In case you encounter a problem that falls under your Service Plan coverage, reach out to our support team immediately. Our professionals are ready to assist and will handle the issue according to your plan’s terms.
You or someone you authorize can report the issue. Please ensure you contact us as soon as possible to avoid delays. Work completed by unauthorized individuals will not be reimbursed.
When reaching out, keep your Service Plan reference number handy. Our technician may also ask to review your plan documents upon arrival.
For plans with an excess, you’ll need to pay the excess fee upfront. This payment can be made via Mastercard or Visa. We’ll cover the remaining cost of the claim up to your plan’s limit. Excess fees will be refunded if the claim is canceled before an engineer is dispatched or if the issue isn’t covered under your plan.
The Service Plan runs for 12 months unless canceled by you or AIMA Drain Cover Ltd during this period. The cancellation process and policies for both parties are explained below.
Yes, you can cancel your Service Plan whenever you like. To do so, either call our customer care team or send us a written request to our registered address.
You can choose a cancellation date that works for you. Refunds or outstanding charges will be calculated as follows:
During the cooling-off period:
No claims made: Full refund.
Claims made: Refund after deducting charges for the coverage period.
After the cooling-off period:
No claims made: Refund for the unused portion of the plan.
Claims made: No refund; remaining premiums must be paid.
If you’re on a monthly plan, we’ll align your cancellation date to ensure any unpaid premiums are collected. Coverage and claims remain active until the chosen cancellation date.
We might need to cancel your plan under certain circumstances, such as:
(A) Providing 7 days’ written notice to your last registered address.
(B) Serious breaches of the terms, including:
Failing to pay premiums after reminders.
Submitting fraudulent claims.
Behaving abusively toward our staff or engineers.
(C) Providing false or incomplete information when purchasing the plan, as per the Consumer Insurance (Disclosure and Representations) Act 2012.
If a premium payment is missed, your coverage may be paused, and claims cannot be processed until payment is made.
We’ll notify you within five working days of the missed payment. If the overdue amount isn’t cleared within 30 days, your plan will be canceled. To reinstate your coverage or file a claim, you must first settle any outstanding balance.
Once your plan is terminated, you’ll need to pay any remaining premiums for the policy term.
