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Frequently Asked Questions

Most Commonly Asked Questions

What is a Home Warranty?Top
A home warranty is a one-year agreement service contract that helps with the cost to repair or replace covered home system components and appliances when they inevitably break down due to normal wear and tear. When you request service, you'll pay a Trade Service Call Fee to initiate the service request. A licensed, independent contractor will schedule an appointment with you to determine the issue. If the problem is covered by your home warranty, AHS will direct the contractor will to repair or replace your covered item subject to the limitations and exclusions of the home warranty. If you’d like to learn more about what a home warranty is and what it can cover, check out our blog post on Home Warranty Basics and What It Covers .
How is a home warranty different from homeowners insurance?Top
Homeowners insurance typically protects your home from things that might happen, like fires, theft or natural disasters. A home warranty helps protect your budget when covered components of home systems and appliances break down due to normal wear and tear.

If you want to learn more, check out our blog post on the difference between homeowners insurance and home warranties .
What does an American Home Shield® Home Warranty cover?Top
Our flexible plans cover components of up to 21 of the essential home systems and appliances you depend on every day, from your A/C to your refrigerator to your water heater. View a sample contract for a complete list of what our plans can cover.
How much does an American Home Shield® Home Warranty cost?Top
A home warranty is a service contract that covers the repair or replacement of parts and components of your home's systems and appliances when they break down due to normal wear and tear.
What's a Trade Service Call Fee?Top
With American Home Shield, you pay a pre-set fee (which you'll set when you purchase your home warranty) for the service requests you make under your warranty.

You'll pay one fee for each different kind of trade professional contractor (plumber, electrician, etc.) that comes to your home to provide service. When both your toilet and your air conditioner break down, two kinds of trade workers need to come out to fix your problem ‐ the plumber can't fix the AC. If your toilet and your sink break down, only one trade service professional will come out and you'll only pay one fee (plus sales tax where applicable). .

If you have a lot of older appliances or systems and think you may need to use your plan a lot, think about choosing a lower Trade Service Call Fee. If you have new systems and appliances and you are just looking for coverage, a higher Trade Service Call Fee may be a better fit. .

Note that customers with real estate home warranty plans do not get to choose their Trade Service Call Fee.
My home's systems and appliances are old. Will American Home Shield cover them?Top
Yes. We don’t care how old your home – or your home systems and appliances are.
Can I view a sample contract?Top
Yes, but keep in mind that contracts and coverage vary from state to state. View a generic sample contract. For question regarding your state’s coverage, please contact.
When can I start using my plan?Top
You can start requesting service 30 days after you buy your warranty. If you purchased or were given a home warranty during a real estate transaction, your coverage starts the day of closing.
Can I choose my own contractor?Top
To expedite service on your request, American Home Shield will assign a contractor to reach out to you as quickly as possible. In some cases, American Home Shield may offer you the ability to choose your own contractors, also known as Outside Authorizations. If you choose to use outside authorizations, the service contractor must be licensed where applicable, qualified in the applicable state and trade, adequately insured for worker’s compensation and third-party general, and have automobile liability coverage. The chosen contractor must provide a diagnosis and itemized bid to American Home Shield before any work is performed. American Home Shield will not reimburse you for services performed without prior authorization. You are responsible for paying the service contractor’s charges and then must forward the invoice to AHS for reimbursement less any applicable Trade Service Call Fee or costs not covered by the AHS Home Warranty.

Claims & Coverage

How does a home warranty work?Top
When a covered item breaks down, follow these steps:
  1. Request service online at MyAccount or call 888.682.1043.
  2. Pay your Trade Service Call Fee.
  3. Your contractor will contact you to schedule an appointment.
  4. Your contractor will diagnose your problem.
  5. Based on the contractor’s diagnosis, we'll determine whether your problem is covered by your home warranty. If it is covered, the contractor will repair or replace your covered item subject to limitations and exclusions.
  6. You'll get a follow-up email to make sure your problem was resolved to your satisfaction.

If you have questions about when to request service from American Home Shield, read at When to Request Service from Your Home Warranty on our Home Matters blog.
Do I need an inspection or maintenance records before I can buy coverage?Top
No. You can purchase a home warranty from AHS without an inspection or maintenance records.
Are there any exclusions to my contract or limits to my coverage?Top
Yes. We cover breakdowns that occur due to normal wear and tear. For example, if a hose on your dishwasher breaks due to normal wear and tear, we would cover it. But, if a child stands on the dishwasher and breaks the door, we would not cover it because the damage was not from normal wear and tear.

