Warranty & Insurance - FAQs
Insurance covers fire, theft and accidental damage to your goods under hire purchase agreement with BrightHouse. It does not cover product fault repairs. BrightCare cover the product fault repairs or replacement and does not cover fire, theft or accidental damage. So in simple terms, insurance covers your goods in the event of an incident that results in damage to or total loss of your item caused by you or a third party. BrightCare cover your goods for any product failure mechanically that results in you needing to repair it or to replace it as it is beyond repair.
BrightCare is an extended warranty package that offers you cover over and above the manufacturer's warranty.
Some of the enhanced features offered by BrightCare are:
- Promised repair time frames per product category.
- If unable to repair, we will replace goods under your hire purchase agreement with a like for like (features and price range) replacement – make and colour may differ.
- No fault found no charge applied.
- Free delivery and installation of replacement item.
Yes you can by contacting your store and selecting option 3 or online on our webpage www.brighthouse.co.uk/make-a-claim
No, we are not offering in home repairs at all during this time. If your product is deemed essential, we will provide you with a loaner if we are able to. We however will only deliver to your door and we will not undertake a delivery if anyone is in isolation in your home. You will have to reschedule a delivery of the loaner once you are able to.
Yes you should as you have an obligation to pay your hire purchase agreement loan and you need to have insurance on your item. However you can apply for a payment pause for up to 28 days if you are under financial distress (lost employment or have no source of income during this period and are not able to top up your income from any Government Covid-19 income programs). In addition, if we are not able to provide you with a loaner or repair and you have no use of the product at all, we will provide a weekly refund of your Insurance or BrightCare premium (claim dependent) for the weeks that you are without the use of a product. To qualify for this, your account must be up to date and not in arrears or under a forbearance arrangement. In addition only Insurance offered through BrightHouse is refundable, we cannot refund you insurance premiums paid to other insurance companies. You will need to approach your own insurance provider to see if they can help you in any way.
Cosmetic damages or partial faults such as a tear in fabric do not impact on the usability of the product or a default charger on a phone yet the phone still works would not qualify for a refund, as you are still covered for potentially other incidents like fire or theft.
You can cancel your Insurance and BrightCare at any time during your agreement. However we only allow for the signing up of Insurance and BrightCare up to 28 days from the date that you take up your agreement. Should you cancel your cover now, we will not be able to reinstate it at a later date. You can however take out insurance or warranty cover with other providers in the market.
If you don't have BrightCare and your product has a technical failure outside of the warranty period, you can still get it fixed, however You will need to cover the cost of the repair, in one single payment.
Goods bought under a hire purchase agreement must be insured at all times for theft, fire and accidental damage. We need to know that you have such cover, as you are required to pay off your hire purchase agreement in order for ownership of the goods to pass to you. If it is stolen whilst you are paying it off and you don't have insurance in place, you would still have to pay your hire purchase loan agreement and we don't want you to have to pay for something you don't have. Therefore we insist that you have insurance, with BrightHouse or someone else of your choice, provided that it covers the goods under hire purchase agreement.
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 you please give them a call to confirm.
No, excess fees are not payable for claims made under the BrightHouse Insurance policy cover.
No, there is no limit to the number of claims you can make.
Unfortunately not. Once you settle the hire purchase agreement with BrightHouse your insurance and Brightcare cover will no longer be in place, and you will need to take out insurance cover with another provider if you want to cover your goods against theft, accidental damage and/or an extended warranty cover.
Up to 28 days after you take out your hire purchase agreement with us, you can take up BrightCare and/or Insurance cover with BrightHouse. Thereafter you will no longer be permitted to add Insurance and BrightCare to your hire purchase agreement.
Yes you can at any time, by providing one weeks' notice to cancel.
If you have cancelled the insurance within the first 28 days and wish to take it up again you can. If you have cancelled your insurance post that period, for example 6 months into your hire purchase agreement, then unfortunately at this point in time we will not be able to offer you cover on your goods.
No, insurance will provide you with a repair or if the item is beyond economic repair, insurance will replace your TV with a same aged TV of a similar condition, but not a new TV.