Recommend a Friend

Reactive Insurance is delighted to introduce our "recommend a friend" offer to all our customers.

Simply tell your friends about our excellent insurance cover, and if they join us, we will give you £25 in high street vouchers. There is no limit to the number of recommendations you can make, so tell your friends and enjoy our service. To find out more talk to our Customer Care Team on our freephone help line.

Buy With Confidence

We are proud to be members of the "Buy With Confidence Scheme" run by Local Authority Trading Standards Services.

Trading Standards Approved
Trading Standards Approved

In response to concerns about ‘rogue traders’ which are often highlighted in the media, a partnership of Local Authority Trading Standards Services have taken a ground-breaking step by putting together the Buy With Confidence Scheme. The scheme provides consumers with a list of local businesses which have given their commitment to trading fairly. Every business listed has undergone a series of detailed checks before being approved as a member of the scheme.

Buy With Confidence is the largest scheme of its kind nationally and continues to expand its geographical coverage. A number of Trading Standards Services have joined recently and you can check whether your local area is participating by checking our map.

Buy With Confidence is run through the co-operation of a number of Trading Standards Services. We consider that Trading Standards has the right expertise and motivation to offer a scheme which offers genuine benefits to consumers and businesses. Accordingly, the Buy With Confidence scheme is administered by local authority Trading Standards Services directly, and is not outsourced.

In order to become a Buy With Confidence member, a business must first apply or be recommended to join the scheme and must then pass a set of tailored background checks. Membership of the scheme is not given lightly – amongst other checks, each applicant will have their complaints history reviewed and will receive a visit from Trading Standards. Good references are required from previous customers and applicants must agree to abide by the scheme’s code of conduct, which requires them to follow the letter and spirit of the law. Criminal records basic disclosure may also be required in some circumstances.

Only if all the scheme requirements are met, will a business be granted membership, and their conduct will continue to be monitored thereafter. We cannot promise that Buy With Confidence members’ work will be perfect every time, but you can expect any problems to be dealt with fairly by the business, and you can turn to Trading Standards for advice in the event of an unresolved issue.

All prospective members are thoroughly vetted by Trading Standards staff before being invited to join the scheme. The performance of members of the scheme is continuously monitored via the Citizen’s Advice Consumer Service and through customer feedback submitted directly to us. In the unlikely event that concerns are raised about a member we take appropriate action and if necessary will remove them from the scheme.

Find out more

Your Privacy

Reactive Insurance Solutions Ltd. Privacy Policy.
Updated 1st June 2019

Privacy Policy

This is the Privacy Policy of Zest Group Limited, Company registration number: 06905152, whose registered office is at Kingsland House,21 Hinton Road, Bournemouth, Dorset, BH1 2DE. Zest Group is the parent company of Reactive Insurance Solutions Limited

This Privacy Policy sets out how we will collect and process your personal data and provides certain legal information to show your legal rights regarding the handling and processing of your data.

Zest Group is the controller of your personal data - if you need to contact us regarding the processing of your personal data you can contact us at:

Post: Quality Control Team, Kingsland House, 21 Hinton Road, Bournemouth, Dorset, BH1 2DE

Email: Compliance-Team@HomeApplianceGuard.co.uk

Telephone: 01202 313244

What information we hold about you and where we obtain this from

The personal data that we collect about you includes the following information:

  • Personal data such as your name, address, contact details that you provide to us in person, via our website or by telephone.
  • Financial details, such as your bank account.
  • Information about your use of our website such as your IP address, which is a unique number identifying your computer, including personal data gathered using cookies.

We collect your personal data from you when you enquire for insurance, when we set up your policy, and when we make changes to your policy for you. This may also involve the collection of data from or about others who are associated with you and your insurance policy such as other persons insured on your policy.

We also collect data from data brokers where you have given your explicit consent for your data to be provided to us and for us to contact you via telephone, email or SMS regarding our products. You can withdraw your consent at any time by contacting us on the address shown above.

How we use your personal data and the lawful basis for doing so

Purposes for which we process your personal data The basis on which we can do this (this is what the law allows)
In order to perform our contractual obligations to you. To deliver the insurance or service provided under the contract.
Your details may be used by us to market and promote other our products and services. The processing is needed to pursue our legitimate interest in operating our business. You can object to this contact at any time.
To administer your account, including financial transactions for insurance broking The processing is needed in connection with any contract that you may enter into with us.
To service providers / service engineers to undertake the repair to your appliance and to provide us with relative technical information. This process is needed to enable us to fulfil our contract with you and arrange a repair.
To assist in the prevention and reduction of fraud and other financial crime The processing is needed for us to comply with our legal requirements
In the interests of security and to improve our service, telephone calls you make to us will be monitored and/or recorded The processing is needed to pursue our legitimate interest in the management and operation of our business
To meet the requirements of any relevant regulator or dispute resolution provider The processing is needed to enable us to fulfil our regulatory and legal requirements.
To enable us to market and promote similar products and services to those you have already received. The processing is needed to pursue our legitimate interest in operating our business. You can withdraw your permission at any time.
To enable us to carry out profiling analysis to help us develop our products/services and to better understand our customers and prospective customers We will ensure that any data will be anonymised. The processing is needed to pursue our legitimate interest in operating our business
To assist with training and prevent fraud telephone calls are recorded. The processing is needed to pursue our legitimate interest in operating our business.

