Add to you peace of mind with Added Care

Added Care for your home appliance

Added Care for your television

Added Care for your technology

Added Care for your small appliance

Added Care for your
mobile phone

Added Care for your furniture

All electrical products you buy from us are guaranteed for a minimum of 2 years, at no extra cost. With Added Care, you'll enjoy the same benefits for a period of up to 5 years, while also adding further benefits not included in the original guarantee.

Added Care
for your home appliance

Extend your breakdown cover with Added Care for Home Appliances

Add to your peace of mind with a repair and protection plan for your home appliances

Includes
Setup and support

Our team is available by phone to help you get your product set up and working correctly, as well as to provide ongoing advice and support for any technical issues.

Annual maintenance checks

We’ll provide annual maintenance checks by phone from the first anniversary of your product purchase.

Breakdown

Added Care allows you to enjoy up to an additional 3 years of breakdown protection, after the John Lewis guarantee period has ended.

New for old replacement

If we can’t repair your appliance, we’ll arrange for it to be replaced with one of the same make and model. Or, when not available, one of a similar specification.

Refund on replacement

If your appliance needs replacing, we’ll refund the remaining months of your Added Care.

Old appliance disposal
Starts after John Lewis guarantee ends

If your product needs replacing we’ll dispose of your old one for free (this service does not extend to American-style fridge freezers, range cookers, and some direct from supplier orders).

At-home repairs

If we can’t help you resolve a problem by phone, we’ll arrange a home call out by one of our authorised technicians.

View terms and conditions

Added Care
for your television

Buy Added Care for 5 years' accidental damage cover

Add to your peace of mind with accidental damage insurance for your television

Includes
Accidental damage

If your television is damaged by an everyday knock, spill, bump or drop, Added Care means you won’t have to pay for repairs. That's worthwhile peace of mind, especially if you have children or pets, or even if you're on the move.

New for old replacement

If we can’t repair your television, we’ll arrange for it to be replaced with one of the same make and model. Or, when not available, one of a similar specification.

Collection or at-home repairs

Depending on the television, we’ll either collect it by courier for repair or arrange a call-out by one of our authorised technicians.

No excess

If accidental damage happens and you need to make a claim, there are no excess charges, saving you from claiming on your home insurance policy.

View terms and conditions

Added Care
for your technology

Buy Added Care for 2 years' accidental damage cover*

Add to your peace of mind with accidental damage insurance for your technology

Includes
Accidental damage

If your product is damaged accidentally, Added Care means you won’t have to pay for repairs.

New for old replacement

If we can’t repair your product, we’ll arrange for it to be replaced with one of the same make and model. Or, when not available, one of a similar specification.

No excess

If your product is accidentally damaged and you need to make a claim, there are no excess charges to pay and it won’t affect your home or travel insurance policies.

Worldwide cover

Your product is covered for accidental damage outside the UK for a period of up to 30 days in any 12 month period.

Collection or at-home repairs

Depending on the product, we’ll either collect it by courier for repair or arrange a call-out by one of our authorised and accredited technicians.

View terms and conditions

* When a 3-year John Lewis guarantee is offered on laptops, desktops, tablet computers and cameras, the Added Care will be a 3-year accidental damage policy

Added Care
for your small appliance

Buy Added Care for 2 years' accidental damage cover

Add to your peace of mind with accidental damage insurance for your small appliances

Includes
Accidental damage

If your appliance is damaged accidentally, Added Care means you won’t have to pay for repairs.

New for old replacement

If we can’t repair your appliance, we’ll arrange for it to be replaced with one of the same make and model. Or, when not available, one of a similar specification.

No excess

If your appliance is accidentally damaged and you need to make a claim, there are no excess charges to pay, saving you from claiming on your home or travel insurance policies.

Worldwide cover

Your appliance is covered for accidental damage outside the UK for a period of up to 30 days in any 12 month period.

Collection or at-home repairs

Depending on the product, we’ll either collect it by courier for repair or arrange a call-out by one of our authorised technicians.

View terms and conditions

Added Care
for your mobile phone

Buy Added Care for 2 years' accidental damage cover

Add to your peace of mind with accidental damage insurance for your mobile phone

Includes
Accidental damage

If your appliance is damaged accidentally, Added Care means you won’t have to pay for repairs.

New for old replacement

If we can’t repair your appliance, we’ll arrange for it to be replaced with one of the same make and model. Or, when not available, one of a similar specification.

No excess

If your appliance is accidentally damaged and you need to make a claim there are no excess charges to pay, saving you from claiming on your home or travel insurance policies.

Worldwide cover

Your appliance is covered for accidental damage outside the UK for a total of up to 30 days within any 12 month period.

Collection or at-home repairs

We’ll either collect it by courier for repair or arrange a call-out by one of our authorised technicians.

View terms and conditions

Added Care
or your furniture

This is a branch only offer. Please call our Added Care Team on 0330 100 3637 to find out if your product is eligible, and to purchase added care

Add to your peace of mind with accidental damage and structural insurance for your furniture

Includes
Accidental damage cover

If your product is damaged accidentally, Added Care means you won’t have to pay for repairs. The cover includes rips, tears, spills, burns, pet damage (limited to two claims) and accidental damage by a child.

Structural failure

If your product suffers structural failure that is not already covered by the John Lewis guarantee then we’ll send out a technician to carry out the repair.*

New for old replacement

If we can’t repair your product, you’ll be entitled to a brand new replacement product up to the price you originally paid for it.

No excess

If you need to make a claim there are no excess charges. So it won’t affect your home insurance policies.

At-home repairs

We’ll arrange for the repair to be carried out by one of our authorised technicians, at a time that suits you.

Added care for Furniture is available to purchase in store only. For more information and to find out the cost of added care on your product, contact the Added Care team on 0330 100 3637

View terms and conditions

*Not applicable to mattresses which are covered for accidental damage only

Call our Added Care team on
0330 100 3637

We're here to help

8am – 6pm Monday to Friday

9am – 4pm Saturday

9am – 5pm on bank holidays

John Lewis Added Care, PO Box 99, Mitcheldean, GL17 0SX

johnlewis@thewarrantygroup.com
Terms and conditions

Added Care for your phone

This is your insurance policy. It is a contract of insurance between you, the purchaser (hereafter “you/your”), and London General Insurance Company Limited (“we”/ “us”/ “our”/”Insurer””). We have appointed TWG Services Limited (the administrator) to administer this policy on our behalf.

Please note that having insurance cover does not mean that you should not take care of your product. Manufacturer’s guidelines should be followed at all times.

Customers with additional requirements
If you have hearing or speech difficulties, you can text telephone on 0330 100 3330. This document and all our literature is available in large print, audio or Braille. We will be happy to provide you with a copy on written request, or you can call us on 0330 100 3400 to request a copy.

