All BrightHouse stores remain closed. We want to re-assure you that we are doing everything we can to ensure that you are supported and our customer service teams remain available via phone or online query. If you are a BrightHouse customer, you can speak to one of our colleagues by calling your local store number.
Servicing, warranties and insurance claims will continue to be provided by the logistics and engineering business operated by CTL until further notice. If you are a BrightHouse customer, you can speak to one of our colleagues by calling your local store.
Insurance against loss, accidental damage, fire and theft
It is a condition of the hire purchase agreement that your product(s) must be insured against loss caused by accidental damage, fire and theft.
You are free to choose where to purchase your insurance which may include:
Home contents insurance
What is Product Insurance Cover?
Product Insurance Cover provides cover for loss arising from the theft of your hire purchase goods or any loss or damage to them caused by fire or accident. It does not cover you for loss of the product and it does not cover loss or damage to anything other than hire purchase goods provided by BrightHouse.
For more information about what is covered and excluded and how to make a claim you can read or print the Insurance Product Information Document (IPID) and the terms and conditions of your cover below.
Policy Conditions Summary
Terms & Conditions
In addition, please find specimen documentation that you signed as part of your hire purchase agreement. You would have received copies of this at the time, but we know that you may have them filed away somewhere that is not always convenient to access, so you can now read or print these from here too.
Demand and Needs statement
How to make a claim
If something goes wrong, please contact us using one of the following options:
Or contact our Customer relations team on 0800 526 069
If the claim is as a result of loss due to fire or theft, please ensure you have a fire report or crime reference number as applicable. We will not be able to process your claim without these.
We are encouraging you to put your claim in as soon as you become aware of it. The sooner you report the product needs fixing, the easier it is for us to find parts and attend to the repair.
The time limit is not for us to decline your claim, therefore it is not an absolute that a claim submitted outside the 30 days will be declined, however the delay in reporting your claim may result in a longer turnaround time as the investigation and assessment on your claim may take longer and the repair may take longer too, if approved.
No, if you have not renewed your weekly cover, then you are not covered, so it’s important that you pay on time each week, to keep your cover up to date.
Cover is renewed weekly, so if you have just settled your loan (last few days) and paid cover in advance, then yes you could be in a position to submit a claim. However if you have settled your loan not including cover in advance, then no you cannot put a claim as your cover will no longer be active.
We have never covered consumables under Product Insurance Cover, as these are parts of the Good that will need to be repaired or replaced due to general wear and tear. Just like a battery, charger cables and other items, these parts of the Goods purchased are all consumables and they have a limited life span and will need to be replaced by you in the normal course of use.
Repairs are offered a 30 day repair warranty period only. If this period has now passed, you will not be able to put a claim in, if you no longer have cover with us.
No. Unfortunately you should always have a sofa unit or other furniture cleaned by a professional services company with the necessary insurance to claim in the event something goes wrong. If you have washed the cushions, you will not be covered under insurance as this is not accidental.
No, cover is not transferrable to others. It is issued for the name on the loan agreement only and you may not transfer the rights under the cover to anyone else, without the permission of BrightHouse.
As per government guidelines we will not be able to offer a repair until your home is risk free. You can schedule a repair when you and your family are no longer in self-isolation and are risk free.
Without cover or a valid manufacturer’s warranty in place, we will not be able to offer you a repair.
Yes you can. Provided your household contents cover provides you with protection against theft, fire and accidental damage and covers goods under hire purchase – then you can add your BrightHouse hire purchase goods to your content insurance cover. If you are unsure if your insurance provider covers this please give them a call to confirm.
No, excess fees are not payable for claims made under the BrightHouse Insurance policy cover.
Unfortunately, no you can’t. Once you settle the hire purchase agreement with BrightHouse your insurance and BrightCare cover will no longer be in place.
No. As BrightHouse is in administration, we are not able to sell new covers and therefore cannot offer you a new cover, if you have cancelled your cover.
Technology Claim (mobiles, gaming and laptops) We
will send you DPD packaging to your home address with instructions on how to return your product.
Follow the instructions inside on how to package your return, and drop it off at a DPD store where it will be sent directly to our 3rd party repair centre.
We must receive your package within 21 days of your claim or your claim will be closed. Once your item is repaired we will contact you to schedule it to be returned via DPD.
