Gadget, Appliance, Boiler and Home Emergency Insurance FAQs | Row.co.uk Review

Signing Up
The Cover
Claiming
General Questions

Signing Up

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%!)

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.

I bought my gadget from an auction site, can I insure it?

Absolutely, but you must have proof of payment and that the vendor is a VAT registered entity, and bought it as new. In other words, the receipt from the store you bought it from must include a VAT number and proof of its IMEI number if you're insuring a gadget with airtime capability. One other thing, the gadget must also be under 12 months of age at the time of application.

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 [email protected] using your policy number in the subject of the email.

Can I insure someone else's gadget?

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

My gadget does not appear on your list!

Oops! Not a problem, if your gadget 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 [email protected].

Do you do business insurance for gadgets?

Absolutely. Take a look at our business page here for details.

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

What documents will I receive?

You will receive an email containing your username to access our customer service site 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 too.

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.

What is covered under this policy?

Here's a brief bullet point summary and details of the full cover can be found in our terms and conditions here:

Cracked screens
Accidental Damage
Liquid damage
Immediate family cover
International cover for 45 days
Breakdown
Loss, theft and unauthorised call cover, if selected
Accessory cover for up to £100 (see terms & conditions for details)

What is covered under my TV policy?

We cover breakdown of your television. 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 television since it was new and it's under 12 months old at the time of application for the insurance.

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?

What are the main exclusions to the policy?

We're glad you asked. Some of our main exclusions are listed below, but the full details of all exclusions can be found in our terms and conditions here:

The handset must have been bought as new from a UK retailer; VAT registered in the UK and be no more than 12 months old at the time of purchase of this insurance.
You must be over 18 years of age to purchase this policy.
Theft or loss due to the gadget being unattended e.g. leaving your gadget on a bus or taxi.
Any incident arising from abuse, misuse or neglect.
A malfunction caused by a software virus or any other software malfunction.
Claims within 14 days of the policy start date. This is to help us prevent fraudulent claims so we can keep our legitimate customers premiums as low as possible.

How long am I covered for abroad?

We're glad you asked. You are covered for up to 90 days abroad.

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

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

How do I make a claim?

All claims must reported via our customer service centre here. Take a look at our 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!

Is there an excess to pay?

Yes, there is an excess which needs to be paid before a claim can go ahead. This is £40 for all gadgets with cover amount of £200 or less, £75 for all others except laptops which have an excess of £80. An additional excess of £30 will be applied for each of the following: Loss or theft, international claims and claims within the first 3 months of the policy start date.

If I claim what will my gadget be replaced with?

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

How many times can I claim?

Unlike many other providers, we allow unlimited accidental damage claims for each policy. The number of claims for theft or loss is limited to one per policy period.

How long does a claim take?

We know how annoying and inconvenient it is when your gadget's out of action or stolen. So, once we have approved your claim, we aim to sort a replacement gadget within 24hours if it's been lost or stolen. Or if it's been damaged we'll get it into our repair centre ASAP and aim to have it back with you within 3 working days once the gadget has been received. Now that's super fast. Repair timescales for televisions can vary due to the availability of parts but we will repair it as quickly as possible!

General Questions

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!

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!

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

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

I have changed my gadget, how do I update my policy?

No problem. Just email [email protected] or call us on 0203 411 9409.

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 [email protected] for help and if that doesn't hit the spot, please email our customer satisfaction team via [email protected]. You can also find details of the full complaints procedure in our terms and conditions here.

My question hasn't been answered here!

Eek, we can't have that! Please email [email protected] or give us a call us on 0203 411 9409. We're all ears.

Signing Up
The Cover
Claiming
General Questions

Signing Up

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%!)

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.

Do I need proof of purchase or a receipt?

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.

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 [email protected].

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.

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

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!

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.

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.

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?

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!

When does my cover start?

Can I change the start date of my policy?

Claiming

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!

Is there an excess to pay?

