Knowledge hub

What is a "product fault"?

A product fault is a defect affecting a specific item within the installation, such as a window, door, or conservatory component.

The excess is applied per faulty item, not per claim or per visit.

Examples

• 1 faulty door = £100 excess
• 3 faulty windows = £300 excess (£100 per window)
• 1 door and 2 windows with faults = £300 excess
  1. Why is the excess charged per faulty item?

Each faulty item is treated as a separate defect that may require its own inspection, assessment, repair, or replacement. The policy therefore applies the excess to each individual product fault rather than charging a single excess for the entire claim.

For example, if three windows have failed sealed units, each window represents a separate fault and would attract its own £100 excess, even though they form part of the same installation.