Your Rights

We will only store your data for as long as is necessary to comply with the requirements of your insurance contract and any legal obligations or lawful processing conditions that may exist as a result.

You can ask us to:

  • Provide a copy of your personal information that we hold about you.
  • Ask us to correct or delete unnecessary or inaccurate personal information.
  • Right to be forgotten and have all the data that we hold about you erased.
  • Restrict or to object to the use of your personal information at any time.
  • Object to any automated decision, including profiling which may have been used.
  • Provide your personal data in a structured, commonly used and machine-readable format and to have your personal data transferred to another controller.
  • Where we rely on your consent to use your personal information, you can withdraw that consent at any time.
  • The right to make a complaint to the Information Commissioner’s Office.

Disclosures to third parties

We may pass your data to other organisations such as insurers, auditors, external consultants, credit providers, banks, regulators, repairers and appliance suppliers to enable us to fulfil the contract and meet our regulatory requirements.

How we contact you about other products and services

We will use your personal data to let you know about similar products and services that could be of interest to you. This is based on the “soft opt-in” set out under the Privacy and Electronic Communications Regulations.

Depending on your preference, we may contact you by post, telephone or e-mail. You will be given the option to stop receiving any communications from us in this regard at any time. However, please note that this will not affect us contacting you about the servicing of products that you have specifically requested from us.

You can change or remove your consent at any time.

Website privacy statement

Cookie policy

What information do we collect?

We may collect, store and use the following kinds of personal data:

  • information about your visits to and use of this website;
  • information that you provide to us via or online contact forms.
  • Information about website visits

We may collect information about your computer and your visits to this website such as your IP address, geographical location, browser type, referral source, length of visit and number of page views. We may use this information in the administration of this website, to improve the website’s usability, and for marketing purposes. We use cookies on this website. A cookie is a text file sent by a web server to a web browser, and stored by the browser. The text file is then sent back to the server each time the browser requests a page from the server. This enables the web server to identify and track the web browser. We may send a cookie which may be stored on your browser on your computer’s hard drive. We may use the information we obtain from the cookie in the administration of this website, to improve the website’s usability and for marketing purposes. We may also use that information to recognise your computer when you visit our website, and to personalise our website for you. Most browsers allow you to refuse to accept cookies. (For example, in Internet Explorer you can refuse all cookies by clicking “Tools”, “Internet Options”, “Privacy”, and selecting “Block all cookies” using the sliding selector.) This will, however, have a negative impact upon the usability of many websites.

Third Party Cookies

Pages with embedded content from other websites such as Facebook, YouTube and Twitter, may present cookies. Similarly, when you use one of the share buttons on our website, a cookie may be set by the service you have chosen to share content through. Zest does not control the dissemination of these cookies. You should check the relevant third-party website for more information about these.

How do you change your cookie settings?

Most web browsers allow some control of most cookies through the browser settings. To find out more about cookies, including how to see what cookies have been set and how to manage and delete them, visit www.aboutcookies.org or www.allaboutcookies.org.

To opt out of being tracked by Google Analytics across all websites visit http://tools.google.com/dlpage/gaoptout.

Necessary cookies.

Cookie name Description
JSESSIONID The JSESSIONID cookie is used to store a session identifier so that New Relic can monitor session counts for the website

Tracking cookies.

Cookie name Description
_ga
_gat
_gid
These are Google Analytics cookies and we use them to distinguish unique users by assigning a randomly generated number as a client identifier. It is included in each page request in a site and used to calculate visitor, session and campaign data for the sites analytics reports. You can opt out of Google Analytics tracking here: https://tools.google.com/dlpage/gaoptout?hl=en
YouTube We embed videos from our official YouTube channel using YouTube’s privacy-enhanced mode. This mode may set cookies on your computer once you click on the YouTube video player, but YouTube will not store personally-identifiable cookie information for playbacks of embedded videos using the privacy-enhanced mode.

Changes to this policy

This Privacy Policy may vary from time to time so please check it regularly. We will communicate any non-administrative changes to this policy to you.