FAQ


How do I renew my home warranty contract?

Login to your account and renew online or call our Inbound Sales Department at 1-800-TO-COVER (1-800-862-6837).

How long will my home be under warranty?

Our home warranty policy is effective for one year upon receipt of payment. You will have an option to renew your home warranty if it is nearing expiration.

Why do you verify my phone number and ZIP code each time I call for service?

We dispatch to technicians in your local area according to ZIP code. Having your correct ZIP code on your contract ensures that we will dispatch a nearby technician. Our customer service representatives are trained to verify your telephone number so the technician can reliably contact you for scheduling their work.

A technician was out and made repairs to a system in my home, and now it is not working. Will I have to pay another service fee when he or she returns?

You do not have to pay another service fee as long as it is within the recall period outlined in your warranty under Terms of Coverage. "Service work is guaranteed (without an additional service fee) for 30 days on labor and 90 days on parts. Pest control service (where available) work is guaranteed for 30 days from the date of service." The 30-day guarantee only applies to malfunctions, which are reported to FNHW during the term of this contract.

When will the technician call me to schedule an appointment?

Upon receiving a request for service, FNHW will contact a qualified contractor within 3 hours during normal business hours and within 48 hours on weekends and holidays. The contractor will then call you to schedule a convenient appointment during normal business hours. FNHW will determine what service requests constitute an emergency and will make reasonable efforts to expedite emergency service.

If the service claim is denied, why should I have to pay the service fee?

The service fee pays the technician for their diagnostic service — identifying the exact problem occurring with the system or appliance at your home.

Will you reimburse me for services that I had done outside the contract?

No. As outlined in the contract under Terms of Coverage, "Should the homeowner contract directly with others, or do the work themselves, FNHW will not be responsible for reimbursement of that cost."

I have a problem with a covered appliance or mechanical system. How do I request service?

Call us at 1-800-308-1420 or use the Request Service link at the top of homewarranty.com to submit a request online. Upon receiving a request for service, FNHW will contact a qualified subcontractor within 3 hours during normal business hours and 48 hours on weekends or holidays. The subcontractor will then call you to schedule a convenient appointment during normal business hours. FNHW will determine what service requests constitute an emergency and will make reasonable efforts to expedite emergency service.

I have an older home. Will I have to pay more for a service contract?

No, our home warranty will cover a home no matter what its age – as well as any brand or manufacturer of systems and appliances. However, systems and appliances must be in good working order at the start of coverage.

I own homeowner's insurance. Why would I want a home warranty?

Homeowner's insurance and a home warranty are both valuable, but for different purposes. Your homeowner’s insurance is hazard insurance, and covers items damaged in fires, by water, by wind or other covered events. A home warranty repairs or replaces items that break down on their own through normal wear and tear.

What are Optional Coverages and how do I know if I have them?

Additional or optional coverages for items such as kitchen refrigerator, washer/dryer, air conditioning, pool and spa equipment and limited septic and roof leak repair were available for purchase for an additional fee at the time of contract. Check your contract to see which optional coverages, if any, were purchased.

What does my home warranty cover?

You can find the best answer to this by reviewing your specific contract. You can also view this sample contract. Standard coverage includes: plumbing system, plumbing stoppages, toilets, sump pump (permanently installed), bathroom whirlpool motor pump, recirculating hot water pump, water heater, heating and ductwork, electrical system, telephone system, central vacuum system, garage door opener, ceiling fans, attic and exhaust fans, smoke detectors, doorbells, dishwasher, range, oven, cook tops, built-in microwave, instant hot water dispenser and trash compactor. What's not covered? The contract covers only those parts, systems and appliances specifically mentioned as covered and excludes all others. Please see your contract for specific coverage, exclusions and limitations.

How fast do things get fixed?

Pretty darn fast. But just so we’re on the same page, a home warranty is essentially an extended service contract for your home—paying retail may be slightly faster, but your wallet will end up paying the price.

What is the “Service Trade Call Fee”?

The Service Trade Call Fee is the amount due by the contract holder for us to dispatch a service professional to their home. Think of the Service Trade Call Fee like a copay to see your doctor; except ours help diagnose your appliances or systems. How do I pay it? Your Customer Service Representative can take the fee by VISA or MasterCard over the telephone for your convenience. If you are requesting service through homewarranty.com, you can securely pay the fee directly on the website. You can also pay the service call fee with cash, check or money order at the time of service.

Additional questions?

If you have additional questions that are not answered here, please call us at 1-800-862-6837.

How long has FNHW been in business?

The combined companies have been in business since 1974. Chicago Home Warranty (formerly Continental Home Warranty) was established in 1974 and purchased by Chicago Title in spring of 1999. Fidelity National Financial, Inc. purchased Fidelity National Home Warranty (formerly Western Home Warranty & Alliance Home Warranty) in August of 1998. First quarter of 2001, both companies now owned by Fidelity National Financial, Inc. formed Fidelity National Home Warranty (FNHW).

Is FNHW affiliated with Fidelity National Title and Chicago Title?

Fidelity National Home Warranty (FNHW), Fidelity National Title and Chicago Title are all owned by Fidelity National Financial, Inc.

When will the demand for payment be sent to escrow?

Demand for payment will be sent to escrow within one hour of placing an application in normal circumstances, but it can also be sent upon request.

Does FNHW cover known pre-existing conditions?

FNHW covers unknown pre-existing conditions. Please call if you need additional clarification.

How long do I have to add coverage to the contract?

