We’re reducing hold times and simplifying submitting claims
One of our goals at 2-10 Home Buyers Warranty (2-10 HBW) is to improve the experience of home ownership for you. Now, we’re working on reducing your hold times, simplifying submitting claims, and getting you the assistance you need more efficiently, just in time for the busy summer season! Here’s how.
Homeowner Portal has a new Action Center
We’ve created an Action Center in Homeowner Portal that will give you more power to reduce the time you spend on hold, self-serve, check the status of your claim, and submit invoices for reimbursement.
You’ve always been able to submit claims online though Homeowner Portal, which is the best and most effective way to do so. And you should always submit new claims through Homeowner Portal when you experience a covered breakdown.
There’s no need to call customer service to submit a claim. Simply file online—it’s quicker, easier, and the best way to get the service you need when you need it. Calling in doesn’t compare.
Now, here are some of the new things the Action Center lets you do, which will help reduce hold times for you.
Contact your contractor directly for status updates
Until now, you had to contact 2-10 HBW for status updates relevant to your claim. That sometimes led to longer-than-ideal hold times and information delays, especially during the busy season.
Now, through Homeowner Portal, you can request status updates from your Service Contractor directly. That means fewer games of Telephone, and more direct communication between you and the person addressing your breakdown.
So, if you need to speak with someone about your claim’s status, just sign into Homeowner Portal and request it from your Service Contractor. No call to 2-10 HBW required!
Request sooner service through Homeowner Portal
Currently, when you submit a claim, 2-10 HBW assigns the best and most quickly available local Service Contractor in our network. They then contact you to set up a time and date for your appointment.
But if that time and date doesn’t work for you, you’d have to call 2-10 HBW to request sooner service. That could lead to long hold times during busier seasons, which no one wants!
To address this, we’re giving you the power to request sooner service directly in Homeowner Portal. You’d just need to wait at least 24 hours after submitting your claim to do so. That gives the Service Contractor time to try to set an appointment with you.
It’s important to know that requesting sooner service doesn’t guarantee that a different local Service Contractor will be able to set an appointment at a time that’s better for you. During busier seasons, just about every Service Contractor—from air conditioning to plumbing to appliances—can find themselves backed up with work.
However, making the request through Homeowner Portal gives you the power to begin looking outside of our network of contractors for someone who can meet with you when it works for you. It also helps us approve your Out-of-Network Contractor more efficiently should you choose to use one.
So, if you decide you need sooner service and want to use an Out-of-Network Contractor to achieve it, it’s now much easier to do through Homeowner Portal.
Finally, please make sure you understand the terms and conditions that apply to using an Out-of-Network Contractor.
In some cases, you may need to submit documentation to 2-10 HBW for reimbursement purposes. For example, if you wanted to take advantage of our Lock & Hardware program or Appliance Replacement Offer.
We’ve made it even easier for you to do that in Homeowner Portal. That can lead to quicker, more efficient reimbursement for you.
If you need to submit documents for reimbursement, Homeowner Portal—rather than calling in—is the way to go.
Escalate claims when necessary
Finally, 2-10 HBW is giving you the power to escalate claims yourself when necessary. Before, you needed to contact your real estate agent or a 2-10 HBW representative to escalate a claim.
Now, you can do so in Homeowner Portal. That can reduce your hold times and help you get the service you need when you need it.
There are a couple of things to remember about escalating your claim.
- You must wait at least seven days after submitting your claim to escalate it.
- You should NEVER submit more than one escalation per 24-hour period. Submitting multiple escalations doesn’t complete your request more quickly. It will instead create significant delays for you. We prioritize the oldest escalations by property. Submitting multiple escalations will continually move your escalations to the back of the queue.
2-10 HBW always works to improve your experience of home ownership
We’re excited to provide you with easier ways to reduce hold times, communicate with us, and fulfill your needs. We’re adding these improvements to reduce the time you spend on hold during the busy season.
And again, if you need help using Homeowner Portal, we have several guides to help you get comfortable with it. To access them, you just need to sign into Homeowner Portal.
If you haven’t set up your Homeowner Portal account, click here to start. And remember: Homeowner Portal is the best way to submit claims. So file online to avoid hold times!
2-10 HBW offers the most comprehensive home warranty coverage for homeowners. Let us help you protect your home.