This Insurance Policy is intended to cover only the mobile phone (the item listed on your confirmation schedule) against the following risks (see ‘The Insurance Policy Terms and Conditions’ below for more details):

  • Accidental Damage

This policy is suitable only:

  • For sim free and pay as you go mobile phones only (not monthly contract phones) purchased from John Lewis , including Vodafone stores within John Lewis in the last 30 days;
  • For mobile phones which are used for personal purposes only, by you or your family, who live with you;
  • For persons who do not already have insurance that covers the mobile phone against risk summarised under Section C ‘Description of Cover’ above

1. Period of insurance

Start date
Cover starts on the date shown on your confirmation schedule

End date
All cover under this policy ends on the earliest of:

  • The date we replace your mobile phone or you receive an alternative settlement (this does not apply where you receive a refurbished handset); or
  • The date you cancel the insurance; or
  • The expiry date shown on your confirmation schedule

2. Scope of cover

Your mobile phone is covered against accidental damage.

Geographical extent of cover Description of cover Benefit
UK + 30 days worldwide cover (see ‘Notes’ below) We cover you against accidental damage to your mobile phone caused by an unexpected and/or unintentional incident that is accidental in nature If your mobile phone is accidentally damaged, we will decide whether to repair or replace it. If we choose to replace it we will do so with a mobile phone of the same or similar specification.
If we cannot replace your mobile phone we will either provide you with a John Lewis gift card for you to purchase a replacement or at our discretion, a cash settlement.
See also the ‘Notes concerning the scope of cover’ below

 

 

Notes concerning the scope of cover

Worldwide Cover:
Cover under this policy is extended whilst your mobile phone is outside the UK for a period of not more than 30 days in any 12 month period. Note. We will only be able to complete your claim upon your return to the UK when you should follow the claims procedure in Section 4 ‘Claims’

Replacement mobile phones: We cannot guarantee to replace your mobile phone with an identical one. Any replacement will be of an equivalent specification. The value of the replacement mobile phone, John Lewis gift card or cash settlement will not exceed the market value of the mobile phone when you originally purchased it.

Refurbished Parts or Mobile phones:
Where we repair or replace your mobile phone, we may use refurbished (not brand new) parts or mobile phones.

IMEI Number:
You should make a note of the IMEI Number (International Mobile Equipment Identity Number) of your mobile phone. This 15 digit number can be found on your mobile phone’s original packaging, by keying *#06# on your mobile phone or by contacting your mobile phone’s network provider. The IMEI is the unique serial or identification number that we will use to identify the mobile phone in the event of a claim.

3. General requirements and exclusions:

Requirement / Exclusion Explanation
Unauthorised repairs This policy does not provide cover for your mobile phone if it has been repaired by someone other than:
  • a manufacturer authorised repairer; or
  • a repairer appointed by us
Business / Commercial Use This policy will not cover your mobile phone if you use it primarily for business or commercial purposes
Not taking appropriate care of your mobile phone Taking appropriate care of your mobile phone means:
  • Following the manufacturer’s guidelines for the use and care of the mobile phone
  • Not knowingly leaving your mobile phone somewhere it is very likely to be damaged

We will consider the circumstances of your claim, but may deny it where we consider you have knowingly not taken appropriate care of your mobile phone.

Please note that these are examples of where we could decline your claim, not a comprehensive list

Modifications

We will not cover the cost of any modifications that you have made to your mobile phone.

Modifications are anything that changes the look or the way your mobile phone operates from the original specification. This includes things like adding gems, precious metals or making software changes like unlocking your mobile phone

Other cost or losses you may incur We will not cover any cost or loss incurred other than the cost of repairing or replacing your mobile phone
Deliberate or cosmetic damage

You are not covered for:

Damage caused deliberately or maliciously by you or your family that live with you
  • Cosmetic damage where the function and use of your mobile phone is unaffected, including but not limited to scratches and dents
  • Breakdown This policy will not provide cover if your mobile phone breaks down. This is covered under the John Lewis guarantee. Please refer to the John Lewis guarantee terms and conditions if your mobile phone breaks down
    Data content This policy will not provide cover for the content of your mobile phone for example, loss or corruption of data, images, games, logos and downloads
    Accessories This policy does not provide cover for accessories which have either been supplied with the mobile phone or that you have purchased separately for example chargers and headphones

     

    General Conditions and Limitations

    • You may be asked to complete a claim form to support your claim
    • This policy is not transferable
    • You must notify the administrator as soon as possible if any of your details change
    • Where accidental damage occurs as a result of any unauthorised repairs, we will automatically terminate your policy, unless you have obtained prior written permission from us by contacting the administrator by post or telephone
    • We may alter the terms of your policy by giving you 30 days’ notice in writing to your last known address. We will only alter the terms of your policy where there is a regulatory or legislative change required, or where we are responding to industry guidance and codes. If you are not happy with any changes made to the terms of this policy, you may cancel your cover. Please refer to cancellation and refund policy in section 5 ‘Cancellation and Refunds’

     

    4. Claims:

    Before Making a Claim
    Before contacting the administrator, look for visible causes of the damage and consult any fault finding guide in the manufacturer’s handbook.

    It is your responsibility to back up any data or content from the mobile phone, and where possible, remove it, before we take the mobile phone to be repaired or replaced. If you are unsure how to do this, please contact the mobile phone manufacturer.

    Making a Claim
    To make a claim, simply telephone the administrator on 0330 100 3637 between 8am and 6pm Monday to Friday or 9am and 4pm on Saturdays and Bank Holidays 9am and 5pm. Please contact us as soon as possible and normally within 28 days of discovering the damage or if abroad, within 28 days of your return to the UK as this will assist us in dealing promptly with your claim and any appropriate remedial action required. If you do not contact us within this period, we will still assess your claim but any delay may prejudice our ability to deal with your claim. We may also ask you to complete a claim form to support your claim.

    Notes
    Damaged mobile phones that are replaced will be retained by us.

    We will always do our best to make sure that you are satisfied with the outcome of the claim, however if you are not, please follow the complaints process in Section 6 ‘Queries and Complaints’.

    5. Cancellations and refunds:

    We may cancel your policy if there has been a breach of section 8 ‘Obligation to provide accurate information’.

    You can cancel your policy at any time. Should you wish to cancel your policy, please contact the administrator by telephone on 0330 100 3637 or write to John Lewis Added Care Team, PO Box 99, Mitcheldean GL17 0SX or email JohnLewis@thewarrantygroup.com

    Cancellations within 60 days: You will receive a full refund of the premium paid. The 60 days begins on the date on which you receive these terms.

    Cancellations after 60 days: You will receive a pro rata refund based on the number of full unexpired months of cover remaining.

    6. Queries and complaints:

    If you have a query regarding this policy, please telephone the administrator on 0330 100 3637 or email JohnLewis@thewarrantygroup.com.

    For complaints relating to the terms of this policy, administration or claims handling under this insurance please write to the Customer Relations Department of TWG Services Limited at The Aspen Building, Floor 2, Vantage Point Business Village, Mitcheldean, Gloucestershire, GL17 0AF, telephone 0330 100 3245, or email Customer.Relations@thewarrantygroup.com. TWG Services Limited administers the policy on behalf of the insurer, London General Insurance Company Limited.

