Q: Who do I call for help and support, to make a claim, update my details or cancel the policy?
Please contact Team Knowhow Customer services on 1890 818 575.
Or email: customer.services@Teamknowhow.com
Alternatively write to us at; Team Knowhow Customer Services, PO Box 4043, Swindon, UK.
- Monday - Friday: 8am to 8pm
- Saturday: 9am to 6pm
- Sunday: 9am to 5pm
Q: How long does it take for my product to be repaired?
A: We will strive to repair all items within the 14 day maximum repair timescale. The 14 day repair promise starts from when we collect your item or when you drop your item to one of our stores. Repairs may be completed well within the timescale if parts are readily available. If parts need to be ordered through the manufacturer or other suppliers it may take longer. If the repair breaches the maximum repair time you can request a like-for-like replacement.
Q: Are there any excess charges?
A: No, we have no excess charges.
Q: What does Kit Insurance protect my product against?
1. We will repair your Product in the event of;
- sudden and unexpected damage that affects how the Product works; or
- failure of the Product due to an internal electrical or mechanical fault happening after the date the manufacturer’s warranty expires
We may at our sole discretion:
- repair the Product or any part of it using a repair service of our choice; or
- if we are unable to repair your Product, we will provide you with a Currys PC World replacement voucher to obtain a replacement Product.
- Washing machines and dishwashers – cleaned and descaled.
- Cookers – trays, grills, interior and exterior cleaned.
- Fridge freezers – defrosted and given an antibacterial clean.
- Unlimited repairs
- Worldwide protection
- Computing – Data recovery, virus & spyware removal, an annual healthcheck and 24/7 freephone support
- White Goods – An annual valet service
- Computing and TVs – the loan of a TV or laptop for the duration of the repair
- Sudden and unexpected damage that affects how the Product works; or
- Failure of the Product due to an internal electrical or mechanical fault happening after the date the manufacturer’s warranty expires.
- Replacement of regularly replaced/consumable items
- Cosmetic damage that does not affect how the Product works
- Any incident caused intentionally by you or, anyone who has permission to use the Product. Stored information, including (but not limited to) any data, downloads, videos, music and applications and any costs relating to the retrieval of data (other than data recovery services detailed in your Kit Insurance Terms and conditions).
- Any claim for theft or loss
- Any incident that occurred before the start date of this policy
- Any breakdown that is covered by the manufacturer's warranty, or a claim resulting from a manufacturer's recall of the product
- You may not be protected for accidental damage or mechanical breakdown
- Portable products may not be protected
- Your annual premium may increase after your claim
- You may have to pay an excess: This question depends entirely on the terms of your home insurance. Kit Insurances are repair/replacement service agreements and not insurance. We do NOT cover for loss or theft. In general, home insurance will cover theft and mishap but not mechanical breakdown. Also there is usually an excess charge on a home insurance to any claims made. We do NOT charge any excess on any of the benefits of our plans.
2. Frozen Food Spoilage
If your Policy cover applies to a product that is a fridge, freezer or fridgefreezer, you are covered for spoilt frozen food up to a limit of €250 per claim, as a result of breakdown of or damage to the Product. Where you make a successful claim for your product the maximum value we will pay for frozen food spoilage over the life of your Policy is €1,000.
3. Healthcheck, Virus/Spyware removal and Data recovery (PCs & laptops only)
If your Policy cover applies to a Product that is a PC or a laptop which has a Windows operating system, you may be entitled to a ‘healthcheck’ of your Product provided by Currys PC World or Dixons travel (one per 12-month period). If your PC or laptop is infected by a virus, trojan horse, worm, spyware or malware, or you have corrupted or lost data, call Team Knowhow Support on 1890 818 575 for help. You may be required to take your Product into the nearest store with a Team Knowhow service centre.<.p>
If you require data recovery you must request this service at the time of booking. Upon request, we will try to retrieve your data however, all recoveries greater than 32GB will require you to provide an external hard drive. To carry out this service your Product will be taken to the Team Knowhow repair lab where we will do our best to recover your data. We cannot guarantee that we can recover your data.
4. Valet Service (selected large kitchen appliances only)
We will cover one valet service for your device per 12-month period. The valet service is available if your Policy cover applies to a Product that is one of the following large kitchen appliances only:
5. 24/7 Expert Support & Advice
If you require support and advice or for any reason your Product isn’t working, please call Team Knowhow Support on 1890 818 575 who will try to diagnose the problem and find a solution. If they can’t solve the problem over the phone they will advise you of the next steps to make a claim.
A: Your product is protected against mechanical breakdown or damage through mishap (other than cosmetic) and includes all parts, labour and callout charges.
