Don’t worry we’re here to help! We know accidents happen and our claims process is easy to follow. The video below explains our claims process in a nutshell.
Your plan is an insurance product which covers you against accidents, which means an unforeseen, one-off incident when something gets spilt resulting in a stain, or something happens which results in, for example, a scratch, rip, scuff or burn damaging your furniture. If you’re unsure whether or not you’re covered, please check the terms and conditions within your policy, which will be with your policy certificate or on the back of your invoice depending on the retailer who sold you your policy. Please note that for structural claims on furniture under 12 months old this is covered by your retailer.
While your plan will cover you against the accidents, the general day to day care is down to you. Unfortunately, we don’t offer cover for:
xWear and Tear
Making a claim on your Guardsman Protection Plan
In order to make sure your claim is processed as quickly as possible, please follow the steps below when completing a claim form:
•Please complete the claim form detailing the incidents you wish to claim for including the date of each incident. Please then give a clear description of each incident, area of damage and how it happened. It is a condition of your policy that all claims are reported to us as soon as possible after they have taken place. Any delay may affect the outcome of your claim.
•The named plan holder must complete the form (if you wish a partner or family member to deal with your claim on your behalf, please make sure you nominate them on the claim form in Section 4 ‘Data Protection’)
•Sign and date the form and return along with a copy of your original sales invoice which details the protection plan you bought
•If you are intending to make a claim on fabric upholstered furniture please ensure that you provide photographs as outlined in the 'Providing Photographs' section below. These photos will enable us to assess your claim more quickly.
If you’ve downloaded Claim Form 1 – Upholstery, you will need to provide clear photographs for any claims on fabric upholstery relating to:
•Accidental damage resulting in rips, tears, burns, or scratches
•Accidental staining which has only been caused by bleach or super glue
Please provide a minimum of 3 photos per incident following the guidelines below, which should be sent to us via email, you can see some example photographs here
Photo 1: A close up of the damage, with a pen or ruler placed next to the damage for scale.
Photo 2: A shot of the damaged section of the sofa, for example, if you have a rip on a seat cushion, please take a picture which includes the entire cushion as well as the damage.
Photo 3: A photograph of the sofa as a whole.
The maximum email size we can receive is 10mb. Exceeding this may result in us not receiving your email. If any further photographs are required a member of the team will be in touch to advise what we will require.
Return the claim form with a copy of your original invoice to:
New Claims, Guardsman Industries Ltd, 152 Brook Drive, Milton Park, Abingdon, Oxfordshire, OX14 4SD, United Kingdom
Please check correct postage has been paid prior to sending your claim form to us. We may not receive your claim forms if the postage has been underpaid.
Send a scanned version of your completed form along with a scanned copy of your original invoice, and relevant photo attachments to: firstname.lastname@example.org
What happens next?
Once you have completed your claim form and returned it to us, we aim to process this within 5 working days of receipt. Your claim form will be assessed by one of our claims staff and if your claim is covered under the terms of your policy we will do the following:
For accidental staining – for fabric upholstery and depending on the stain itself we may first send a bottle of specially formulated stain remover. You won’t need to sign for delivery for this and it will arrive in the post. Over the years our knowledge of stains and cleaning products has enabled us to formulate some unique treatments which will quickly and easily remove a wide variety of stubborn stains. This means you won’t need to wait at home or take a day off for a technician’s visit. Click here for a step by step guide on how to use it.
If the solution doesn’t work, give us a call on +44(0)1235 444798 and we will arrange for a technician to call. While it may not always remove the entire stain, it will always make a home visit fix that much easier for our technician, as it helps loosen the residue of the stain.
For accidental damage or structural faults – we will assign a technician to visit you at home. Once we receive your claim form a technician will contact you within 5 working days. Our technicians aim to offer an appointment within 10 working days. If the appointment offered isn’t convenient, you can ask them for another date. Technicians manage their own diaries so if you need to cancel, please give us at least 24 hours’ notice or you may be charged for the visit.
If we can’t fix it we won’t let you down!
If a repair isn’t possible we will source new parts for you or, if they are not available, a replacement item. While we will try and get these to you as soon as possible, this can take between 4 - 9 weeks as replacement parts and items are produced by manufacturers, who often make these to order and can be based internationally. We’ll let you know as soon we have a delivery date.
Would you like to know more about Protection Plans or have a question for us?
152 Brook Drive, Milton Park, Abingdon, Oxfordshire, OX14 4SD, United Kingdom