    If you have a complaint relating to the sale of this policy please contact John Lewis Customer Services by telephone on 0207 828 1000, by post to John Lewis Head Office Customer Services, 171 Victoria Street, London SW1E 5NN or by email to Head_Of_Customer_Service@johnlewis.co.uk.

    If your complaint is not resolved to your satisfaction you may within 6 months of a final decision contact the Financial Ombudsman Service at Exchange Tower, Harbour Exchange Square, London E14 9SR, or by telephone: 0800 023 4567 or 0300 123 9 123. Website www.financial-ombudsman.org.uk. Alternatively you may use the European Commission’s Online Dispute Resolution website at http://ec.europa.eu/consumers/odr/.

    7. Law and juridisction:

    Unless agreed otherwise, prior to the policy start date, English law applies to this policy and the parties shall submit to the non-exclusive jurisdiction of the Courts of England. The EEA State for the purposes of the policy is the United Kingdom.

    8. Obligation to provide accurate information:

    When applying for this Policy, or submitting a claim you or anyone acting on your behalf must take reasonable care to answer all questions honestly and to the best of your knowledge. Failure to do so may affect the validity of your policy or the payment of your claim.

    9. Status disclosure:

    This policy is underwritten by London General Insurance Company Limited (company number 1865673) who is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority, FRN 202689. Registered address: TWENTY Kingston Road, Staines, upon Thames, Surrey, TW18 4LG.

    10. Compensation scheme:

    We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if we cannot meet our liabilities. General insurance contracts are covered for 90% of the entire claim without any upper limit. You can get more information about the compensation scheme arrangements by contacting the FSCS by telephone on 0800 678 1100 or 020 7741 4100, or by writing to Financial Services Compensation Scheme, 10th Floor, Beaufort House, 15 Botolph Street, London, EC3A 7QU.

    11. Data protection:

    The data you supply will be used by the administrator and John Lewis Plc to administer your policy including handling complaints and claims. It will be used by the insurer in respect of underwriting the policy. Please note that telephone calls may be recorded for training and monitoring purposes. Your data will at all times be held securely and handled with the utmost care in accordance with all requirements of English and EU Data Protection law. The insurer may use your details for the prevention of fraud, including adding your details to a register of claims and to meet other legal requirements.

    In the course of administering your policy your data may be transferred outside the EU. Any transfer of data will be managed in accordance with the requirements of English and EU Data Protection law.

    Your details will not be kept for longer than necessary. You may obtain a copy of the data held about you by writing to the administrator at Customer Relations Department of TWG Services Limited at The Aspen Building, Floor 2, Vantage Point Business Village, Mitcheldean, Gloucestershire, GL17 0AF.

    Added Care for your technology and small appliances

    This is a contract of insurance between you, the purchaser named on the Certificate of Insurance (you/your), and London General Insurance Company Limited (we/us/our). We have appointed TWG Services Limited (the administrator) to administer this policy on our behalf.

    This policy provides cover against accidental damage to your TV recorded on the Confirmation Schedule (the “product”).

    Please note that having insurance cover does not mean that you should not take care of your product. Manufacturer’s guidelines should be followed at all times.

    Customers with additional requirements
    If you have hearing or speech difficulties, you can text telephone on 0330 100 3330. This document and all our literature is available in large print, audio or Braille. We will be happy to provide you with a copy on written request, or you can call us on 0330 100 3637 to request a copy.

    1. Eligibility

    You are eligible for cover if:

    • You have purchased the product in the last 30 days;
    • The product will be used in the UK; and
    • The product will be operated in a domestic environment.

    2. Duration

    Cover for accidental damage commences on the day you purchase the product (or on the date you receive your product if it is delivered to you) or the date you purchase this policy, whichever is later. Cover under this policy expires on the earliest of:

    • The date your product is replaced or you receive an alternative settlement; or
    • The expiry date as shown on your Confirmation Schedule.

    3. The cover you receive:

    Cover Explanation
    Your product is covered against accidental damage.

    Accidental damage is damage resulting from an unforeseen and sudden incident, which is accidental in nature
    If your product suffers accidental damage, we will repair your product where possible.

    If your product is uneconomical to repair, we will provide you with a replacement of the same make and model. Where the same make and model is not available, the replacement will be of a similar specification.

    Where a replacement is not available, we will contact you to discuss alternative settlement.
    Service technicians All repair services are provided by service technicians, who are appointed, and approved by us.
    Worldwide cover Cover is extended outside of the UK for a period of up to 30 days in any 12 month period.

     

    4. What you are not covered for:

    Summary Explanation
    Deliberate or cosmetic damage You are not covered for:
    1. Damage caused deliberately or maliciously
    2. Cosmetic damage such as scratches, dents, corrosion or colour where the function and use of the product is unaffected.
    Items replaceable by you This includes, but isn’t limited to, fuses, batteries, and other consumable items
    Faulty installation Failure by you or any other party such as a tradesperson, to follow manufacturer instructions and guidelines for installation
    Weather and nature damage Damage from causes including (but not limited to) fire, flooding and lightening are not covered.
    Computer software Repairing, recovering or replacing any computer software, stored data or virus prevention/detection or external accessories. This includes but is not limited to situations where you have not backed up data or have not provided disks to allow operating systems to be re-installed.
    Other cost or loss We will only cover repairing or replacing the product. We will not cover any cost or loss of not being able to use the product or time you take off work.
    Delivery and/or installation costs We will not pay any costs relating to the delivery, installation and/or disposal costs of a product or replacement product.
    Where the product has been modified or repaired by someone not authorised by us If the product has been modified in any way from the specification originally sold to you, or where it has been repaired by someone other than a service technician approved by us.
    Mechanical breakdown We only cover accidental damage. Please refer to John Lewis Guarantee Terms and Conditions if the product breaks down available at http://www.johnlewis.com/customer-services/guarantees

     

    5. Claims process

    Step 1
    To make a claim, telephone the administrator on 0330 100 3637 between 8am and 6pm Monday to Friday or 9am and 4pm on Saturdays and Bank Holidays 9am and 5pm.

    Please note that we do not conduct all repairs at your home, we may arrange for a courier to pick the product up from you. We will advise you at the point you make a claim which process we will follow.

    If you are outside the UK and you would like to have the repair undertaken while you are abroad, you may do so provided the cost of the repair does not exceed the local equivalent of £300 or the original purchase price of the product whichever is lower. Upon your return, you should submit your receipt together with a full description of the fault to the administrator. Alternatively, you may request a repair upon your return.

    Step 2
    A service technician will first inspect the product to determine whether it can be repaired.

    Step 3
    If your claim is accepted, your product will be repaired or replaced in line with these terms.

    We will always do our best to make sure that you’re satisfied with the outcome.