You can take up to 30 days after the close of sale/escrow date to add additional coverage, provided that the item is in good working order. Coverage will commence upon receipt of premium, and will expire one year after the close of sale/escrow.

After the contract has been in force for 30 days, can the homeowner add optional coverages or upgrade the contract?

If the contract has been in force for 30 days or longer, the homeowner can only add coverage or make changes at the time of yearly renewal.

When does the homeowner receive renewal information on their contract?

The homeowner should start receiving the information approximately 3 to 4 months prior to expiration of contract. 4 notices are sent to the property address or alternate address, if applicable.

Does FNHW offer contracts on homes over 5,000 square feet or multi-unit dwellings?

Yes. Please call our applications department for special price quotes at 1-800-862-6837.

What is a CRES Advantage Home Warranty Plan?

The 13-month CRES Advantage Home Warranty Plan, underwritten, issued and administered by Fidelity National Home Warranty, provides extra protection to all sides of the real estate transaction. This plan is available to offices insured with CRES Insurance for their Errors and Omissions insurance. Qualified transactions enjoy 13 months of coverage, $50,000 of Sellers E&O coverage via the Sellers Protection Plan, and a $5,000 E&O deductible reduction program.

The CRES Advantage Plan is available in California, Texas, Arizona, Nevada, Utah, Colorado, Idaho, Oregon, and Washington. More Information

When will homeowners receive their copy of the contract?

The homeowner should receive their copy of the contract within 10 business days after FNHW is in receipt of the premium due.

Who does the homeowner call to receive service?

The homeowner can request service online by following the Request Service link at the top of homewarranty.com, or they can call our Service Department at: 1-800-308-1420 to set up a service call or obtain service information.

I own homeowner's insurance. Why would I want a home warranty?

Homeowner's insurance and a home warranty are both valuable, but for different purposes. Your homeowner’s insurance is hazard insurance, and covers items damaged in fires, by water, by wind or other covered events. A home warranty repairs or replaces items that break down on their own through normal wear and tear.

What are Optional Coverages and how do I know if I have them?

Additional or optional coverages for items such as kitchen refrigerator, washer/dryer, air conditioning, pool and spa equipment and limited septic and roof leak repair were available for purchase for an additional fee at the time of contract. Check your contract to see which optional coverages, if any, were purchased.

Additional questions?

If you have additional questions that are not answered here, please call us at 1-800-862-6837.

How can my company become a Service Vendor?

Please complete our online application or call our Vendor Relations Department at: 1-800-208-3151 (option “5”) for further details.

What requirements must my company meet to qualify as a Service Vendor?

You must be a Licensed Contractor for the trades you service, carry $1,000,000 in General Liability Insurance, and provide proof of Workman's Compensation Insurance or a waiver thereof (if self-employed).

As an existing Vendor for FNHW, what can I do to increase my call volume?

Keep your costs within established guidelines to improve your contractor ranking. Be sure that the information your company has provided to FNHW concerning service areas and dispatch limits is current. Also, thoroughly familiarize yourself and your employees with the terms and limitations of the FNHW contract.

What are the invoicing requirements?

The requirements are as follows:

  • An itemized description of work performed
  • A line for "time in" and "time out"
  • A line for parts with an amount
  • A line for labor with an amount
  • A line for tax with an amount
  • A line for any travel charges with an amount
  • A subtotal line that indicates total billable amount
  • A line showing the deductible status, with a check # when applicable, that indicates subtraction from the total line when it is collected
  • A line that shows the total amount due from FNHW
Invoices should NOT have the following:
  • A written description of the deductible collected, but no line item showing subtraction from the total
  • Retail work paid by the homeowner reflected as part of the total bill
  • Labor lines that have the deductible already subtracted from the hourly labor cost
  • A total amount billed with no itemized description.
Here is an example of the perfect invoice.

Can I submit my invoices online?

Yes, if you are an approved Fidelity National Home Warranty Service Vendor, you can submit invoices online. It's easy, simply sign into your dashboard and choose "Invoicing" from the sidebar menu.

As a Service Vendor, how can I contact your company after work hours for authorization?

Our normal office hours are Monday to Saturday 7-7pm and Sunday 8-5 pm. To reach our authorization representative call (1-800-208-3151).

Who do I contact when I have an issue with your Accounting Department?

For Accounts Payable and general accounting questions please call 1-800-308-1424 ext. 7202.

Who do I contact when I need to inform FNHW that my company will be unavailable to service calls?

Contact your Regional Representative at 1-800-208-3151 and type in the last name of the person you're trying to reach.

How quickly are invoices paid?

Invoices are paid in 30 days for paper and 10 for Online Submission.

Do I need a dedicated FAX machine to receive work orders from your company?

No, we don't require a dedicated FAX machine.

What are the advantages of becoming a Service Vendor?

Consistent volume, no advertising costs, lead generation for future retail work, and prompt payment. Additionally, Service Vendors with Fidelity National Home Warranty will experience:

  • MORE repeat business without added marketing expense
  • reliable cash flow
  • online invoicing
  • an expanded customer base
  • prompt payment within 14 days of receipt of online invoice
  • detailed performance reviews to ensure your place at the top of our vendor list
  • experienced, knowledgeable authorizers to move you efficiently through the approval process
Contact our Vendor Relations Department at 1-800-208-3151 and type in the last name of the person you're trying to reach.

Additional questions?

If you have additional questions that are not answered here, please call us at 1-800-862-6837.