Absolutely abysmal service. After our fridge/freezer was written off (after 3 visits from engineers) the frustration began! Lots of long calls on hold led to us being offered the wrong appliance - twice. Then they tried to bill us £240 for a "no charge" service, later reduced to £10 for an upgrade! Then we had the wrong appliance delivered. Eventually we had the correct item delivered but we're stuck with the wrong unit sat in middle of our kitchen (over Christmas) as they failed to arrange a collection! Lots of phone calls in between as the managed to f*** up at every stage of the process. Needless to say, we've cancelled our policy and suggest you do the same.