Furniture, Dining and Bedding claims You will receive a call from our appointed repair agent HomeServe and they will arrange to call at your home to assess your product under claim. HomeServe will offer repairs in accordance with the prevailing Covid-19 guidelines and will need to ensure that you understand and accept the service guidelines in the home. You will not be asked to sign a job card for the visit detailing what work if any was carried out or what parts were needed. Please ensure you are home for your appointment. In the event you miss an appointment we will reschedule it for the next available date. We will only attempt to undertake a in home repair twice, for failed appointments after which the claim will be closed down as incomplete.
White Goods and TV’s You will be contacted to arrange an in-home visit in most claims cases by Pacifica (0800Repair), our appointed repair agent. Pacifica will continue operations as long as they are permitted to due to lockdown restrictions in your area. If your home is at risk due to persons shielding or anyone has Covid-19 symptoms Pacifica will not be able to undertake any assessment or repair until your home is risk free. If we are unable to repair on the first visit, we will arrange a follow up visit. If, however, we believe your product cannot be repaired in the home we will arrange for collection of your product to have it repaired at one of Pacifica’s repair centres. In the event that your product is beyond repair the engineer will inform us. We can then offer a replacement or an alternative settlement, depending on what stock is available.
The insurance is provided by Caversham Insurance Limited. Caversham Insurance Limited is authorised by the Gibraltar Financial Services Commission and subject to limited regulation by the Financial Conduct Authority and Prudential Regulation Authority. Our head office address is Suite 827 Europort, PO Box 708, Gibraltar GX11 1AA. Caversham Insurance Limited is a limited liability company with share capital of £7,931,776. We are covered by the Financial Services Compensation Scheme (FSCS). If we cannot meet our obligations, you may be entitled to compensation from the scheme. Full details are available at www.fscs.org.uk.
Chris Laverty, Trevor O’Sullivan and Helen Dale of Grant Thornton UK LLP were appointed as Joint Administrators of Caversham Finance Limited on 30 March 2020. Caversham Finance Limited (in Administration) (‘CFL’) operates a business trading as BrightHouse providing rent-to-own and cash lending services. Registered in England and Wales. Registered Number: 00785922. Registered Address: c/o Grant Thornton, 11th Floor Landmark, St Peter’s Square, 1 Oxford St. Manchester, M1 4PB. Authorised and regulated by the Financial Conduct Authority under registration number 695094. The affairs, business and property of CFL are being managed by Chris Laverty, Trevor O’Sullivan and Helen Dale, appointed as Joint Administrators on 30 March 2020. The Joint Administrators act as agents of CFL and without personal liability. Chris Laverty, Trevor O’Sullivan and Helen Dale are authorised by the IPA to act as insolvency practitioners.
Chris Laverty, Andrew Charters and Sarah O’Toole of Grant Thornton UK LLP were appointed as Joint Administrators of Caversham Trading Limited on 30 March 2020. Caversham Trading Limited (in Administration) (‘CTL’) operates a logistics and engineering business supporting servicing, warranty and insurance claims of BrightHouse rent-to-own customers in the UK. Registered in England and Wales. Registered Number: 05396147. Registered Address: c/o Grant Thornton, 11th Floor Landmark, St Peter’s Square, 1 Oxford St. Manchester, M1 4PB. The affairs, business and property of CTL are being managed by Chris Laverty, Andrew Charters and Sarah O’Toole, appointed as Joint Administrators on 30 March 2020. The Joint Administrators act as agents of CTL and without personal liability. Chris Laverty, Andrew Charters and Sarah O’Toole are authorised by the IPA to act as insolvency practitioners.
The insurance is provided by Caversham Insurance Limited. Caversham Insurance Limited is authorised by the Gibraltar Financial Services Commission and subject to limited regulation by the Financial Conduct Authority and Prudential Regulation Authority. Details about the extent of our regulation by the Financial Conduct Authority and Prudential Regulation Authority are available from us on request. Caversham Insurance Limited's firm reference number is 843992. We operate in the UK through our insurance intermediary, Caversham Finance Limited (in Administration) (trading as BrightHouse). Registered Address: c/o Grant Thornton, 11th Floor Landmark, St Peter’s Square, 1 Oxford St. Manchester, M1 4PB.
You can check Caversham Insurance Limited and Caversham Finance Limited's registration on the FCA’s Financial Services Register by visiting https://register.fca.org.uk or by contacting the FCA on 0800 111 6768.