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Searching for more information about how to claim the extra benefits of your Protect Plus Appliance Pay Monthly policy? We’ve compiled some of our most frequently asked questions about the first-time fix promise and contribution benefit to help you out. Simply browse the list of queries below to find what you’re looking for. 

Great news, as long as you have a Protect Plus Appliance Pay Monthly policy, you can claim the first-time fix promise and contribution benefit. It doesn’t make a difference to these claims if your appliance is covered and repaired under a John Lewis guarantee.

You can buy Protect Plus Appliance Pay Monthly policies for all large electrical appliances when you purchase your appliance or up to 60 days after delivery. These include the following ranges of products: washing machines, tumble dryers, washer dryers, dishwashers, fridges, freezers, fridge freezers and cookers (excludes freestanding microwaves). Please be aware that TVs, technology, mobiles and furniture are not included but can be covered by different Protect Plus policies.

As part of our first-time fix promise, if your appliance can’t be repaired on the day of the first visit, you can claim £25. Please note this benefit is only available for first time call outs and can’t be claimed again on the same repair.

For our contribution benefit, you can claim up to £50 for costs incurred by loss of use of your appliance such as launderette, restaurants, food delivery and food spoilage costs. 

You can claim on your Protect Plus Monthly Appliances plan by emailing us on

What details you need when you apply:

  • Your name
  • Your email address
  • Your Protect Plus policy number
  • Contribution benefit – if you’re claiming for food loss or laundry under the contribution benefit, we might ask you to send a receipt, for example from a supermarket or launderette
  • First-time fix promise – if you’re claiming £25 because your appliance couldn’t be repaired on the day of the first visit, you’ll need to provide confirmation of the delay or cancellation. A confirmation could be a screenshot or an email of your repair booking or cancellation.

Alternatively, please call us on 0333 000 4994 with the above details to hand and contact our customer support team who will be able to help.  

Lines are open 8am to 8pm Monday to Saturday and 10am to 6pm Sundays and public holidays. Calls to 0333 numbers will cost you no more than 01 or 02 numbers from landlines and mobiles. If you get ‘inclusive minutes’ with your package, calls to 0333 numbers will be part of these

After we verify that the information you have provided is correct, we’ll process the payment within 7-10 working days via a bank transfer. If we don’t have your bank details, we’ll send you a cheque in the post.

Claims for the first-time fix promise can be made during or after your repair is complete. 

For the contribution benefit, it’s better to submit all your receipts in one go after your appliance is repaired. That means you’ll be reimbursed in one payment for everything you have spent, up to £50. For example, if you have receipts for £20, we’ll honour your claim for that amount. If you incur further costs before your appliance is repaired, you’ll have to submit another claim. 

You can find your policy number on top right-hand corner of the first page of any letter we've sent you about your protection. Any emails sent to you about your Protect Plus Appliance Pay Monthly policy, will also contain your policy number.

Don’t worry, you can still claim the contribution benefit even if your appliance can’t be repaired and is due to be replaced. The first-time fix promise will not apply if the appliance is written-off, or if the engineer is unable to gain access to your appliance, for example if you are not at home for an agreed visit.

For information on how to claim under your John Lewis guarantee, see the John Lewis & Partners guarantees.