Air source heat pump protection plan. Any Make. Any Model

An annual service, unlimited telephone technical support, and unlimited callouts for breakdowns or fault diagnosis on your air source heat pump. Labour and replacement parts for the heat pump, thermal store, controls and sensors are covered up to the £1,500 repair limit over the plan year. Damage caused by accident is included where the equipment is within your property, behind locked gates or doors.

Our Plans are not an insurance product and are not regulated by the FCA. All services, repairs and any replacements are provided at our discretion and subject to the terms and conditions of your Plan. We assess each request individually, and with fairness and common sense. Service Box Claims Data shows a 98% approval rate for repair requests – a fact that has helped us earn an Excellent rating on Trustpilot.

You get telephone technical support from the day your plan starts. Engineer callouts for repairs open after the first 30 days. Your first annual service can be booked once the plan has run 30 days with payments up to date, or sooner if it’ll be more than 12 months since your last service.

Call the helpline and we’ll talk it through with you - if needed we’ll arrange an approved engineer. You’ll pay the contribution shown on your plan certificate when you book, if your option has one. If it turns out the fault is one your manufacturer's guarantee covers, that route applies instead, since the plan does not cover it.

No limit on the number of callouts. The total cost of repairs - parts and labour together - is capped at £1,500 over the 12-month plan. Any single claim above £1,500 is yours to agree and pay directly.

A fixed amount - £0, £60 or £95, depending on the option you choose - paid by card when you book an engineer for an approved repair. You won’t be charged again if the engineer needs to come back to finish the same repair, or if the same fault and part recur within 90 days. And there’s no contribution at all for your annual service.

Air source heat pumps (air to air, air to water and exhaust air) in working order, from Mitsubishi Electric, Daikin, Vaillant, NIBE, Viessmann, Samsung, LG, Panasonic and many other makes. A couple of things we can’t cover: a heat pump over 15 years old that hasn’t been serviced in the last 12 months, and ground source heat pumps under the ground. Not sure yours qualifies? Just ask - we'll check before you pay.

No. Pre-existing faults are excluded - that includes faults that were there when the heat pump was installed, and any faults we’ve already told you about that haven’t been fixed. If something’s wrong right now, find the right route first.

Faults covered by your manufacturer's guarantee, pre-existing faults, malicious or wilful damage, negligence and misuse, flooded equipment, sludge and scale (and the damage they cause), your central heating system and generic heating equipment, maintenance work, upgrades, consumables and user tasks, cosmetic damage, and any single claim above £1,500. You’ll find the full lists in the plan terms (PDF).

If it’s an eligible fault, your plan can cover the repair within the remaining £1,500 annual repair limit. The waiting period and exclusions still apply, and you pay your chosen repair contribution, if there is one. We’ll assess the fault and explain the next step; the service visit isn’t a promise of an immediate repair. A fault that was already present when you joined isn’t covered by a new plan. With a one-off service instead, we can help you obtain a separate repair quote, and you decide whether to go ahead.

We’ll let you know when your annual service is due. Call us to arrange your visit, preferably between May and September, once the plan has run 30 days with payments up to date. You can book sooner if waiting would leave more than 12 months since your last service. You still need to arrange the visit; a missed service isn’t refunded and won’t roll over to the next year.

Faults covered by your manufacturer or installer are handled by them. The plan terms also exclude equipment still under manufacturer warranty, so ask us to confirm which benefits, if any, apply before you buy. Check your registration and guarantee terms, then read the warranty guide for the full picture.

If your heat pump is beyond economical repair, we may - at our discretion - contribute towards a new one, up to the repair limit, less any repair costs already used this plan year. To qualify, you’ll need a service history that follows the manufacturer's instructions, 90 days on the plan and payments up to date. Not eligible for a contribution? You can cancel without a termination fee.

Yes - you can transfer the plan to a new property, as long as the heat pump there is eligible. Just tell us the make and model so we can check it. The plan itself can’t be transferred to another person.

Within 14 days, yes - for a full refund, unless a service has already been booked, in which case the plan is cancelled and £175 is charged for that service. After 14 days, the plan runs for the full year. It renews automatically, but you can cancel for the following year at any time by phone or in writing.

Just your monthly payment and the contribution per repair callout. Two fees apply only in specific cases: £60 if our engineer attends a booked appointment and you’re not there (easily avoided by giving 24 hours' notice), and £175 for a service already booked if you cancel inside the cooling-off period.

Call 0800 802 1892, Monday to Friday, 9am to 6pm.