When reaching out initially, just tell them why you need a contractor—you have a problem that needs a contractor, that’s it. Asking if they’re ‘willing to work through a home warranty’ is both unnecessary and confusing, because they are really working for you, not us. We would just be helping you with the bill.
After your contractor has diagnosed the problem but before any repairs are completed, ask them to speak with us over the phone, preferably in your residence and with you present. Here’s why: Our claim decision is based on your contractor’s professional diagnosis. All we need from them over the phone is the make, model, and serial number of the unit, what caused the failure, and their price for repair or replacement. This helps to prevent delaying our determination or necessitating a second service call, as approval is required prior to any repair or replacement.
After we have spoken to your contractor, we will speak back to you to make sure you have all the details of your claim and your determination, so you can make an informed decision on how you will proceed. How you spend approved money—repair, replacement, upgrades, etc.— is up to you. We will need a receipt or an invoice to verify your choice and process the approved payment.
Let us know if you need us to call your contractor and explain how we work. If your contractor is there and would rather not take the phone, place us on speakerphone—our customer service will be glad to help!
Once your claim is approved, payments are prompt and you have flexible options. After the work is completed, payments happen in one of three ways:
We understand that the idea of a warranty is to lessen what you pay out of pocket, but contractors are not obligated to accept approved payments directly from us because they do not work for us—they work for you. This is why we also offer reimbursement to you for approved payments, and we will make sure you are reimbursed ASAP.
If you have any questions about our process or need assistance locating a contractor, please don’t hesitate to give us a call at 800.648.5006. We’re available 24/7/365 to help.
*Timeframe is approximate and does not reflect holiday or weather-related delays.