Please bee careful…
Can our warranty members still make a claim?
Yes. Currently, we are prioritising members emergencies and putting the most vulnerable members first. This, unfortunately, could take us longer to get to non priority appointments. We are working hard to get to appointments as soon as we can. If anyone needs to make a claim, please call us on 0800 781 8867*.
In the event someone is self-isolating.
The safety of our members and our employees is paramount. If someone in a household is self-isolating and it is not regarded an emergency, we will rearrange a visit after the recommended self-isolation period is over.
If it’s an Emergency.
As per guidelines laid out by the Government, and to help prevent the spread of the virus to other households and our employees, we will be unable to attend until it is classed as safe to do so. However, we still be able to help. All situations are different, so please call one of our agents on 0800 781 8867*. Hopefully, they will be able to advise you.
The measures we have put in place to help prevent the spread of coronavirus.
- Employees have an increased supply of anti-bacterial gel and wipes in their vans.
- Employees will no longer ask you to sign anything, instead they will ask your permission, sign on your behalf.
- If you need to sign a disclaimer then an employee will provide you with a paper version for you to sign which will be photographed and added to your digital job notes.
- Our employees will ask members to remain a minimum of 7ft or 2 metres away from their work area.
- All our team(s) are currently working from home.
Will pre-booked appointments go ahead?
Yes, unless we notified you otherwise.
If an appointment has been cancelled or needs to be rearranged, we will let you know either via text, telephone call or letter. If you are self-isolating? We will need to know.
Our priority is the safety of our members and employees, so if someone is self-isolating and it’s not an emergency, we’ll rearrange a visit after the recommended self-isolation period is over.
How we are keeping members safe during home visits.
Safety is our top priority. So before an appointment can be booked, we’ll ask:
1. Has anyone in your home been diagnosed with Coronavirus or showing symptoms?
2. Has anyone in your home been advised to self-isolate?
3. Is there anyone in your home that is classed high risk – i.e. over 70, diabetic, etc
If a member answers ‘yes’ to any of the above questions, we will have to assess the need for a visit and mutually decide what to do next. Emergencies will be prioritised, subject to Government guidelines, meaning we may need to postpone non-urgent visits for a later date.
Before a visit.
On the day of your appointment, we will call you and ask the same set of questions mentioned above. Just in case anything has changed since you booked the initial appointment.
While we are with you.
When we visit your home, we will take these additional precautions and steps:
1. Hand washing/sanitising will take place before, during and after their visit.
2. Wearing medical-grade gloves (clean ones for every appointment).
3. Specially fitted masks (respirators) may be worn – especially if someone is self-isolating.
4. You won’t be asked to sign anything. We will sign on your behalf.
5. Employees will social-distance, so please keep a 2 metre (7ft) radius of their work area.
How we classify an emergency.
We want to be clear on what is classed as an “emergency”. Here are a some examples.
An “emergency” is the sudden and unforeseen damage to something in your property covered by your warranty, which:
- Is a risk to health.
- Is a risk of loss or damage to your property.
- Makes a home uninhabitable.
An “emergency repair” is generally defined as: Repair work undertaken by us to resolve the immediate emergency and to prevent any further:
- Risk to health.
- Loss or damage to property.
- Risk that the building will be uninhabitable, in each case arising from the relevant incident.
If you’re unsure whether your claim is an emergency, please check the terms and conditions of your policy or contact us on 0800 781 8867*.
Who are vulnerable customers?
So we can ensure help is prioritised to those who need it most, here’s a few guidelines to help identify someone as vulnerable:
1. There is a health issue that requires the problem to be fixed quickly.
2. Over 70s in the winter.
3. Families with disabled children.
4. Disabled customers.
5. Families with children under 2 years of age
If you’re unsure whether you’re categorised as “vulnerable”, please contact us on 0800 781 8867*.
What if I have more questions?
If you feel you need a question answered, please contact us on 0800 781 8867*.
What next?
As the situation evolves we will continue to follow the latest Government advice and will update this page with further information.
*Lines are open 9am to 5pm weekdays, Saturday and Sunday we are closed. Calls from landlines and some mobile are free. Please check with your network provider.