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Pacifica Home Services Ltd - Policy Summary

Some important facts about your policy are summarised below. This summary does not describe all the terms and conditions of the policy, so please take time to read the policy document to make sure you understand the cover it provides.

What is an Extended Warranty?

Under an Extended Warranty we will cover:

  • Parts: Will be covered by your policy if they have failed leading to the mechanical/ electrical breakdown of the product or they have suffered accidental damage.

  • Callout: Charges for the attendance of an engineer to your home to undertake a repair of the product.

  • Labour: The labour charges for the time the engineer takes to complete the repair.

The cover provided is subject to the terms, conditions and exclusions contained within your policy.

Your cover is valid for up to 48 months as detailed on your policy confirmation between the start date of your policy and the end date.

Please refer to the policy confirmation, which is given to you when the policy is issued, which will detail, the period of insurance, the product registered under the policy and your details and details of where the product is located.

Who is the Insurer?

Your policy has been arranged by: Pacifca Home Services Ltd with Amtrust Europe Limited, Registered in England No. 01229676. Registered Office: 10th Floor Market Square House, Saint James’s Street, Nottingham, Nottinghamshire, NG1 6FG.

About your Extended Warranty

Features and benefits included automatically – Please refer to the “Cover Provided” section of your policy

Subject to points below your insurance provides cover against accidental damage, mechanical / electrical breakdown and where applicable, loss of frozen food up to a value of £150.00, of the product identified on your policy confirmation. Cover includes parts, labour, callout charges (including VAT) and where the product is declared beyond economical repair we will also cover the replacement of the product, subject to the terms, conditions and exclusions of your policy.

  1. If you purchase your policy at the same time you purchase your product the accidental damage and frozen food cover sections of your policy commence from the day you purchase your policy and will continue for the period of insurance.

  2. If you purchase your policy after the date you purchase your product the accidental damage and frozen food cover sections of your policy commence immediately following the expiry of the manufacturer’s warranty period and will continue for the period of insurance.

Significant and / or Unusual Exclusions

Please refer to the “What is Not Covered” sections of your policy

  1. A mechanical electrical breakdown where an engineer states the fault to present prior to the commencement of cover provided under the policy or faults which were know to you prior to the commencement of cover under your policy;

  2. Loss and/or damage to viewing cards, or digital information and/or television programmes saved on the hard drive of the product;

  3. Consumable or auxiliary items e.g. batteries, scart leads or any accessories or peripherals that were not part of the original product or installation;

  4. Where you request additional work to be completed or the replacement any parts that have not failed;

  5. Callout charges where you are not at home when the engineer attends;

  6. Carriage costs where you are not home following the first attempt of the collection or delivery of the product by the courier;

  7. Screen burn or image retention;

  8. The cost of repair where the administrator has declared the product to be beyond economical repair or to be a write off.

  9. The replacement of the product if:

    • On request to have the product sent to one of our engineers you fail to make the product available for collection by our courier.

    • On the testing of the product by our engineers we are unable to identify a mechanical / electrical breakdown of the product.

  10. Claims arising as a result of normal wear and tear (e.g. belts, fuses, seals);

  11. Rectifying maladjustment or incorrect configuration or setting of the product e.g.

  1. Manufacturer software updates

  2. Product set up when connecting an external device e.g. gaming console, external drivers or similar device

  3. Incorrect installation of the product

Significant and / or Unusual Exclusions Continued

Please refer to the “General Exclusions” sections of your policy

  1. Damage which is stated by the engineer to be as a result of:

    1. Deliberate damage or neglect of the product;

    2. Cosmetic nature caused by but not limited to denting, scratching, chipping, staining, and rust or corrosion, in the case of ovens, cookers or ranges this shall also include ceramic and glass surfaces and oven / cooker liners.

    3. Failure to comply with the manufacturer’s instructions for the care of the product or to comply with any routine service requirements; e.g. replacement or clearance of filters

  2. A product installed in a commercial environment or where the level of use is deemed beyond normal domestic use.

  3. Faults relating to the installation of the product.

  4. Mechanical electrical breakdown which relates to a manufacturer recall.

  5. Claims arising from the interruption, failure, disconnection or power surge in the power supply and / or subscription channels to your home however caused.

