FAQ - HMS National, Inc.
 

Frequently Asked Questions Open All

  • A home warranty provides repair or replacement coverage for mechanical failures of major systems and appliances such as air conditioning, heating, electrical, plumbing, refrigerator, washer, dryer and more. An HMS Home Warranty provides protection, savings and peace of mind for sellers during the listing period and for buyers after the sale of a home. Ask your REALTOR® for more information, as coverage varies by state, or contact us.

  • For sellers, listing your home with an HMS Home Warranty protects you from unexpected repair and replacement expenses while your home is on the market. Plus, you'll get offers closer to your listing price because of the value and protection of the home warranty. In most states, funds for seller coverage are not due until the home closes.* Learn more about the benefits of an HMS Home Warranty.  

    *Subject to underwriting criteria.

    For buyers, HMS 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. Learn more about the benefits of an HMS Home Warranty.

    *See terms, conditions and limitations in your contract. Non-covered charges may apply to certain repairs or replacements.

     

  • The HMS Home Warranty provides repair or replacement of all covered systems and appliances that have been properly installed and maintained, no matter their age, make or model. Learn more about what’s covered.

  • A standard service fee/deductible applies for each service call per trade (appliance, HVAC, plumbing, electrical). Some repairs may require more than one service partner or several unrelated trips to the house by the same service partner, and a service fee would apply for each visit. If a service partner has to order parts and come back to your house at a later time or day to complete the repairs, this visit would not require an additional deductible. Ask your REALTOR® for more information, as coverage varies by state, or contact us.

  • Coverage differs by state. For specific coverage and pricing for your area, ask your REALTOR® or download our brochure.

  • HMS Home Warranties are available throughout the contiguous 48 states and the District of Columbia.

  • There are some items and services that are not available for coverage. Non-mechanical items such as a homes’ structure, windows, walls and doors, hoses, HVAC line sets, etc. are not covered. HMS is not responsible for normal maintenance services such as replacing the filter in your air conditioner or furnace or periodically flushing the sediment buildup through your water heater. Failure to do these basic things will cause damage to your systems. If a system has not been maintained, HMS is not responsible for the repair.

  • Yes, although coverage varies by state, you are able to purchase coverage for additional systems within the first 30 days of your contract’s effective date for appliances such as A/C, heating, water heater, refrigerator and jetted bathtub, to name a new a few items. See your coverage for details.

    • Sellers: Coverage begins when the enrollment form is received and continues through the listing agreement period (up to 180 days). Extensions are available for up to 360 days provided a listing agreement is still in effect.
    • Buyers: Coverage begins at closing (when title is transferred and payment is received).
    • Existing Homeowners: Coverage is effective 30 days after receipt of funds. 
  • A home inspection is not required, although we always recommend one.

  • Coverage is for systems and appliances that are in proper working condition on the plan’s effective date.

    • Seller: Within 7 - 10 business days, we will mail a welcome booklet that details your coverage, terms and conditions upon receipt and processing of the application.
    • Buyer: Within 7 - 10 business days, we will mail a welcome booklet that details your coverage, terms and conditions upon receipt of funds
  • HMS 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 utilize the ASR (Automatic Speech Recognition) or speak with a Customer Care representative.
  • Getting repair service for your home systems and appliances is easy with HMS. Our Customer Care representatives are available 24 hours a day, 365 days a year, so you never have to wait to place a claim. Learn about how the claims process works.

  • 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, verification of active liability insurance and interviews with previous customers. Remember that no one is permitted in our network unless s/he meets all of our stringent requirements.

  • Contract holders must contact our Customer Care Center for authorization. Homeowners will not be reimbursed for service preformed without prior approval. We have an extensive list of service providers in our network and a provider will be assigned to your claim. There is a chance that the company of choice is already approved to do work for us.

    If you would like to recommend a service contractor please contact us and we will gladly contact the company.

  • Once the service partner has diagnosed the problem, s/he will call us to report the issue. Based on the information provided to us by the service tech, we will identify what the breakdown is and determine coverage according to the terms and conditions of your contract. In certain cases, the service tech can make that decision himselfthemself, without contacting us. It is very important to read your contract and understand what is and isn’t covered.

  • There are a number of factors we consider when determining if a covered item should be repaired or replaced. Two of the main factors are:

    • If repairs will cost more than 50% of the cost of a new appliance or system of like kind, we may recommend the item be replaced.
    • We 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.
  • If we determine that the covered item is not repairable, or it is not cost effective to repair, we may 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 name brand.

    Alternatively, we may give you the option to a cash payment in lieu of providing a repair/replacement. In such cases, the amount of such credit shall be equal to the lesser of our approved cost of repair/replacement or your actual or estimated cost of repair/replacement. If you elect a credit to our independent contractor, we will pay that amount directly to the independent 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.

  • No, but you have the option for a claims credit for systems or appliances. The appliance credit can be utilized in conjunction with deep discounts offered through our Appliance Buyline® program.

  • 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 in your contract. We will listen to your complaint and do our best to resolve the issue. After each service visit, you will also 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 partners.

  • There is no limit to the number of times you can use the service. However, the HMS Home Warranty does have individual caps as well as an aggregate claims maximum per contract term.*

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

  • Each time a service partner comes to your house to diagnose a problem or perform service, you will pay a standard deductible, unless the problem could not be addressed in one visit. Depending on the extent of the problem, you may incur additional costs that are not mechanical failures that are associated with the repair or replacement of covered items. For example, if you need to re-route plumbing for a replacement water heater, the re-route would be considered an extra cost. We do have optional coverage to cover these types of costs. Please see your contract for this coverge, actual terms and conditions as benefits may vary by state. If you should have any questions, please contact our Customer Care Center.

  • 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.

  • Yes, the HMS Home Warranty covers all types of single-family residences, including condominiums and townhomes. If the mobile home was built within ten (10) years from the effective date of coverage and is permanently secured and the land is included in the sale, then warranty coverage may be available. 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.

  • Yes, multi-family properties are eligible for coverage under the Seller Home Warranty; however, coverage is restricted to the owner-occupied unit only. Tenant-occupied units are not eligible for coverage under the Seller Home Warranty.

  • Yes, you can renew your coverage for as long as you own your home. We will notify you prior to your contract expiring and you can renew online, via mail or over the phone.

  • 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 HMS Home Warranty.

  • A Seller Home Warranty and a Buyer Conversion Home Warranty are non-cancelable except as governed by state law. A Buyer Direct Home Warranty Plan, a New Home Warranty Plan, or an Open Direct Home Warranty Plan may be cancelled any time upon our receipt of ten (10) days prior written notice. Any refund issued is subject to short-rate schedules and the deduction of a $25 processing fee, and any charges for issue, service, and claims paid.

  • Contact your REALTOR® if you would like to purchase an HMS Home Warranty or if you have any questions about your contract, feel free to call our Customer Care representatives. We’re available 24/7/365.

  • Most homeowners' policies protect your home and its contents from losses that may occur as a result of a disaster such as a fire or windstorm. The HMS Home Warranty picks up where homeowner's insurance leaves off; it covers mechanical failure of the systems and appliances in your home.

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