Frequently Asked Questions

Find Answers Here

Below you will find answers to the most common questions about TotalProtect® home warranties. If you can't find an answer to your question, please send us an email or give us a call.

Expand All Collapse All
Claims & Costs
View All Claims & Costs
Close All Claims & Costs
How much does a home warranty cost?

Plans, coverage and pricing vary by state. For specific coverage and pricing for your area, please call us toll-free at 866.607.9674 to speak with a TotalProtect representative.

Is there a service fee or deductible?

A standard service fee/deductible applies per trade (appliance, HVAC, plumbing, electrical), per service call made toward the covered portion of any claim. Details are specified in the warranty contract.

What out-of-pocket expenses will there be?

In addition to a standard service fee/deductible, there may be additional costs associated with the repair or replacement of covered items. For example, if you need local permits, or if modifications are needed to accommodate a replacement unit, those costs would not be covered by the warranty.

How is a claim approved?

Once the service partner has diagnosed the problem, he or she will contact us to report the issue. Based on the information provided to us by the service technician, we will identify what the breakdown is and determine coverage according to the terms and conditions of your contract. It is very important to read your contract and understand what is and isn't covered.

Is there a limit to the number of claims?

There is no limit to the number of times you can use the service. However, the home warranty may have individual and/or a maximum aggregate claims cap per contract term.

Can I get an item repaired without contacting you first?

If you had a repair or replacement completed on your own, your home warranty would not cover the costs and you would not be reimbursed. Your home warranty covers repairs and replacements that are approved by us and examined, diagnosed, reported and repaired by one of our network providers.

View All Contract
Close All Contract
Can I renew my home warranty?

Yes, subject to your plan's specific terms and conditions. Most plans renew automatically for your convenience. Otherwise, you can renew online, by mail or over the phone (depending on the plan). 

Can I cancel my home warranty?

Yes. See the specific terms of your agreement for number of days notice required and details about refunds, processing fees and other important information.

When does coverage begin?

Coverage goes into effect 15-30 days after you enter into the agreement, depending on your plan.

What does a home warranty cover?

Depending on your plan, a home warranty covers systems (air conditioning, heating, electrical, plumbing), and/or domestic-grade appliances or components like refrigerators, water heaters, ranges/ovens/cooktops, built-in dishwashers, built-in microwaves, garbage disposals, built-in trash compactors, ceiling fans, clothes washers, clothes dryers and more.

What isn't covered by a home warranty?

There are some items and services that are not available for coverage. Non-mechanical items like a home's structure, roof, windows, walls and doors, HVAC line sets and others are not covered.

If a system has not been maintained, the home warranty will not cover the repair. Improper installation and unknown pre-existing conditions are also excluded. Details are included in the General Exclusions and Limitations section of your contract.

Can additional systems and appliances be covered?

Yes, with some plans. Eligible items may include A/C, heating, water heater, refrigerator and jetted bathtub. See your agreement for details on how and when you can add coverage.

Does a home warranty cover older systems and appliances?

A home warranty provides repair or replacement of all covered systems and appliances that were in the home and in proper operating condition on the agreement effective date, and that have been properly installed and maintained, no matter their age, make or model. Commercial-grade appliances are not covered.

Does a TotalProtect home warranty cover condominiums, townhouses and mobile homes?

Yes, it covers all types of single-family residences, including condominiums and townhomes. A mobile home is eligible for coverage if it was built within ten (10) years of the effective date of coverage, it is permanently secured to the ground and the land it is on is owned by you. Mobile/manufactured homes that are located in a division operated similar to a condominium, where maintenance is provided, are also eligible for coverage. However, shared appliances or systems are not covered.

Are multi-family homes covered?

Yes, multi-family properties are eligible for coverage under some of our home warranties; however, coverage is restricted to the owner-occupied unit only. Multi-family residential income property of more than two units is not eligible for coverage.

About Home Warranties
View All About Home Warranties
Close All About Home Warranties
What is a home warranty?

A home warranty covers the cost of repairing or replacing major systems (air conditioning, heating, electrical, plumbing) and appliances (refrigerator, dishwasher, range/oven/cooktop, clothes washer, clothes dryer, etc.) that break down due to mechanical failures caused by routine wear and tear. It provides protection, savings and peace of mind for homeowners.

How is a home warranty different from homeowners insurance?

Homeowners insurance protects your home and its contents from losses that may occur as a result of a disaster such as a fire or windstorm. A home warranty picks up where homeowners insurance leaves off. This type of coverage protects homeowners against the high costs of repairing or replacing major home systems and appliances in the event of a mechanical failure due to routine wear and tear.

Why purchase a home warranty?
  • Protection: A home warranty provides repair or replacement coverage for mechanical failures of major systems and appliances, which are not covered by homeowners insurance.
  • Savings: You'll typically pay just one low service fee or deductible for covered components that need repair or replacement, potentially saving you thousands of dollars.
  • Convenience: We're available 24/7/365. Our Customer Care representatives will match you with a pre-screened professional, so you won't need to waste time searching through the telephone book and hoping for the best.
  • Peace of Mind: A home warranty provides assurance that you won't have to worry when a covered appliance or system breaks down, and that you will be provided with a repair professional you can trust.

