We look after the things people rely on every day to keep their homes running. In fact, we protect, repair and care for millions of products and appliances each year – from fridges and washing machines, to TVs and boilers.
Operating across 12 markets, we work with some of the world’s top retailers and manufacturers. We’ve been in business since 1912, and we’re always looking ahead. We want to be known for exceptional service – delivering for every customer, every time.
Our business at a glance
Products
Protecting customers from the cost and inconvenience of appliance breakdown by repairing or replacing key household items.
Markets
We continue to operate effectively across our 12 markets, supporting our customers in all these countries.
Partners
We have an established distribution model and a mutually beneficial ecosystem working with our partners.
People
Our people strategy is focused on creating an environment where our people can be ‘proud of who we are’.
Customers
We provide a high quality, expert service and have high levels of customer satisfaction and strong customer retention.
Our products
We have a simple and transparent product range and a strong and resilient position in the home. Our products protect customers from the cost and inconvenience of appliance breakdown by repairing or replacing key household items such as washing machines, heating, TVs, and consumer electronics.
Product care
Breakdown and accidental damage protection and repair or replacement cover for the most important household products, including large domestic and electrical appliances, mobile phones and heating.
Replacement care
Breakdown and accidental damage protection for small domestic appliances costing under £200. Replacement care has a fixed term payment plan and offers instant replacement.
Repair & Care
A point-of-need solution for customers who have experienced a breakdown of large domestic appliances, including washing machines, dishwashers, tumble dryers and heaters.
Subscription customers
Repairs per annum
Replacements per annum
We operate in 12 markets
Domestic & General operates across 12 markets, including the UK, Spain, Germany, Portugal, Italy and the US.
Our history
Giving customers peace of mind for over 100 years
A landmark year for the business
2024 was a landmark year as D&G’s revenue surpassed £1bn for the first time. The business delivered strong progress against our strategy of driving global growth through best-in-class customer and partner experiences and completed key contract extensions with Sky, Haier, Carrefour and Whirlpool US.
Growth, partnerships and acquisitions
We completed key contract extensions with Sky, Radio Popular and Whirlpool. In June, we acquired After Inc., (post-sale warranty specialist) and in December, we completed the acquisition of a state-of-the-art AI and data-driven repair platform from Nana Technologies Inc. We also brought seven innovative customer propositions to market, including Plumbing & Drainage cover, a monthly subscription proposition for John Lewis customers and a protection proposition for Air Source Heat Pumps for Scottish Power.
Everyday flexibility and our sustainability journey
In 2022 we moved to a model of ‘everyday flexibility’ which empowers our employees to choose whether to work from the office, from home or in a hybrid way. D&G were official sponsor of the first ever carbon neutral commonwealth games, in another step forward on our sustainability journey, we became a friend of the Reuse Network and we launched a partnership with onHand, the volunteering app.
Matthew Crummack joins the business
Matthew Crummack was appointed CEO and Joe Fitzgerald appointed CFO. We proudly joined the UN’s Global Compact Network and extended our contract with UK retail giant, Argos. Our US business launched with a Chicago headquarters and Cleveland contact centre and we began trading in all US states. New investment into D&G employees included the state-of-the-art Nottingham Hub and a refurb of our Wimbledon Headquarters.
Exclusive new proposition in UK
We joined forces with John Lewis & Partners to launch an exclusive new customer proposition called Protect Plus.
New ownership structure
We welcomed a new investor, as Abu Dhabi Investment Authority (ADIA) bought a 30% stake in the business. CVC continue as D&G’s majority shareholder via CVC Capital Partners Fund VII. The new ownership structure underpinned by two stable and well-resourced global investors provide a strong platform enabling us to focus on our growth plans in the UK and internationally.
Change of ownership
In 2013, Advent International sold the company to CVC Capital Partners, who partnered with the management team as we embarked on the next phase of international growth.
Change of ownership
In 2007, Advent International acquired D&G through a public-to-private transaction.
Domestic & General Group PLC.
The acquisition also led to a series of name changes, with the holding company renamed WAICO Holdings Ltd., then Swan Court Group PLC, which successfully floated in 1988. The Group was fully listed on the London Stock Exchange in 1991 when it finally changed its name to the more familiar Domestic & General Group PLC.
Amalgamation
In 1982 after WAICO acquired Domestic & General, WAICO’s logo was altered to incorporate its new acquisition.
WAICO enters the heating market and introduces boiler breakdown cover
Appointment of Howard James as managing director in 1975 and Colin Honey as Fire & Accident Manager in 1977 which led to the reshaping of the business and WAICO entered the white goods market for the first time.
Telesurance and Domestic & General
In 1966, Telesurance became Domestic & General Insurance Co. Ltd., and the company expanded its TV cover to include colour and older TV sets. The business was then acquired in the seventies by Gulf+Western, an American conglomerate who promptly installed Domestic & General’s first computer system.
Early days
D&G’s founder, Samuel William Copley, formed WAICO on 5 July 1912 because he was unable to find a company to carry the risk of insuring cattle during transit from the United Kingdom.
Sustainability
At Domestic & General, sustainability is more than a commitment — it’s core to our purpose to protect what matters. Every time we repair an appliance, we’re not just helping our customers fix what’s broken; we’re actively reducing waste, conserving valuable resources, and having a positive impact on our planet.
Reduction in UK scope 1 and 2 emissions
Repairs annually
Trees planted with OnHand