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.

Our policy in respect to engaging with BrightHouse customers has changed in response to COVID-19. Further details can be found at

Warranty and Insurance

Product Insurance

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
  • Gadget insurance

You will be required to provide an up to date policy schedule before you take delivery of the goods. Alternatively, Product Insurance Cover is available.

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 if you lose the product.

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

download Policy Conditions Summary pdf

Terms & Conditions

download terms and conditions pdf

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

Demand and Needs statement pdf

Pre-Contract document

Pre-Contract document pdf

How to make a claim

Please contact your local store who will be able to process your claim.

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.

If you would like a paper copy of your policy documentation, please contact your local store or Customer Relations on 0800 526 069.

Terms & Conditions FAQs

No, you don’t need to send us back a signed copy accepting the terms, we are happy that you just read through them and if you have any questions you read through the Frequently Asked Questions and if you still don’t find an answer that you call us and we will help you.

It is normal for any Insurance cover to have a time limitation of claims to be submitted. 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.

The sooner you report a theft the more accurate the evidence will be and this help the Police and you.

As long as you report the theft claim within 48 hours of your discovery (i.e. when you get home to discover your home has been broken into) then you are within the requirements of the policy and can submit a claim.

We have never covered consumables under Product Insurance Cover, as a tyre is a part 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 at some point. However the Product Insurance Cover will not cover the replacement of these items, you will need to cover the cost of replacement yourself.

No. If you took out PIC on your TV then only the TV is covered as that is what you have taken on the Rent to Own Agreement. The sound bar was a free gift in addition to the TV and therefore is not covered under the product insurance cover, neither is it covered under BrightCare or Manufacturer’s Warranty.

No, this is considered wear and tear and direct exposure to the environmental elements. It is not advisable to expose your Goods to the direct sunlight or other environmental exposure. You should ensure that you do not expose your products to environmental elements like direct sunshine, rain, flooding or storm damage.

If you are not happy with the changes and do not want to continue with your policy under these terms, then you can proceed to cancel your policy. We however remind you that you are required to maintain insurance during the Rent to own loan term and you will need to find an alternative cover. Therefore shop around for a suitable cover before you cancel your policy with us, and compare the terms of other policies and condition of cover including any excess charges that may apply and limitations of number of claims. All of these are important as not all policy cover is exactly the same.