Where can I find my plan number?
You'll find your plan number on any letter we've sent you about your protection. It's usually located on the right-hand side.
If you bought your plan online, you'll have received an email from us confirming your purchase which also contains your plan number.
My plan number is not being recognised
Your plan number will always be in the following format: 2 or 3 characters (a combination of letters and numbers) followed by 7 numbers.
For example: B1C1234567
If the plan number you have entered matches your documentation, but you're still unable to import your plan, there are a few things you can try:
- Make sure the address you've provided matches exactly with the address on your plan (including any spaces in your postcode).
- Check the letters and numbers are correct – the numbers 0, 1, and 5 can be mistaken for the letters O, l (lowercase L), I (capital i), and S.
- If your plan number starts with an ‘A’, try leaving it out.
Will my plan automatically renew?
Some plans paid for by Direct Debit will automatically renew (either each month or every year, depending on the plan). After the initial period of cover, we will contact you every 12 months to remind you of the benefits and cost of your protection.
For full details on what applies to your plan, please see your plan documents.
How do I request a repair?
You can request a repair from the Repair manager.
In most cases, we'll approve your repair immediately so you can quickly book an engineer for a day to suit you. And we usually take care of any costs directly with the repairer, so you won't even see a bill.
What happens if my product can’t be repaired?
Please check the terms and conditions of your plan. AO Care T&Cs, AO Repair & Care T&Cs, AO Repair Only T&Cs.