When a customer claims on their furniture protection, Loxa handles it end to end. The retailer only hears about the claim at its good moments: an order for a replacement, store credit being spent, a customer coming back happy. Everything in between, the forms, the photos, the assessment, stays with us.

Two of those customers, both Furniture Direct Online shoppers, told us their stories.

A furniture protection claim, five kids, and one new puppy

Lorna bought a corner recliner from Furniture Direct Online. It was her first recliner, and with five kids and dogs at home, she added Loxa protection to her order. "Because I've got five kids and dogs," she told us. She was expecting the kids to be the risk.

But four months in, it was her puppy, Tank, who chewed through the arm of the sofa from inside his crate while Lorna was hoovering. Exactly the kind of accidental damage a manufacturer's warranty leaves out.

Filing the claim was simple. Photos, a short form, and an assessor visit. When a repair turned out not to be cost effective, Lorna received the full value of her sofa back as store credit and chose a new sofa from Furniture Direct Online.

Her verdict, in her own Trustpilot review

And her advice to anyone weighing up protection on a busy household's biggest purchase:

"It saves a fortune in the long run if you've got kids and dogs. As for him, he is definitely not innocent but we have forgiven him."

A claim from a customer since the Facebook days

Dominic has been buying from Furniture Direct Online since before they had a website. When he ordered his black leather recliner, he added Loxa protection without hesitating:

"the sofa is the most expensive thing sometimes in your house".

About a year in, the leather on his recliner began to tear.

Dominic contacted Loxa, an assessor inspected the sofa, and when a repair proved impossible, he was issued store credit for the settlement. From there, things moved quickly. The credit reached Furniture Direct Online within a day, and his new sofa, a Havana fabric two and three seater with cinema lights, arrived within the week. He added a little on top of the credit to upgrade. And he put Loxa protection straight onto the new one.

From his Trustpilot review

"The claim itself was dealt with efficiently, and the team kept me informed throughout. I'm happy with the outcome and appreciate the support I received. Thank you to everyone involved for helping resolve my claim. I'd definitely consider using the insurance again based on my experience."

He has since sent friends, and his mum, to Furniture Direct Online with the same advice: get the protection with it.

What embedded furniture protection means for retailers

Both settlements returned to Furniture Direct Online as store credit. Both customers bought from the brand again. One re-attached protection to the replacement and spent more than the original credit. When a furniture protection claim is resolved well, the value of the sale stays with the retailer, and so does the customer.

Loxa handles the claim end to end. No excess for the customer, and no support burden for the retailer.

Read how it started in our dedicated retailer case study for Furniture Direct Online.
Want claims stories like these coming from your own customers? Book a demo with Loxa.