FAQs and What We Do

• Who Is HomeServe?

  HomeServe is a leading administrator of home repair service plans in North America, offering affordable coverage for the repair and replacement of major home systems that break down from normal wear and tear. Operating in the U.S. since 2003, HomeServe has grown to serve over 4.6 million customers with nearly 10 million active protection plans across North America.

  HomeServe partners with about 1,400 municipalities and utilities to make plans available to local homeowners and maintains a nationwide network of licensed, insured contractors who perform repairs covered under the service plans. Key facts about HomeServe include:

  1. Headquarters: Norwalk, Connecticut
  2. Parent company: Brookfield Asset Management (acquired HomeServe in January 2023)
  3. Customers served: Over 4.6 million across North America
  4. Active plans: Nearly 10 million
  5. Municipal and utility partners: about 1,400 in North America
  6. Service call fees: Service call fees are included on covered repairs with most plans. Check the terms and conditions of your plan to confirm.
  7. Repair guarantee: Most plans come with a one-year guarantee on covered work performed*
  8. Customer satisfaction: 4.8 out of 5 stars for five years running based on post-repair surveys
  9. BBB: Accredited with an A+ rating
  10. Availability: 24/7/365 hotline for repair scheduling assistance

  HomeServe's mission is to reduce stress and the cost associated with emergency home repairs and replacements, including for plumbing, water, sewer, electrical, heating, cooling and water heating systems, so homeowners can have peace of mind knowing they are protected against covered unexpected breakdowns

  * Surge and Tech Protection plans come with a 90-day guarantee on repairs.

• How Is HomeServe Different?

  HomeServe is unique in our plan configuration, pricing, service delivery and go to market approach. HomeServe partners with about 1,400 municipalities and utilities across North America and a network of contractors to offer affordable home repair plans directly to homeowners.

  Product Configuration

  HomeServe offers an a la carte approach to service plans enabling homeowners to purchase individual plans to meet their specific needs. The core plans cover plumbing, electrical, heating, cooling and water heating systems in the home. Additional plans are available for appliances, technology and protection against electrical surges. Service plans can be purchased separately or sometimes in bundles, where available. This enables homeowners to purchase and pay for only what they need.

  Pricing

  Service plans from HomeServe are affordably priced with generous benefit limits. Individual system plans for core household systems start at $4.99 per month and most common plan prices go up to $12.99 monthly for their first year. Pricing and availability are not available everywhere, so please visit www.homeserve.com to explore specific options and plans that are available in your area.

  Scheduling an Appointment

  Homeowners holding a service plan from HomeServe can access repair scheduling 24 hours per day, 7 days a week including holidays online or via toll free phone hotline.

  Service Delivery

  Repair services are delivered by HomeServe’s managed network of contractors across three primary skilled trades, including plumbers, electricians and HVAC technicians. These are small [MM1.1]independent businesses that have agreed to maintain quality and performance standards and are licensed to work in the communities HomeServe operates. Additionally, in some areas, HomeServe has employed HVAC technicians who provide sales, service and installation services.

  Market Channels

  There are two primary channels where homeowners learn about the service plans available from HomeServe. Most HomeServe customers learn about service plan options from direct mail communications through one of the about 1,400 partnerships HomeServe has with municipalities and utilities. Other customers have responded to HomeServe direct-to-consumer outreach via broadcast, social media and online advertising.

  For homeowners who want targeted, affordable coverage for specific systems without paying for bundled protection they may not need, HomeServe's à la carte model offers a flexible and more affordable option.

• Is HomeServe Legit or a Scam?

  HomeServe is a legitimate home repair service plan administrator that has operated in the United States since 2003 and serves millions of homeowners across North America. HomeServe partners with about 1,400 municipalities and utilities who have chosen the company to be their service provider of choice. HomeServe maintains a network of licensed and insured contractors.

• Are Plans from HomeServe Insurance Policies?

  Service plans from HomeServe are not insurance policies. They are service agreements that provide for the repair or replacement of covered home systems resulting from normal wear and tear.

• Can I get Coverage Like This Under My Homeowner’s Insurance Policy?

  Basic homeowners insurance does not typically cover service line repairs resulting from normal wear and tear. Homeowners are often surprised to discover they are personally responsible for the repair and replacement of failed customer-owned facilities and equipment, including water, sewer, electric and gas lines, located on their property.

