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How to Request Service
Please carefully read the terms and conditions of your home warranty plan, noting all covered items. Contact our customer service representatives at 1-877-248-8265.
Please have your name and telephone number ready to give to the customer service representative who can than locate your policy information. Report the issue you are having with your covered household component and the customer service representative will then dispatch an authorized service contractor. Please be prepared to pay the service visit fee at the time of the visit.
We will not reimburse for service performed without its prior approval, with the only exception being for a gas emergency. In the case of all other emergencies that affect the medical, physical well being or medical condition of you and that require immediate service, you must contact us prior to having service performed. We are available 24 hours per day, 7 days per week.
Coverage
We will provide for the parts and labor necessary to restore your unit to normal operating condition. Please refer to the plan for the agreement type you purchase. This will indicate the items listed below, which are under your agreement. Certain limitations of liability apply to covered systems and appliances.
Plumbing System
Coverage includes: leaks and breaks in water, drain, gas, waste or vent lines (except if caused by freezing or root damage); toilet tanks, bowls, toilet wax rings, seals, and mechanisms (builder’s standard is used when replacement is necessary); valves for shower, tub and diverter, angle stops, risers and gate valves; permanently installed sump pumps (ground water only); ejector pumps, built-in bathtub whirlpool motor and pump assemblies.
Exclusions from coverage include, but are not limited to: Stoppages, collapse of or damage to water, drain, gas waste or vent line caused by freezing or root damage, faucets and fixtures, bathtubs and showers, shower enclosures and base pans, sinks, toilet lids and seats, caulk, grout, septic tanks, water softeners, pressure regulators, inadequate or excessive water pressure, flow restrictions in fresh water lines caused by corrosion or chemical deposits, holding or storage tanks, saunas or steam rooms, hose bibs, lead drain lines or lead pipes. NOTE: We will provide access to plumbing systems through unobstructed walls, ceilings or floors and will return the access opening to rough finish condition. With respect to concrete-encased plumbing systems we will pay a maximum of $500 for access, diagnosis and repair or replacement during each consecutive 12 month period beginning on the start date listed on the Schedule Page and continuing until the agreement is terminated.
Water Heater (Gas or Electric)
Coverage includes: All components and parts that affect the operation of the unit including circulating pumps.
Exclusions from coverage include, but are not limited to: Solar water heaters, solar components, holding or storage tanks, noise, vents, flues, fuel storage tank, energy conservation unit, physical damage to external covering, expansion tank, drain pan and piping, dip tube, pressure reducing valve, internal flue and baffle, tempering valve, water piping; any failure related to corrosion or mineral deposits.
Heating System
Coverage includes: All components and parts necessary for the operation of the system, including heat pumps and built-in wall units, as long as these units arethe primary heat source for the home, thermostats or other similar devices that control the operation of the system, and a permanently attached humidifier that is not portable or moveable but is an integral part of the primary climate control system.
Exclusions from coverage include, but are not limited to: Baseboard casings, fuel storage tanks, portable units, solar heating systems, fireplaces and key valves, filters, registers, grills, clocks, timers, heat lamps, chimney, flues, vents, improperly sized heating system, air cleaners, field wiring, fire box, flue baffle, heat transfer modules, heating jacket and trim, insulation, water piping, zone valves/dampers, hanging units, the cost involved for the initial placement or removal of rooftop units, although we do provide coverage for the unit itself, gas piping upstream of shut-off valve, glycol solution and glycol units.
NOTE: We will pay a maximum of $1,500 for access, diagnosis and repair or replacement of any hot water or steam circulating heating systems during each consecutive 12-month period beginning on the start date listed on the Schedule Page and continuing until the agreement is terminated. Coverage available on one standard residential heating system up to 150,000 BTU input, or One Air Handler with up to 25 kW resistance heat, or one Boiler up to 400,000 BTU input (as listed on nameplate).
Ductwork
Coverage includes: Ducts from heating or cooling unit to point of attachment at registers or grills.
Exclusions from coverage include, but are not limited to: Registers, grills, asbestos-insulated ductwork, dampers, improperly sized ductwork. NOTE: We will provide access to ductwork through unobstructed walls, ceilings or floors, only and will return the access opening, to rough finish condition. With respect to encased ductwork, we will pay a maximum of $500 for access, diagnosis and repair or replacement during each consecutive 12 month period beginning on the start date listed on the Schedule Page and continuing until the agreement is terminated.
Range/Oven/Cook top (Gas or Electric)
Coverage includes: All components and parts that affect the operation of the unit.
Exclusions from coverage include, but are not limited to: Clocks (unless they affect the function of the oven), meat probe assemblies, rotisseries, racks, handles, doors, door glass, oven liners, hinges, light bulbs, shelves, roller or leveling feet, grates, burner bowls, buttons, glass displays, trays, knobs, sensi-heat burners will only be replaced with standard burners.
Trash Compactor
Coverage includes: All components and parts that affect the operation of the unit.
