How to file a home warranty claim

Understanding your home warranty

Home warranties work similarly to insurance policies for major appliances and systems, such as your refrigerator, HVAC system, water heater or plumbing. When they break down or need repair, a home warranty company can find a repair person for you and help cover the costs. That means less stress and less dipping into your savings when things go wrong.

Home warranties shouldn’t be confused with homeowners insurance, though. Homeowners insurance usually takes care of damage caused by unexpected events like fires, storms or theft. Home warranties, on the other hand, cover everyday wear and tear issues for appliances and systems.

Not all home warranties are created equal. Different plans cover different items, and there may be some hidden costs lurking in the fine print. Most have specific deductibles or service call fees, and most companies put a cap on the amount of available coverage.

That's why it's important to read and understand the terms and conditions of your home warranty contract. Knowing what's covered, what's not, and what you're responsible for can save you a lot of trouble down the line.

» LEARN: What is a home warranty?

How to file a home warranty claim

Filing your service claim is usually an easy process that only takes a few minutes. Here’s how filing a claim works.

Review and understand your coverage

Before starting the claim process, go over your home warranty agreement to see if the broken appliance or system is covered — and for how much. “Carefully reviewing your policy coverage/limitations prior to submitting a claim is important to avoid wasting money on a non-covered item,” said Melissa Zimbelman, a real estate agent and property manager in Nevada.

Some plans let you choose a deductible. Plans with lower deductibles typically cost more.

Refreshing your memory on your coverage can also help you avoid any surprises when it comes to how much you will pay for the deductible and any terms that may make the home warranty company reject your claim. For example, many companies will deny a claim if the homeowner hasn’t been properly maintaining the item.

Also, consider if filing a claim makes sense.

“Try and determine the cost of the repair to the item you are going to be submitting,” said Zimbelman. “If the issue is with a toilet flapper, as an example, that costs less than $10 at the local hardware store, and you can google a video on how to install it. In that instance, paying the $85 deductible may not make sense.

However, if you know that you are not at all handy, and you might end up breaking the toilet while trying to install it, then maybe the $85 service fee seems like a bargain. We call those decisions the ‘dollar per hassle’ decisions, and only you can decide if it makes more sense to do it yourself.”

Request a service visit

Some home warranties have an app that you use to file a claim, while others have a 24/7 phone number to call in claims. However, the most common is a website dashboard. Simply log into your account and select the option to file a claim. Then, the website will take you through the process, which typically takes only a few minutes. The company will then have a contractor reach out to set up an appointment.

Pay your service fee

You pay a fee called a deductible every time you submit a claim. “These will range from around $85 to $125 per claim submitted,” said Zimbelman. “These fees are not typically refundable, so once the contractor gets to your home, even if they determine that your policy doesn’t cover the item, or that there is nothing wrong, you will still be responsible for paying the deductible.”

Determine if you need a repair or replacement

The contractor will come to your home to do the initial diagnosis. During the initial visit, the service technician will determine if your appliance or system needs repair or a replacement. “They will possibly make the repair that same day, if it is an easy fix, but likely will have to come back with parts, for a second visit, also a 4-hour window, in order to make the repairs,” said Zimbelman.

When should you file a home warranty claim?

You should file a home warranty claim right away. Waiting could cause the home warranty company to deny your claim.

“Many home warranty plans exclude preexisting conditions,” said Kathleen Kuhn, an expert with over 30 years of experience in home inspection and home services now working as the head of business development with Fixle. “Determining whether a condition just happened or existed before the warranty plan was purchased may be open to interpretation.”

How long you’ll have to wait for a repair person to arrive at your house can vary. It may take days or weeks, depending on how busy the service people are in your area.

Bottom line

Filing a home warranty claim is a pretty straightforward process, but you have to keep a few things in mind. First, make sure you know exactly what's covered under your warranty. Then, when something breaks, call up your warranty provider right away. Your provider will often send someone within a few days to check things out and fix the problem.

Remember, regular maintenance is the best way to prevent issues down the line. It can save you from filing a claim in the first place and keep your claim from being rejected later on.