What to do if your extended warranty provider refuses your claim

Is your extended warranty provider rejecting your claim, saying your policy has expired when it hasn't? This advice applies to electrical items, including white goods.

1 Check the terms of the warranty

If your warranty says it will end on making a claim or in certain prescribed circumstances, such as on making a claim that results in the item being replaced, then this is the agreement that you've made with the warranty provider.

If the warranty doesn’t contain a term stating that the warranty will end if the item has to be replaced, then make this point to the warranty provider and ask it to honour the remainder of the warranty.

2 Don't be fobbed off

If it's necessary for you to make another claim, and the warranty provider continues to say that the warranty has ended when it hasn’t, send it an estimate for the cost of fixing the electrical item. 

Warn the provider that if it doesn't comply with its obligations, that you'll claim back the cost of getting a third party to fix the item. 

Alternatively, if it's possible to buy a replacement warranty that will provide the same level of cover to run until the original warranty should have ended, then you could seek this cost from the original provider.

3 Financial Ombudsman Service

An extended warranty is a type of insurance, so it should be possible to take your dispute with the warranty provider to the Financial Ombudsman Service (FOS). 

Before you take this step you will need to have exhausted the provider’s internal complaints procedure first and given the provider a chance to remedy the situation.

Take a look at our guide on how to take a complaint to the Financial Ombudsman Service.  

4 Small claims court 

You could also take the dispute to the small claims court, but this should be a last resort. 

Where an Alternative Dispute Resolution process is available, such as that offered by the FOS, you should always look to use this beforehand. 

If you are planning to go to court, see our guide on how to use the small claims court

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