     

    6. Limitations

    • Your policy will end when you receive a replacement product, unless the replacement is a refurbished product, in which case cover shall continue to run.
    • The cover described in section 3 will be provided for products bought in the UK, and provided it is used for domestic purposes only.
    • Should you wish to transfer your policy to someone else, please contact the administrator.
    • You must notify the administrator as soon as possible if any of your details change.
    • Where accidental damage occurs as a result of any unauthorised repair, modification, or upgrade, we will automatically terminate your policy, unless you have obtained prior written permission from us by contacting the administrator by post or telephone. Where we terminate your policy, you will be entitled to a pro rata refund of premium based on the number of full unexpired months of premium remaining.
    • We may alter the terms of your policy by giving you 30 days’ notice in writing to your last known address. We will only alter the terms of your policy where there is a regulatory or legislative change required, or where we are responding to industry guidance and codes. Where the terms of this policy are changed, you may cancel your cover and receive a pro rata refund based on the number of full unexpired months of cover remaining.
    • If you are not happy with the claims decision, please follow the complaints process in Section 9.

     

    7. Cancellation and refund policy

    Should you wish to cancel your policy, please contact the administrator’s Added Care Team by telephone on 0330 100 3637 or write to John Lewis Added Care Team , PO Box 99, Mitcheldean GL17 0SX.

    If you have not made a valid claim and cancel the policy within 60 days from date of purchase or receipt of these terms, whichever is later, you will receive a full refund of the premium paid. If you have made a claim you will receive a pro rata refund based on the number of full unexpired months remaining on your policy.

    After 60 days you may cancel the policy and will receive a pro rata refund of the premium you have paid based on the number of full unexpired months of cover remaining regardless of whether a claim has been made, except where the Policy has ceased as detailed under ‘Limitations’.

    If this policy has been provided free of charge then you are not entitled to a refund.

     

    8. Law and Jurisdiction

    Unless agreed otherwise, prior to the policy start date, English law applies to this policy and the parties shall submit to the non-exclusive jurisdiction of the Courts of England & Wales.

     

    9. Queries and complaints

    If you have a query regarding this policy, please telephone the administrator’s Added Care Team on 0330 100 3637 or email JohnLewis@thewarrantygroup.com

    For complaints relating to the terms of this policy, administration or claims handling under this insurance please write to the Customer Relations Department of TWG Services Limited at The Aspen Building, Floor 2, Vantage Point Business Village, Mitcheldean, Gloucestershire, GL17 0AF, telephone 0330 100 3637 , or email customer.relations@thewarrantygroup.com. TWG Services Limited administers the policy on behalf of the insurer, London General Insurance Company Limited.

    If you have a complaint relating to the sale of this policy please contact John Lewis Head Office Customer Services by telephone on 020 7828 1000 by post to 171 Victoria Street, London SW1E 5NN or by email at Head_Of_Customer_Service@johnlewis.co.uk.

    If your complaint is not resolved to your satisfaction you may within 6 months of a final decision contact the Financial Ombudsman Service at Exchange Tower, Harbour Exchange Square, London E14 9SR, or by telephone: 0800 023 4567 or 0300 123 9 123. Website www.financial-ombudsman.org.uk. Alternatively you may use the European Commission’s Online Dispute Resolution website at http://ec.europa.eu/consumers/odr/.

     

    10. Misinformation

    When applying for or varying this policy, or submitting a claim you or anyone acting on your behalf must take reasonable care to answer all questions honestly and to the best of your knowledge. Failure to do so may affect the validity of your policy or the payment of your claim.

     

    11. Status disclosure

    This Policy is underwritten by London General Insurance Company Limited, a private company limited by shares and incorporated in England, whose registered head office is at TWENTY Kingston Road, Staines Upon Thames, Surrey, TW18 4LG. Registered Number 186573. London General Insurance Company Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority, FRN 202689.

     

    12. Compensation scheme

    We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if we cannot meet our liabilities. General insurance contracts are covered for 90% of the entire claim without any upper limit. You can get more information about the compensation scheme arrangements by contacting the FSCS by telephone on 0800 678 1100 or 020 7741 4100, or by writing to Financial Services Compensation Scheme, 10th Floor, Beaufort House, 15 Botolph Street, London, EC3A 7QU.

     

    13. Data Protection

     

    The details you supply will be used by John Lewis plc and the administrator to administer your insurance and to handle your claim and London General Insurance Company Limited in respect of underwriting your insurance cover. Please note that telephone calls may be recorded by the administrator for training and monitoring purposes. Your data will at all times be held securely and handled with the utmost care in accordance with all principles of the English law. The insurer may use your details for the prevention of fraud, including adding your details to a register of claims and to meet other legal requirements, which may mean that your data is transferred outside the EU. Your details will not be kept for longer than necessary. You may obtain a copy of the data held about you by writing to the administrator at The Aspen Building, Floor 2, Vantage Point Business Village, Mitcheldean, Gloucestershire, GL17 0AF.

    Added Care for your home appliance

    This is a maintenance and repair service plan between you, the purchaser (you/your), and The Warranty Group Services (Isle of Man) Limited (we/us/our). We have appointed TWG Services Limited (administrator) to administer this plan.

    What does this plan provide?

    This plan provides service and support for your product listed on the Confirmation Schedule, providing it is operated in a domestic environment. It is designed to ensure your product continues to work correctly and is protected against mechanical and electrical breakdown (other than caused by damage or neglect) during the term of the plan.

    1. Eligibility

    You are eligible for protection under this plan if:

    ·        You have purchased the product in the last 60 days;

    ·        The product will be used in the UK

    ·        The product will be operated in a domestic environment

    2. Duration

    From the start date on your Confirmation Schedule you have access to:

    ·       Set up and on-going technical assistance (by telephone)

    From the first anniversary of the start date on your Confirmation Schedule, you have access to:

    ·       Advice and maintenance (by telephone) and annual health checks (by telephone) 

    The benefit for mechanical and electrical breakdown will begin upon expiry of the John Lewis guarantee period.

    All services under this plan will stop on the earliest of:

    ·        The end date on your Confirmation Schedule

    ·        The date your product is replaced or you receive settlement under the plan

    3. What services are provided?

    Service

    Explanation

    Set up support by telephone

    If you experience any problems in setting up your product in line with the manufacturer’s instructions and recommendations, you can call us and we will provide advice to get your product set up and working correctly. This service is also available should you relocate your product.

    Assistance, advice and maintenance by telephone in the event of a technical issue

    To ensure your product continues to work correctly and to its optimum performance, you can call us at any time during the Plan term and we will provide advice to overcome technical issues such as incorrect settings or connections or to resolve any mechanical or electrical faults.

    Home visits by an authorised service technician

    If we are not able to resolve the problem over the telephone, then we will arrange for an authorised service technician to examine the product to get it working correctly. This service is only available after expiry of the John Lewis guarantee.

    Replacement product where yours cannot be repaired or is not economical to repair

    There may be occasions when the service technician is unable to get your product working or we decide the product uneconomical to repair.

    If your product is uneconomical to repair, we will provide you with a replacement of the same make and model. Where the same make and model is not available, the replacement will be of a similar specification.