Yes, there is an excess which needs to be paid before a claim can go ahead. This is £65 for all appliances with cover amount of less than £500, for all appliances insured for £500 and over the excess is £125. An additional excess of £65 will be applied for claims within the first 3 months of the policy start date.

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!

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.

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

Who are we?

I didn't receive my documents!

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

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

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

No problem. Just email [email protected] or call us on 0203 411 9409.

What should I do if I'm not happy?

My question hasn't been answered here!

Eek, we can't have that! Please email [email protected] or give us a call us on 0203 411 9409. We're all ears.

General Questions
What is Covered for Plumbing Emergencies?
What is Covered Outside?
What is Covered Regarding Pests?
Claiming

General Questions

What is considered an emergency?

An emergency occurs when a sudden and unforeseen situation which, if not dealt with quickly, would make the insured property unsafe, insecure and/or cause damage or further damaged to the insured property.

Am I covered if my house is burgled?

Under the policy we would make your home safe and secure again until a permanent solution could be found by you or your property and/or contents insurance. Please note, home security is not covered under our boiler only policy.

What will happen if my home becomes uninhabitable?

If it has not been possible to resolve your emergency, you would be provided with overnight accommodation up to £250. Please note, overnight accommodation is not included under our boiler only policy.

Isn’t all this covered under my home and contents insurance?

Probably not! Home and contents insurance often does not cover actual emergencies. Row.co.uk provides cover to compliment your existing home insurance policy, aiding in emergency situations.

Do you cover house shares, flats or lodgers?

Our superb policy covers various types of properties including flats etc. Please check our full policy terms and conditions here for domestic properties or here for landlords to get the full story.

Do you cover let properties?

We offer a landlord policy which is for domestic landlords only. Retail, commercial, and other premises used for business are not eligible for this cover. We will cover your property which is a house, bungalow, self-contained flat or maisonette that is owned by you and the occupants of the property are named in the tenancy agreement.

When does my policy begin and how long am I covered for?

Your policy start date will be shown on your certificate of insurance. Your policy will be on either an annual basis which continues for a period of twelve months or a monthly renewable basis.

Do you cover Oil and Electric boilers?

No, this policy provides cover for Gas Boilers Only.

Is there an age limit for boilers?

If you have selected Boiler cover, we cover boilers up to 15 years old.

Is an annual service included with my cover?

No, a boiler service is not included as a standard (unless stated otherwise in your policy certificate). Your boiler must be maintained and serviced in accordance with the manufacturers recommendations. Don't worry though, we're happy to help! You can contact us if you need a service as we can arrange one for you at a low cost. Be aware, that lots of other companies tell you to contact them to service your boiler, we call you to make sure it’s all done and dusted. We can help landlords with their CP12 too.
In the event of a claim for boiler breakdown, you will need to provide proof of the service and a valid CP12 certificate for let properties only.

What is Covered for Plumbing Emergencies?

Is my toilet covered?

If plumbing and drainage is included under your selected cover, we will provide assistance for the bursting or sudden leakage of water pipes within your property or failure of or damage to underground drains or sewers. Toilets are also covered under this section if it is the only toilet in the house that is inoperable. Please note, plumbing emergencies are not covered under our Boiler only policy.

Are my taps and shower covered?

We will provide emergency assistance if your taps or shower continue to leak when not in use meaning that internal flooding or water damage is a likely consequence. We do not cover dripping taps or other non-emergency situations. Please note, this type of emergency is not covered under our Boiler only policy.

Is my stopcock covered?

Absolutely, if it is within the property boundaries.

What is Covered Outside?

How is my roof covered?

Our Home Emergency Insurance is not a maintenance product so would not cover situations such as tiles falling off the roof. However, if you experience damage to the roof of the insured property caused by adverse weather conditions or fallen trees, this would be covered under the Complete Cover policy. It is advised to check your policy documents to check which level of cover you purchased. This is a ‘make safe’ policy and for example in this situation a tarpaulin may be used to prevent further damage.

What is Covered Regarding Pests?

