How the 2-10 HBW Home Warranty Service Process Works


Imagine making it through your workweek right before a long, well-deserved vacation. You decide that on your first day off, you’ll sleep in a bit, make breakfast for your family and take a day trip you’ve always wanted to take. Your kids are happy, your spouse is excited and everything is looking up.

After you hop out of the shower, one of your kids tells you, “Something smells funny in the fridge.” As you open the door, you’re hit with a waft of spoiled food and a weird warmness you’ve never felt standing in front of the fridge. Nothing is cold and everything stinks.

Your refrigerator stopped working overnight, and now—on the first day of your vacation—you have a big problem to fix. Before you get too upset about your spoiled food and plans, and the money you’ll have to spend to fix the fridge, you remember that you have a home warranty with 2-10 Home Buyers Warranty (2-10 HBW). So, what do you do next?

We’ve created an easy-to-use service process that helps you get your issues resolved quickly. If you have a home warranty with 2-10 HBW and one of your major systems or appliances fails, follow these quick steps to begin addressing your issue. (And if you don’t have a home warranty with us yet, you can get one quickly and easily! If you’re not sure why you’d even need one, let us show you why.)

1. Review your home warranty

The first thing you’ll want to do is check your specific home warranty. This is one of the most important steps you’ll take in the process. At 2-10 HBW, we provide different kinds of coverages for all sorts of situations. Some people choose to cover everything possible, while others choose to cover only what they think they’ll need. Refreshing what you chose to cover when you signed your Service Agreement will make the remainder of the claim process much easier for you.

In our scenario, your refrigerator broke down despite proper maintenance. You check your coverage and remember that you opted for Supreme coverage. Your fridge is covered, so you can request service without worry. That’s the great thing about choosing your coverage: It covers as much or as little as you want.

But what if, in this scenario, the fridge that broke down was a second fridge located in the basement, rather than the kitchen? If you hadn’t chosen the additional refrigerator option in your agreement, then 2-10 HBW couldn’t cover that fridge.

After reviewing and confirming your coverage, it’s time to request service.

2. Request service from 2-10 HBW

You can request service online or by phone. Here’s how to do each.

Online

Sign in to the 2-10 HBW Homeowner Portal  to place your request online. We’ll ask you to enter the brand and model number for your claim. This will help us dispatch the best service professional possible in your area. You’ll then answer a few simple questions about your situation.

By phone

Call (800) 775-4736, and one of our friendly team members will walk you through the process. We’ll confirm that we have your current email address and phone number so we can send you updates about your service request.

We assign service professionals based on trade specialty, location, high ratings and your availability. We’ll also provide you with the service pro’s contact information via email so you can keep in contact with them.

3. Diagnosing the service issue

When your service professional arrives, they’ll collect the appropriate service fee based on the coverage you chose, unless you paid it when you submitted the service request online or by phone. Then, your professional will diagnose the problem and report their findings to us to confirm coverage.

Once we at 2-10 HBW confirm that your home warranty covers your claim (2-10 HBW pays 97.5% of claims), we will approve the repair/replacement, and the service professional will proceed with fixing the issue.

4. Repair or replace

First, your service professional will determine how long it will take to repair the problem. Sometimes, service professionals can fix the problem that day. If that’s not possible, 2-10 HBW will schedule a date for repair at your convenience. You won’t be charged any additional fees to complete the repair. On the rare occasion that the service professional doesn’t have the parts necessary for the repair, we’ll do our best to expedite them.

If your covered item isn’t repairable, 2-10 HBW will replace it with an item with similar features, efficiency and capacity, up to the dollar limits applicable to your specific Service Agreement.

5. Share your feedback

Once we’ve completed your service, we encourage you to share your feedback. In addition to Google, there are several places you can share your feedback.

Our goal is to make protecting your home simple and economical, and we want to do everything possible to achieve it. Your feedback plays a big part.

When something goes wrong in your home, it can be expensive and inconvenient. But with a home warranty from 2-10 HBW, protecting your home is simple and economical.

2-10 HBW offers the most comprehensive home warranty coverage for homeowners. Let us help you protect your home.