    Annual maintenance check (by telephone)

    You can telephone to request an annual maintenance check which we will conduct with you over the phone. This service is available from the first anniversary of the date you purchased the plan, and every year after that for the plan duration. You will be taken through various checks to ensure your product is working to the manufacturer’s guidelines.

    Disposal of the product

    If your product is replaced, we will dispose of your old product. This service does not extend to American Style Fridge Freezers or Range Cookers.

    Refund of unexpired portion of the plan

    If a replacement product is provided by us, we will provide a refund (by either cash or gift vouchers, at our discretion) for the remaining unexpired plan value.

    4. What is excluded

    Summary

    Explanation

    Items replaceable by you

    This includes, but isn’t limited to, fuses, batteries, hoses, and other consumable items.

    Manufacturer recall and defects

    Work that relates to a manufacturer’s recall of or defect in the product.

    Failure to follow the           manufacturer’s instructions and/or installation guidelines.

    You must ensure that when setting up and using the product, you follow the manufacturer’s instructions and any installation guidelines. If you do not, we will not be able to assist you under this plan.

    Neglect

    We will not provide support where your product is not properly maintained. For example, we will not be able to help with unblocking drainage channels in refrigeration equipment.

    Damage

    We will not be able to assist you if your product is accidentally or willfully damaged, or if it has cosmetic damage such as dents and scratches which do not affect the operation of the product.

    Other cost or  loss

    Any cost or loss suffered as a result of not being able to use the product, any loss or damage caused directly or indirectly as a result of the damage to or breakdown of the product. This also includes frozen food loss.

    Installation costs

    We will not pay any costs relating to the unpacking and installation of a product or replacement product.

    Where the product has been modified or repaired by someone not authorised by us

    We will not be able to assist you if the product has been modified in any way from the specification originally sold to you, unless it has been approved by the administrator or where it has been repaired by someone other than a service technician authorised by us.

    Breakdown during the John Lewis guarantee period

    If the product breaks down during the John Lewis guarantee, please refer to the guarantee terms and conditions as this plan does not provide breakdown support during this period.

    5. To request our services

    Step 1

    Before contacting the administrator, check the electrical connection, look for visible signs of the breakdown and consult the fault finding guide in the manufacturer’s handbook, if any.

    Step 2

    If the product still fails to function, telephone 0330 100 3637 between 8am and 6pm Monday to Friday or 9am and 4pm on Saturdays and 9am and 5pm Bank Holidays. Please have your Plan Number ready and provide details of the incident giving rise to the problem. Your Plan Number can be found on your Confirmation Schedule. Should we be unable to rectify the problem over the telephone, we will arrange for a service technician to examine the product

    Step 3

    If the service technician cannot get your product working, they will contact us to obtain authority in order for us to arrange a replacement in accordance with Section 3.

    We will always do our best to make sure that you’re satisfied with the outcome.

    6. Limitations

    ·     The services will be provided for products bought and used in the UK.

    ·     Should you wish to transfer your Plan to someone else, please contact the administrator on 0330 100 3637

    ·     You must notify the administrator as soon as possible if any of your details change.

    ·     Where breakdown occurs as a result of any unauthorised repair, modification, or upgrade, we may automatically terminate your plan, unless you have obtained prior written permission from us by contacting the administrator by post or telephone. Where we terminate your plan, you will be entitled to a pro rata refund of cost of the plan based on the number of full unexpired months of services remaining.

    ·     We may alter the terms of the plan by giving you 30 days’ notice in writing to your last known address. Where we alter the terms, this will only be to comply with legislative changes, in response to industry codes and guidance or where the costs of the plan vary up or down. Where the terms of this plan are changed, you may cancel it and receive a pro rata refund based on the number of full unexpired months of services remaining.

    Service plan provider details

    This plan is provided by The Warranty Group (Isle of Man) Limited, whose registered address is Third Floor, St. Georges Court, Upper Church Street, Douglas, IM1 1EE, Isle of Man. Company number 094279C.

    7. Law and Jurisdiction

    Unless agreed otherwise, prior to the plan start date on your schedule, English law applies to this plan and the parties shall submit to the non-exclusive jurisdiction of the Courts of England & Wales.

    8. Misinformation

    When applying for this plan, or requesting assistance, you or anyone acting on your behalf must take reasonable care to answer all questions honestly and to the best of your knowledge. Failure to do so may affect the validity of your plan, or the repair or replacement of your product.

    9. Data Protection

    The details you supply will be used by John Lewis plc and the administrator to administer your plan and to handle your request for services and assistance. Please note that telephone calls may be recorded by the administrator for training and monitoring purposes. Your data will at all times be held securely and handled with the utmost care in accordance with all principles of the English law. Your details will not be kept for longer than necessary. You may obtain a copy of the data held about you by writing to the administrator at The Aspen Building, Floor 2, Vantage Point Business Village, Mitcheldean, Gloucestershire, GL17 0AF.

    Added Care for your television

    This is a contract of insurance between you, the purchaser named on the Certificate of Insurance (you/your), and London General Insurance Company Limited (we/us/our). We have appointed TWG Services Limited (the administrator) to administer this policy on our behalf.

    This policy provides cover against accidental damage to your TV recorded on the Confirmation Schedule (the “product”).

    Please note that having insurance cover does not mean that you should not take care of your product.

    Customers with additional requirements
    If you have hearing or speech difficulties, you can text telephone on 0330 100 3330. This document and all our literature is available in large print, audio or Braille. We will be happy to provide you with a copy on written request, or you can call us on 0330 100 3637 to request a copy.

    1. Eligibility

    You are eligible for cover if:

    • You have purchased the product in the last 30 days;
    • The product will be used in the UK; and
    • The product will be operated in a domestic environment.

    2. Duration

    Cover for accidental damage commences on the day you purchase the product (or on the date you receive your product if it is delivered to you) or the date you purchase this policy, whichever is later. Cover under this policy expires on the earliest of:

    • The date your product is replaced or you receive an alternative settlement; or
    • The expiry date as shown on your Confirmation Schedule.

    3. The cover you receive:

    Cover Explanation
    The product is covered against accidental damage.

    Accidental damage is damage resulting from an unforeseen and sudden incident, which is accidental in nature
    If your product suffers accidental damage, we will repair your product where possible If your product is uneconomical to repair, we will provide you with a replacement of the same make and model. Where the same make and model is not available, the replacement will be of a similar specification.

    Where a replacement is not available, we will contact you to discuss alternative settlement.
    Authorised service technicians All repair services are provided by service technicians, who are appointed, and authorised by us.

     

    4. What you are not covered for:

    Summary Explanation
    Deliberate or cosmetic damage You are not covered for:
    1. Damage caused deliberately or maliciously
    2. Cosmetic damage such as scratches, dents, corrosion or colour where the function and use of the product is unaffected.
    Items replaceable by you If the damage can be rectified by changing the fuse, batteries or similar parts we will not provide cover
    Mechanical breakdown We only cover accidental damage. Please refer to John Lewis Guarantee Terms and Conditions if the product breaks down available at http://www.johnlewis.com/customer-services/guarantees
    Other loss We will only cover repairing or replacing the product. We will not cover any cost or loss of not being able to use the product or time you take off work
    Delivery and/or installation costs We will not pay any costs relating to the delivery and/or installation of a product or replacement product
    Where the product has been repaired by someone not authorised by us If the product has been repaired by someone other than an authorised service technician approved by us
    Not taking care of your insured product There are simple things you can do to ensure you are taking care of your product like securely fixing it to the wall or placing it on an correctly sized unit.