In addition, other exclusions and limitations may apply - download a sample contract to see a specific list of limitations and items that are excluded from coverage.
How long does my contract last?Top
The standard home warranty contract is 12 months.
How do I request service?Top
Once your coverage begins, you can request service 24/7 online. You can also call 888.682.1043 to request service.
Is there a limit to the number of repairs during my contract term?Top
No. We do not place a limit on the number of covered repairs, although some coverage limitations and exclusions, such as dollar amount caps, may apply. Please review the sample contract for a specific list of coverage limitations and exclusions.
How does American Home Shield determine if my claim is approved or not?Top
We evaluate the contractor’s diagnosis and determine if it’s covered in your contract.

The Trade Service Call Fee doesn’t pay for any repairs, it is the fee you pay for the contractor’s visit to your home.
How long until my covered item is fixed?Top
There are many factors that affect how long it will take for your covered item to be fixed (such as: the nature of your issue, parts availability, and scheduling matters). Our goal is to assign your contractor as quickly as possible to get the process underway.
Who are the contractors that American Home Shield sends to my house?Top
We use licensed, independent contractors from our contractor network, and they’re regularly evaluated by customers like you to make sure they're meeting our standards.
We thought the issue was fixed, but it’s not. Can the contractor come back?Top
Yes. We offer a 30-day workmanship guarantee, which means if you have an issue regarding your completed repair within 30-days of service, we’ll send a contractor back out for free. Either request service online or call 888.682.1043.
What if you can't fix my covered item?Top
If we determine your covered appliance or system component can’t be repaired, we'll offer a replacement, or send you a check for the cost to American Home Shield for the repair (up to the limit stated in your contract, minus the cost incurred to diagnose the problem).
What coverage limitations exist for my A/C?Top
Our home warranty covers components and parts of the following types of air conditioning systems:
  • Ducted central electric split and package units
  • Geothermal
  • Wall air conditioners
  • Mini-splits
During the term of your contract, American Home Shield will pay for access, diagnosis, and replacement related to necessary or required heating and air conditioning system efficiency and other upgrades except:
  • Costs associated with plenums and refrigerant line sets and
  • Any other heating and air conditioning-specific limitations and exclusions in your Agreement. A "necessary or required upgrade" is a replacement improving manufacturer specification energy efficiency or system performance due to circumstances beyond the control of you or American Home Shield (such as inability to obtain parts/equipment or government mandated system modifications).
We cover all the following parts of your air conditioning ductwork:
  • Plenums
  • Dampers
  • Damper-only controls
  • Leaks or breaks in ductwork (sheet metal, duct board, and flex duct including vapor barrier) from heating and/or air conditioning unit(s) including registers or grills
Besides the specific terms listed here, coverage may be limited by general -limitations and exclusions in your home warranty contract. For more coverage information, please read the sample contract, including but not limited to, the "Coverage Overview" and "Limitations and Exclusions" sections.

What we don't cover:
  • Outside or underground piping, well pump, and well pump components for geothermal and/or water source heat pump
  • Window units
  • Water towers
  • Chillers
  • Chiller components
  • Water lines
  • Legally mandated diagnostic testing when replacing heating or cooling equipment.
Coverage for certain air conditioning systems is limited to $1,500. This limitation only applies to the access, diagnosis, and repair or replacement of any geothermal and/or water source heat pumps, glycol, hot water, or steam circulating systems. In certain circumstances, ductwork coverage may be $1,000. For more details, please read the "Air Conditioning and Heating Note" in the sample contract.

In addition, we'll pay up to $10/pound per occurrence for refrigerant. You'll be responsible for paying anything beyond $10/pound per occurrence for refrigerant.

If you’d like to learn more about what’s covered, check out our blog post, What to Expect from Your Home Warranty Coverage if You Have an HVAC Issue .
If I have more than one air conditioning system or refrigerator, are those covered too?Top
Absolutely. We automatically cover multiple systems and appliances within the same home via our Appliances, Systems, Combo and Build Your Own plans.

Plans purchased through a real estate transaction, such as ShieldEssential, ShieldPlus, or ShieldComplete, have different coverage limitations and exclusions.
Can you cover my electronicsTop
Yes, we separately offer the Electronics Plan by Asurion, which covers a variety of new and used electronics.
Do you offer coverage for stand-alone freezers?Top
No, we do not cover stand-alone freezers.
Do you offer roof coverage?Top
No, we do not offer roof coverage at this time.
Can I purchase coverage for my pool?Top
Yes. You can add coverage for your pool and in-ground spa to any of our plans. However, if you want to add this coverage after your contract has been in effect for more than 60 days, an inspection (at your expense) is required.
Can I extend my coverage to my guest house?Top
Yes, our plans cover guest houses and rental units under 750 square feet. If your guest house is larger than that, you will need to purchase additional home warranty coverage.