  6. Consequential loss of any type e.g.

    1. Property damage caused by the product.

    2. Loss of viewing via a contracted service provider due to failure of the product.

    3. Loss of use of the product

Maximum amount payable for claims - individual claim limit 

Your policy provides cover up to the original price paid for the product on any one occasion and in aggregate over the period of insurance.

Your cancellation rights 

We hope you are happy with the cover this policy provides. However you have the right to cancel it within 45 days of receiving the policy.

You may cancel your policy at any time after the initial 45 day “Changing Your Mind” period. Where you cancel your policy after the initial 45 days covered by the “Changing Your Mind” section of your policy the administrator will provide a pro rata refund calculated on the number of days remaining on cover.

To cancel your policy, please write to the administrator at: Cancellations, Pacifca Home Services Ltd, Pacifica House, The Venter Building, Rainton Business Park, Houghton le Spring DH4 5QY. Alternatively you may call us to cancel by telephoning us on 03330 436693

The insurer shall not be bound to accept renewal of any Insurance and may at any time cancel any insurance document by giving 30 days’ notice in writing where there is a valid reason for doing so. A cancellation letter will be sent to you at your last known address. Valid reasons may include but are not limited to:

a) Fraud

b) Non-payment of premium

c) Threatening and abusive behaviour

d) Non-compliance with policy terms & conditions

Provided the premium has been paid in full you shall be entitled to a pro rata refund calculated on the number of days remaining on cover.

Making a claim

If you have a claim, please ring us as soon as possible to tell us about it on 03330 436693.

We shall be entitled to:

a) decline cover if, in our opinion, your home or main services have not been maintained in a safe or serviceable condition.

b) decide on the most appropriate means of providing cover, although we will take your wishes into account whenever possible.

c) settle any claim on a proportionate basis if you have any other guarantee or insurance covering the same loss or damage;

Where the product is to be replaced we will replace it with a product of similar specification and functionality at the time of the breakdown. If you or anyone else claiming under the policy makes a claim that is false or dishonest in any way, your policy will not be valid and you will lose all benefit of cover outlined under the policy.

What to do if you are not satisfied 

It is our intention to give you the best possible service but if you do have any questions or concerns about this insurance or the handling of a claim you should follow the complaints procedure below.

In all correspondence please state your policy number and that your insurance is provided by Amtrust Europe Limited.

The contact details are:

Customer Care Manager

Pacifca Home Services Ltd.,

Pacifica House, The Venter Building,

Rainton Business Park, Houghton le Spring

DH4 5QY

Tel: 03330 436696

We will attempt to resolve your complaint informally within three working days. Where we are unable to resolve your complaint within three working days we will send you an acknowledgement that your complaint has been received and ensure you are kept informed thereafter of the progress of the measures being taken for to reach a resolution with you.

We will by the end of eight weeks after the receipt of the your complaint, send you a written response which:

(a) is a final response that accepts the complaint and, where appropriate, offers redress or remedial action; or

(b) is a final response that offers redress or remedial action without accepting the complaint; or

(c) is a final response that rejects the complaint and gives reasons for doing so; or

(d) explains why we are not in a position to make a final response and indicates when we expect to be able to provide one

If it is not possible to reach an agreement, you have the right to make an appeal to the Financial Ombudsman Service. You may contact the Financial Ombudsman Service at:

The Financial Ombudsman Service,

Exchange Tower,

Harbour Exchange Square,London, E14 9SR, Tel: : 0300 123 9 123

The above complaints procedure is in addition to your statutory rights as a consumer. For further information about your statutory rights contact your local authority Trading Standards Service or Citizens Advice Bureau.

Compensation Scheme 

Amtrust Europe Limited is covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme, if they cannot meet their obligations. This depends on the type of business and the circumstances of the claim. Most insurance contracts are covered for 90% of the claim. You can get more information about compensation scheme arrangements from the FSCS or visit www.fscs.org.uk.

