Answers to the most common questions regarding your policy and/or our Claims process >

What is a Deposit Protection Insurance Policy?

A deposit protection insurance policy is one which is designed to protect the policyholder’s deposit payment in the event that the original installer ceases to trade and is unable to complete their installation. Please consult your policy summary for an overview of what is covered by your specific policy.


The deposit covered by my policy is different to the deposit I paid- why is that?

Your deposit insurance may not cover the entire amount of the deposit payments made by you. Depending on the type of deposit insurance you have, the total coverage may be limited to a percentage (in %) of the overall contract value, or a numerical cap (in £). Please see the section of your policy headed “Limit of indemnity” or “Limit of Liability” for full details in this regard.

The advanced payments covered by my policy are different to the advance payments I’ve paid- why is that?

Your insurance policy may not cover the entire amount of the advance payments made by you. Firstly, check your insurance policy to determine whether or not the policy covers advance payments (that is, payments made after the initial deposit payment); some policies do not cover advance payments and some will only cover the initial deposit payment. Furthermore, for those that do cover advance payments, the total coverage may be limited to a percentage (in %) of the overall contract value, or a numerical cap (in £). Please see the section of your policy headed “Limit of Indemnity” or “Limit of Liability” for full details in this regard.

How long does my deposit protection last?

Generally, deposit cover lasts 120 days from the date your deposit has been paid. In some instances, we have longer or shorter period of cover and you should default to your policy to confirm your cover period.

My deposit policy is about to expire, what do I do?

If your deposit cover is approaching expiry, please raise this with your installing contractor in order that they contact QANW in respect of us considering to issue an extension of cover to meet the revised programme or works, from initial registration.


What is an Insurance Backed Guarantee?

An Insurance Backed Guarantee is a policy of insurance which is designed to protect the policyholder against defects in the insured works, where the original installer has ceased trading and is unable to honour their own guarantee. Please consult your policy summary for an overview of what is covered by your specific policy.


What does ‘Ceased Trading’ mean?

  • An explanation of this is contained in your Policy documents under the section headed Policy Definitions or Definitions.
  • If you do not have a copy of your Policy documents please contact the Operations department [email protected] provide them with your Name, Post Code, Year of Installation and the Contractors name they will email you a copy of your existing policy. If you do not have an email account, you can contact them on 01292 268020.


How long does my policy last?

Please refer to the section on your policy titled ‘The Period of this Insurance’ in order to confirm the term of your policy.

Depending on the product, the term of cover provided varies so there isn’t one single term for all.



Why have I received this policy?

You have received this policy as your installer is required to provide you with this benefit in respect of the home improvement you have had installed or planning to install.



Do I have to pay anything for this insurance?

All of QANW’s policies are paid for by the installer, no payment is due or expected from any policy holder.

Payment from installers is required prior to a policy being issued, therefore you needn’t worry about payment.



Who is my installer?

The installer will be listed on your policy of insurance and the paperwork you have from them.

However, you may be able to find your installer via the Find Your Installer section.



Is my policy transferable?

QANW will be happy to transfer the benefits of the policy, if you have recently taken ownership of the property; however, the installers guarantee must state that it is transferable for the benefits to be transferred successfully. 

Please refer to the Transferability section on the reverse of your policy for the full conditions applicable to your policy and to confirm the fee applicable.



My details aren’t correct, how do I fix this?

If the details on your policy aren’t quite right, you should direct these to your installer and in turn, these will be passed onto QANW to have rectified and a new policy issued to you if required.



What is a guarantee?

A guarantee is the installer’s written commitment to you in respect of what faults they will rectify and for how long after the installation has been completed.

All installer’s guarantees look different and you will find very few follow one format and can sometime be included within your contract terms and conditions. You will be required to provide this in the event of a claim being submitted to QANW, so it is important you have this in your file.




I haven’t received my guarantee from my installer, what do I do?

If you haven’t received your guarantee for the recently completed installation, you should contact your installer in order to expedite the issuance of this to you.

However, if you haven’t received your guarantee within a reasonable amount of time and haven’t had any response from your installer, you could contact your local trading standards for further guidance.



I haven’t had works done to my property but have received a policy, why? 

QANW receives submissions from our members for works which are planned or have been completed; however sometimes works do not go ahead or a slight mistake can be made on the address or other details. 

If you haven’t planned or had any home improvements carried out to your property, please return your policy to QANW with a covering letter to the following address;

PO Box 26332,
Ayr, Scotland,


What should you do if you have a defect?

How can I check if my contractor has ceased to trade?

If you are unsure of the trading status of the installing contractor, a search can be carried out on limited companies here or individuals (Sole Traders/ Partnerships) here.

What address do you need to send any communications to?

In the first instance you should scan and send all documentation to the Claims email address,[email protected] Please make sure all copies are legible otherwise this may delay the handling of your claim. If it is not possible to scan and email your documentation then please call the Claims department on 01292 268020.

What do we mean by supporting documentation?

Along with the completed Claims Form in order to proceed with the claim we will need;

  • Copies of the Policy- Certificate/Policy of Insurance (front and back). We need this as it defines what your insurance policy with QANW actually covers and to what level.
  • The Sales Contract from the installer including the terms and conditions (which is normally located on the back of the contract). We need a copy of your Sales Contract as this provides proof of the work actually undertaken by the contractor on the original installation.
  • The written Installer Guarantee- provided by the installer (which is sometimes located within the terms and conditions or as a separate document). We need the Installer Guarantee as it defines what the contractor intended to cover so it allows us to confirm the eligibility of a claim.

What is your FENSA/CERTASS certificate?

This is confirmation that your glazing installation has been self-certified as being compliant with the Building Regulations in force at the time of the installations. It is not a guarantee or a policy of insurance, but is an important document that should be kept alongside the contractor’s written guarantee.


I need to make a claim. 

Please go to the Claims section of our website.