Frequently Asked Questions About Home Warranties | AHS

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Home Warranty Frequently Asked Questions

1. Home Warranty
2. Frequently Asked Questions

Home Warranty FAQs

Here to lend a helping hand

Check out our list of FAQs if you need to know about home warranty plans, claims and coverage, you're looking for info on membership, costs and payments, or you simply have general AHS questions.

Home Warranty Basics

What is a Home Warranty?

Home Warranty vs Homeowners Insurance

What do Home Warranties Cover?

What are the Benefits of a Home Warranty?

How Much Does a Home Warranty Cost?

Can You Buy a Home Warranty After Closing?

Common Questions

What can we help you find?

• About AHS
• Claims and Coverage
• Member Resources
• Commonly Asked Questions
• Costs and Payments
• Buying or Selling a Home

About AHS

What is American Home Shield?

American Home Shield was created in 1971 to help protect homeowners from the cost and inconvenience of unexpected breakdowns. In doing so, we founded the home warranty industry. Today, with over 50 years of experience, we’re the leader in home warranties. Our goal is to empower homeowners to feel confident and in control of their homes. We offer plans that cover the home systems and appliances we all rely on to keep our homes and lives running smoothly.

Why should I choose American Home Shield over other home warranty providers?

American Home Shield has a nationwide network of thousands of local, qualified repair Pros and provides coverage for key parts and components of home systems and appliances. We also offer special discounts on home maintenance services. AHS is a great way to get peace of mind and budget protection. We also cover older items, no matter their age and provide a 30-day workmanship guarantee.

How much does an American Home Shield home warranty plan cost?

Our plans start at less than $1 a day. Your monthly home warranty cost depends on a few factors though:

• Home details - The size, type and location of your home
• Plan type - We offer plans for existing homeowners and people who are buying or selling a home, as well as different coverage levels based on your specific needs
• Additional coverage - From electronics* to pool & built-in spa equipment coverage, we offer additional coverage that you can add to your base home warranty plan within 60 days of becoming a member. *The Electronics Protection Plan is provided by Allstate Protection Plans. See plan agreement for coverage details, including service fees, limitations, and exclusions.
• Service Fee - When you request service, you’ll pay a small service fee to have a Pro diagnose the problem. You will select your service fee amount when you purchase your home warranty plan

For more information, see our Cost Explained page.

What does an American Home Shield home warranty cover?

Coverage for up to 23 home items, including parts of the systems and appliances you rely on every day. For more specific information, please see our What Do Home Warranties Cover? page.

How do I contact American Home Shield?

Sales: 888.682.1043 For Service: 800.858.1922 Or as a member, you can visit MyAccount to place a service request, review your plan agreement, and access special member offers on a variety of home maintenance services.

What is video chat?

With select plans, members can now video chat with live repair Experts in the AHS app who can help assess or fix breakdowns in real time at no extra cost. It's a great and completely optional way to troubleshoot and potentially fix your issue before placing a service request.

Video chat is available to ShieldGold and ShieldPlatinum members and the hours are from 8AM-9PM CST 7 days/week. Subject to change.

Claims and Coverage

How long does my contract last?

The standard home warranty plan agreement is 12 months, and your agreement begins 30 days after you sign up. That means you can place your first service request 30 days after you sign-up.

How do I request service?

Once your coverage begins (30 days after sign-up), you can file a service request 24/7 online viaMyAccount. You can also call 833.706.2863 to file a service request.

Is there a limit to the number of repairs during my contract term?

No, we do not place a limit on the number of covered repairs, although some coverage limitations and exclusions, such as covered item limits, may apply.

Please review the Sample Plan Agreement for a specific list of coverage limitations and exclusions. If you are a current member, you can view your specific plan agreement in MyAccount.

How does American Home Shield determine if my service request is approved or not?

For a service request to be approved it must be for a covered item that has experienced a covered breakdown, and for which there are no other limitations or exclusions that apply. See the plan agreement for coverage details, including service fees, limitations and exclusions. Charges for non-covered items may apply.

We thought the issue was fixed, but it's not. Can the Pro come back?

Yes. We offer a 30-day workmanship guarantee, which means if you have an issue regarding your completed repair or replacement within 30-days of completion, we'll send a Pro back out for free. Either request service online via MyAccount or call 833.706.2864. Please see the sample plan agreement for more details.