 

Extended Warranty Terms & Conditions

Introduction

Thank you for choosing Pacifca Home Services to supply your policy. Pacifca Home Services Limited is registered in England and Wales. Company number 04966472. We hope that your product will be trouble free, however, should the product fail during the period of insurance please follow the process detailed under the Claims Procedure section of your policy.

Your policy has been arranged by: Pacifca Home Services on behalf of Amtrust Europe Limited, Registered in England No. 01229676. Registered Office: 10th Floor Market Square House, Saint James’s Street, Nottingham, Nottinghamshire, NG1 6FG.

Pacifcia Home Services Limited is authorised and regulated by the Financial Conduct Authority.

Amtrust Europe Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. This can be checked on the Financial Services Register at www.fca.org.uk/firms/systems-reporting/register or by calling them on 0800 111 6768. Calls to 0800 free phone numbers are free from landlines but call charges from mobiles may vary and you may want to check this with your service provider.

Your policy has been designed to provide the highest level of service to you and the best protection for your product. If having read the details of the cover provided you wish to change your mind, simply refer to the section headed “Changing Your Mind” below. To assist you in understanding the cover provided under your policy and the benefits provided we have used certain words and / or phases to which specific meanings have been attached, where a word or phrase has a specific meaning it will appear in bold and be listed as a definition under the policy.

Governing Law

Unless some other law is agreed in writing, this policy and any ancillary matters are governed by and construed in accordance with English law. If there is a dispute, it will only be dealt with in the courts of England or of the country within the United Kingdom in which your main residence is situated.

Definitions

The following words or phrases detailed below have the following meaning wherever they appear in the policy in bold.

Accidental Damage

A sudden and accidental event resulting in the failure of any component of the product which prevents normal operation and requires repair or replacement before normal operation can be resumed.

Administrator

Pacifca Home Services Ltd, Pacifica House, Rainton Business Park, Houghton le Spring DH4 5QY.

Beyond Economical Repair

Where the cost of a single repair exceeds 90% claim limit

Callout

The attendance of an engineer to your home.

Claim Limit

Your policy provides unlimited claims up to the original purchase price of the product during the period of insurance. Consequential Loss - Indirect loss or damage resulting from the event which caused the claim under this policy.

Engineer

A tradesman appointed by the administrator.

Home

The property situated in the United Kingdom, Channel Islands or Isle of Man, detailed on your policy confirmation where the product is located.

Mechanical / Electrical Breakdown

The actual and sudden mechanical / electrical failure or breakdown which results in the sudden stoppage of the products normal functions and which necessitates repair to resume those functions or replacement. Failure or breakdown that ultimately results from wear and tear is excluded from the scope of cover afforded by this policy.

Period of insurance

If your policy confirmation is supplied by the administrator then the policy commences on the start date as shown on your policy confirmation and shall end on the end date shown on your policy confirmation. If your policy confirmation is your Co-operative electrical purchase receipt then the policy commencement date is the delivery date of your product and will continue for the number of years you have purchased as indicated on your Co-operative electrical purchase receipt.

Product

The appliance detailed on the policy confirmation installed within the home for domestic use.

Policy confirmation

Your policy confirmation contains details of you and the product covered by your policy. The policy confirmation is either supplied by the administrator or is your purchase receipt from the Co-operative electrical.

Territorial Limit

The United Kingdom of England, Wales, Scotland, Northern Ireland, the Channel Islands, or the Isle of Man

We / Us / Our / Insurer

Amrtust Europe Limited.

Wear and Tear

The gradual deterioration associated with normal use and age of the product and its components.

Write Off

Where the product has had two previous repairs completed under the policy and if it has been identified that the product needs a third repair, the administrator takes the decision to replace the product as opposed to completing the repair under the policy.

You / You

The person named on the policy confirmation

Cover Provided

The cover provided by your policy is in addition to any warranty provided by the manufacturer of your Product.

Subject to points a) and b) below your policy provides cover against accidental damage and mechanical / electrical breakdown of the product identified on your policy confirmation within the territorial limits during the period of insurance. Your policy also provides cover for loss of frozen food up to a value of £150.00.