    We will always take into account the situation when the accidental damage occurred when assessing your claim

     

    5. Claims process

    Step 1
    To make a claim, telephone the administrator on 0330 100 3637 between 8am and 6pm Monday to Friday or 9am and 4pm on Saturdays and Bank Holidays 9am and 5pm.

    Please note that we do not conduct all repairs at your home, we may arrange for a courier to pick the product up from you. We will advise you at the point you make a claim which process we will follow.

    Step 2
    A service technician will first inspect the product to determine whether it can be repaired.

    Step 3
    If your claim is accepted, your product will be repaired or replaced in line with these terms.

    We will always do our best to make sure that you’re satisfied with the outcome.

     

    6. Limitations

    • Should you wish to transfer your policy to someone else, please contact the administrator by post or telephone.
    • You must notify the administrator as soon as possible if any of your details change.
    • Where accidental damage occurs as a result of any unauthorised repair, we will automatically terminate your policy, unless you have obtained prior written permission from us by contacting the administrator by post or telephone. Where we terminate your policy, you will be entitled to a pro rata refund of premium based on the number of full unexpired months of premium remaining.
    • We may alter the terms of your policy by giving you 30 days’ notice in writing to your last known address. We will only alter the terms of your policy where there is a regulatory or legislative change required, or where we are responding to industry guidance and codes. Where the terms of this policy are changed, you may cancel your cover and receive a pro rata refund based on the number of full unexpired months of cover remaining.
    • If you are not happy with the claims decision, please follow the complaints process in Section 9.

     

    7. Cancellation and refund policy

    Should you wish to cancel your policy, please contact the administrator’s Added Care Team by telephone on 0330 100 3637 or write to John Lewis Added Care Team , PO Box 99, Mitcheldean GL17 0SX.

    If you have not made a valid claim and cancel the policy within 60 days from date of purchase or receipt of these terms, whichever is later, you will receive a full refund of the premium paid. If you have made a claim you will receive a pro rata refund based on the number of full unexpired months remaining on your policy.

    After 60 days you may cancel the policy and will receive a pro rata refund of the premium you have paid based on the number of full unexpired months of cover remaining regardless of whether a claim has been made, except where the Policy has ceased as detailed under ‘Limitations’.

    If this policy has been provided free of charge then you are not entitled to a refund.

     

    8. Law and Jurisdiction

    Unless agreed otherwise, prior to the policy start date, English law applies to this policy and the parties shall submit to the non-exclusive jurisdiction of the Courts of England & Wales.

     

    9. Queries and complaints

    If you have a query regarding this policy, please telephone the administrator’s Added Care Team on 0330 100 3637 or email JohnLewis@thewarrantygroup.com

    For complaints relating to the terms of this policy, administration or claims handling under this insurance please write to the Customer Relations Department of TWG Services Limited at The Aspen Building, Floor 2, Vantage Point Business Village, Mitcheldean, Gloucestershire, GL17 0AF, telephone 0330 100 3637 , or email customer.relations@thewarrantygroup.com. TWG Services Limited administers the policy on behalf of the insurer, London General Insurance Company Limited.

    If you have a complaint relating to the sale of this policy please contact John Lewis Head Office Customer Services by telephone on 020 7828 1000 by post to 171 Victoria Street, London SW1E 5NN or by email at Head_Of_Customer_Service@johnlewis.co.uk.

    If your complaint is not resolved to your satisfaction you may within 6 months of a final decision contact the Financial Ombudsman Service at Exchange Tower, Harbour Exchange Square, London E14 9SR, or by telephone: 0800 023 4567 or 0300 123 9 123. Website www.financial-ombudsman.org.uk. Alternatively you may use the European Commission’s Online Dispute Resolution website at http://ec.europa.eu/consumers/odr/.

     

    10. Misinformation

    When applying for or varying this policy, or submitting a claim you or anyone acting on your behalf must take reasonable care to answer all questions honestly and to the best of your knowledge. Failure to do so may affect the validity of your policy or the payment of your claim.

     

    11. Status disclosure

    This Policy is underwritten by London General Insurance Company Limited, a private company limited by shares and incorporated in England, whose registered head office is at TWENTY Kingston Road, Staines Upon Thames, Surrey, TW18 4LG. Registered Number 186573. London General Insurance Company Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority, FRN 202689.

     

    12. Compensation scheme

    We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if we cannot meet our liabilities. General insurance contracts are covered for 90% of the entire claim without any upper limit. You can get more information about the compensation scheme arrangements by contacting the FSCS by telephone on 0800 678 1100 or 020 7741 4100, or by writing to Financial Services Compensation Scheme, 10th Floor, Beaufort House, 15 Botolph Street, London, EC3A 7QU.

     

    13. Data Protection

     

    The details you supply will be used by John Lewis plc and the administrator to administer your insurance and to handle your claim and London General Insurance Company Limited in respect of underwriting your insurance cover. Please note that telephone calls may be recorded by the administrator for training and monitoring purposes. Your data will at all times be held securely and handled with the utmost care in accordance with all principles of the English law. The insurer may use your details for the prevention of fraud, including adding your details to a register of claims and to meet other legal requirements, which may mean that your data is transferred outside the EU. Your details will not be kept for longer than necessary. You may obtain a copy of the data held about you by writing to the administrator at The Aspen Building, Floor 2, Vantage Point Business Village, Mitcheldean, Gloucestershire, GL17 0AF.

    Added Care for your furniture

    This is a contract of insurance between you, the purchaser named on the Certificate of Insurance (you/your), and London General Insurance Company Limited (we/us/our). We have appointed TWG Services Limited (the administrator) to administer this policy on our behalf.

    Products covered John Lewis Guarantee Period Added Care structural cover Added Care accidental damage cover
    Mattresses 7 years N/A 5 years
    Wooden living and dining furniture 1 year 4 years (starts after the John Lewis guarantee period) 5 years
    Leather and fabric sofas and armchairs 10 year frame guarantee 4 years (starts after the first year). Excludes frames covered under the John Lewis guarantee 5 years

    Please note that having insurance cover does not mean that you should not take care of your product. Manufacturer’s guidelines should be followed at all times.

    Customers with additional requirements
    If you have hearing or speech difficulties, you can text telephone on 0330 100 3330. This document and all our literature is available in large print, audio or Braille. We will be happy to provide you with a copy on written request, or you can call us on 0330 100 3637 to request a copy.