A home warranty will repair or replace covered systems and appliances no matter the age, make or model. Rather than paying hundreds or thousands of dollars to repair or replace an appliance or home system, you'll pay only a standard deductible per service call, per trade, on covered components.* Plus, our Customer Care representatives are available 24/7/365 and will promptly send a qualified service provider to your home.

* Please refer to the terms, conditions and limitations in your service agreement.

How is a home warranty different from a manufacturer warranty or extended warranty plan I can purchase at the store?

The major difference between the two is that a manufacturer warranty typically only covers factory defects, and may only cover the item for as little as one year. In addition, they apply only to brand new equipment. On the other hand, a home warranty covers a wide range of breakdowns that can occur as a result of the normal wear and tear of a system or appliance, and it covers systems and appliances of all makes, models and ages.

How does a TotalProtect home warranty work?

When something breaks, all you have to do is call the toll-free number found in your fulfillment kit or visit our website to place a claim. You can call 24/7/365. We will send a service technician to your home to diagnose the problem and report it to us. If your claim is approved, the technician will repair or replace your equipment. 

If appliances are still covered by a manufacturer warranty, are they eligible for home warranty coverage?

Yes. We will cover repair or replacement expenses not covered by the manufacturer warranty.

Is a home inspection required to purchase the home warranty?

Not with TotalProtect. Other providers may require inspection, but we do not.

Are there other services I can take advantage of with my home warranty?

Yes, when remodeling or upgrading, you can use our Appliance Buyline® program to receive deep discounts on brand name appliances. Appliance Buyline is included at no additional cost with your home warranty.

Why should I renew my home warranty if I haven't made any service calls?

Your home systems or appliances can break down at any time – usually when you need them most. That's why it's important to continue the protection and peace of mind you get from your home warranty.

Who can I call for questions or additional information on my home warranty?

Homeowners who have or are interested in a warranty can call our Customer Care representatives at 866.607.9674.

Businesses interested in partnering with us to offer warranties to their customers should visit our corporate website,

Repair & Replacement
View All Repair & Replacement
Close All Repair & Replacement
How do you determine if an appliance or system should be repaired or replaced?

There are a number of factors we consider when determining if a covered item should be repaired or replaced. We may consider the average life expectancy of the covered item. If it is nearing the end of its life span, it might make more sense to replace it than to repair it.

What is your replacement policy?

If we determine that the covered item is not repairable or it is not cost effective to repair, we may elect to replace your covered item with a new product of like kind with the same primary functions and capacity as the covered item. We are not liable to provide exact match in color, dye, lot, material, type or brand name.

Alternatively, we may give you the option to receive a cash payment. In this case, the amount of the credit will be equal to the lesser of our approved cost of repair, or estimated cost of replacement. If you elect a credit to our independent contractor, we will pay that amount directly to the contractor after the work has been completed. If you elect the cash payment, you must supply documentation supporting that the item in question has been purchased, replaced or repaired prior to receiving the cash payment.

If an appliance or system needs to be replaced, can I upgrade the item?

No, but you have the option to receive a claims credit for systems or appliances. This credit can be used in conjunction with deep discounts offered through our Appliance Buyline® program.

View All Service
Close All Service
How is a service claim started?

Our Customer Care representatives are available 24/7/365. There are two easy ways to place a claim:

  1. Submit a claim online
  2. Call the toll-free number in your contract and use the ASR (Automatic Speech Recognition) system, or speak with a Customer Care representative.
What about weekend or holiday emergencies?

We're here for you 24 hours a day, 7 days a week, 365 days a year! Simply call our toll-free number to report the problem, and we will contact one of our approved service providers to dispatch a technician as soon as possible.

What is the quality of your service provider network?

We have over 40,000 local and national service partners in our network. Every partner that we refer has undergone an extensive screening and selection process, which includes but is not limited to license checks and verification of active liability insurance.

Can customers use their own service providers?

No, you must contact our Customer Care Center for authorization. You will not be reimbursed for service performed without our prior approval. We have an extensive list of service providers in our network and a provider will be assigned to your claim. There is even a chance that your company of choice is already approved to do work for us.

If you would like to recommend a service contractor, please call us or send us the information and we will gladly contact the company.

What if the service provided was unsatisfactory?

If you are not satisfied with any aspect of the service you received (demeanor of the service technician, quality of work performed, etc.) please let us know by calling a Customer Care representative at the toll-free number found in your fulfillment kit, or send us a message online. We will do our best to resolve the issue.

Also, after each service visit, you will receive a customer satisfaction survey that asks you to rate your service technician and experience. This provides an excellent opportunity to give us feedback on our service providers.