The Home Warranty Claims Process
Call the 24/7 claims line or submit online through your warranty company's portal. Describe the problem clearly — the system or appliance affected and the symptoms. Keep your contract number handy. Most companies require claims to be submitted before getting your own contractor — using an unauthorized contractor voids coverage.
The warranty company assigns a contractor from their pre-screened network. Timeline varies: same-day for emergencies (HVAC in extreme weather), 24–48 hours for non-emergency items. You schedule the service call at a mutually convenient time.
The contractor visits and diagnoses the problem. If the issue is covered, they request authorization from the warranty company. If authorization is granted, repair begins. If authorization is denied (claim dispute), you can request a review.
The contractor performs the covered repair or initiates equipment replacement. You pay only the service fee at time of visit — regardless of the total repair cost. The warranty company pays the contractor for all covered work.
Frequently Asked Questions
Generally no — most home warranty companies require you to use their pre-screened contractor network. Using your own contractor and submitting the invoice for reimbursement is not typically allowed. American Home Shield allows reimbursement in some rural areas where network contractors aren't available. Check your contract before calling your own contractor — doing so without authorization often voids the claim.
Emergency claims (no heat/AC in extreme weather): same day to 24 hours. Standard non-emergency claims: 24–72 hours for contractor assignment, then repair timing depends on parts availability. Complex repairs or replacements involving special-order parts can take 1–3 weeks. Most companies offer emergency escalation protocols for critical systems.