TotalProtect Home Warranty FAQ

 

 

Home Warranty Coverage

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.

Why purchase a home warranty?

  • Protection: A home warranty provides repair or replacement coverage for mechanical failures of major systems and appliances, which can happen at any time and are not covered by homeowner's 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 for one.
  • Peace of Mind: A home warranty provides assurance that you won't have to worry when a covered appliance or system breaks down.

Does TotalProtect cover older systems and appliances?

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

What is NOT covered by a home warranty?

Non-mechanical items like a home's structure, roof, windows, walls and doors, HVAC line sets and others are not covered. Also, if a system has not been properly maintained, or an item was improperly installed, your home warranty will likely not cover the repair. It's important to read the details included in the General Exclusions and Limitations section of your contract. You can also check out a sample contract before you buy or call us with any questions!

How does a TotalProtect home warranty work?

When something breaks, all you have to do is call the toll-free number found in your Welcome Kit, or visit my.totalprotect.com to place a claim. You can call 24/7/365. We will contact one of our pre-screened contractors, and they 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. We are usually able to complete repairs on the first visit. However, if the technician does not have the necessary parts, he or she will need to locate or order them, which may require additional time.

When does coverage begin?

All home warranty plans come with a review period, usually 30 days, before they become effective. You'll be advised of the review period before you complete your purchase, and your confirmation email and Welcome Kit will tell you your effective date.

How much does a TotalProtect 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 representative, or get an instant quote online

Can additional systems and appliances be covered?

Yes, with most plans. Eligible items may include additional A/C or heating units, extra refrigerators, pools, spas and jetted bathtubs. Generally, additional coverage can be purchased within the first 30 days of the effective date of your home warranty agreement. See your agreement for details on how and when you can add coverage.

Can a rental property be covered?

Yes, coverage is available on single-family homes occupied by a tenant. The owner is responsible for calling in the claim for service and responsible for the deductible charges.

What if my appliances are still covered by a manufacturer warranty? Are they eligible for TotalProtect coverage?

Yes! In fact, TotalProtect will cover some repair or replacement expenses that aren't covered by the manufacturer's warranty. That's because most manufacturers' warranties cover the parts, but not the labor, to perform the repair.

Is a home inspection required to purchase the home warranty?

No, inspection is not required to purchase a plan with TotalProtect. However, for very old homes, we may reserve the right to inspect before your coverage goes into effect.

Can I cover additional systems and appliances in my home?

Yes, although coverage varies by state, you are able to purchase coverage for additional systems and appliances within the first 30 days of your contract's effective date, such as A/C, heating, water heaters, refrigerators and jetted bathtubs, to name a few items. See your coverage for more details.

 

Using My Account

What is My Account?

My Account is an online portal where you can conveniently manage your TotalProtect home warranty plan anytime, day or night. Whether you need to place a claim, check claim status or update your contact and billing information, you can do it all in one place. 

What can I do at My Account?

Use My Account to manage your plan from anywhere, on your time. It's easy, mobile-friendly and secure. 

You can:

  • Open a Claim
  • Check Claim Status 
  • Submit Payments
  • Change Your Payment Method
  • View Coverage Documents
  • Update Your Contact Information.

How do I register?

Registering takes just a few minutes. 

  1. Create an account using your contract number and zip code.
  2. Verify your email address.
  3. Select a password

That's it!

Where can I find my contract number?

Please refer to the welcome kit you received soon after enrolling in your plan.

Do I have to register to log in to place a claim?

No. You can submit a claim as long as you have your contract number handy (please refer to your welcome kit). 

You will need to be registered and logged in to check the status of a claim. 

What types of claims can I submit?

You can open a claim for a mechanical breakdown of any appliance or system covered by your plan. At this time, you should speak to an agent if you need to submit a claim for:  

  • Preventive Maintenance Checks
  • Homeowners Deductible Reimbursement
  • Emergency Lodging
  • Optional Coverage Items (Pools, Spas, etc.)
  • Electronics
  • Gas, Sewer or Water Lines
  • Surge Protection

If you're not sure, please call our representatives any time, 24/7.

Are there other ways to submit a claim?

Yes. You have choices, and we're here in whichever way is most convenient to you. Visit My Account, or: 

  • Call our U.S.-based agents 24/7 - even on weekends and holidays.
  • Use our automated phone system.

Why do I have to log in to manage my plan?

We care about your privacy. Using a password helps keep your personal, credit card and banking information secure. 

I have more than one contract. Can I use the same login for all my plans?

We're working on it! In the meantime, each contract must be registered separately. We recommend a unique email and password combination for each.

I forgot my password. 

No worries. Just look for the Forgot Password link. Provide the email address you used to register, and we'll send you instructions to get back into your account. 

Additional Benefits With TotalProtect

 

How do I use the Appliance Buyline® program?

Appliance Buyline® is included at no additional cost with your home warranty and is a great resource when remodeling or upgrading. To receive deep discounts on brand-name appliances, just register and you'll get special access codes to our partner websites.