  1. If you purchase your policy at the same time you purchase your product the accidental damage and frozen food cover sections of your policy commence from the day you purchase your policy and will continue for the period of insurance.

  2. If you purchase your policy after the date you purchase your product the accidental damage and frozen food cover sections of your policy commence immediately following the expiry of the manufacturer’s warranty period and will continue for the period of insurance.

Please note the mechanical / electrical cover provided by your policy will commence on the expiry of the manufacturer’s warranty period and continue for the period of insurance.

Understanding your policy

Repair / Replacement Cover

Repair:

Where the administrator appoints an engineer to repair your product we will cover:

• Parts: Will be covered by your policy if they have failed leading to the mechanical/ electrical breakdown of the product or they have suffered accidental damage.

• Callout: Charges for the attendance of an engineer to your home to undertake a repair of the product,

• Labour: The labour charges for the time the engineer takes to complete the repair.

 

Where the administrator assesses the product is to be repaired away from the home we will cover;

• Parts: Will be covered by your policy if they have failed leading to the mechanical / electrical breakdown of the product or they have suffered accidental damage.

• Callout: Charges for the product to be collected and returned to your home, where you are unavailable to take delivery of the replacement product our liability will be limited to the delivery back to the couriers distribution centre.

• Labour: The labour charges relating to the inspection of the product and any associated repair costs.

 

Replacement

Where the administrator appoints an engineer to repair your product we will cover:

• Parts: Will be covered by your policy if they have failed leading to the mechanical/ electrical breakdown of the product or they have suffered accidental damage.

• Callout: Charges for the attendance of an engineer to your home to undertake a repair of the product,

• Labour: The labour charges for the time the engineer takes to complete the repair.

 

Where the administrator assesses the product is to be repaired away from the home we will cover;

• Parts: Will be covered by your policy if they have failed leading to the mechanical / electrical breakdown of the product or they have suffered accidental damage.

• Callout: Charges for the product to be collected and returned to your home, where you are unavailable to take delivery of the replacement product our liability will be limited to the delivery back to the couriers distribution centre.

• Labour: The labour charges relating to the inspection of the product and any associated repair costs.

We do not cover:

1. A mechanical electrical breakdown where an engineer states the fault to be present prior to the commencement of cover provided under the policy or faults which were known to you prior to the commencement of cover under your policy.

2. Loss and / or damage to viewing cards, or digital information and / or television programs saved on the hard drive of the product.

3. Consumable or auxiliary items e.g. batteries, scart leads or any accessories or peripherals that were not part of the original product or installation.

4. Where you request additional work to be completed or the replacement of any parts that have not failed.

5. Callout charges where you are not at home when the engineer attends.

6. Carriage costs where you are not home following the second attempt of the collection or delivery of the product by the courier

7. Claims arising as a result of normal wear and tear (e.g. belts, fuses, seals).

8. Screen burn or image retention.

9. The cost of repair where the administrator has declared the product to be beyond economical repair or to be a write off in which case a replacement item will be provided subject to the claim limit?

10. The replacement of the product if on request to have the product sent to one of our engineers you fail to make the product available for collection by our courier.

11. Any installation or scrappage costs where the product is not a kitchen appliance.

12. Rectifying maladjustment or incorrect configuration or setting of the product e.g. a) Manufacturer software updates

b) Product set up when connecting an external device e.g. gaming console, external drives or similar devices

c) Incorrect installation of the product

Cover is provided subject to the terms, conditions and exclusions of your policy.

General Exclusions

We do not cover:

1. A mechanical electrical breakdown where an engineer states the fault to be present prior to the commencement of cover provided under the policy or faults which were known to you prior to the commencement of cover under your policy.

2. Loss and / or damage to viewing cards, or digital information and / or television programs saved on the hard drive of the product.

3. Consumable or auxiliary items e.g. batteries, scart leads or any accessories or peripherals that were not part of the original product or installation.

