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Our monthly payments allow customers to choose their period of cover and cancel at any time. This removes the annual upfront costs of the traditional extended warranty model. With the flexibility to cancel anytime, customer loyalty has improved significantly – we've seen around 40% of monthly pay customers retaining their policies beyond five years.*
In 2019, 99.2% of customers covered by Domestic & General products had their claims resolved^. This is just one example of us providing value and peace of mind for customers. We’ve also made sure that our monthly pay insurance programs include features that customers actually need. With accidental damage, theft, and common faults covered, customers have comprehensive protection when they need it.
Our in-house local call centre gives us better control of our service levels. This, alongside our evolving repair management system, enables our retail partners to have better visibility of their customers’ experience. All of our repairers are appropriately selected to make sure they have the public liability required. That way, we make sure the 2 million appliances that we cover get the best possible care, including authentic parts wherever available.
Monthly pay insurance programs foster longer customer relationships, and retail partners enjoy multiple long-term benefits from the program. This can result in a considerable increase in partner revenue both from commissions and indirect sales from replacements.
*40% of Domestic & General’s monthly pay customers remain on book for over 5 years.
^Domestic & Generals claims acceptance rate of 99.2% is calculated based on claims processed over the period 1 January - 31 December 2019.