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HomeServe is proud of the exceptional service and reliability we provide to our customers. We are committed to full transparency about our company and to our more than 1,200 municipal and utility partners in the U.S. and Canada under the HomeServe, Service Line Warranties of America and Service Line Warranties of Canada brands. Below are answers to some of the most frequently asked questions and claims about HomeServe. If you don’t see an answer to your question here, please contact press@homeserveusa.com.

How common are utility line breakages and how much do repairs cost?

As the largest provider of water and sewer service line repair plans in the U.S., HomeServe repairs tens of thousands of these service lines for our customers every year. In fact, over the last eight years, HomeServe has completed nearly 180,000 water service line repairs alone, including 3,000 lead service line replacements. We are very likely the leader in repairing or upgrading aging water service line infrastructure to homes across the U.S.

With water lines for example, it is very difficult to determine when a pipe may fail, with key contributors being the type of piping material, age of the service pipe, soil conditions and installation quality. 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 between the age of 30 and 60 years old. With the median age of homes in the U.S. about 40 years, the threat of failure should be a major concern for a majority of homeowners as many service pipes are functioning on borrowed time.

Is investing in a “rainy day” fund a more effective approach to buying a service plan?

HomeServe’s State of Home Survey has tracked homeowner readiness for a sudden emergency repair expense for a number of years. The Winter 2021, conducted by the Harris Poll, found that 41% of respondents have $500 or less or $0 set aside for an unexpected emergency home repair. This data is consistent with the Federal Reserve’s 2021 Report on Economic Well-Being of U.S. Households that found that 36% 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.

Many of the repairs covered by HomeServe service plans can be quite expensive and an unexpected blow to a homeowner’s wallet. For example, a water line replacement averages $2,500 nationally. With the modest cost of a water line service plan, homeowners would still see financial benefit if the service line didn’t break for another few decades versus saving the modest monthly fee at current interest rates.

A 2017 study in the Journal of the American Water Works Association highlighted the importance of localities and utilities taking proactive efforts to make sure homeowners are aware of their responsibility when it comes to repairing and replacing water and sewer lines on their property. Further, the study touted the benefit of plans offered by companies like HomeServe to ensure homeowners can manage the cost of repairs as the reality is most people do not have rainy day funds and so a low-cost home repair service plan can be a sensible tool for many families to include in their financial strategy.

Doesn’t my homeowner’s insurance already cover these repairs?

Typically no. Most homeowners are surprised to learn that they are responsible for the repair and the replacement of their broken, blocked or failed utility (water, sewer, electrical and gas) lines on their property. While most basic homeowners policies will pay to repair the consequential damage that results from failed utility lines, they do not cover the repair itself. HomeServe encourages homeowners to call their insurance company to determine actual coverage.

Here are two additional considerations to keep in mind:

• First, some home insurers offer a rider that can be added to basic homeowners insurance for an additional charge. These insurance riders come with deductibles that typically range from $500-$1,000. A HomeServe service plan covering one of these utility lines has no deductible. If a homeowner has a single claim in a year under the homeowners insurance option, they will pay substantially more than you would with a zero-deductible HomeServe plan.

• Second, finding a trusted home repair contractor can be a big hassle. HomeServe takes the challenge out of finding a contractor to do the work. With a claim under an insurance rider, the homeowner is typically responsible for finding a qualified and trustworthy contractor to complete the repair, pay them and wait for reimbursement. With a HomeServe plan, a vetted local contractor from our service network will come and make repairs. This, along with the fact that HomeServe pays the contractor directly, takes a lot of the inconvenience and cost out of a home emergency repair.

What is the relationship between HomeServe and the utilities and municipalities with which it partners?

Over 1,200 municipalities and utilities across the country 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 entity. These partnerships allow HomeServe to offer homeowners specially designed plans and savings. Under all partnerships, signing up for a HomeServe service plan is completely optional for the homeowner (except in select cases where the municipality has mandated the program for all residents on an opt-out basis).

The programs not only help homeowners to manage expenses related to repairs, they help participating municipalities by encouraging residents to report water or sewer leaks or issues in a timely manner. Timely repairs to water service lines conserves water, reduces water loss and associated cost, saving all residents money in the long run. Timely repairs to sewer lines minimize wastewater runoff helping the environment.

Why do municipal or utility logos appear on HomeServe marketing materials?

We are committed to transparency in all of our communications. All marketing done on behalf of the 1,200 municipal and utility partners HomeServe has around the country is approved by those entities prior to use. HomeServe’s partnership agreements with local municipalities and utilities allow the company to use related logos to indicate that there is a formal partnership in place, to let homeowners know that the offering is legitimate and to demonstrate that these entities have approved the service for the benefit of their customers, members or residents. All HomeServe materials clearly state that the services the company offers are voluntary and that they are offered by HomeServe, a private company that is separate from the local municipality or utility.

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

In 2016, HomeServe acquired Utility Service Providers, Inc. (USP), which had a long-time strategic relationship with The National League of Cities (NLC) and with the Association of Municipalities of Ontario (AMO). Through the acquisition, HomeServe acquired USP’s brand, Service Line Warranties of America (SLWA) and Service Line Warranties of Canada (SLWC). SLWA is the HomeServe brand through which the company works with the NLC as the exclusive provider of the NLC Service Line Warranty Program – that is now available to about 900 partner municipal utilities, and SLWC is the brand available through the Local Authority Service (LAS) program with AMO to about 70 municipalities in Ontario.

No matter which brand a homeowner relies on for their emergency repair peace of mind – HomeServe, SLWA or SLWC – homeowners can expect to receive the highest level of professionalism, expertise and commitment to quality.

Why does HomeServe have some BBB complaints?

HomeServe is accredited with the Better Business Bureau and proud of its overall rating. We also are fortunate to have won a Better Business Bureau Torch Award of Ethics in our Service Line Warranties business segment.

We engage with our 4.7 million customers millions of times throughout the year and render hundreds of thousands of repairs to their homes annually through our network of employed and independent technicians. It is our goal to deliver a positive customer experience throughout their journey with us. So, when we get complaints – from any source – we take each one seriously and work to resolve them as best we can.