What if American Home Shield can't fix my covered item?

If we determine that your covered home system or appliance cannot be repaired, we will replace it for you and remove the broken item at no additional charge. You can also opt for a cash payment in lieu of a similar or equal value replacement. You can also take advantage of our HVAC Upgrade Program and upgrade your system or appliance. Our HVAC Upgrade Program provides members with exclusive discounts on top appliance brands and current models to help your dollars go further.

How long will it take to fix my covered item?

There are several factors that will impact how long it will take to fix your covered item such as the nature of your issue(s) and availability of parts. Our goal is to assign you a Pro as quickly as possible so we can diagnose the issue, order any parts needed to make the repair, and fix your covered appliance or system so your home is running smoothly again.

My home's systems and appliances are old. Will American Home Shield include them?

Yes. We don't care how old your home, systems, or appliances are - our home warranty protection will cover them.

Member Resources

How do I set up my online account?

Visit MyAccount to register. In MyAccount, you can easily place service requests, view your plan agreement, and access member discounts on a variety of home maintenance services.

Can I change my plan?

Of course. You can make changes to your coverage for 60 days after your plan becomes effective. To change your plan, call 833.706.2868.

How do I make sure my coverage continues/renews when the year is up?

If you have set up automatic payments with us, we will send your next year's agreement at least 30 days before your current plan agreement expires. If you do not have automatic payments set up, you can contact us to continue coverage by logging into MyAccount or calling 833.706.2869.

Can I cancel at any time?

Yes, you can cancel at any time. If you cancel your plan agreement within the first 30 days of your coverage, we'll refund your agreement fees minus any service and claims incurred by American Home Shield.

If you cancel your plan agreement after 30 days, you'll receive a prorated refund of any agreement fees you paid for the rest of the agreement term, minus an administrative fee of up to one month's payment (where permitted by law) and any service or claims costs incurred by American Home Shield. Terms may vary by state. Please see the sample plan agreement for more details.

How do I cancel my plan agreement?

To cancel your plan agreement, please call 833.706.2865 and a customer representative will assist you.

Please note, if you are moving, you can transfer the remainder of your plan to the new buyer and set up coverage for your new home. Call 833.706.2866 to transfer your warranty.

Commonly Asked Questions

How is a home warranty different from homeowners insurance?

Homeowners insurance typically protects your home from things that might happen, like fires, theft or natural disasters. A home warranty helps protect your budget when covered components of home systems and appliances break down due to normal wear and tear. If you want to learn more, check out this page on the difference between homeowners insurance and home warranties.

Can I get a home warranty on a rental property?

Yes, you can easily purchase an American Home Shield home warranty for your rental property online at ahs.com. You must be the owner of the rental property to purchase the home warranty plan.

Can I view a sample contract?

Yes, but keep in mind that the coverage options and coverage provided may vary from state to state. View your state's sample plan agreement. For questions regarding the coverage available in your state, please contact 833.706.2867

Can I choose my own Pro?

American Home Shield will assign a Pro from our network who specializes in the type of item and issue you are experiencing. The assigned Pro will then reach out to you. In some limited situations, American Home Shield may offer you the ability to choose your own Pro, also known as Outside Authorization. Unless American Home Shield offers you the Outside Authorization, you may not use your own Pro. Please see the plan agreement for more information.

Do I need inspection or maintenance records before I buy a plan?

No. You can purchase a home warranty from American Home Shield without an inspection or maintenance records.

Costs and Payments

Can I customize my payment options?

Yes, you can pay monthly (for no additional finance fee) or annually. If there’s a specific day you want to start your billing cycle each month, call 833.706.2870. You can also pay by checking account, credit or debit card.

How much do I pay to file a request service?

You'll pay a non-refundable service fee each time you place a service request for a covered item. You'll choose your service fee amount when you purchase your plan. See the plan agreement for coverage details, including service fees, limitations and exclusions. Charges for non-covered items may apply.

Do I get a discount for covering more than one home?

Yes, you'll get a $50 discount on coverage for each additional home (under 5,000 square feet).

Will I have any out-of-pocket expenses?

