GENERAL FAQs

I don't want to purchase online, is there a number I can call to buy my service plan?

Not all of us want to make online purchases, but don’t worry if you’d rather speak to someone in order to set up this service just give our inbound sales team a call on 0744 145 4588 . The inbound sales line is open from Monday – Friday from 9am – 6pm.


What if I have manufacturer's guarantee or my appliances warranty?

We do not provide cover for appliances that are still under a manufacturers’ guarantee or extended warranty. You are eligible to take out a MODERN HOME SHIELD services plan policy once your manufacturers’ guarantee or extended warranty expires.


Are there restrictions on the appliances I can cover?

Unlike most appliance services companies we do not place many restrictions on what you can cover. It doesn’t matter how old your appliance is, the make or model, a breakdown service  policy from ​MODERN HOME SHIELD has got you covered, provided your appliance is not under a manufacturers’ guarantee or extended warranty. MODERN HOME SHIELD is unable to cover appliances that are for commercial use.


Is there excess I have to pay?

If a fault occurs within the first 21 days of the start date of your policy an excess of £100 will be applicable.


Can I claim more than once?

With a MODERN HOME SHIELD service product there are no restrictions on the amount of times you can claim.


What engineers do you use?

MODERN HOME SHIELD has an extensive nationwide network of fully qualified engineers, so when you claim we can arrange an engineer local to you which means faster response times.


When does my ​service start?

Your cover starts as soon as you purchase a policy, the start date can be found on your policy schedule documents in your welcome pack. If a claim occurs within the first 21 days from the policy start date you will be liable to pay the first £100 towards the cost of any claim.


How do I make a claim

Not quite yet, although we are working hard to create an online claims system. In the meantime if you need to claim simply call our dedicated Claims Hotline on Freephone 0744 145 4588 or email us at info@modernhomeshield.co.uk


How long does my ​service agreement last?

Your service plan will last as long as you continue to pay or until you cancel your service agreement .


How do I renew a ​service agreement?

It could not be easier, your policy will automatically renew with each payment, so there is nothing for you to do at all. We will contact you prior to the anniversary of your service agreement .


What payment system is used are my details safe?

All payments are made using Direct Debit and when you purchase a policy online we use online payment mode as our payment gateway, which means all your details are safe and secure.


Are you a registered service provider?

Yes! ​MODERN HOME SHIELD a registred services provider which is authorised and regulated by the Financial Conduct Authority FCA Number 602443. http://www.fsa.gov.uk/register/home.do


How do I pay?

When you take out appliance maintenance service with MODERN HOME SHIELD you have the choice of payment options; Annual payment – a one off payment which will cover you for 12 months with just one payment. Quarterly payment – 4 payments spread over 12 months on a rolling contract offering you flexibility.

I have lost my paperwork, where can I obtain a copy?

If you have purchased your repair & maintenance service directly through our website all of your service documents will be available when you log into your MODERN HOME SHIELD on our website, alternatively, you can call our Customer Services Team on Freephone at 0744 145 4588 and requests the paperwork to be either emailed or posted to your address.


How do I complain?

We always strive to provide the highest standard of customer service but in the unlikely event that you are dissatisfied with the service provided by us then please-contact us 


How do I change my details?

Life is not stagnant and our circumstances are always changing. If you need to let us know about a change in bank details or address or anything else related to your policy simply contact our Customer Services Team on 0744 145 4588.


What about the small print?

You can view our full terms & conditions using this link-Terms & Conditions.


How do I cancel?

If you decide to leave us or that you no longer need to protect your appliance you can cancel by either calling our customer services team on 0744 145 4588, by emailing us at ​info@modernhomeshield.co.uk. Our representative will explain you process and prosedure.