Money Matters

Can I customize my payment options?Top
Yes, you can pay monthly (for no additional finance fee) or annually. If there’s a specific day you want to start your billing cycle each month, call 888.682.1043. You can also pay by checking account, credit or debit cards.
How much do I pay when I request service?Top
You'll pay your Trade Service Call Fee for each different kind of trade professional (plumber, electrician, etc.) that comes to your home to provide service. You'll choose the amount (either $75, $100 or $125, plus sales tax where applicable) when you purchase your plan.

Depending on your plan, some coverage limits or exclusions may apply. For full coverage details, view our sample contract.
Why does American Home Shield offer different Trade Service Call Fee options?Top
Our customers asked for more flexibility with plans tailored to their budget. You can pay a higher Trade Service Call Fee to lower your monthly plan price, or choose a lower Trade Service Call Fee and pay a higher monthly cost.
Will I have any out-of-pocket expenses?Top
Depending on the situation, you might. When you request service, you’ll pay your Trade Service Call Fee. In addition, you may be responsible for any repair or service costs that aren’t covered by your home warranty. For full coverage details, including limitations and exclusions, view our sample contract.
Do I get a discount for covering more than one home?Top
Yes, you'll get a $50 discount on coverage for each additional home (under 5,000 square feet).

Benefits

Is a home warranty worth it?Top
A home warranty can help protect your budget when a covered item like your A/C or refrigerator breaks down. You can have some peace of mind knowing you have a plan in place for inevitable covered break downs. And you have budget protection because you won’t have to pay the full retail cost of repairing or replacing a covered item.

Check out our blog article, Is a Home Warranty Worth It?, if you would like to learn more.
Are there any additional benefits to buying an American Home Shield Home Warranty?Top
Becoming an American Home Shield customer comes with extra benefits:
  • Refer a Friend - Refer a friend to AHS, we’ll say thanks with a $25 Amazon gift card.
  • Additional Property Discounts - Save money when you buy warranty coverage for multiple properties.
  • Discounts on Appliances - We pass our discounts on name brand appliances to you.
  • Discounted Air Filters - Get up to 50 percent off retail prices on filters for your AC and furnace. And, we'll deliver them to your door.
Doesn’t a manufacturer's warranty cover the same things a hoe warranty does?Top
A manufacturer's warranty typically covers the failed part of a single appliance or system, but it doesn't always cover the cost of the labor or repair. American Home Shield helps protect your budget when covered components of home systems and appliances break down due to normal wear and tear including the cost of labor or repair. We’ll either repair or replace your covered items – or find an alternative solution. Plus, we cover multiple appliances*, so if you have two refrigerators, they’re both covered.

*Applicable only to Systems, Appliances, Combo and Build Your Own plans.

Current Customers

How do I set up my online account?Top
Visit MyAccount to register for your online account.
How can I find out the status of my service request?Top
You can check the status of your service request by logging into MyAccount.
Can I change my plan?Top
Of course. You can make changes to your coverage for 60 days after your plan becomes effective. To change your plan, call 888.682.1043.
How do I make sure my coverage continues/renews when the year is up?Top
If you have set up automatic payments with us, we will send your next year’s agreement at least 30 days before your current contract expires. If you do not have automatic payments set up, you can contact us to continue coverage by logging into MyAccount or calling 888.682.1043.
Can I cancel at any time?Top
Yes, you can cancel at any time.

If you cancel your contract within the first 30 days of your coverage, we'll refund your contract fees minus any service and claims incurred by American Home Shield.

If you cancel your contract after the 30th day, you'll receive a pro-rated refund of your contract fees for the rest of the contract term, minus an administrative fee of up to one month's payment (where permitted by law) and any service or claims costs incurred by American Home Shield. Terms may vary by state.

To cancel your contract, call 800.858.1922..

Buying or Selling a Home?

What is a real estate home warranty?Top
An American Home Shield® Real Estate Home Warranty is a service agreement that covers the repair or replacement of many major home system components and appliances. It is available to sellers (limited listing coverage) and buyers typically via their real estate brokers in the context of a real estate transaction only.