Exclusions include, but are not limited to: Lock and key assemblies, removable buckets, consumer replaceable items such as, bags, shelves, pans, racks, trays, roller or leveling feet, grates, knobs, buttons, caps, door cabinetry, door seals or gaskets, doors, glass displays, hinges, handles, and panels.
Electrical System
Coverage includes: All components and parts, including interior wiring, low voltage wiring, electrical panels, switches, outlets, receptacles and built-in exhaust fans.
Exclusions from coverage include, but are not limited to: Fixtures, intercoms, remote controls, knobs, buttons, caps, hinges, handles, aluminum wiring, inadequate wiring capacity, circuit overloading, power failure, power surge, direct current (D.C.) wiring or components.
Air Conditioning and/or Heat Pump System
Important Consumer Note: Please refer to the Schedule Page for the Agreement type You purchased. This will indicate the product(s) and/or unit(s) covered under your Agreement. If the Agreement you purchased includes coverage for Air Conditioning and/or Heat Pump Systems the following apply.
Coverage includes: All components and parts that affect the cooling operation of the unit that provides airflow through central ductwork, including evaporative cooler.
Exclusions from coverage include, but are not limited to: Gas air conditioning systems, geothermal systems, condenser casings, registers, grills, filters, electronic air cleaners, window units, non-ducted wall units, water towers, humidifiers, roof jack or stands, condensing or evaporative cooler pads, flues, vents, improperly sized air conditioning unit based upon manufacturer or industry guidelines, chillers, clogged drains or lines, condensation leaks, field wiring, refrigerant tubing, field piping, hanging units, and the cost involved for the initial placement or removal of rooftop units, although we do provide coverage for the unit itself.
NOTE: We will pay per covered item for access, diagnosis and repair or replacement of any air conditioning systems during each consecutive 12-month period beginning on the start date listed on the Schedule Page and continuing until the Agreement is terminated. Covers one standard residential-type cooling system and the cooling and/or heating functions of the outdoor unit and interior air handler. Each Central Air Conditioning/ Heat Pump agreement purchased will cover one standard residential condensing unit or one heat pump condensing unit (outdoor unit) up to 5 tons single phase, 240 volts; and one air handler and associated parts (indoor unit).
Kitchen Refrigerator/Freezer
Coverage includes: All components and parts that affect the operation of the unit, including integral freezer unit.
Exclusions from coverage include, but are not limited to: Clogged drains or lines, condensation pans, door seals or gaskets, doors, hinges, handles, roller and leveling feet, glass displays, light bulbs, grates, knobs, dials, buttons, caps, racks, shelves, ice makers, ice crushers, beverage or ice dispensers and related equipment, interior thermal shells, freezers which are not an integral part of the refrigerator.
Food Spoilage Coverage For Kitchen Refrigerator/Freezer Products
Coverage includes: Repair or replacement of operating components that failed as a result of mechanical or electrical failure of refrigerator or freezer. Food loss as a result of the failure is covered to a maximum of one hundred dollars ($100.00) during each consecutive 12-month period beginning on the start date listed on the Schedule Page and continuing until the Agreement is terminated.
Exclusions from coverage include, but are not limited to: Food loss that results from a loss or interruption of power.
NOTE: An itemized list of spoiled food will be required.
Clothes Washer
Coverage includes: All components and parts that affect the operation of the unit.
Exclusions from coverage include, but are not limited to: Clogged drains or lines, door seals or gaskets, doors, hinges, handles, roller and leveling feet, glass displays, light bulbs, grates, buttons, caps, rinse aids, fabric softener dispenser, plastic mini-tubs, soap dispensers, filter screens, knobs, dials and damage to clothing.
Clothes Dryer
Coverage includes: All components and parts that affect the operation of the unit.
Exclusions from coverage include, but are not limited to: Clogged duct or venting, door seals or gaskets, doors, hinges, handles, roller or leveling feet, glass displays, light bulbs, grates, buttons, caps, fabric softener/bleach dispenser, venting, lint screens, knobs, dials, and damage to clothing.
Dishwasher
Coverage includes: All components and parts that affect the operation of the unit.
Exclusions from coverage include, but are not limited to: Clogged drains or lines, door seals or gaskets, doors, hinges, handles, roller or leveling feet, glass displays, light bulbs, grates, knobs, dials, buttons, caps, rinse aids, racks, baskets, rollers, liners and tubs.
Garbage Disposal
Coverage includes: All electrical and mechanical components and parts that affect the operation of the unit.
Exclusions from coverage include, but are not limited to common malfunctions such as jamming and resetting the reset switch.
Built-In Microwave Oven
Coverage includes: All components and parts that affect the operation of the unit. Built-In Microwave does include countertop units that have been permanently mounted in or on kitchen cabinetry.
Exclusions from coverage include, but are not limited to: Door seals or gaskets, doors, hinges, handles, glass displays, light bulbs, grates, knobs, dials, buttons, caps, interior cavity linings, door glass, shelves, portable or counter top units, meat probe assemblies, rotisseries.
Garage Door Systems
Coverage All components and parts, including motor, control board, limit switches, sensors, chains, belts, gears and trolley.
