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Most Common Questions About Us and What We Do

HomeServe is committed to full transparency about who we are and what we do when it comes to our home protection plans. We are proud to serve nearly 5 million customers and to partner with more than 1,300 municipalities and utilities. In conjunction with our 2,400 independent small business contractor partners, we service our members’ repair and installation needs under the HomeServe, Service Line Warranties of America, and Service Line Warranties of Canada brands with our home repair plans.

Please see below for FAQs and claims about HomeServe and our service plans. If you don’t see the answer to your question here, feel free to contact us at

Red HomeServe Van
20th Anniversary

20 Years of Home Repair Experience

BBB Accredited Business A Rating

2,400+ HVAC, Plumbing and Electrical Professional Small Businesses Nationwide


Over $2 Billion in Customer Savings Since 2003


4.8 Out of 5 in Customer Satisfaction for 2023*

*Data based on customers surveyed after receiving service in 2023.
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466,394 Jobs Completed in 2023

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  • What is the average lifespan of a home system?

    HomeServe sends local, licensed contractors to repair tens of thousands of utility lines (exterior electric, gas, water and sewer) every year. We are proud of the important role HomeServe plays in arranging the repairs and replacements of our country’s aging residential infrastructure system.
    What about exterior water lines? It is difficult to determine when a pipe may fail, but key contributors can include the type of material the pipe is made of, the age of the pipe, and soil conditions. A 2017 study in the Journal of American Water Works Association, based upon our data, found that failures in water pipes occur most often in homes that are between 30 and 60 years old. The median age of homes in the U.S. is about 40 years, so the threat of failure is – or should be - a rising concern for many homeowners as many service pipes may be functioning on borrowed time.

  • How much do these types of home repairs cost?

    Many of the repairs can be quite expensive and an unexpected blow to a homeowner’s wallet. For example, an exterior water line replacement averages about $2,500 nationally. With the modest cost of a water line service plan from HomeServe, homeowners would still see financial benefit if the service line needed a replacement after a couple of decades versus saving the modest monthly fee. To learn about costs for other household system repairs, visit our individual product pages elsewhere on to learn about national average cost data for repairs or replacements.

  • Is a home protection plan worth it?

    Since 2015, HomeServe has been conducting its State of Home Survey, which helps us understand how financially prepared homeowners are for a sudden emergency repair expense. The 2023 survey found that about one-third (31%) of respondents have $500 or less or $0 set aside for an unexpected emergency home repair. The reality is that many homeowners don’t have a rainy-day fund, or if they do, they don’t have enough money in it to cover an emergency repair.
    This data is consistent with the Federal Reserve’s 2023 Report on Economic Well-Being of U.S. Households, which found that 37% of adults say they either could not cover an emergency expense costing $400 or would cover it by carrying a balance on credit cards and borrowing from friends or family.

  • Does my homeowner's insurance cover home repairs?

    Homeowners are often surprised to learn that they are responsible for the repair and replacement of their broken, blocked, or failed service lines (water, sewer, electrical and gas) on their property.

    Basic homeowners insurance does not typically cover repairs from normal wear and tear to service lines (water, sewer, electric, etc.,). However, homeowners should contact their insurance company to determine actual coverage.

    Two more things to keep in mind:

    1. Some home insurers offer a rider that can be added to basic homeowners insurance for an additional fee. These insurance riders come with deductibles that typically range from $500-$1,000.
    2. Finding a trusted home repair contractor can be a big hassle. Plus, emergency call out fees can be very expensive. With a claim under an insurance rider, the homeowner is typically responsible for finding a qualified and trustworthy contractor to complete the repair, paying them out of pocket, and waiting for reimbursement. With a plan from HomeServe, a vetted, local contractor from our service network will make the covered repairs. HomeServe pays the contractor directly, taking the inconvenience and cost out of a home emergency repair.
  • What is the relationship between HomeServe and its utility and municipal partners?

    Over 1,300 municipalities and utilities in North America partner with HomeServe to make our service plans available to their residents, members or customers. Each agreement is a little different and is tailored to meet the needs of the specific community or partner. These partnerships allow HomeServe to offer homeowners plans that make sense for their area and savings. And utilities and municipalities benefit by not having to create this type of program on their own for their customers; we take care of it. No matter the partner, signing up for a service plan from HomeServe is completely optional.

  • Why do municipal or utility logos appear on HomeServe mailing materials?

    We’re committed to transparency in our communications, and all marketing done in connection with HomeServe’s 1,300 municipal and utility partners is approved prior to use. HomeServe’s partnership agreements allow the company to use related logos to indicate that there is a formal partnership in place, which shows homeowners that the offering is legitimate. It also demonstrates that these entities have approved of HomeServe for the benefit of their customers, members or residents.