    1. Eligibility

    You are eligible for cover if:

    • The product will be operated in a domestic environment; and
    • The product will be located in the UK

    2. Duration

    Cover for accidental damage will begin from the date you received delivery of the product as appears on your sales receipt or the date you purchase this policy, whichever is the later. Added Care Structural Cover will start once the manufacturer’s guarantee has expired except for mattresses. All cover under this policy ends on the earliest of:

    • The expiry date as shown on your Confirmation Schedule
    • The date your product is replaced
    • The date you no longer own the product (e.g. if you return your product to John Lewis or you sell/give your product to someone else). Please see section 7 Cancellations and Refunds

    3. The cover you receive

    Cover Explanation
    Your product is covered against:

    1. Accidental Damage

    All products EXCEPT MATRESSES are also covered against:

    2. Structural Failure

    Accidental damage is considered to be damage resulting from an unforeseen and sudden incident, which is accidental in nature
    If your product suffers structural failure 1 year after purchase we will repair your product where possible. If your product suffers accidental damage we will repair or clean your product where possible.

    If your product is uneconomical to repair or we are unable to repair it, or clean it, we will either provide you with a replacement of the same style and specification or a John Lewis gift card up to the original purchase price.

    Examples of what we consider to be structural failure include (but are not limited to):
    • Warping and separation of the frame
    • Foam cushion losing the ability to support
    • Breakage or bending of metal parts
    • Faulty recliner/sleep mechanism or swivel/rocker bases
    • Faulty zips
    • Damaged seam stitching
    • Damaged or broken springs or webbing
    • Displaced or broken staples
    • Lifting and peeling of leather
    • Peeling of veneer
    • Damaged or broken slats
    Examples of what we would consider to be accidental damage include (but are not limited to):
    • Rips and Tears for example caused by keys
    • Burns caused by cigarettes
    • Scratches to the surface caused by sharp objects
    • Watermarks and heat rings
    • Staining from food, drinks, ink, paint, make up and human and animal bodily fluids
    • Damage caused by your own pets (limited to 2 claims throughout the duration of your Added Care policy)
    Authorised service technicians All repair services are provided by authorised service technicians, who are appointed, and approved by us.

     

    4. What you are not covered for:

    Summary Explanation
    Deliberate damage, neglect, abuse or not looking after your product You are not covered for:
    1. Damage caused deliberately or maliciously
    2. Not taking care of your product

    What do we mean by ‘taking care of your product’?
    We will always take into account the circumstances around how the accidental damage occurred or structural failure developed when assessing your claim.
    For example, if you knowingly do any of the following, we may decline your claim:
    • You place your product outdoors when it is not intended for outdoor use
    • You overload drawers or shelves
    Manufacturer recall and defect Failure to report structural defects to John Lewis during the manufacturer’s guarantee period. Work and costs incurred that relate to a manufacturer’s recall of the product, or manufacturer defect are not covered. Please contact John Lewis where manufacturer recall or defect occurs.
    Assembly of flat pack furniture or failure to follow flat pack assembly instructions Damage caused during the assembly process of your flat pack furniture
    Weather and nature damage Damage from causes including (but not limited to) fire and flooding are not covered
    Accidental damage or structural failure caused by not following the manufacturer’s instructions, age or normal use This policy does not provide cover for your product where it has been damaged or structural failure has developed due to failure to follow the manufacturer’s instructions or due to the effects of:
    1. Sunlight
    2. Colour change
    3. Fading
    4. Rust
    5. Corrosion
    6. Bleach
    7. Build up of Wax, Hair Dye etc.
    8. General aging of the product caused by normal use.
    If your product has leather upholstery, the policy will not cover the product for
    1. Splitting/cracking of leather
    2. Creasing of leather or any natural characteristics of hide
    Other cost or loss We will only cover repairing or replacing the product. We will not cover any cost or loss of not being able to use the product or time you take off work
    Delivery and/or installation costs We will not pay any costs relating to the delivery, installation, assembly and/or disposal of a product or replacement product
    Damage caused by animals other than your own pets and only two successful claims for pet damage during the policy term This policy does not provide cover if the product is damaged by animals other than your own pets
    Structural failure during the first year of ownership If the product suffers structural failure during the first year of ownership you are covered by John Lewis. If you purchased your product from a John Lewis branch please contact the branch you bought it from – shop phone numbers can be found on the John Lewis website: www.johnlewis.com/our-shop. If you purchased your product online please contact the John Lewis.com customer services team on 03456 049 049
    Product replacement during the John Lewis guarantee period If your product is replaced during the John Lewis guarantee period, please contact the Added Care team on 0330 100 3637 to cancel your policy and obtain a pro rata refund as this policy in non-transferable

     

    5. Claims process

    Step 1
    Please telephone the Added Care Team on 0330 100 3637. The administrator will arrange an appointment with you for an approved technician to visit and inspect the product

    Step 2
    The approved service technician will inspect the product and endeavor to carry out the repair whenever possible during the appointment.

    If a repair is not possible at this time (for example parts or fabric are required) the technician will arrange a subsequent appointment for a return visit

    Step 3
    If your claim is accepted, your product will be repaired or replaced in line with these terms. If the product is part of a matching set, we may replace the whole set. For example, if you purchase Added Care on a 3 seater sofa and on a single armchair, and the single armchair is beyond repair and we can’t replace it with an identical model; we may replace both the 3 seater sofa and the single armchair – providing both products were purchased in the same transaction and are protected with Added Care. In the event that we replace any other matching items Added Care on those products will cease

    We will always do our best to make sure that you’re satisfied with the outcome.

     

    6. Limitations

    • Your policy will end when you receive a replacement product
    • You must notify the administrator as soon as possible if any of your details change
    • This policy does not provide cover for your product if it has been repaired by someone other than a technician appointed by us or by John Lewis Plc
    • We may alter the terms of your policy by giving you 30 days’ notice in writing to your last known address. We will only alter the terms of your policy where there is a regulatory or legislative change required, or where we are responding to industry guidance and codes. Where the terms of this policy are changed, you may cancel your cover and receive a pro rata refund based on the number of full unexpired months of cover remaining
    • If you are not happy with the claims decision, please follow the complaints process in Section 9

     

    7. Cancellation and refund policy

    Should you wish to cancel your policy, please contact the administrator’s Added Care Team by telephone on 0330 100 3637 or write to John Lewis Added Care Team, PO Box 99, Mitcheldean GL17 0SX. You can also email the team at johnlewis@thewarrantygroup.com.

    If you have not made a valid claim and cancel the Policy within 60 days from date of purchase or receipt of these terms, whichever is later, you will receive a full refund of the premium paid. If you have made a claim you will receive a pro rata refund based on the number of full unexpired months remaining on your policy.

    After 60 days you may cancel the Policy and will receive a pro rata refund of the premium you have paid based on the number of full unexpired months of cover remaining regardless of whether a claim has been made, except where the Policy has ceased as detailed under ‘Limitations’.

    If this policy has been provided free of charge then you are not entitled to a refund.

     

    8. Law and Jurisdiction

    Unless agreed otherwise, prior to the policy start date, English law applies to this policy and the parties shall submit to the non-exclusive jurisdiction of the Courts of England & Wales. The EEA State for the purposes of the policy is the United Kingdom.