Depending on the situation, you might. When you request service, you’ll pay your service fee. In addition, you may be responsible for any repair or service costs that aren’t covered by your home warranty. See the plan agreement for coverage details, including service fees, limitations and exclusions. Charges for non-covered items may apply.

Buying or Selling a Home

What is a real estate home warranty?

It's an annual home warranty plan that helps with the cost and hassle when your home systems and appliances break down.

Our real estate-specific plans are offered to both home buyers and sellers, and coverage begins immediately. You will also get protection for things other home warranties might not cover, like old home systems and appliances, insufficient maintenance, improper installations or repairs, mismatched HVAC systems, and more.

Why do I need a real estate home warranty?

Including an American Home Shield® home warranty in your real estate transaction can help protect your biggest investment — and your budget. In fact, 1 in 4 homeowners use their home warranty within the first 60 days after closing.

Can I transfer my real estate home warranty contract to someone who buys my home?

Yes. To transfer your agreement, please call 833.706.2866.

Can I add a real estate home warranty to the home I'm buying after closing?

You have 90 days from closing to add home warranty coverage and take advantage of the special real estate pricing.

What are the real estate home warranty plans offered?

We have three different plans so you can choose the level of coverage you need.

• ShieldEssential ℠: Includes coverage for parts and components of many major home systems, like HVAC, electrical, and plumbing, plus a variety of associated home items.
• ShieldPlus ℠: Includes all systems in the ShieldEssential plan, plus many major appliances like your clothes washer, dryer, refrigerator, stove, and more.
• ShieldComplete ℠: Includes all systems and appliances in the ShieldEssential and ShieldPlus plans, plus additional items - your choice of one free Rekey or HVAC Tune-up Service*, modifications coverage up to $1,000, roof leak repair coverage up to $1,000,** unlimited AC refrigerant and more.

*Tune-ups are available seasonally (spring: A/C; fall: heating) and both Rekey and HVAC Tune-up Services are offered by Frontdoor Pro. As a ShieldComplete member, your choice of one free Rekey or HVAC Tune-up Service of one unit is included per contract term. Service dates are limited and may vary based upon location. For buyer use only.

**Roof leak repair coverage not available for condos/townhomes/mobile homes. For buyer use only.

Is real estate home warranty coverage offered to sellers?

Yes. If you are selling your home, you can add on the Seller Coverage Option* for up to six months while your home is on the market. Click here for a quote. Here's how the Seller Coverage Option works:

1. Seller chooses the home warranty plan to provide to the buyer.
2. Seller adds on the Seller Coverage Option and receives coverage for the same home systems and items (excluding rekey) included in the ShieldEssential plan.
3. Payment is due at closing for both Buyer Coverage (price depends on the plan selected) and the Seller Coverage Option.
4. The warranty transfers to the buyer and becomes effective the day of closing.

*Subject to a $1,500 cap for all covered items during the listing period.

Do you offer two years of coverage at a special rate for Real Estate Edition Home Warranty Plans?

Yes! After the first year of your agreement term is over, you will have the chance to renew your coverage for a second year. Single-family homes (multi-family properties are not included) qualify for an initial 2-year plan through our Real Estate Edition Home Warranty Plans where you will be able to lock in your initial yearly rate for your first two years of coverage.

Can I buy a home warranty if I am building a home?

Yes. Our New Construction home warranty can be purchased anytime within the first year after closing, and provides coverage for 4 years, protecting the home from years 2-5.

When can I start using my real estate home warranty plan?

Your coverage starts the day of closing, however, if payment for the home warranty funds have not been received from the home closing process, the number of service requests you may file may be limited.

What happens if I sell my home before my plan agreement term ends?

If you sell your home before the end of your plan agreement, you can transfer the remainder of your plan agreement term to the new buyer by calling 833.706.2866.

Can I change or upgrade my coverage options to an existing real estate home warranty plan?

You have 60 days from closing to change or upgrade your coverage options. You can do so by calling 833.706.2868.

How long does my real estate agreement term last?

Our standard agreement lasts for 12 months after closing. If you choose the 2-year warranty, your agreement term will last for 24 months and if you purchase a New Construction home warranty, your agreement term will last for four years - beginning after the builder's one-year warranty expires.

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