Refund & Cancellation

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HOW DO I MAKE A CLAIM?

If an incident occurs at your property, which is covered by your policy, please call the claims number and we will arrange for the incident to be dealt with in accordance with the terms and conditions of your Service Cover Plan.

Claims must be made by you or a person calling on your behalf. Please call us as soon as you are aware of the incident. We will not be able to cover the costs of any work carried out by persons not authorised by us in advance.

Please have your Service Cover Plan number ready when you call. The engineer may also ask to see your Service Cover Plan documentation when he/she arrives at your property.

If you have a ‘with excess’ Service Cover Plan, you will have to pay the amount details on your policy each time you make a claim. We will then cover the cost of the rest of the claim up to the applicable claims limit. Excess payment(s) will be taken when you call to make a claim. We can only accept payment using the following cards: Mastercard, Visa. An excess payment is required for each new unrelated claim (i.e. not arising directly from the same incident). Your excess payment(s) will be refunded if for whatever reason the claim is cancelled prior to the engineer attending or, where after initial inspection, the incident is not covered by your Service Cover Plan.

HOW LONG IS MY POLICY FOR?

Your policy will continue for the period of 12 months, unless it is cancelled by you or us before then. You have certain rights to cancel your policy, and these are set out below. Our cancellation rights are also set out below.

HOW CAN I CANCEL MY POLICY?

If you wish to cancel your policy; you (as the named policyholder) or an authorised representative, must contact us by calling our customer service number or writing to us at our registered address.

You may cancel your Service Cover Plan at any time and choose an appropriate cancellation date. Depending on when you cancel and whether you have made a claim or received any non-covered service(s), any refund of premium paid to you, or premium owed by you may be calculated as follows:

SERVICE COVER PLAN PREMIUM

Within your cancellation period:
• If you have not made a claim, you will receive a full refund,
• If you have made a claim, you will receive a refund less an amount for the number of days you have been on cover.
Outside your cancellation period:
• If you have not made a claim, you will receive a refund less an amount for the number of days you have been on cover.
• If you have made a claim, you will not receive a refund and must pay any remaining insurance premium due for the term of the policy.
If you are a monthly payer, upon cancellation, we will ask you to choose an appropriate cancellation date to ensure any owed premium payment can be collected. Claims can continue to be made until the cancellation date chosen.

HOW CAN DRAIN SWIFT CANCEL MY SERVICE COVER PLAN?

We may cancel your policy in the following circumstances:
(A) By giving you at least 7 days’ notice in writing to the last address provided to us:

(B) if you are in serious breach of your terms of your policy. E.g. failure to make a payment despite contract from us; submitting a fraudulent claim or if you use threatening or abusive behaviour towards our engineers or staff.

(C) if you fail to provide accurate and complete information in accordance with the Consumer Insurance (Disclosure and Representations) Act 2012.

WHAT IF I MISS A PAYMENT?

If you fail to make a payment of premium on the date due, your policy may be suspended, and you will not be able to make a claim. Drain Swift Ltd will notify you in within 5 working days of the date on which a payment was due if you fail to make payment. If you do not pay the requested amount within 30 days of the due date, your Service Cover Plan will be cancelled. If you want to make a claim under your Service Cover Plan whilst your coverage is suspended, you will be required to pay any outstanding premiums before an engineer will be dispatched to your property. When your policy is cancelled, you will need to pay any outstanding premium to us.