We also offer home warranty plans for customers who are not in a real estate transaction. See pricing and plans.
Why do I need a real estate home warranty?Top
If one of your home’s appliances or systems breaks down, it can mean more than your air conditioning or dryer notworking — it can also mean having to cover an unexpected expense. Instead of paying the full retail cost to repair or replace a covered item, a real estate home warranty can help you manage the costs of unexpected, covered breakdowns.
Why is buying a real estate home warranty a good decision for my budget?Top
A real estate home warranty helps protect your budget when a covered item breaks down. You pay your Trade Service Call Fee when you request service instead of paying the full retail cost of repairing or replacing a covered item out of pocket. You are also responsible for any costs not covered.
Can I transfer my real estate home warranty contract to someone who buys my home?Top
Yes. To transfer your agreement, please call 800.735.4663.
Can I add a real estate home warranty to the house I'm buying after closing?Top
You can add a warranty to your new home at any time, but you must add the warranty to your new home within 60 days of closing to take advantage of our special real estate pricing.
How do American Home Shield's real estate home warranties work?Top
We have three home warranty plans designed for residential real estate transactions (described in the next FAQ).

To see real estate home warranty options for a home you’re buying, review our available real estate plans . Then, ask your real estate agent to arrange the warranty to be purchased from American Home Shield.
What are the real estate home warranty plans offered?Top
American Home Shield offers three high-value home warranty plans at an affordable price for real estate customers:
  • ShieldEssential ℠: Covers components of the most critical home systems that are often the most expensive to repair and replace (heating*, air conditioning, plumbing, and more).
  • ShieldPlus ℠: Covers items included in the ShieldEssential Plan plus many common, major household appliances.
  • ShieldComplete ℠: Offers the most comprehensive coverage, including the items in ShieldEssential and ShieldPlus combined, plus some additional home items (like garage door openers and doorbells).

*Not available in Hawaii.
Is real estate home warranty coverage offered to sellers?Top
Yes. If you are selling your home, you can add the Seller Coverage Option*. Click here for a quote to help protect your home while it’s on the market.
Here’s how our Seller Coverage Option* works:
  1. Seller chooses the home warranty package to provide to the buyer.
  2. Seller adds on the Seller Coverage Option. This option covers the same items as the ShieldEssential plan.
  3. Sellers enjoy coverage for up to 6 months (term renewable upon request and at the discretion of AHS) while the home is on the market.
  4. Payment is not due until closing.
  5. The warranty transfers to the buyer and becomes effective at closing.

*Subject to a $2,000 cap for all trades during the listing period.
Do you offer two years of coverage at a special rate for real estate plans?Top
Yes! Most property types qualify for a 2-year plan at a discounted price through our Real Estate Edition Home Warranty Plans.
What if I am building a home?Top
Our new construction plan provides coverage from years 2-5 for a total of four years of home warranty protection for covered items. It can also be purchased anytime within the first year after closing on new construction.
Are multiple systems and appliances covered under an American Home Shield's real estate home warranty?Top
Yes. If you have more than one of the following home systems or appliances, they’re included in their coverage, at no additional cost.

Covered Systems/Appliances:
  • Air Conditioning Systems
  • Heating Systems
  • Electrical - multiple items of hard-wired home electrical system
  • Plumbing - multiple items such as lines, faucets, shower heads, stoppages, etc.
  • Built-in Exhaust, Attic and Whole House Fans
  • Ceiling Fans
  • Water Heaters
  • Built-in Microwave Ovens
  • Dishwashers
  • Doorbells
  • Garbage Disposals
  • Ranges, Ovens, Cooktops
  • Garage Door Openers
  • Instant Hot/Cold Water Dispensers
Are there any exclusions to my real estate home warranty agreement or limits to my coverage?Top
Yes. We cover breakdowns that occur due to normal wear and tear. For example, if a hose on your dishwasher breaks due to normal wear and tear, we would cover it. But, if a child stands on the dishwasher and breaks the door, we would not cover it, because the damage was not from normal wear and tear, in addition to other exclusions and limitations that may apply. To see a specific list of limitations and items that are excluded from coverage, click to download our generic National Sample Agreement.
When can I start using my real estate home warranty plan?Top
Your coverage starts the day of closing, however, if until payment for the home warranty funds are not yet has been received from the home closing process, the number of service requests may be limited.
What happens if I sell my home before my agreement term ends?Top
If you sell your home before the end of your warranty agreement, you can transfer the remainder of your plan to the new buyer. Call 800.735.4663 to transfer your warranty.
Can I add or change coverage later to my real estate home warranty?Top
If you need to change or upgrade your coverage options, you can do it within the first 60 days from closing. To upgrade or change your coverage options, call 800.735.4663.
Can I view a real estate sample agreement?Top
Yes, we want you to review our agreements!
National Sample Agreement.
How long does my real estate agreement term last?Top
Our standard agreement lasts for 12 months after closing. If you chose the 2-year warranty, your agreement term will last for 24 months.

Still need help?

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