Frequently Asked Questions

Signing Up

FAQ Point Can I have more than one item insured?

Of course, it couldn't be easier. Just click 'Add Another Gadget/Appliance' during the quote process. You get 5% off for every additional item you insure with us (up to 15%!)

FAQ Point How do I get 20% off?

We knew you were savvy. Apply for an annual policy and cover four or more items and you'll get 20% off. Simple.

FAQ Point Do I need proof of purchase or a receipt?

In a word, yes. You will need these if you wish to make a successful claim. You can always send this to us at the start of your policy so we don't have to ask for it if you need to make a claim. Be smart and send it now to customerservices@row.co.uk using your policy number in the subject of the email.

FAQ Point Can I insure someone else's appliance?

Well, you must own the appliance that you insure; however your immediate family over the age of 16 who reside with you can use the appliance and be covered. You can also pay for someone else's insurance, but they must be named on the policy and own the appliance insured under the policy. For full details, see our terms and conditions here.

FAQ Point My appliance does not appear on your list!

Oops! Not a problem, if your appliance does not appear on the list then please select 'Other' and the cover amount that you need. Or if you prefer, you can send us an email at customerservices@row.co.uk.

FAQ Point Do you do commercial appliance insurance?

Nope, sorry! You can't insure an appliance if it is used for a commercial purpose or on a commercial premises.

FAQ Point What payment methods can I use?

We like to make payment as easy and convenient as possible. You can opt to pay either monthly via direct debit or annually via debit/credit card. It couldn't be easier.

The Cover

FAQ Point What documents will I receive?

You will receive an email containing your username to access our customer service centre where you can view all of your policy details. This includes the policy document, terms and conditions and key facts about our policy. You will also be able to update your password here, add items to be insured, change address... basically everything!

FAQ Point Can I change my payment date?

Yes of course. Just call or email us from the email address associated with your account to set up the new date for the payment to be collected.

FAQ Point What is covered under this policy?

We cover accidental damaged and breakdown of your appliances, the full details of the cover can be found in our terms and conditions here. It's important to note you must have owned the appliance since it was new and it's under 6 years old at the time of application for the insurance.

FAQ Point Who is covered under this policy?

Good news, your spouse or partner, children, brothers, sisters (all over the age of 16) and parents who permanently live with you at your address are all covered under this policy. Good, eh?

FAQ Point What are the main exclusions to the policy?

The full details of all exclusions can be found in our terms and conditions here. take the time to read them!

FAQ Point When does my cover start?

Your cover begins when you have made your first payment. If you are paying annually your cover will begin immediately or if you are paying on a monthly basis your cover will start when your Direct Debit payment is successful

FAQ Point Can I change the start date of my policy?

You cannot change the start date once you have set up a policy online, please cancel and set up your policy again to the date you wish it to start. If you want your policy to start immediately you can set up an annual policy via a card debit payment. Also, you get a 5% discount for paying on an annual basis, even better!

Claiming

FAQ Point How do I make a claim?

All claims must reported via our customer service centre here. Take a look at our terms and conditions, which can be found here for the full guide on how to make a claim. If you get stuck at any point please call our customer service team on 0844 3186871, they'll be happy to help!

FAQ Point Is there an excess to pay?

Yes, there is an excess which needs to be paid before a claim can go ahead. This is £50 for all appliances with cover amount of less than £500, for all appliances insured for £500 and over the excess is £100. An additional excess of £50 will be applied for claims within the first 3 months of the policy start date.

FAQ Point If I claim what will my appliance be replaced with?

We know how attached you get to your household appliances, so they will be replaced with an identical one or one of similar specification and price band if one cannot be found e.g. the appliance model is out of date. If your appliance was repaired, we will provide a 90 day guarantee should your appliance breakdown again for the same reason. If we replaced your appliance we will offer a full 12 month breakdown warranty. Fantastic!

FAQ Point How many times can I claim?

Unlike many other providers, we allow you to claim up to 3 times per year per policy. Please take a look at our terms and conditions for full details.

FAQ Point How long does a claim take?

We know how annoying and inconvenient it is when your appliances are out of action. So, once we have approved your claim, we aim to sort a repair within 72 hrs. If we can't repair your appliance we may replace your appliance with the same or similar model. See our terms and conditions for full details on this topic here.

General Questions

FAQ Point Who are we?

Let us introduce ourselves! We are the UK's number one provider of quality insurance that you can manage online or over the phone with a friendly adviser. We believe we offer the best value insurance products for you, your family and any business. Basically, we offer great insurance that meets Your Budget!

FAQ Point I didn't receive my documents!

Oops sorry about that! Firstly, check your email spam folder as emails have a pesky habit of ending up here. If it is not there or the link containing your login has expired, please email us using the email address associated with your account. Or of course you can give us a call. FYI: we only email our policy documents to reduce our carbon footprint and reduce policy costs for you!

FAQ Point I've lost my terms and conditions for my policy!

How annoying! Don't worry, you can log into your account here and Sorted.

FAQ Point I have changed my appliance, how do I update my policy?

No problem. Just email customerservices@row.co.uk or call us on 0844 318 6870.

FAQ Point What should I do if I'm not happy?

We're sorry to hear that, especially as we want you to be really happy with our service and strive to ensure customer satisfaction. Let's get it sorted. Email customerservices@row.co.uk for help and if that doesn't hit the spot, please email our customer satisfaction team via complaints@row.co.uk. You can also find details of the full complaints procedure in our terms and conditions here.

FAQ Point My question hasn't been answered here!

Eek, we can't have that! Please email customerservices@row.co.uk or give us a call us on 0844 318 6870. We're all ears.
Star icon

We were a What Mobile awards finalist

Heart icon

Our customers love us
4.7 rating on Google

Shield icon

We've insured over 100,000 gadgets & appliances

Duck icon

Our call centre & support team are all in the UK

Why choose ROW

Get protected against accidental, electrical and mechanical damage from just £1.49 a month.
Optional extras include loss, theft and unauthorised call cover for a further £1 a month.
PLUS 20% off when you insure 4 or more gadgets on an annual basis.

  • White tickLow Cost
  • White tickFlexible Payments
  • White tickMake Multiple Claims^
  • White tickLow Excesses
  • White tick14 Day Money Back Guarantee
  • White tickUp To 20% Discount*

Featured Products

Mobile Phone
Insurance

Small mobile

Tablet
Insurance

Small tablet

Gadget
Insurance

Small watch

Appliance
Insurance

Washing machine

Popular products