In addition, your Kit Insurance includes:
Q: What does Instant Replacement protect my product against?
Damage & Breakdown
We will replace your Product in the event of;
Cover applies worldwide, however if an incident occurs while you are abroad, we will not be able to settle your claim until you return to the Republic of Ireland.
Q: What is not insured?
Other exclusions apply, please see the full policy terms and conditions
Q: Can I pay by instalments?
A: Yes, we offer the option to pay on a PAYG basis by direct debit. This will run for 5 years from the Policy start date unless it is cancelled by you or us before then. Continuously until you no longer wish to continue the plan. On term agreements renewals we can offer to take the payments in full, or over 3 payments. Term agreements can be paid in full, or over 10 instalments.
Q: Can I renew when my Kit Insurance ends?
A: Once an agreement (between 1 - 5years) is coming to an end, we will send a letter around 6 weeks before it's due to expire. We will include a quote for a 12 month extension. This will happen every year until the plan in no longer required.
Q: How long after buying a product do I have to take out Kit Insurance?
A: We can offer Kit Insurance and Instant replacement on products up to 45 days 12 months old, provided they are in fully functioning condition. You can purchase a Kit Insurance policy any time up to 45 days from buying your product providing it's in good working order.
Q: Will the Kit Insurance protect me if I drop my product?
A: Yes, our Kit Insurance will cover mishaps. However, damage caused by neglect, misuse or abuse of the product is excluded.
Q: Is there a charge for using my credit card?
A: No, we do not take any additional charges for any payment method.
Q: Why do I need Kit Insurance when I have a manufacturer's guarantee?
A: Kit Insurance protects your product against mishaps and includes all parts, labour and callout charges. A manufacturer’s warranty does not cover for mishaps, only mechanical breakdown.
Timescales: Kit Insurance promises a 14 day repair time. If it cannot be repaired, you will receive vouchers of the same value. Manufacturers’ guarantees do not tend to have timescale promises for repairs.
Un-repairable items: Kit Insurance will provide Currys PC World vouchers to the value of a like-for-like replacement.
Q: Aren't items already covered under my home insurance?
A: Your insurance may provide you with some protection but:
Q: Who arranges Team Knowhow insurance policies
Team Knowhow Insurance is arranged by DSG Retail Ireland Limited, a tied agent of The Carphone Warehouse Limited. This insurance is underwritten by Aviva Insurance Ireland DAC. The Carphone Warehouse administers these policies (including claims handling and premium collections) on its behalf. The Carphone Warehouse Limited, trading as The Carphone Warehouse, is regulated by the Central Bank of Ireland. A private company limited by shares. Registered in Ireland No. 237397, with registered office at Omni Park Shopping Centre, 3rd Floor Office Suite, Santry, Dublin 9 and Head Office at Omni Park Shopping Centre, 3rd Floor Office Suite, Santry, Dublin 9. Aviva Insurance Ireland DAC, trading as Aviva, is regulated by the Central Bank of Ireland. A Private company limited by shares. Registered in Ireland No. 605769. Registered Office: One Park Place, Hatch Street, Dublin 2, Ireland, D02 E651.
Q: How do I cancel my policy>
If you have a ’Monthly’ Policy and you cancel the Policy within the first 28 days you will receive a complete refund on premiums paid (unless you have made a claim). If you have made a claim or you wish to cancel after the first 28 days, you can cancel your Policy from the end of any insured month, by giving notice that you wish to cancel before the end of that month.
If you have a ‘Term’ Policy and you cancel the Policy within the first 28 days you will be entitled to a full refund (unless you have made a claim). If you cancel the Policy after 28 days you will be entitled to a pro - rata refund, calculated on the number of unexpired, insured months remaining for which you have paid.
If you no longer wish to insure the Product described in your Insurance Certificate you can provide notice to cancel your Policy by calling Team Knowhow Support on 1890 818 575 or email: Customer.services@Teamknowhow.com notifying us of your wish to cancel.
You may also give notice of your intention to cancel your agreement by writing to us at: Team Knowhow Customer Services, PO Box 4043, Swindon, SN4 4NA.
For full details on cancelling your policy including refunds please see the terms and conditions section.
Q: How do I make a complaint?
We aim to give excellent service to all our customers but we recognise that sometimes things can go wrong. If you are not happy with any aspect of the handling of your insurance and you wish to make a complaint then you can contact us by calling 1890 818575, by emailing customer.services@Teamknowhow.com or by letter addressed to Team Knowhow Complaints Customer Services, PO Box 4043, Swindon, UK. You must always make sure to quote your name and address and the Policy number shown on your certificate of insurance.
