General questions

• What’s covered by a plan from HomeServe?

  Plans from HomeServe offer a variety of repair and replacement services for many appliances and home systems. The coverage provided is dependent upon the type of plan you have. Please read the terms and conditions of your plan for exact coverage details.

• Who is HomeServe owned by?

  HomeServe is a Brookfield Infrastructure portfolio company. HomeServe is a leading provider of home repair and installation solutions for nearly 5 million customers in the U.S. and Canada. We operate under the HomeServe, Service Line Warranties of America (SLWA) and Service Line Warranties of Canada (SLWC) names.

  HomeServe’s goal is to provide homeowners with the tools to help protect against the expense, worry and inconvenience of plumbing, water, sewer, electrical, heating and cooling emergencies. We are a Better Business Bureau (BBB) accredited business and take pride in providing quality local home repair service and expert installation services. For nearly two decades, HomeServe has been working with leading utilities and municipalities – now numbering over 1,100 – to make optional service plans available to their customers, members, and residents.

• How do I contact HomeServe?

  You can visit us at www.homeserve.com to chat online or call us toll-free at 1-855-336-2465. We are here to help.

• Is it worth getting water and sewer line repair plans together?

  No one can predict when a water service line or sewer line may fail. With 42% of the homes in the U.S. built 50 or more years ago, these service lines are working on borrowed time. There are numerous factors that can cause water and sewer service lines to fail. The type of piping material, age of the service pipe, soil conditions and installation quality can all be factors. A study published in the September 2017 Journal of the AWWA 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 44 years, the threat of water service line and sewer line failure is a major concern for many homeowners. So, it can be a smart decision to be prepared by having both water line and sewer line repair plans in place before a breakdown happens.

• What plans from HomeServe cover plumbing?

  Depending on the plumbing plan you choose, a plan from HomeServe can cover major components and parts of your plumbing and drainage system, including:

  • Sewer or septic line repair
  • Exterior water service line repair
  • Clogged toilets, sinks and drains
  • Leaking supply pipe to hot water heater
  • Repair or replace burst interior water pipe
  • Pipe replacement or repair

  There’s no need to DIY a covered water leak or clogged drain when you have a plan from HomeServe. HomeServe will send a local, licensed and insured technician right to your doorstep to handle your covered repair.

• What happens if I need a repair?

  HomeServe’s emergency repair hotline is open 24 hours a day, seven days a week, including holidays, to schedule a repair. In the event of a home emergency, the homeowner calls the toll-free hotline 1-855-336-2465 and a local, licensed and insured technician is dispatched to make the covered repair or replacement. HomeServe pays the technician directly up to the benefit amount.
  To learn more about our Service Request Process, please click here.

Current customers

• How long does my plan contract last?

  Your plan starts the day your order is processed, and with many plans, there is an initial 30-day waiting period before you can make a service call. That gives you 11 months of coverage during the first year.

• How do I make a claim or book an appointment?

  Simply call the HomeServe repair hotline at 1-855-336-2465 to speak with one of our trusted customer care representatives and they will help you through the claims process or to book an appointment. To learn more about our Service Request Process, please click here.

• Can I add additional coverage at any time?

  Yes. Plans offered by HomeServe are available dependent on your zip code. Simply enter your zip code to search protection plans available in your area.

• What is Paperless and how do I switch?

  Paperless is an immediate, clutter-free way to receive and access all your account documents, with the delivery of your service contract documents via email. To switch, simply create your HomeServe ID or sign into your account, select Communication Preferences in the drop down under your name at the top, and select “Go Paperless” in the Paperless Policy Documents section. You can always update your delivery preferences through HomeServe ID.

• Can I cancel at any time?

  You may cancel within 30 days of your start date for a full refund less any claims paid, where applicable, by calling us. Cancellations after the first 30 days will result in a pro-rata refund less any claims paid, where applicable.

• How do I cancel?

  We never like to see our customers go. However, should you want to cancel, you may do so within 30 days of your start date for a full refund, less any claims paid, where applicable. After 30 days, you may cancel and we will provide a pro-rata refund less any claims paid, where applicable. Here’s how:

  • Call our Customer Service at 1-855-336-2465
  • Send us an email at info@homeserveusa.com and include your full name and postal address
  • Go online at https://www.homeserve.com/sc/login and sign into your account

  Learn more about how to cancel your plan at https://www.homeserve.com/sc/cancel.

HomeServe ID™

• What is a HomeServe ID?

  A HomeServe ID is a universal account that allows you easier access to your online account. When you see the HomeServe ID logo, just use the same sign-in information (email and password) for both HomeServe.com and the HomeServe App – from any device.

• What if I already have a HomeServe account (web or app)? What changes?

  Nothing! You can still use your existing sign-in information (email and password) to access your online account (HomeServe.com) or the HomeServe App.