  • What is the relationship between HomeServe and Service Line Warranties of America and Service Line Warranties of Canada?

    Service Line Warranties of America (SLWA) and Service Line Warranties of Canada (SLWC) are both brands that HomeServe operates under in its municipal business relationships. For over a decade, SLWA has been endorsed by the National League of Cities (NLC) as the exclusive provider of the NLC Service Line Warranty Program available to NLC members around the U.S. SLWC is the companion brand available through the Local Authority Service (LAS) Program of the Association of Municipalities of Ontario (AMO), as well as municipalities in other Canadian Provinces.

    Whether it’s the HomeServe, SLWA, or SLWC brand, homeowners get emergency repair peace of mind and can expect to receive the same high level of professionalism, expertise, and commitment to quality.

  • How does HomeServe receive and respond to online reviews or complaints?

    Every time a repair is completed, our customers are offered an opportunity to rate their experience and share their feedback with us – the great, the good, and sometimes, the not so good. When we fall short of our customers’ expectations and they tell us why, we have a team dedicated to exploring the issue, reaching out to the customer, and determining what’s possible to make things right. Because there are countless places online where customers can offer their feedback, HomeServe has chosen to engage with customers primarily in the following places:, Google Reviews and Better Business Bureau. There may be times when customers share feedback on various social platforms, and we take those into consideration on a case-by-case basis.

  • Can I opt out of receiving marketing materials?

    Yes. Any consumer can request to be removed from our mailing list by contacting us at 1-855-336-2465.

Learn more about HomeServe

Meet the Experts at HomeServe

We have lots of experts at HomeServe. Here are a few along with each of their areas of expertise. If you'd like to chat with any of them, contact us at

  • Image of Sylvestor Criscone, SVP of Contractor Management

    Sylvestor Criscone

    SVP, Contractor Management

  • Image of Luis Quiroga, SVP of HVAC Strategy and Growth

    Luis Quiroga

    SVP, HVAC Strategy and Growth

  • Image of Andy Yost, Chief Marketing Officer

    Andy Yost

    Chief Marketing Officer

  • Image of Judy Melilo, General Counsel

    Judy Melilo

    General Counsel

  • Image of Matthew Mudry, Chief Information Security Officer

    Matthew Mudry

    Chief Information Security Officer

  • Sylvester (Syl) has been with HomeServe since January 2015 and is currently responsible for HomeServe's North American third-party contractor network. His areas of focus fall largely within operations. He's been successful in efficiently deploying new technology solutions in the field, streamlining contractor recruitment, and growing the business by assisting in the onboarding and expansion of new and current partners.

    Syl's areas of expertise include: Skilled trades gap, operations, contractor recruitment, average job cost trends.

  • Luis has been with HomeServe since January 2020 and is responsible for leading several HomeServe North America growth initiatives, including scaling a new subscription-based business model for residential HVAC equipment (called HomeServe Advantage). He's been successful in leading the commercialization of new technologies, products and services, and building and selling HomeServe Advantage.

    Luis's areas of expertise include: HVAC subscription services, commercializing new technologies, and business strategy and growth.

  • Andy has been with HomeServe since August 2022 and is responsible for guiding HomeServe North America’s multi-channel marketing strategy and execution. His areas of focus are data-driven marketing, digital transformation, direct-to-customer and local marketing, customer experience, and change management. He’s successfully identified opportunities to position our solutions to the next generation of consumers through subscription messaging, leveraging our brand to build deep relationships with consumers and B2B partners, highlighting the importance of first party data in an insight-driven marketing business, and challenging the ways in which we operate our business to keep up with evolving customer relationships.

    Andy’s area of expertise include: Marketing leadership, direct to consumer marketing, customer experience, business growth, and digital transformation.

  • Judy has been with HomeServe since February 2022 and is responsible for overseeing HomeServe North America's legal department and providing legal advice surrounding mergers and acquisitions and regulatory affairs. Her focus is largely on legal and compliance, and she's been successful in strengthening brand recognition, directing mergers and acquisitions, and contributing to business growth.

    Judy's areas of expertise include: Mergers and acquisitions, regulatory affairs, privacy, brand identity, and business growth.

  • Matthew has been with HomeServe since April 2018 and is responsible for cybersecurity governance and compliance, protecting HomeServe against cybersecurity threats, navigating opportunities and challenges related to artificial intelligence (AI), and promoting cloud security and security awareness. His areas of focus fall largely within information security. He holds several important credentials, including Certified Information Systems Security Professional (CISSP), Certified Information Security Manager (CISM), GIAC Security Essentials Certified (GSEC), and Certified Cloud Security Professional (CCSP). He’s created a strong focus on how to make security practical and supportive of HomeServe business objectives, as well as securing and training the human element of business security.

    Matthew’s areas of expertise include: Information security, cybersecurity, security awareness, and cloud security.