4. Where you request additional work to be completed or the replacement of any parts that have not failed.

5. Callout charges where you are not at home when the engineer attends.

6. Carriage costs where you are not home following the second attempt of the collection or delivery of the product by the courier

7. Claims arising as a result of normal wear and tear (e.g. belts, fuses, seals).

8. Screen burn or image retention.

9. The cost of repair where the administrator has declared the product to be beyond economical repair or to be a write off in which case a replacement item will be provided subject to the claim limit?

10. The replacement of the product if on request to have the product sent to one of our engineers you fail to make the product available for collection by our courier.

11. Any installation or scrappage costs where the product is not a kitchen appliance.

12. Rectifying maladjustment or incorrect configuration or setting of the product e.g.

a) Manufacturer software updates

b) Product set up when connecting an external device e.g. gaming console, external drives or similar devices

c) Incorrect installation of the product

 

General Conditions

We do not cover:

1. A mechanical electrical breakdown where an engineer states the fault to be present prior to the commencement of cover provided under the policy or faults which were known to you prior to the commencement of cover under your policy.

2. Loss and / or damage to viewing cards, or digital information and / or television programs saved on the hard drive of the product.

3. Consumable or auxiliary items e.g. batteries, scart leads or any accessories or peripherals that were not part of the original product or installation.

4. Where you request additional work to be completed or the replacement of any parts that have not failed.

5. Callout charges where you are not at home when the engineer attends.

6. Carriage costs where you are not home following the second attempt of the collection or delivery of the product by the courier

7. Claims arising as a result of normal wear and tear (e.g. belts, fuses, seals).

8. Screen burn or image retention.

9. The cost of repair where the administrator has declared the product to be beyond economical repair or to be a write off in which case a replacement item will be provided subject to the claim limit?

10. The replacement of the product if on request to have the product sent to one of our engineers you fail to make the product available for collection by our courier.

11. Any installation or scrappage costs where the product is not a kitchen appliance.

12. Rectifying maladjustment or incorrect configuration or setting of the product e.g. a) Manufacturer software updates

b) Product set up when connecting an external device e.g. gaming console, external drives or similar devices

c) Incorrect installation of the product

 

Cover is provided subject to the terms, conditions and exclusions of your policy.

Claims Procedure

It is vital to obtain cover under your policy in the event of a claim that you contact the administrator by telephone on 03330 436693 or by email at service@ukwarranty.com. Please provide the administrator with as much information about what has happened as soon as possible. You should include;

1. Your policy number and details of the product.

2. Date of incident.

3. What appears to be at fault with the product

 

The administrator will assess the nature of the incident and check if it is covered under your policy and if necessary arrange for the product to be repaired or replaced.

Changing Your Mind

We hope you are happy with the cover this policy provides, however, if after reading this policy it does not meet with your requirements or you have simply changed your mind please contact us within 45 days of purchasing the cover and we will arrange to cancel your policy. A full refund is subject to no claims being recorded against the policy. Please write to us at Cancellations, Pacifca Home Services Ltd, Pacifica House, The Venter Building, Rainton Business Park, Houghton le Spring DH4 5QY

Cancellation

You may cancel your policy at any time after the initial 45 day “Changing Your Mind” period. Where you cancel your policy after the initial 45 days covered by the “Changing Your Mind” section of your policy the administrator will provide a pro rata refund calculated on the number of days remaining on cover.

To cancel your policy, please write to the administrator at: Cancellations, Pacifca Home Services Ltd, Pacifica House, The Venter Building, Rainton Business Park, Houghton le Spring DH4 5QY.

The insurer shall not be bound to accept renewal of any Insurance and may at any time cancel any insurance document by giving 30 days’ notice in writing where there is a valid reason for doing so. A cancellation letter will be sent to you at your last known address. Valid reasons may include but are not limited to:

a) Fraud

b) Non-payment of premium

c) Threatening and abusive behaviour

d) Non-compliance with policy terms & conditions

Provided the premium has been paid in full you shall be entitled to a pro rata refund calculated on the number of days remaining on cover.

