Frequently Asked Questions
What is a protection plan?
Protection plans offer peace of mind in the event of an appliance breakdown. If your appliance experiences any issues you have access to our engineering department who will help over the phone if they can. If the issue persists they will arrange for a fully qualified engineer to visit as quickly as possible.
Our plans include:
- No call out charges and no excess to pay
- Unlimited repairs with manufacturer approved parts
- Access to a nationwide team of qualified and registered engineers
- A brand-new replacement appliance if yours cannot be fixed
What appliances do HomeShield Direct cover?
We offer protection cover for most household products. These include washing machines, cookers, fridges, fridge freezers, microwaves, washer dryers, tumble dryers and televisions.
What brands do you cover?
We cover the majority of household brands. If your particular brand is not showing on our site, please contact us for a bespoke quote.
Do you cover any age of an appliance?
We offer protection plans for appliances up to 10 years old.
How do I report my faulty appliance?
Call our UK call centre free on 0800 023 6178. Please have the make and model of your appliance and our engineering department will be happy to help with advice or book an engineer appointment for you.
How long do I have to wait for an engineer?
You will be contacted on the morning of your scheduled repair with a specific time slot (between 8am and 7pm). Where possible appointments will be tailored to your needs, you won’t have to wait all day for someone to arrive.
Are your engineers qualified?
You will have access to a nationwide team of qualified and registered engineers. HomeShield Direct is available throughout mainland England, Scotland and Wales.
Do you offer a guarantee on your repairs?
Yes. We offer a 60-day guarantee on all repairs.
What happens if the engineer can’t fix my machine?
If the engineer decides that your appliance cannot be repaired, then we will replace it with one of the same or similar specification, as stated in your plan terms and conditions.
Alternatively, if you would like to upgrade your current model for one with enhanced specifications, then this may be possible for an additional fee. For example, you may like to upgrade your TV to a larger or smarter model. This is subject to availability from our suppliers.
Will you install my new appliance and take the old one away?
We can offer delivery, installation and disposal of most products. These can be offered at an agreed additional cost.
How do I make alterations to my plan?
Please call our UK call centre free on 0800 023 6178 and speak to one of our customer service representatives.