We will do our best to resolve the complaint promptly; however, if this is not possible we will send a written acknowledgement to you within five working days. We will then investigate the complaint and respond as quickly as possible, providing a full written response. If, having reached the end of our internal complaints procedure you feel the complaint has not been resolved you can contact the Financial Services and Pensions Ombudsman by calling +353 1 567 7000 (national call rate), by email to info@fspo.ie, online at www.fspo.ie, or by writing to The Financial Services and Pensions Ombudsman, Lincoln House, Lincoln Place, Dublin 2, D02 VH29.
Q: Will you match the price if I'm offered a cheaper quote from the manufacturer?
A: Kit Insurances have fixed prices and we will therefore not price match. Our benefits vary from the manufacturers; for example, no excess costs, so therefore our prices may be different.
These answers are based on the current Terms and Conditions. Agreements taken out before October 2012 may have different benefits and entitlements.
Q: Who do I call for help and support, to make a claim, update my details or cancel the policy?
A: Please contact Team Knowhow services on 1890 818 575.
Or email: customer.services@Teamknowhow.com
Alternatively write to us at; Team Knowhow Customer Services, PO Box 4043, Swindon, UK.
Monday - Friday: 8am to 8pm
Saturday: 9am to 6pm
Sunday: 9am to 5pm
Q: What information do I need to provide?
A: Before you call, we recommend you have your Kit Insurance agreement or reference number to hand as you will be asked for the reference and to confirm the name and address on your agreement. We will then ask for details of the fault or damage to the product so we can diagnose the problem.
TVs, computers and peripherals: If we cannot resolve the issue over the phone, your product will be sent to our repair centre in Newark where our engineers will access and repair the product.
Kitchen and laundry appliances: We will organise an engineer visit as soon as possible. If we have diagnosed the problem over the phone and know what parts are required, we will arrange for the engineer to visit as soon as the parts become available.
Q: Once my repair is approved, what is the procedure?
A: TVs, computers and peripherals: If your product is being repaired at our repair centre you will be advised of a returns date. You will be given a 6 digit reference number for the repair which you can then track on the Team Knowhow website www.knowhow.com . If there are any changes to the return date, you will be contacted and advised of the change.
Kitchen and laundry appliances: Once an engineer repair visit has been booked for a specified date you will be given a reference number. The details of the visit will be explained to you once the repair has been booked.
Q: Can I go into a store to report a fault, mishap or damage?
A: Yes the store can book a repair for you, or If you have a Kit Insurance Policy, call the Contact Centre Team Knowhow support on 1890 818 575 who will advise on next steps.
When booking a TV, computer or peripheral repair through a store, the item will be collected from store and then returned to the store once repaired. This is ideal if you are not at home to wait for your product to be collected or returned to you.
Q: What happens if I've lost my paperwork?
A: Not a problem. If you are going into the store to book the repair just make sure you take two forms of identification; one being a photo ID and the other confirming your address, for example a utility bill. Alternatively You can request a replacement for your agreement by calling the Team Knowhow Contact Centre on 1890 818 575 .
Q: What is the procedure for an Instant Replacement agreement?
A: Instant Replacement agreements are dealt with in store only. Simply return the item to a store with your agreement documentation or receipt. If the fault/damage is confirmed and the claim is accepted, we will replace the item there and then.
Team Knowhow Insurance is arranged by DSG Retail Ireland Limited, a tied agent of The Carphone Warehouse Limited. This insurance is underwritten by Aviva Insurance Ireland DAC. The Carphone Warehouse administers these policies (including claims handling and premium collections) on its behalf. The Carphone Warehouse Limited, trading as The Carphone Warehouse, is regulated by the Central Bank of Ireland. A private company limited by shares. Registered in Ireland No. 237397, with registered office at Omni Park Shopping Centre, 3rd Floor Office Suite, Santry, Dublin 9 and Head Office at Omni Park Shopping Centre, 3rd Floor Office Suite, Santry, Dublin 9. Aviva Insurance Ireland DAC, trading as Aviva, is regulated by the Central Bank of Ireland. A Private company limited by shares. Registered in Ireland No. 605769. Registered Office: One Park Place, Hatch Street, Dublin 2, Ireland, D02 E651.
Your Kit/Instant Replacement Insurance Policy is administered by DSG Retail Ltd and Underwritten by Petrus Insurance Company Ltd., 28 Irish Town, Gibraltar (Registered in Gibraltar number 91094). Petrus will pay stamp duty on this policy to the Office of the Revenue Commissioners. Petrus Insurance Company Ltd is part of the Dixons Retail Group Limited. Petrus Insurance Company Limited is authorised/licensed or registered by the Financial Services Commission in Gibraltar and is regulated by the Central Bank of Ireland for conduct of business rules.