Service FAQs

We want making a claim to be as clear and simple as possible. Even so, there are still a few points that could use some clarification. We’ve take the most common questions asked and provided the best answers below.

Do I call a contractor myself?
No. We will choose a qualified contractor for you. After reviewing your coverage, we will forward your contact information to the contractor and they will contact you within one business day.
I already had my own contractor make the repair. Will I be reimbursed?
In most cases we can not reimburse for another contractor’s repairs. In certain cases we may allow you to contact your own contractor for a repair. We would then ask you to submit a copy of a paid receipt to us for review and possible reimbursement.
Can I schedule a time for my repair when I call you to make a claim?
Our contractors schedule their own calls and we do not have access to their schedules. They will call you to arrange a mutually convenient appointment time.
When will the contractor call me?
Our contractor will contact you within one business day to schedule service. We make every effort to accommodate emergency situations.
Can I get service on nights and weekends?
We make every effort to accommodate emergency situations. If you should request non-emergency service outside of normal business hours, you will be responsible for paying additional fees, including overtime charges, if such service is available.
Will I pay a service fee (deductible)?
We do not charge a service fee for covered repairs. If our contractor finds that there is not a covered repair or there is no repair necessary, then we may charge a reasonable dispatch fee of $80 for taking the time out of our day to visit. It’s fairly rare that anyone is charged at all.
My policy expired. Can I re-enroll and get coverage for a problem I have now?
We can only cover repairs that occur and are reported during your coverage period. So, if a problem arises while your policy is expired then unfortunately we can not cover it, even if you re-enroll.
Can you tell me if my repair is covered?
We can try to guide you in determining if your problem will be covered. Please remember that only someone who is at the property and can actually see what is happening can make that determination. Our Terms & Conditions are simple and straightforward so you’ll be able to tell pretty easily.
How will I know which contractor is calling me?
When you call us to schedule service we will send you a text message with the name and phone number of the contractor so you know who is contacting you.