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Warranty First - Nationwide Car Protection

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t: 0330 094 5321 Customer Care

e: info@warrantyfirst.co.uk

w: www.warrantyfirst.co.uk

Questions and answers

Here you will find answers to the most common questions, in the event that you need further help or guidance we are always happy to help, after all we recognise that choosing the right policy very important. Our trained and helpful staff want to make sure you get what suits you best.

Can you provide a warranty for any Vehicle?

Warranty First can and do cover almost any make or model of vehicle, this includes high performance sports cars and some light commercial vehicles. Our policies do not cover vehicles used for; carriage of passengers, goods for hire and reward, off road, hackney carriage/taxi, motor sports determined by time or speed including practice and track racing.

Which type of payment options are available?

We provide an online secure payment method. When you request to pay by an instalment option it will be for a period of 12 months with the full cost payable by the following means: one initial payment equal to 2 months and the balance payable over 10 equal monthly instalments. The installment option is on a zero percentage giving you greater benefit.

Who pays for the repair?

For your benefit and convenience we will either pay the authorised VAT registered repairer direct or yourself as the plan holder, the amount payable will be less and deductions stated within your policy and the authorisation as communicated with you..

Who pays for the repair?

The choice is yours really, all we ask is that they are VAT registered, it may be that you have a local garage that you know and trust. It is always a good idea to bear in mind such things as garage hourly labour rates and other factors such as how busy they are for example.

I have chosen a garage to carry out the repair, however they are telling me that they will not deal with warranty companies. What happens now?

The reason for this is usually that the repairing garage has had to wait too long in the past for a different warranty company to pay them for works carried out and agreed. If this is the case, our helpful Claims Team can speak to the repairing garage to come to an agreement or you (as the policy holder) can pay for the works to be done and Warranty First will reimburse you. Always make our Claims Team aware of this situation, so they have the opportunity to help you.

Does my vehicle need full service history to be covered?

No we just require the most up to date service to be carried out on your vehicle and whilst the vehicle is covered by a Warranty First policy, you must keep it serviced in line with the manufacturers' service schedule. If you have purchased a vehicle with no service, you have 1,000 miles or 30 days (whichever is sooner), to carry out a service.

Can my policy be transferred if I sell my vehicle?

Yes, you can sell you vehicle with the remaining time of your policy cover. This is subject to £49 admin fee and you will need to contact us to arrange the transfer.

What should I do if my vehicle develops a problem?

You should stop driving your vehicle and either login to your account by clicking 'Policy Holder Login' on www.warrantyfirst.co.uk or call our helpful Claims Team on 0330 094 5321.

How do I know if the part that has failed is covered?

You will find which level of cover you have by looking on your policy certificate. Once you have found you cover level, you can find the covered parts listed on the link to cover levels.

My dealer has given me 3 months warranty, what shall I do?

Firstly check to see if you are happy when compared to our cover levels, why not register your interest with us so we can make sure you have continued peace of mind motoring.

Who will handle my request for repair?

Our dedicated team of claims handlers will manage your claim from start to finish, they are very proficient and experienced and know how important it is to get you back on the road as quickly and safely as possible.

If I have a complaint who will deal with this?

In the first instance contact our claims team, they will deal with your complaint and do their utmost to make sure you are happy. In the event that you are unhappy with how we have arrived at a decline decision and wish to have a further review you will need to do so in writing within 14 days. You should write to Customer Services Manager, Warranty First, 67A South Street, Stanground, Peterborough, Cambridgeshire, PE2 8EX or by email to: customercare@warrantyfirst.co.uk. Your query will be acknowledged by return of post or by email and answered within 14 working days.

What about routine servicing, health and maintenance checks, and/or advisories?

We will not log or authorise any claims which are a result of routine servicing, health and maintenance checks, and/or advisories.

What if my car suffers a breakdown out of office hours or during a holiday period?

Claims can be initiated 24 hours per day 7 days per week using our online claims process, this is the best way to make sure we have all the necessary information as quickly as possible, we will review this as soon as we can and advise you accordingly. Please remember not to self-authorise any repairs as to do so will invalidate your claim.

What if I need to pay for a hire car?

A contribution of £40 (or other amount as specified in your policy document) against a valid claim will be paid. Car hire will only be valid when a repair takes longer than 8 hours according to recognised industry standard times and authorised at our discretion.

What about recovery?

A contribution of £55 (or other amount as specified in your policy document) against a valid claim will be paid. Warranty First cant arrange recovery but will liaise with your recovery company and your chosen repairer to ensure there is the minimum of delay. Your claim must be accompanied by an appropriate receipt from a VAT registered recovery operator..

What happens if I breakdown abroad?

If you breakdown because of a fault covered under your plan we will contribution of £100 for each instance of a valid claim up to the plan expiry date.

What should I do about servicing my car?

We recommend that you always try to buy a car which has a full service history, as there is really nothing like a full book of main dealer service stamps. You are responsible for ensuring that your vehicle is maintained in accordance with the manufacturers recommendations and must be within a maximum of 1,000 miles or 30 days (whichever is sooner) of the service schedule to have the service completed. If you exceed this, the agreement will come to an end and no refund will be given.

Are there limits to the labour rates?

Depending on your cover level, agreed labour time for repairs will be paid up to a maximum of £50 per hour including VAT, subject to recognised industry standards times for repair. Of course you may feel that this rate isn’t sufficient and we provide higher rates which can be specified by you at the time you purchase your plan.

Can I authorise repairs myself?

NO, to do so will invalidate your claim, we have a simple claims process which we insist all plan holders follow, there is a process that must be followed which guarantees the quality of work and the correct rate.

Do the policies have an excess?

Your plan is subject to an excess as stated within your level of cover which will be deducted from the authorised claim. Any discrepancies and shortfalls need to be paid to the repairer in full by you. We will not be liable for shortfalls. Just like labour rates you can choose a higher rate at the time you purchase your plan.

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