For over 30 years, HMS has helped home buyers and sellers when they are faced with the mechanical failure of a home system or appliance. Each time HMS pays a claim for your client, you will receive notification so you can follow up with your current and past clients.
Learn how easy it is for your clients to file a claim with HMS and receive service from one of our 40,000 pre-screened contractors.
Have your client call or submit a claim online.
When a covered appliance or system fails, your clients can request service in the Place My Claim section of My Account anytime, day or night. If they prefer to call, they can also use our automated phone system to place a claim or they can speak to a representative directly. We will want to know the claim item as well as where it is located in their home.
Schedule a service appointment.
You will be assigned a qualified service partner to handle your service request. You must contact our service partner and schedule a time that is convenient for you to have the failure diagnosed. Make sure you provide us with your email address so we can send an email confirmation that includes the name and contact information of the assigned service partner.
Service partner will diagnose failure.
Our service partner will contact us with the technical diagnosis so we can determine coverage eligibility and course of action.
Pay your deductible/service fee.
When the service partner arrives at your home, they will collect the deductible as defined in your contract. This fee is paid per service trade (plumber, electrician, HVAC, appliance) – not per visit or per contractor. For example, if your dishwasher needs repairing but the service partner needs to order parts and finish the repair at another time, you will only pay the deductible once. However, your repair or replacement may involve additional costs. For example, if certain conditions or components of the equipment to be repaired are not covered by your contract, these will be charged to you directly.
Describe the problem.
After you pay the deductible, the service partner will determine if the equipment should be repaired or replaced. If it is determined that it cannot be repaired, the service partner will call HMS to obtain authorization for replacement.
Equipment will be repaired or replaced.
If part(s) or a system needs to be ordered to complete the repair or replacement of the covered item, the service partner will schedule a follow-up appointment to repair or replace the item.
Give us your feedback.
After your service experience, HMS will send you a survey asking you to rate the service partner who completed your repair, as well as the customer care representative you spoke to at our call center (if applicable). We want you to be satisfied with the service you receive, and we use your feedback to continually improve our service partners and customer care representatives.