Complaints procedure

It is our intention to give you the best possible service but if you do have any questions or concerns about this insurance or the handling of a claim you should follow the complaints procedure below.

In all correspondence please state your policy number and that your insurance is provided by Amtrust Europe Limited.

The contact details are:

Customer Care Manager

Pacifca Home Services Ltd.,

Pacifica House, The Venter Building,

Rainton Business Park, Houghton le Spring

DH4 5QY

Tel: 03330 436696

We will attempt to resolve your complaint informally within three working days. Where we are unable to resolve your complaint within three working days we will send you an acknowledgement that your complaint has been received and ensure you are kept informed thereafter of the progress of the measures being taken for to reach a resolution with you.

We will by the end of eight weeks after the receipt of the your complaint, send you a written response which:

(a) is a final response that accepts the complaint and, where appropriate, offers redress or remedial action; or

(b) is a final response that offers redress or remedial action without accepting the complaint; or

(c) is a final response that rejects the complaint and gives reasons for doing so; or

(d) explains why we are not in a position to make a final response and indicates when we expect to be able to provide one

If it is not possible to reach an agreement, you have the right to make an appeal to the Financial Ombudsman Service. You may contact the Financial Ombudsman Service at:

The Financial Ombudsman Service,

Exchange Tower,

Harbour Exchange Square,London, E14 9SR, Tel: : 0300 123 9 123

The above complaints procedure is in addition to your statutory rights as a consumer. For further information about your statutory rights contact your local authority Trading Standards Service or Citizens Advice Bureau.

Compensation Scheme

Amtrust Europe Limited  is covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme, if they cannot meet their obligations. This depends on the type of business and the circumstances of the claim. Most insurance contracts are covered for 90% of the claim with no upper limit. You can get more information about compensation scheme arrangements from the FSCS or visit www.fscs.org.uk

Data Protection Act (1998)

Please note that any information provided to us will be processed by us and our agents in compliance with the provisions of the Data Protection Act 1998, for the purpose of providing insurance and handling claims, if any, which may necessitate providing such information to third parties. We may also send the information in confidence for process to other companies acting on their instructions including those located outside the European Economic Area.

Data Transfer Consent

By purchasing this insurance policy with AmTrust Europe Limited, you have consented to the use of your data as described below.

Data Protection Policy

We are committed to protecting your privacy including sensitive personal information; please read this section carefully as acceptance of this insurance policy will be regarded as having read and accepted these Terms and Conditions.

Sensitive Information

Some of the personal information we ask you for may be sensitive personal data, as defined by the Data Protection Act 1998 (such as information about health or criminal convictions). We will not use such sensitive personal data about you or others except for the specific purpose for which you provide it and to provide the services described in your policy documents.

How we use and protect your information and who we share it with

We will use your information to manage your insurance policy, including underwriting and claims handling. This may include disclosing it to other insurers, administrators, third party underwriters and reinsurers.

Your information comprises of all the details we hold about you and your transactions and includes information obtained from third parties. We may use and share your information with other members of the AmTrust group companies (The Group). The Group contains companies based throughout the world, both inside and outside Europe (for example, in the USA). By purchasing this policy you have consented to your data being stored and processed in the USA. We will provide an adequate level of protection to your data.

We do not disclose your information to anyone outside The Group except:

• Where we have your permission

• Where we are required or permitted to do so by law

• To credit reference and fraud prevention agencies

• Other companies that provide a service to us or you

• Where we may transfer rights and obligations under this agreement.

We may transfer your information to other countries and jurisdictions on the basis that anyone to whom we pass it provides an adequate level of protection. However, such information may be accessed by law enforcement agencies and other authorities to prevent and detect crime and comply with legal obligations.

Your Rights

Under the Data Protection Act 1998 you have certain rights regarding access to your information. You have the right to see a copy of the personal information we hold about you, if you believe that any of the information we are holding is incorrect or incomplete, please let us know as soon as possible. To provide a copy of the information we may ask you for a small fee.

Marketing

AmTrust Europe will not use your data for marketing purposes. All information provided is used to manage your insurance policy only.

 

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