"This leaves companies like ours in greater demand, but older cars invariably have more problems, and this could well be a contributing factor to an increase in claims.”

Sales teams’ responsibility

At Car Care Plan, Heavisides also points out the stability of the proportion of claims made compared to volume of sales, which suggests dealers’ PDI focus and pre-sales checks are being maintained.

He also believes the increased popularity of service plans has resulted in potential problems being picked up before mechanical failure results despite market data showing customers are keeping cars for longer.

However, Heavisides insists dealerships have a job to do at the point of sale and that responsibility generally rests with the sales team: “The warranty experience starts with making sure that expectations are set and managed appropriately and this begins when the product is first sold – if customers understand what’s covered and, more importantly, what’s not covered it makes life easier for service teams when customers need to claim.

“When a product is sold by a dealer, customers know that the cover is appropriate and suitable for their requirements.

"While many can make an informed choice online, it’s often not the same as having someone explain the cover directly.”

While the service advisers will no doubt continue to be the ones steering a sometimes tricky course between the motorists and the online warranty sellers, this marked increase in internet sales does not seem to have had an impact on the warranty sales via the dealerships and their range of providers.

MB&G managing director David MacPhee summed it up: “We think customers feel happier buying from a dealer and knowing they can return there for support and guidance if there are any issues with the product or a claim.”