What type of Pests are covered?

Our Home Emergency policy assists with an infestation of the following pests: rats, mice, cockroaches, hornets and wasps' nests.

Claiming

How do I make a claim?

If you hold a domestic policy, please call: 0345 030 5925
If you hold a landlord policy, please call: 0345 030 5926

Our terms and conditions can provide you more information about how to make a claim.
Gas leaks must be immediately notified to the National Gas Emergency Service on 0800 111 999 before calling the claims team.

Is there an excess to pay when claiming?

This depends on what you select when you set up the policy. We offer a £95, £60 or no excess option. There is a minimum compulsory excess of £60 on all claims made within the first 90 days of cover if you have selected no excess.

Are call-out charges, labour and parts included?

This policy has a claims limit of up to £5,000 per year, and up to £2,500 per claim (inclusive of VAT). You can claim up to 3 times a year covering; call outs, parts and labour.

What engineers will be sent to fix my broken boiler?

We will only ever send out fully qualified and Gas Safe registered engineers. We want only the best for you.

What happens if you cannot fix my boiler?

If you have selected Boiler cover, if we deem your boiler unrepairable and it is under 6 years old, we will provide a £500 contribution towards the cost of replacing it so your home will have heating and hot water once again without compromising the quality of your heating system. If your boiler is over 6 years of age and we deem it beyond economical repair, then we will give you a contribution of £250.

If you have a landlord policy and we deem it beyond economical repair, we will give you a contribution of £250.

Please note the boiler replacement contribution does not apply within the first 30 days of your policy start date.

General Questions

General Questions

What happens if my vehicle breaks down at the roadside?

Don’t panic, we are ready to help! If your vehicle breaks down in the UK, call our 24-hour rescue line and request assistance. Just quote your registration and have your location and contact number ready. First, we will attempt to repair your vehicle by the roadside, but if this is not possible, we will arrange vehicle recovery to the nearest garage able to do the repairs. If all else fails, we will arrange transport for you, your vehicle and the passengers to your home address or original destination.

What happens if my vehicle breaks down at home?

We get that breaking down at home can happen, therefore, we will assist you at home or within a one-mile radius of your home address. If a repair cannot happen within that one-mile radius, we will arrange vehicle recovery to the nearest garage able to undertake the repair.

How quickly will you come out to me?

We never want to leave you stranded, that’s why we aim to have a Recovery Operator with you in just 60 minutes, however, this may vary in mainland Europe, depending on your location.

Will you take me back home if you cannot repair the vehicle abroad?

Although the idea of an extra few days away may sound nice, breaking down abroad can be stressful. Row will first try and repair your vehicle roadside and if this is not possible, recover you to a local garage for repairs. We may offer you alternative options of help in accordance with the breakdown cover policy wording to ensure there is little inconvenience. If the vehicle cannot be repaired within a reasonable amount of time, to be agreed between you and our Rescue Coordinator, we will recover you, your vehicle, and the passengers back to the UK.

Will you pay for labour or parts needed to repair the vehicle?

Unfortunately, any work carried out, other than roadside assistance will be a separate contract between you and the repairing garage. You will need to pay for all parts fitted roadside or at the repairing garage.

Do you pay for my hotel if I’m away from home?

We don’t want you stranded roadside overnight so depending on your circumstances we may decide to provide alternative accommodation. Within the UK, we will pay a maximum of £150 for a lone traveller or £75 per person towards the reasonable cost of overnight accommodation including breakfast for you and the passengers whilst the vehicle is being repaired. The maximum Emergency Overnight Accommodation payment per incident is £500

For European policies where breakdowns occur abroad and the vehicle cannot be repaired on the same working day and results in you not being able to stay at your pre-booked accommodation, the limit is increased to £150 per person for one night. The maximum Emergency Overnight Accommodation Abroad payment per incident is £1000

This process if on a pay and claim basis and authorisation must be gained from our Rescue Coordinator.

Am I covered in any car?