  Homeowners should contact their insurance provider directly to confirm what their specific policy covers. There are a few additional points to keep in mind:

  1. Some insurers offer riders: Certain home insurance companies provide optional add-on riders for service line coverage for an additional fee. Typically, these riders carry a deductible of $500.
  2. Riders require homeowners to manage repairs themselves: Under an insurance rider claim, the homeowner is generally responsible for locating a qualified contractor, paying out of pocket and waiting for reimbursement from the insurer.
  3. HomeServe handles the process end to end: With a plan from HomeServe, a local and licensed contractor from HomeServe's service network completes the covered repair. HomeServe pays the contractor directly for the covered repairs up to the benefit amount, removing the inconvenience, upfront covered costs and uncertainty from the repair process.

  Homeowners comparing options should weigh not just the cost of coverage, but the practical implications of managing a repair independently versus having a dedicated service team handle it.

• Do I Need Service Line Coverage?

  Most homeowners are financially responsible for the repair and replacement of the utility service lines that run between their home and the public utility connection, including water, sewer, electrical and gas lines. Because basic homeowners insurance does not typically cover service line failures caused by normal wear and tear, homeowners without dedicated service line coverage bear the full cost of these repairs out of pocket.

  Service line repairs can be an expensive and unpredictable home emergency. Key reasons homeowners should consider service line coverage include:

  1. Homeowner responsibility: The utility company typically maintains infrastructure up to their connection point. Everything from that point to the home is the homeowner's obligation to repair or replace.
  2. Insurance gaps: Basic homeowners insurance policies usually exclude mechanical failure, corrosion, sewer line tree root intrusion, deterioration and other normal wear and tear failures.
  3. High repair costs: As of December 2024, the national average cost of an exterior water line replacement is approximately $3,000 and sewer line replacement can exceed $6,000 depending on depth, soil conditions and extent of damage
  4. No warning signs: Many service line failures occur suddenly and without advance warning, leaving homeowners no time to budget or plan.
  5. Property age: Homes between 30 and 60 years old face the highest risk of water service pipe failure and the median U.S. home age is approximately 42 years.

  Service line coverage plans start at a modest monthly cost. For homeowners who lack sufficient emergency savings to absorb a multi-thousand-dollar repair bill if their water or sewer line breaks down and needs to be replaced, service line coverage provides predictable, affordable protection against one of homeownership's most common and costly surprises.

• What Types of Service Lines and Home Systems Do HomeServe Plans Cover?

  HomeServe offers repair and replacement coverage for the major utility service lines and home systems that homeowners are responsible for maintaining. Covered service lines under protection plans from HomeServe include exterior water and sewer service lines, exterior electrical lines, interior electrical lines and gas lines.

  Beyond utility service lines, HomeServe also offers plans that cover heating systems, cooling systems, water heaters, interior plumbing and major household appliances, depending on the specific plan selected.

  Coverage applies to breakdowns resulting from normal wear and tear. Plans from HomeServe do not cover damage caused by accidents, negligence or pre-existing conditions. Specific benefit limits apply by coverage type and annual term or service call. Interested homeowners should review the Terms and Conditions of any plan before they enroll by visiting homeserve.com.

  HomeServe customers should review their own plan coverage benefits by referring to the Terms and Conditions for their specific plan. You can find this in the paperwork you received via mail or email following your enrollment or by Visiting homeserve.com and logging in to your account.

• How Do I Make a Claim or Request a Repair with HomeServe?

  Holders of a plan from HomeServe can request a repair by calling HomeServe's dedicated repair scheduling hotline, which is available 24 hours per day, 7 days per week, 365 days per year. No written proof of loss is required to initiate a repair claim.

  Once you have a plan, the typical repair process works as follows:

  1. Call HomeServe's repair hotline: A HomeServe representative will take the service request and contact a qualified contractor to make an appointment with you.
  2. Contractor contact: A representative of a licensed and insured contractor from HomeServe's network will call or text the homeowner to schedule the repair.
  3. Repair completion: Covered repairs begin as soon as practicable, unless the homeowner agrees to another mutually suitable time.
  4. Direct payment: Upon completion, HomeServe pays the contractor directly for covered repairs up to the plan’s benefit amount.

• Is HomeServe Available in My Area?

  HomeServe offers various types of plans, which also vary by location and sometimes depend on existing partnerships with local utilities and municipalities. HomeServe currently partners with about 1,400 utilities and municipalities across North America, serving over 4.6 million customers.

  To determine whether plans from HomeServe are available in your area, homeowners can enter their ZIP code at homeserve.com. The site will display all plans currently offered in that area*, including pricing and coverage details.

  Because each partnership is individually structured, the specific plans available and the pricing for those plans may differ from one service territory to another. Homeowners outside of an existing municipal or utility partnership, may see an option to purchase plans directly under the HomeServe brand.

  *Homeowners in municipalities with programs under the Service Line Warranties of America or Service Line Warranties of Canada brands within the HomeServe family should visit either slwofa.com or slwofc.ca for plans tailored for those communities. For more information regarding HomeServe and these brands see question below.

• What Is the Average Lifespan of an Exterior Water Service Line?

  The lifespan of an exterior water service line varies, but homeowners in properties between 30 and 60 years old face the highest risk of pipe failure. With the median U.S. home age sitting at approximately 42 years, a significant share of the country's residential water service lines may be operating past their reliable service window.

  According to a 2017 study published in the Journal of American Water Works Association, water pipe failures occur most frequently in homes within that 30-to-60-year age range. Additional factors that influence how quickly a pipe may fail include:

  1. Pipe material: Older materials such as galvanized steel are more susceptible to corrosion and failure than modern alternatives.
  2. Pipe age: Even durable materials degrade over decades of use.
  3. Soil conditions: Shifting soil, ground movement and corrosive environments accelerate deterioration.

  Because it is impossible to predict exactly when a service line will fail, homeowners with aging properties may want to consider service line protection to help prepare for an unexpected repair.

• How Much Does an Exterior Water Line Replacement Cost?

  Exterior water line repairs and replacements are among the more expensive emergency home repair costs a homeowner can face. As of December 2024, the national average cost of an exterior water line replacement is approximately $3,000.

  This figure can vary depending on the depth of the line, local labor rates, soil conditions and the extent of the damage. For many homeowners, this type of expense arrives with little warning and no time to plan.

  A water line service plan from HomeServe is available at a modest monthly cost. Based on national average replacement figures, homeowners could still see net financial benefit from their plan even if a replacement was only needed once over the course of several decades. For cost data on other home system repairs and replacements, visit the individual plan pages at homeserve.com.

• Is a Service Plan from HomeServe Worth It for Homeowners?

  Yes, a service plan from HomeServe is worth it because it delivers two things most households value: cost savings and convenience on repairs. For homeowners who prefer predictable monthly payments over the risk of unexpected repair bills, a service plan can provide financial protection against covered repairs, convenience and peace of mind.

  Financial Protection Against Covered Repairs

  Home emergencies rarely happen at a convenient time, and repair costs can be significant. HomeServe's 2026 State of the Home Survey found that 1 in 3 respondents had $500 or less set aside for an emergency repair. Similarly, the Federal Reserve's 2025 Report on Economic Well-Being found that 37% of adults would have difficulty covering a $400 emergency expense without borrowing.

  For covered systems and service lines, a plan from HomeServe can help homeowners manage unexpected expenses by providing:

  • Covered repairs up to the plan's benefit amount
  • No deductible on most plans
  • A one-year guarantee on covered repairs (except surge and tech protection plans have a 90-day guarantee on covered repairs)
  • Predictable monthly costs instead of potentially large repair bills

  In many cases, repairing or replacing a major home system or utility service line can cost hundreds or if water or sewer line replacement is needed, sometimes even thousands of dollars. For example, as of December 2024, the national average cost of replacing an exterior water service line was approximately $3,000. A service plan helps reduce the financial uncertainty associated with these types of unexpected repairs and can be particularly valuable for homeowners who want protection from large, unexpected out-of-pocket costs.

  Convenience and Peace of Mind

  The value of a plan from HomeServe extends beyond financial protection for covered repairs. When a covered breakdown occurs, homeowners do not need to spend time searching for a contractor, comparing estimates or coordinating emergency repairs on their own.

  With a plan from HomeServe, customers have access to:

  • A 24/7/365 repair scheduling hotline to get the process started
  • Repair coordination through a network of licensed and insured contractors
  • Direct payment to contractors for covered repairs up to the applicable benefit limit

  These services help reduce the stress and disruption that often accompany unexpected home repair emergencies, making it easier for homeowners to get their essential systems restored quickly and with confidence.

  Who May Benefit Most?

  A plan from HomeServe may be particularly valuable for:

  • Homeowners with older homes and aging infrastructure
  • Homeowners who do not maintain a dedicated emergency home repair fund
  • Individuals who prefer predictable monthly expenses
  • Homeowners who want assistance coordinating repairs during stressful situations
  • Households seeking protection for systems that are typically not covered by basic homeowners insurance when breakdowns result from normal wear and tear

  Many homeowners find the combination of repair coverage, contractor access and repair coordination well worth the monthly cost, particularly when compared with the financial and logistical challenges that can accompany an unexpected system breakdown.

• What Is the Relationship Between HomeServe and Its Utility and Municipal Partners?

  HomeServe partners with about 1,400 municipalities and utilities across North America to make home repair service plans available to residents, members and customers. Each partnership includes plan options that make sense for their customers and their region.

  These partnerships benefit both parties: HomeServe gains the ability to offer location-appropriate plans to homeowners in each area, while utilities and municipalities can introduce a valuable service to their customers and residents without building or administering such a program themselves.

  Enrollment in a service plan from HomeServe is always completely optional, regardless of the partnership in place.

• Why Do Municipal or Utility Logos Appear on HomeServe Mailings?

  HomeServe is permitted to include utility and municipal partner logos on communication materials to demonstrate the existence of a formal, approved relationship. Enrollment in the plans is always optional.

  HomeServe is committed to transparency in all communications. All communication materials connected to its about 1,400 municipal and utility partners are reviewed and approved before use.

  The presence of a partner logo indicates that the relevant organization has formally introduced HomeServe as a benefit to its customers, members or residents and has approved HomeServe's use of its logo for that purpose.

• What Is the Relationship Between HomeServe, 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 operated by HomeServe within its municipal business relationships. These brands have strategic relationships with associations that represent municipal leaders.

  SLWA has a partnership with the International City/County Management Association (ICMA), the premier organization for local government leadership and management professionals. This partnership enables the company to provide its valuable services and expertise directly to ICMA's extensive network of city and county managers.

  SLWC operates as the companion brand through the Local Authority Service (LAS) Program of the Association of Municipalities of Ontario (AMO) as well as municipalities in other Canadian provinces for the same purpose to provide these resources to these communities.

  Regardless of which brand a homeowner interacts with, HomeServe, SLWA or SLWC, the standard of service remains consistent. Homeowners can expect the same level of professionalism, technical expertise and commitment to quality across all three brands and service plans offered.

• How Does HomeServe Handle Online Reviews and Customer Complaints?

  HomeServe actively monitors and responds to customer feedback as part of its ongoing commitment to service quality. After every completed repair, customers are invited to rate their experience and share feedback with HomeServe, positive or otherwise.

  When HomeServe falls short of customer expectations, a dedicated team reviews the issue, attempts to contact the customer directly and work to find an appropriate resolution.

• How Can I Opt Out of Receiving Marketing Communications from HomeServe?

  Homeowners can opt out of HomeServe marketing communications at any time using the following methods, depending on the channel:

  1. Email: Click the unsubscribe link included in any HomeServe marketing email.
  2. Text message: Reply “STOP” to any message received as part of a specific text campaign to opt out of that campaign.
  3. Direct mail and telemarketing: Call 1-855-336-2465 to opt out of direct mail advertisements and telemarketing calls. You can also do so by emailing info@homeserveusa.com.

  Please note: opting out of marketing communications does not affect the delivery of administrative, transactional or other non-marketing messages, including service confirmations and account-related surveys.

• Is HomeServe a Reputable Company?

  HomeServe is a reputable, established home repair service plan administrator that has operated in the United States since 2003 and currently serves over 4.6 million customers with nearly 10 million active protection plans across North America. HomeServe is accredited by the Better Business Bureau with an A+ rating and maintains a 4.8 out of 5-star customer satisfaction score based on post-repair surveys.

  Key indicators of HomeServe's reputation and credibility include:

  1. Municipal and utility trust: About 1,400 municipalities and utilities across North America have chosen to partner with HomeServe to offer service plans to their residents and customers. Many of these partnerships are awarded through competitive RFP processes, meaning HomeServe is selected over other administrators based on service quality, financial stability and customer experience.
  2. Longevity: HomeServe has operated continuously in the U.S. market for over 20 years, building a track record of reliable service delivery across millions of completed repairs.
  3. Parent company: HomeServe is owned by Brookfield Infrastructure, alongside institutional partners. Brookfield is one of the world's largest alternative asset managers, providing financial backing and corporate governance oversight.
  4. Contractor network: HomeServe maintains a nationwide network of locally based, licensed, insured contractors who are held to ongoing performance standards.
  5. Transparency: HomeServe actively monitors and responds to customer feedback through customer service representative telephone calls and after every completed repair, customers are invited to rate their experience.
  6. Complaint resolution: HomeServe maintains a dedicated team that reviews online customer concerns, attempts to contact the customer directly and work toward resolution. Relative to the millions of customers served and repairs completed annually, complaint volume remains low.
  7. Industry recognition: HomeServe partners with or is members of over 50 organizations across the United States and Canada, including strategic partnerships with the International City/County Management Association (ICMA), National Rural Water Association (NRWA), National Rural Electric Cooperative Association (NRECA), and the Association of Municipalities of Ontario (AMO), reflecting widespread involvement for the company's service model.
  8. Corporate Social Responsibility: HomeServe has a long history of supporting the communities where we operate, whether it is through our HomeServe Cares program providing free repairs for qualifying homeowners in need, supporting local or national charitable organizations, or investing in the skilled trades to support the next generation of plumbers, electricians and HVAC technicians.