Exclusions from coverage include but are not limited to: garage doors, garage door hardware, garage door springs, garage door adjustments, opener travel and force adjustments, glass door panels, decorative door panels, remote controls, knobs, buttons, field installed wiring, wall switches, light bulbs, light covers, rails and mounting hardware, keyless entry or other accessories.
Remember
Your plan covers exactly the items listed within your plan, with exclusions. It is recommended that you read over the covered item listing and note the types of conditions that are excluded.
Your coverage begins thirty days after the date of enrollment. This is known as your Effective date.
Limits
• This Agreement does not cover pre-existing defects or deficiencies.
• This Agreement does not cover providing for or closing access to covered items, except as noted in the “Covered” section of this Agreement.
• This Agreement does not cover the restoration of any wall coverings, floor coverings, cabinets, counter tops, tiling, paint, or for the repair of any structural or cosmetic defects.
• This Agreement does not cover parts, Units, Components, and/or any subassemblies that are covered by a manufacturer’s, contractor’s, builder’s or installer’s warranty.
• This Agreement does not cover electronic, computerized or energy management systems or devices, lighting and appliance management systems, such as “Smart House”.
• Under no circumstances will We be liable for loss or damages to any person
or property, indirect, consequential, or incidental, arising from the use or
inability to use the Product to the extent such may be disclaimed by law, nor
will this Agreement cover any defects which are subject to a manufacturer's
recall or which are covered under a manufacturer’s program of reimbursement.
• This Agreement does not cover service, maintenance, repair, or replacement necessitated by any loss or damage resulting from any cause other than normal usage, such as, but not limited to loss or damage due to chemical or sedimentary build-up, misuse or abuse, unauthorized repair by others, failure to clean or maintain the Product, rust, corrosion, insect infestation, mold, mildew or bacterial manifestations, missing parts, structural change, fire, freezing, electrical failure or surge, water damage, lightning, mud, earthquake, soil movement, windstorms, hail, theft, negligence, riot, accidents, pet or pest damage, acts of God, or failure due to excessive water pressure or any other peril.
• We have the sole right to determine whether a covered appliance, system or Component will be repaired or replaced, but We are not responsible for any delays in obtaining parts or replacement equipment.
• In the event that replacement parts needed for repair should become unavailable during the coverage period of the Agreement, We shall be excused from performance and You may receive a residual allowance to aid in the replacement of the Product or Unit.
• We are responsible for installing replacement equipment of similar features, capacity and efficiency, but not for matching dimensions, brand or color. We are not responsible for upgrades or for the cost of construction, carpentry, or other modifications made necessary by existing equipment or installing different equipment.
• This Agreement does not cover repairs related to inadequacy or lack of capacity, improper installation, previous repair, design, or any modification to the system or appliance.
• This Agreement does not cover preventative maintenance.
• This Agreement does not provide any service for Products used for commercial or institutional purpose.
• This Agreement does not cover repairs arising from manufacturer’s
recall of covered items or any items while still under an existing manufacturer's,
distributors or in-home warranty.
• This Agreement does not cover any service involving hazardous or toxic materials, asbestos, lead or the disposal/ recovery of refrigerants or contaminants. >DEDUCTIBLE/SERVICE CALL CHARGE. You will pay a deductible/service call charge for each trade service call per Product, per occurrence, or the actual cost, whichever is less as specified on the Schedule Page. The trade service call fee is for each occurrence where We approved the service call and is payable to Our Authorized Service Contractor at the time of each visit. If repairs are made to additional systems, a separate deductible will apply to each system repaired. We cannot respond to a new request for service when any previous service fee is outstanding. Failure to pay the trade service call fee will result in
suspension of coverage until such time as the proper fee is paid. At that time, coverage will be reinstated, but the Agreement period will not be extended.
Transferability
This Agreement may be transferred by You to a new occupant if You sell Your home. There is a $15 transfer fee associated with the transfer.
Cancellation
By You: You may cancel this Agreement at any time for any reason by mailing a request for cancellation to Us. The effective date of cancellation is the date We receive the request. Any refund, if available, will be determined on a pro rata basis less the cost of any service performed under this Agreement. An administrative fee of 10% of the original selling price or $25, whichever is less, will be charged for processing.
By Us: We may cancel this Agreement at any time and without notice for fraud, material misrepresentation, nonpayment by You, or non-renewal. We have the right to cancel this Agreement without liability. If We cancel this Agreement, We shall calculate a pro rata unearned refund based on 100% of what You paid. [If payment for the Agreement was financed within a home loan and if Your home is repossessed by Your lender during the term of coverage, this Agreement may be canceled by the lender. A refund will be issued to the payor of record. If the cost of the Agreement was financed, the refund may be sent to the lender and may be credited to the loan balance. The lender may not make a claim under the Agreement and no coverage is afforded under the Agreement to the lender.]
If Your billing option is monthly and You or We cancel, the purchase price paid by You is fully earned and You will not receive a refund.
We reserve the right to change this Agreement's fee upon giving You thirty (30) days written notice. We also reserve the right to modify this Agreement from time to time upon thirty (30) days written notice to You.
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