your spam folder so be sure to check. If we do not receive any correspondence from you within those 30 days your contract will renew for an additional 12 months.

If, once you receive your renewal notice, you decide you wish to cancel the policy, please call us on 0333 996 9888. Please note cancelling your direct debit does not terminate the contract.

How do I cancel my plan/policy?

You may cancel your service plan by writing to us at Cwp, 85 Greengate, Manchester, England, M3 7NA. Cancelling a rolling service plan requires 30 days notice, which can be given at any time after the initial 14-day cooling off period from the start date or the annual anniversary of your service plan, provided that a claim or service has not been completed. The maximum cancellation charge is £120 and is applied for every 12 months of cover, beginning on the start date of your service plan.

The cancellation process will be outlined in detail on your terms and conditions booklet. You can also call us on 0333 996 9888 for cancellations.

Please note – cancelling your direct debit does not cancel your contract with us.

What is your complaints procedure?

We constantly look to improve our systems and procedures to ensure the highest levels of service; however, we do appreciate that we don’t always get it right. We use all feedback, positive or negative, in a constructive way to help improve our ongoing service levels. You can call us on 0333 996 9888 to register a complaint.

The policy/plan holder has passed away. How do I cancel or transfer the policy/plan?

There are three options available when a policy/plan holder has died:

  1. If the policy/plan is no longer required, we can cancel it for you. We will require the date of death to cancel the policy. If you would like a refund of balance term then we need a copy of the Grant of Probate (in England and Wales) or the Grant of Confirmation (in Scotland) to process your request and initiate a refund (if possible). In the interests of processing your request as quickly as possible, please send this documentation to: Warranty People Limited Cwp, 85 Greengate, Manchester, England, M3 7NA
  2. We can transfer the policy/plan to another person if they are eligible under our Terms and Conditions. Please note that the policy/plan will only continue until the renewal date. Please contact us on 0333 996 9888 and our advisor will help you.
  3. If the property is being sold, all plans will need to be cancelled or transfer. Please contact us on 0333 996 9888 and our advisor will help you.

 

I have Power of Attorney/Court of Protection over a policy/plan holder. How do I inform you?

To enable you to speak to Warranty People on behalf of the policy/plan holder, we will need to see a copy of the Power of Attorney, the Court of Protection document or a letter of authorisation from the customer. We will retain a copy of this documentation for future contact purposes and return the original to you. You can provide this documentation to us in two ways: