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About HomeServe USA

Since 2003, HomeServe has provided over 3.4 million homeowners in the US and Canada with affordable home emergency repair plans that offer protection from the high costs of repair bills. We completed more than 400,000 repairs for customers over the past year with 98% customer satisfaction from those surveyed after receiving service.


Answers to common questions about HomeServe

HomeServe is proud of the exceptional service and reliability we provide to our over 3.4 million customers. We are committed to full transparency about our company and our more than 500 partnerships across the country. 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 its customers every year. 

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 recent study in the Journal of American Water Works Association 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. being 42 years, the threat of failure is a major concern for the majority of homeowners as many service pipes are functioning on borrowed time. 

And a water line repair can be costly – a replacement averages $2,500 nationally. With the modest cost of a HomeServe service plan, homeowners would still see financial benefit if the service line didn’t break for another few decades – verses saving the small monthly fee at current rates.
Is investing in a “rainy day” fund a more effective approach to buying a service plan?
HomeServe’s Biannual State of Home Survey conducted by the Harris Poll has tracked homeowner readiness for a sudden emergency repair expense for several years. The most recent release of the survey, Summer 2017, found that 29% of respondents have $0 set aside for unexpected emergency, while 38% have less than $500 set aside. This data is consistent with the Federal Reserve’s 2016 Report on Economic Well-Being of U.S. Households that found that 44% of adults say they either could not cover an emergency expense costing $400 or would cover it by selling something or borrowing money.   
 
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 small monthly fee at current interest rates.
 
A recent 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 leaking utility 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. We encourage homeowners to call their insurance company to determine actual coverage. If homeowners live in a condominium or duplex dwelling, they are also encouraged to contact their homeowners association to determine if coverage is needed prior to enrollment.

A recent 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.
What is the relationship between HomeServe and the utilities and municipalities with which it partners?
Many municipalities and utilities across the country partner with HomeServe to offer their residents and customers competitive pricing on available services.  Each agreement with a utility or municipality is a little different and is tailored to meet the needs of the specific community. These partnerships allow HomeServe to offer residents specially designed plans and savings. Under all partnerships, signing up for a HomeServe service plan is completely optional for the homeowner. 
Why does HomeServe use municipal or utility logos in its marketing materials?
We are committed to transparency in all of our communications. All marketing done on behalf of the 500 municipal, utility and association 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 residents know that the offering is legitimate and to demonstrate that these entities have approved the service for the benefit of local 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 city. 
What is the relationship between HomeServe and Service Line Warranties of America?
In 2016, HomeServe acquired Utility Service Providers, Inc. (USP), which had a long-time strategic relationship with The National League of Cities (NLC). Through the acquisition, HomeServe acquired USP’s brand, Service Line Warranties of America (SLWA). SLWA continues to be the HomeServe brand through which the company works with the NLC and the more than 400 partner municipal utilities. No matter which brand a homeowner relies on for their emergency repair peace of mind – HomeServe or SLWA – our customers can expect to receive the highest level of professionalism, expertise and commitment to quality.
Why does HomeServe have some BBB complaints?
HomeServe is proud of its A+ rating with the Better Business Bureau. HomeServe takes negative reviews or complaints on the BBB site very seriously and works to resolve any issues to the customer’s satisfaction. The BBB notes that the relatively small number of complaints (less than 250 over last 3 years) for a company the size of HomeServe (over 3 million customers with millions of interactions and 1.1 million repairs over the same 3-year period) is one of the positive factors contributing to HomeServe’s A+ rating.
What are the details of HomeServe’s settlements?
In 2010, a few state attorneys general raised questions about certain marketing materials used by HomeServe at that time, leading to six voluntary settlement agreements between 2010 and 2015. The agreements were for settlement purposes only, and were not an admission of guilt or wrongdoing by HomeServe. Shortly after the questions arose in 2010, HomeServe changed its marketing materials nationwide to address the concerns. Since then, HomeServe has undergone a successful marketing review with the Better Business Bureau as part of its accreditation process to ensure the company is in line with best practice regarding marketing transparency. Today, the company enjoys both BBB Accreditation and an A+ rating. Since 2010, HomeServe’s business has grown six-fold, from 500,000 customers to more than 3 million, this is a six-fold increase demonstrating municipal and utility partner trust in the company and consumer interest in the value of the service plans.

