Frequently Asked Questions
We have answers to your questions about home warranties, how they’re different from home insurance, and how the repair and replacement process works.
- Why should I choose First American?
First American is a leader in the home warranty industry and with over 30 years of experience. We proudly serve over 450,000 customers nationwide and last year alone we spent over $125 million* on repairs and replacements. Our customer service team is available to respond to your service requests seven days a week, including holidays.
Our customers say it best and consistently provide positive feedback in our satisfaction surveys.
*Paid invoices net of service fees in 2014, prior to deductions and/or rebates.
- What is a home warranty?
A home warranty is typically a one-year renewable service contract designed to protect your household budget from unexpected, costly repairs on home systems and appliances.
- What does a home warranty cover?
There are several plans and options to choose from to best suit your home’s specific requirements. Basic plans typically include coverage for: kitchen appliances, water heaters, plumbing, electrical, heating systems, and more. Optional coverage can range from pool/spa equipment, washer/dryer, kitchen refrigerator, air conditioning, well pump, and more. Coverage varies by region and whether the home is involved in a real estate transaction. You may view sample coverage for home buyers and sellers, or sample coverage for homeowners who are not involved in a real estate transaction.
- What’s usually NOT covered?
Your home warranty contract covers only items listed as covered and excludes all others. Therefore, when you have a breakdown you may have additional expenses associated with the repair or replacement. For instance, costs to bring out-of-code systems into compliance, structural modifications, modifications to existing equipment, secondary damage, and cosmetic fixes are examples of items that may not be covered. Read your contract for full details.
- How does the claim process work?
Review your coverage. It is best to review your home warranty contract to understand specific coverage and limitations for the broken item.
Request service. Sign in to place your request online or call 800.992.3400.
Schedule an appointment. A service provider will contact you to schedule a mutually convenient appointment.
Repair or replacement. The service contractor will diagnose and repair or replace your covered item. Simple repairs are typically made during the first appointment. In some cases, parts may need to be ordered and additional visits may be needed to complete the repair or replacement.
- What is the difference between a home warranty and homeowners insurance?
Home insurance is usually required by your mortgage lender and protects the structure of your home against risks such as damage from severe weather and theft, secondary damages resulting from some system and appliance failures, as well as protecting you personally from liability in the event that someone is accidentally injured on your property. Each time you make a claim on your home insurance you pay a deductible cost, which is commonly $500 or $1,000.
Home warranties protect many of the home systems and appliances that you rely on daily. When these systems and appliances inevitably fail over time due to normal wear and tear, a home warranty will pay to repair or replace them. You will pay a service fee each time you request service, which ranges from $50 - $100.
- Who will you send out to my home to service my system or appliance?
We will send a local technician from our network of thousands of independent service providers who are pre-screened, and monitored for performance through customer satisfaction surveys.
- Is there a fee for requesting service?
Yes. When a service provider visits your home, your Service Call Fee is due, typically ranging from $50 to $100 depending on your plan. Details of your exact fee are included in your contract.
- Will a home warranty cover my system or appliance that is already broken?
In most situations we will not repair or replace an item that was broken prior to the start of the home warranty coverage. Some plans that are purchased as part of a real estate transaction will protect you from unknown pre-existing conditions - if at the time the coverage begins the defect is not known or could not have been reasonably observed by looking at or operating the system or appliance.
- Are there any age limitations on the systems and appliance you'll cover?
No. We will cover your system or appliance regardless of age, provided it is in safe, working order before the start of your contract.
- Will you replace my system or appliance if it cannot be repaired?
Yes! If a covered system or appliance is beyond repair, we will replace it with a brand new unit with like functionality.
In some instances, you may be offered cash in lieu of repair or replacement. Payment will be made based on First American’s negotiated rates with its suppliers, which may be less than retail.
Repair or replacement of ice makers, ice crusher, beverage dispensers, and their respective equipment will only be completed when parts are available.
- How much does a home warranty cost?
It’s easy to get a free quote. Costs vary depending on geographic location as well as by which plans and options you choose to best suit your home. If you’re buying or selling a home, contact your First American Area Manager for local pricing.
- Is there a waiting period before I can request service?
For many new customers, there is a 30-day waiting period before requesting service. Please see your contract for specific details.
- How often can I request service?
There is no limit to the number of times you can request service during your contract. Many of our customers request service multiple times each year and save hundreds to thousands of dollars in repair and replacement bills.
- What if I’m selling or buying a home?
If you’re selling a home, ask your real estate professional how a First American home warranty can protect you from costs and delays during the listing period.
If you’re buying a home, ask your real estate professional to include a First American home warranty in the closing to protect you from costly breakdowns after closing and during the first year of home ownership.
See sample coverage available for home sellers and buyers.
- How do I cancel my contract?
We hate to see you go! If you’d like to discuss your cancellation options, please call us at 800.992.3400 or send your cancellation request to firstname.lastname@example.org.