• Why should I get a HomeServe ID?

  Having a HomeServe ID gives you immediate access to your online account as well as the HomeServe App. You can view your plans, update your payment information, request service, change your communication preferences, opt in for paperless documents and more. By accessing your account online, you can accomplish many account services without having to call our customer support team.

• How do I create a HomeServe ID?

  On HomeServe.com, please click Sign In located at the top menu bar or click here. Then click on the “Sign Up” link, located under the blue Continue button. Enter your email address and password, then click the blue Continue button. You will be sent a verification email to confirm your ownership of the email address. In the email, click the blue “Verify My Account” button. Once your email is verified, you can continue to add your HomeServe plans to your HomeServe ID.

• How do I reset my HomeServe ID password?

  If you forgot your password, or simply want to reset it, there are two ways you can do this:

  • On the Sign In screen, please click “Forgot password?” located above the blue Continue button. You will be sent a Password Reset email. In the email, click the blue “Confirm password change” button. Enter your new password – make sure it meets the requirements – and save.
  • In Account Settings, please click “Reset password.” You will be sent a Password Reset email. In the email, click the blue “Confirm password change” button. Enter your new password – make sure it meets the requirements – and save.

• Why do I need to reset my password?

  We launched the HomeServe ID on December 14, 2021, along with some other system updates. If you did not sign in to your HomeServe online account between December 14, 2021 – January 31, 2022, you will need to reset your password for security purposes.

• Why won't it accept my password?

  Please make sure your new password meets the requirements:

  • At least 8 characters
  • At least 3 of the following:

  ◦ Lowercase letters (a-z)
  ◦ Uppercase letters (A-Z)
  ◦ Numbers (0-9)
  ◦ Special characters (ex. !@#$%^&*)

  • Cannot contain part of username
  • Cannot be the same as the last 10 passwords

• How do I unlock my HomeServe ID?

  If you have forgotten your password, or entered the wrong password 5 times, your HomeServe ID will be locked. A Blocked Access email will be sent to you. Click the “Unblock your account” link to reset your password. Please make sure your new password meets the requirements:

  • At least 8 characters
  • At least 3 of the following:

  ◦ Lowercase letters (a-z)
  ◦ Uppercase letters (A-Z)
  ◦ Numbers (0-9)
  ◦ Special characters (ex. !@#$%^&*)

  • Cannot contain part of username
  • Cannot be the same as the last 10 passwords

  What is a passkey?

  It is a secure and easy way to log into your account using your fingerprint or facial recognition on trusted devices. It’s faster, safer, and takes the hassle out of remembering passwords. In the event you do forget your passkey, you can still log into your account via your email and password. If you lose the device that your passkey was associated with, you can still access your account by clicking on "Trouble signing in?" on the sign in page which will allow you to create a password.

Utility Billing Change for Plans from HomeServe

• I was notified about a change to how my plan from HomeServe is billed. Why can't I keep my plan(s) from HomeServe on my utility bill?

  Your utility is ending billing services for HomeServe, and the HomeServe charges that are currently included on your utility bill will now be billed to you directly by HomeServe. You have the opportunity to keep your coverage by providing a new payment method directly to HomeServe.

• I would like to keep my plans from HomeServe, what do I need to do to maintain my coverage?

  • Call HomeServe at the number provided on the communication you received.
  • Provide either a credit or debit card or checking account number to HomeServe.

• What will change when I sign up for a direct bill from HomeServe?

  • Charges/fees for protection plans from HomeServe will be charged to your new payment method. 
  • Costs for your protection plans from HomeServe will no longer be on your utility bill. 
  • After you provide a new payment method, your plan(s) will be restarted, and new Service Agreement documents will be sent to you.

  If you switch your payment method before your utility billing ends, your coverage(s) will continue uninterrupted. After your plan(s) restart, your coverage will be similar to what you have now and your monthly payment will remain the same.

• Will I have to wait an additional 30 days for repairs after providing the details of my new payment method?

  If you switch your payment method before your utility billing ends: No, you will not have to wait an additional 30 days for repairs.

• I just updated my payment details with HomeServe. How long will it take for my new payment method to be billed?

  Your new payment method will typically be charged or debited, as applicable, within 3 days of enrollment.

• What if I have already been billed for my plan(s) from HomeServe this month?

  A HomeServe monthly charge on your utility bill pays for the month of coverage provided before the charge. Once you provide your new payment method to HomeServe, you will instead be charged for the upcoming month of coverage from HomeServe.

• I’m not sure if I have coverage from HomeServe, how do I know if I’m enrolled in a protection plan from HomeServe?

  Call HomeServe at the number provided on the communication you received to speak to a representative who can help you.

  Or sign in to your online account to view and manage your current plans. If you don’t currently have a HomeServeID, you can create one today.