In 2017, HomeServe asked Jack Conway, Kentucky’s attorney general when the state’s settlement was put in place in 2010, to review HomeServe’s compliance with that settlement. Conway concluded that “HomeServe is deeply committed to compliance with consumer protection laws in its marketing to potential customers.” Further, Conway noted that HomeServe’s “robust legal and compliance regiment…focuses on doing the right thing for its customers.” HomeServe is committed to complete transparency in all of its communications.

On the record

Letter: Service Line Warranties of America strives for transparency

from Quad-City Times

This is in response to the Ask the Times on June 14 (Ask the Times: Are Bettendorf residents required to get water line insurance?), when a Bettendorf resident had a question about the city’s partnership with Service Line Warranties of America. [...]

June 24, 2018

 

Service line plans beneficial

from Pinal Central

I would like to address the story “Maricopa residents call out city for 'scam' partnership” as it included a few items needing clarification.  [...]

June 2, 2018

 

Concerned residents don't fully understand USP partnership

from Auburn Reporter

I would like to address the story, “City: Too many problems with warranty program plan” (Auburn Reporter, April 26) as many uninformed statements were included [...]

May 11, 2018

 

Dominion Energy Utah Customers Are Owed the Full Story

from HomeServe

Recent news stories in the Salt Lake City Utah area overlook many important facts about HomeServe’s newly launched partnership with Dominion Energy [...]

May 4, 2018

 

Survey: How prepared are you for emergencies?

from HomeServe

Do you have more than $1,000 set aside for an unexpected emergency? If so, you are in a better financial position than many other Americans. In fact,  [...]

March 29, 2018

 

Letter to the Editor: Homeowners have access to options

from Citizens Voice

Editor: I’d like to address the story “Is utility insurance worth it? Depends on who you ask” (March 4). A few weeks ago, I was able to provide the author with extensive information about the HomeServe plans available to area residents [...]

March 12, 2018

 

Letter to the Editor

from Texarkana Gazette

As a Service Line Warranties of American (SLWA) representative, I hope to clarify some inaccuracies in the March 4 opinion piece, "Water Warranty?: [...]

March 13, 2018

 

As nation debates infrastructure investment, homeowners should look at their own responsibilities

from HomeServe

When you hear the word "infrastructure," you usually think about the basic structures that the government or private industry provides and maintains for all [...]

February 12, 2018 

 

Service Line Warranties responds to Ritchie

from Orlando Sentinel

As a Service Line Warranties of America representative, I hope to clarify statements in Lauren Ritchie’s Saturday column, “Central Florida cities should get out of bad deal with ‘warranty’ companies.” [...]

December 7, 2017


Cities’ utility infrastructure is failing – and so is yours

From HomeServe

In a recent article from The New York Times, “$300 Billion War Beneath the Street: Fighting to Replace America’s Water Pipes,” Hiroko Tabuchi lays out the frightening statistics about America’s crumbling water infrastructure. What’s not mentioned in the article is that this problem isn’t just about aging municipal water and sewer systems – it also affects the utility pipes on your own property that connect your home to these systems.  [...]

November 21, 2017

 

Public and Private Sectors Working Together to Address Infrastructure Challenges

From HomeServe

Everyone from the White House and Congress to leaders at the state and local levels are talking about how best to bring America’s infrastructure into the 21st Century.The challenge and associated investment need is enormous – in fact, the American Society of Civil Engineers (ASCE) recently released a report card that gives America’s infrastructure a D+ grade. [...]

November 7, 2017

 

Safe, high-quality water tops profit

from Louiseville Courier-Journal

Louisville Water Company values the trust our customers place in us, and, after reading the guest contribution from John Potter, we felt compelled to respond. Over the past several years, we’ve spoken with Potter numerous times about the voluntary service-line protection program we offer our customers. While we respect his opinion on our partnership with HomeServe, many of the assertions in his column are simply not correct. [...]

July 27, 2017

 

HomeServe expansion will benefit city, residents

from Chattanooga Times Free Press

HomeServe's Chattanooga employees were disappointed to read your article about the company's expansion in our community, "Chattanooga panel gives HomeServe USA a tax break for expansion," June 7. [...]

June 16, 2017

 

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