Our policy only covers the vehicle registered on our database. The registered vehicle is covered for any driver.

What happens if I change my vehicle?

Treated yourself to a new car? As our policy only covers the vehicle registered on our database, you will need to notify us of any changes immediately by contacting our Customer Services Department. All we need is your policy number, the new registration, make, model and colour of the vehicle, and the date you wish to make the change. If you do not notify us of the new vehicle details, we may not be able to supply you with a service.

If you have bought a newer car than the existing one on our system, you may be charged an additional premium, in no circumstances will a refund or credit be provided.

Are lost, stolen or break keys covered?

Yes (therefore no more lost key fear). We will dispatch the most appropriate form of assistance to deal with the situation and get you on your way.

What happens if I put the wrong fuel in my vehicle?

With our superb policy, if you put the wrong fuel in your vehicle, we will provide vehicle recovery for you and your vehicle to the nearest garage able to undertake the repair, or recover you to your home or original destination if this is not possible.

Am I covered if my vehicle runs out of fuel?

Thought you had more fuel than you did? Not to worry, you are entitled to assistance for lack of fuel or running out of charge. We will recover you, the vehicle, and the passengers to the closest fuelling facility.

What if my car is stolen or vandalised?

If your vehicle is stolen or vandalised, you should contact your insurance company.

How can I pay?

You can make payments from your credit/debit card or via direct debit, once we have received your payment your policy will begin, and you can be on the road knowing that you are covered.

How can I buy cover?

We like to make it simple for you. Just complete the online form and we will get you a quote as soon as possible.

I’m not happy, what shall I do?

OWe’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 [email protected] for help and if that doesn’t hit the spot, please email our customer satisfaction team via [email protected] . You can also find the full complaints procedure in our terms and conditions here

Frequently Asked Questions

Gadget Insurance FAQs

Appliance Insurance FAQs

Home Emergency Insurance FAQs

Signing Up

Can I have more than one item insured?

How do I get 20% off?

I bought my gadget from an auction site, can I insure it?

Do I need proof of purchase or a receipt?

Can I insure someone else's gadget?

My gadget does not appear on your list!

Do you do business insurance for gadgets?

What payment methods can I use?

The Cover

What documents will I receive?

Can I change my payment date?

What is covered under this policy?

What is covered under my TV policy?

Who is covered under this policy?

What are the main exclusions to the policy?

How long am I covered for abroad?

When does my cover start?

Can I change the start date of my policy?

Claiming

How do I make a claim?

Is there an excess to pay?

If I claim what will my gadget be replaced with?

How many times can I claim?

How long does a claim take?

General Questions

Who are we?

I didn't receive my documents!

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

I have changed my gadget, how do I update my policy?

What should I do if I'm not happy?

My question hasn't been answered here!

Signing Up

Can I have more than one item insured?

How do I get 20% off?

Do I need proof of purchase or a receipt?

Can I insure someone else's appliance?

My appliance does not appear on your list!

Do you do commercial appliance insurance?

What payment methods can I use?

The Cover

What documents will I receive?

Can I change my payment date?

What is covered under this policy?

Who is covered under this policy?

What are the main exclusions to the policy?

When does my cover start?

Can I change the start date of my policy?

Claiming

How do I make a claim?

Is there an excess to pay?

If I claim what will my appliance be replaced with?

How many times can I claim?

How long does a claim take?

General Questions

Who are we?

I didn't receive my documents!

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

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

What should I do if I'm not happy?

My question hasn't been answered here!

General Questions

What is considered an emergency?

Am I covered if my house is burgled?

What will happen if my home becomes uninhabitable?

Isn’t all this covered under my home and contents insurance?

Do you cover house shares, flats or lodgers?

Do you cover let properties?

When does my policy begin and how long am I covered for?

Do you cover Oil and Electric boilers?

Is there an age limit for boilers?

Is an annual service included with my cover?

What is Covered for Plumbing Emergencies?

Is my toilet covered?

Are my taps and shower covered?

Is my stopcock covered?

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