     

    9. Queries and complaints

    If you have a query regarding this policy, please telephone the administrator’s Added Care Team on 0330 100 3637 or email johnlewis@thewarrantygroup.com.

    For complaints relating to the terms of this policy, administration or claims handling under this insurance please write to the Customer Relations Department of TWG Services Limited at The Aspen Building, Floor 2, Vantage Point Business Village, Mitcheldean, Gloucestershire, GL17 0AF, telephone 0330 100 3245, or email customer.relations@thewarrantygroup.com. TWG Services Limited administers the policy on behalf of the insurer, London General Insurance Company Limited.

     

    If you have a complaint relating to the sale of this policy please contact John Lewis Head Office Customer Services by telephone on 020 7827 1000, by post to 171 Victoria Street, London SW1E 5NN or by email to Head_Of_Customer_Service@johnlewis.co.uk

    If your complaint addressed to any of the above parties is not resolved to your satisfaction you may within 6 months of a final decision contact the Financial Ombudsman Service at Exchange Tower, London, E14 9SR, or by telephone: 0800 023 4567 or 0300 123 9 123 or email: complaint.info@financial-ombudsman.org.uk Website: www.financial-ombudsman.org.uk. Alternatively you may use the European Commission’s Online Dispute Resolution website at http://ec.europa.eu/consumer/odr/.

     

    10. Misinformation

    When applying for, or varying this Policy, or submitting a claim, you or anyone acting on your behalf must take reasonable care to answer all questions honestly and to the best of your knowledge. Failure to do so may affect the validity of your Policy or the payment of your claim.

     

    11. Additional requirements

    This document is available in audio, large print and Braille. If you’d like to request a copy in one of these formats, please get in touch.

     

    11. Status disclosure

    This Policy is underwritten by London General Insurance Company Limited, a private company limited by shares and incorporated in England, whose registered head office is at TWENTY Kingston Road, Staines-upon-Thames, Surrey, TW18 4LG. Registered Number 1865673. London General Insurance Company Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority, FRN 202689.

     

    12. Compensation scheme

    We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if we cannot meet our liabilities. General insurance contracts are covered for 90% of the entire claim without any upper limit. You can get more information about the compensation scheme arrangements by contacting the FSCS by telephone on 0800 678 1100 or 020 7741 4100, or by writing to Financial Services Compensation Scheme, 10th Floor, Beaufort House, 15 Botolph Street, London, EC3A 7QU.

     

    13. Data Protection

     

    The data you supply will be used by the administrator and John Lewis plc to administer your policy including handling complaints and claims. It will be used by the insurer in respect of underwriting the policy. Please note that telephone calls may be recorded for training and monitoring purposes. Your data will at all times be held securely and handled with the utmost care in accordance with all requirements of English and EU Data Protection law. The insurer may use your details for the prevention of fraud, including adding your details to a register of claims and to meet other legal requirements.

    In the course of administering your policy your data may be transferred outside the EU. Any transfer of data will be managed in accordance with the requirements of English and EU Data Protection law.

    Your details will not be kept for longer than necessary. You may obtain a copy of the data held about you by writing to the administrator at Customer Relations Department of TWG Services Limited at The Aspen Building, Floor 2, Vantage Point Business Village, Mitcheldean, Gloucestershire, GL17 0AF.

    Added Care general terms and conditions

    1. Cancellation and refund policy

    Added Care for your technology, small appliances and television

    Should you wish to cancel your Added Care policy, please contact the administrator’s Added Care Team by telephone on 0330 100 3637 or write to John Lewis Added Care Team, PO Box 99, Mitcheldean GL17 0SX.

    If you have not made a valid claim and cancel the Policy within 60 days from date of purchase or receipt of these terms, whichever is later, you will receive a full refund of the premium paid. If you have made a claim you will receive a pro rata refund based on the number of full unexpired months remaining on your policy.

    After 60 days you may cancel the Policy and will receive a pro rata refund of the premium you have paid based on the number of full unexpired months of cover remaining regardless of whether a claim has been made, except where the Policy has ceased as detailed under ‘Limitations’.

    If this policy has been provided free of charge, then you are not entitled to a refund.

    Added Care for your home appliance

    Should you wish to cancel your plan, please contact the administrator by writing to John Lewis Added Care PO Box 99, Mitcheldean GL17 0SX or telephoning 0330 100 3637.

    If you have not made use of the plan and cancel within 60 days from date of purchase or receipt of these terms, whichever is the later, you will receive a full refund of the cost of the plan paid by you.
    If you have made use of the plan you will receive a pro rata refund based on the number of full unexpired months remaining on the plan.

    After 60 days you may cancel the plan and will receive a pro rata refund based on the number of full unexpired months remaining on the plan regardless of whether service or support has been given.

    If this plan has been provided free of charge then you are not entitled to a refund.

    2. Important information

    Extended warranties are also available from alternative providers such as manufacturers and insurance companies. Some household contents insurance policies cover for accidental damage, fire or theft.

    If after comparing the terms and conditions and price you would prefer to take the other provider's warranty, remember you have 60 days from the date of purchase to cancel your Added Care.

    3. Queries and complaints

    Added Care for your technology, small appliances and television

    If you have a query regarding this policy, please telephone the administrator’s Added Care Team on 0330 100 3637 or email johnlewis@thewarrantygroup.com.

    For complaints relating to the terms of this policy, administration or claims handling under this insurance please write to the Customer Relations Department of TWG Services Limited at The Aspen Building, Floor 2, Vantage Point Business Village, Mitcheldean, Gloucestershire, GL17 0AF, telephone 0330 100 3637, or email customer.relations@thewarrantygroup.com. TWG Services Limited administers the policy on behalf of the insurer, London General Insurance Company Limited.

    If you have a complaint relating to the sale of this policy please contact John Lewis Head Office Customer Services by telephone on 020 7828 1000 or by post to 171 Victoria Street, London SW1E 5NN. If your complaint addressed to any of the above parties is not resolved to your satisfaction you may within 6 months of a final decision contact the Financial Ombudsman Service at Exchange Tower, Harbour Exchange Square, London, E14 9GE, or by telephone: 0800 023 4567 or 0300 123 9 123.

    4. Status disclosure

    Added Care for your technology, small appliances and television is underwritten by London General Insurance Company Limited, a private company limited by shares and incorporated in England, whose registered head office is at Integra House, Floor 2, Vicarage Road, Egham, Surrey TW20 9JZ. Registered Number 186573. London General Insurance Company Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority, FRN 202689. Added Care for your home appliance is provided by The Warranty Group (Isle of Man) Limited, whose registered address is Third Floor, St. Georges Court, Upper Church Street, Douglas, IM1 1EE, Isle of Man. Company number 094279C.

    5. Customers with additional requirements

    If you have hearing or speech difficulties, you can text telephone us on 0330 100 3330.
    This document and all our literature is available in large print, audio and Braille - you can call us on 0330 100 3637 to request a copy.

    Computer services

    Computer services