A quick guide to our warranty repair process.

(Approx: 4min read)

We’ve put together a helpful quick guide to answer your most frequently asked questions on our vehicle repair process…  

This information is also available in video form, here:

Is there a waiting period (after I take out a warranty plan) before I can request a repair?  

No. There is no specific waiting period before you can request a repair, subject to the terms of your plan book. 

However, you must report any fault as soon as possible (always within 7 days) and ensure no repair is started without prior authorisation from Warrantywise.   

**Starting repairs without prior authorisation may result in your repair being declined. 

Can I choose any repair garage/shop, or do I have to use a Warrantywise-approved garage?

You are free to use any VAT-registered repair garage of your choice for repairs under your Warrantywise plan. We can recommend a convenient Warrantywise partner repair garage, if required.   

What is the process for getting a repair approved – do I need pre-authorisation before work begins?

Yes. To get a repair approved, you must have your garage diagnose the fault and submit an assessment form to us, then wait for Warrantywise to approve the repair request before any work begins.   

What documentation or proof is required to make a repair request? (e.g. receipts, photos, diagnostics) 

To make a repair request, just follow the simple steps here: https://www.warrantywise.co.uk/start-repair/ Throughout the process, you will be contacted by our Repairs Team to ensure you are up to date with what is happening.  

If the repair request is authorised, we will ask for the authorisation document to be signed and returned to us along with an invoice for the completed repair work.

**Please note, the invoice must be addressed to Warrantywise.  

All documentation must be submitted within 7 days of our request, and repairs should not begin until Warrantywise has authorised them in writing.  

Will I have to pay an excess, deductible, or make any contribution towards my repair costs? 

No. You will not have to pay an excess, deductible, or make any compulsory contribution towards approved repair costs unless you have for opted for a voluntary contribution in your warranty plan when purchasing directly from Warrantywise. This will be shown in your Plan Book/Schedule.   

For an authorised repair request, you as the Plan Holder will have the choice of who you would like the authorised amount to be paid to.  

How does including a voluntary contribution help with your warranty plan?

Including a voluntary contribution in your warranty plan allows you to pay a set amount towards any approved repair costs, which can lower the overall price of your warranty premium.  

For instance, with a £100 voluntary contribution, you would pay the first £100 of any approved repair and we would cover the rest, helping you tailor the plan to better suit your budget.  

What is the maximum labour rate and/or repair cost allowed by the warranty?

The standard maximum labour rate included in a Warrantywise plan is £50 per hour including VAT. However, you can select a higher rate at the point of sale if you wish. Your selected labour rate will be noted on your warranty schedule.  

For example, some customers have increased their labour rate amount to £75 per hour by paying an additional premium. 

The maximum-repair-cost-per-request, again, is selected by you at the point of sale. The selected amount will also be noted on your plan schedule under the ‘Single Repair Limit’ (SRL).  

Are diagnostics, emergency breakdown assistance, or courtesy cars included in the repair process?

Diagnostics are initially your responsibility, but Warrantywise will reimburse a reasonable diagnostic fee if your repair request is authorised.  

If your vehicle is undergoing authorised repairs or has broken down, you may be provided with a replacement hire car if your repair meets the plan’s criteria; please refer to your plan book for full details. 

Emergency breakdown assistance is included as standard in all warranty plans.   

What should I do if my repair request is declined? How can I appeal or escalate a dispute if I believe a repair should be approved?

If your repair request is declined by Warrantywise, you should first contact us directly to discuss the decision and follow our complaints procedure. This can be initiated by phone, in writing, or through our online form.  

If your request for a repair is rejected, submit a formal complaint to Warrantywise: https://www.warrantywise.co.uk/complaints/

If the issue is not resolved, you can ask for your case to be passed to our impartial arbiter Edd China, who will make the final decision. 

Need more information?

If you have any further questions that are not directly answered here, or for more information and helpful answers to lots more warranty repair-related questions, please check out our Repairs FAQ page or get in touch with our team on 01254 355 100.

If you would like more information on our warranty products in general, check out our Main FAQ page.