You can register for the program in 3 easy steps:

Detailed instructions can be found by clicking the How it Works link at the top of each page on the Appliance Buyline® website.

Can I save money by covering multiple properties?

Yes. TotalProtect offers discounts and incentives for you to add coverage for rental properties, vacation homes and condos. To learn about current offers, please call our Home Warranty Specialists at 866-607-9674.

 

Claims, Repairs & Replacements

 

How do I place a claim?

We're available to take your claim 24 hours a day, 7 days a week. You can submit your claim online or call Customer Service at 800-474-4047.

Is there a service fee or deductible?

Yes, a standard deductible applies per trade (i.e., appliance, HVAC, plumbing, electrical), per service call made toward the covered portion of any claim. Details are specified in your agreement.

What is your replacement policy?

If we determine that the covered item is not repairable or is not cost-effective to repair, we may elect to replace your covered item with a new product of the same type 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 replacement, or your actual or estimated cost of repair or 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 it?

We offer deep discounts through our Appliance Buyline® program, and these can be used to upgrade an appliance that needs to be replaced. Your Claims Specialist can help you understand how this process works based on the terms of your agreement.

If a system needs to be replaced, can it be upgraded?

If your system needs to be replaced, we will determine an appropriate replacement. If you wish to upgrade, you'll be responsible for any cost outside of what is 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.

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's why we emphasize carefully reading your contract and understanding what is and isn't covered, just so there are no surprises.

Can I get an item repaired without contacting you first?

No, but that's actually a good thing because we negotiate competitive rates with our providers. Your home warranty covers repairs and replacements that are approved by us and examined, diagnosed, reported and repaired by a TotalProtect network provider. If you have a repair or replacement completed on your own, your home warranty doesn't cover the costs.

What out-of-pocket expenses will there be?

In addition to a standard service fee/deductible, there may be some additional costs associated with the repair or replacement of your covered items. For example, if a permit or a modification is needed to accommodate a repair or replacement item, those costs would not be covered by the warranty.

What if the service provided was unsatisfactory?

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.

What about weekend or holiday emergencies?

We're here for you 24 hours a day, seven 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.

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. But don't worry! 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 is the quality of your service provider network?

We have more than 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. We maintain the strictest standards of utilizing only first-class, qualified service professionals through a continuous process of recruiting, qualifying and monitoring our extensive nationwide service network.

 

Changing, Renewing or Canceling Your Plan

 

Do I need to renew my home warranty each year?

We make it easy to continue your coverage. Most plans renew automatically for your convenience, and we'll notify you in writing about a month before your renewal date.

I'm not sure I have the right plan...can I change it?

Yes, we can modify your plan at any time. You'll need to speak with us so we can advise you of any changes in your monthly bill.

How do I cancel my plan?

If you'd like to cancel, we'd first like the opportunity to make sure you have the best coverage for your home and budget. So, please call us – even if you decide to cancel, we want to hear your feedback.

Rather not call? You can send us written notice. See the specific terms of your agreement for the number of days' notice required and details about refunds, processing fees and other important information.

 

Promotional Offers

 

$100 Off Combo Plans

How Do I Qualify?

You may be invited to receive this offer by email, or it may be presented on our websites during specified dates. To qualify, sign up by phone. Choose a Combo plan (Appliances and Systems plans do not qualify) and pay your annual premium in full at time of purchase.

This discount cannot be combined with any other offer, and is not valid in AZ, IA, MA, or WA.

1st Month Free

How Do I Qualify?

Qualifying customers will be invited to receive this offer by email, or it may be presented on our websites during specified dates. See your email invitation or the website for details on qualifying plans (typically Appliances, Systems or Combo plans only).

Unless otherwise specified, the free month cannot be combined with any other offer, and is not valid in AZ, IA, MA or WA.

$50 Gift Card Bonus

How Do I Qualify?

Qualifying customers will be invited to this offer by email, or it may be presented on our websites during specified dates. See your email invitation or the website for details on qualifying plans (typically Appliances, Systems or Combo plans only).

Unless otherwise specified, this bonus cannot be combined with any other offer, and is not valid in AZ, IA, MA or WA. Your bonus is available upon warranty activation and receipt of first month's payment.

When And How Do I Select My Gift Card?

Once your warranty is active, we will provide your email address to our fulfillment partners. They will email you an invitation to select the gift card of your choice. To see a full list of available retailers, click here.

Once you select your retailer of choice, your card should arrive by mail within 4-6 weeks.

Nest Protect Smoke + CO Alarm

How Do I Qualify?

Qualifying customers will be invited to this offer by email, or it may be presented on our websites during specified dates. See your email invitation or the website for details on qualifying plans (typically Combo plans only).

This bonus cannot be combined with any other offer, and is not valid in AZ, IA, MA, TX or WA. Your Nest Protect order will be processed and shipped to you directly from Nest upon warranty activation and receipt of first month's payment. For additional details, please see our Nest FAQ.

Didn't find the answer to your question? Contact us.