Got Questions? We’ve Got Answers

Agent and Policyholder Frequently Asked Questions

• How many claims can you call in a year, is there a limit?
  A: There is no limit to the amount of claims that can be called in.
• Is there a waiting period to call in your first claim?
  A: Not for In Escrow policies. Only Outside of Escrow/Homeowner policies have a 30 day waiting period after payment is received.
• Do you replace the appliance if it breaks?
  A: The option of repair will always be explored before a unit is replaced. Upon the system being deemed unrepairable by a licensed technician, it will be replaced or a cash out option will be offered based on the similar features of the current appliance; provided the failure is a result of normal wear and tear. Coverage and limits also vary depending on the policy.
• Does the premium increase each year?
  A: Our rate for renewal does increase after the first year unless the Renewal Rate Guarantee Optional Coverage was purchased at the start of the policy. (Renewal Rate Guarantee option only available in Arizona and Tennessee contracts.)
• Do you take monthly installment payments?
  A: The first year of coverage must be purchased in full. Renewal contracts have the option for monthly installments.
• Do you offer any discounts?
  A: HGHW offers a $25 Military/First Responder Discount to buyers in California, Georgia, Nevada, and Tennessee. HGHW offers a $25 Property Inspection Discount for properties who had an HGI Home Inspection performed in California. All other in-escrow contracts offer this same discount for properties that can provide proof that a home inspection was performed.
• Do you offer multi-property discounts?
  A: No, multi-property discounts are not offered and exceptions are not made.
• What is the process to order a warranty?
  A: Agents and homeowners can order online at www.HGHW.com, over the phone with a CSR at (866) 993-2301, directly with their Account Manager, or fill out and submit the brochure application to Order@HGHW.com.
• If I register on the website, will I be able to access all of the policies I have previously placed?
  A: Yes! By going to the ‘Check Order Status’ link on your Agent Resource Center navigation bar, you will be able to access all of the policies that you’ve placed through that profile, along with their current status.
• Is policy holder information sent to the client?
  A: A New Customer Packet is sent out to the designated property address after the policy is paid in full. Buyers can also be registered for the Executive Program. After registration, the Executive Program Coordinator will reach out by phone or e-mail after the start of the policy to review coverage, answer questions, and provide the opportunity to add coverage.
• How long do I have to make changes to a policy?
  A: HGHW has a 60 day grace period after the close of escrow to make policy modifications.
• What is the service call fee?
  A: The service call fee is a deductible charge per trade for dispatching for diagnostics for mechanical failures of covered systems and appliances.
• Do you cover everything inside the home?
  A: Policies covers the systems and mentioned appliances stated in the contract within the boundaries of the main foundation of the home. Limitations and exclusions include but are not limited to failures that occurred before the start of the policy, are not due to normal wear and tear, and are a result of secondary damage. Reference Terms of Coverage and Limits of Liability in the policy brochure.
• Is my only out-of-pocket cost the service call fee?
  A: Out-of-pocket expenses depend on the coverage plan selected. As a limited warranty, there are limits on designated appliances, systems, and service outlined in the brochure. You will find that upgraded plans provide significantly more coverage than others.
• Does the age of my system/appliance effect coverage on it?
  A: The age of the system/appliance does not matter as long as it is in good working order at the start of coverage and has failed due to normal wear and tear.
• What are the differences between your plans?
  A: Upgraded plans include extra coverage on standard items, increased limits, and added coverages that are typically only offered as options or are exclusive to the coverage tier. Some plans also cater to the need for AC and Kitchen Refrigerator/Washer/Dryer.
• Is the policy transferrable to different owners if a covered home is being sold?
  A: The policy can be transferred to the new owner to carry on until it’s expiration. At expiration, they will be contacted in regards to a renewal policy.
• Can an existing policy be transferred to a new home?
  A: A current policy cannot be transferred to a newly purchased home. An application must be submitted for a new home warranty, typically through the real estate transaction.
• What is the cancellation process?
  A: If the cancellation is initiated before 30 days from the policy start date and HGHW has not rendered any service, a full refund will be issued. Had services been performed, a refund will be issued in the amount of the policy cost less the amount paid for serviced performed. If cancellation in initiated after 30 days from the policy start, a prorated amount for the unexpired term will be issued, less the administration fee and any expenses for service rendered.
• Is there a late fee or price increase if payment is not made on time?
  A: Funds must be received within 30 calendar days from the close of escrow date. After 2 weeks, the price will increase to our outside of escrow rates.