Business ProfileforHome Warranty of America

On June 7, 2021 Home Warranty of America responded to BBB, and provided the following statement to address the pattern of customer complaint:

Home Warranty of America (HWA) serves hundreds of thousands of homeowners across the United States. Excellent customer service and quickly resolving all warranty claim issues is at the core of what we do. But due to Pandemic, the last year and a half has been challenging for our customers, employees and the business. Yet, we continue to put our customers first and have since adapted our business model to ensure best in class service going forward.

To ensure sufficient people resources and maintain service levels, we’ve implemented the following:

· We have nearly doubled our customer care staff, ensuring that we have more than enough employees to support our portfolio

· We’ve implemented more robust Standard Operating Procedures to improve visibility and the handling of aged claims

· Launched a partnership with AIG Warranty to support and manage claims for all new and renewed customers

· Launched the InformU Proactive Update Program which provides an update via text or a phone call to customers if the claim is still unresolved at 72hrs.

These actions are just a few implemented to date but have helped to reduce Call Waiting and our Time To Serve metrics where ultimately, the goal is to resolve customer issues as quickly as possible. Additionally, we continue to add more employees on a regular basis, and as more of our new hires are fully onboarded, we expect to see call wait times further decrease, and claims resolved even quicker.

Our customers’ concerns are very important to us, and we will continue to support them through these difficult times.

Best regards,

Eden Wallace

Sr Manager of Escalations

Home Warranty of America

BBB will monitor this company's efforts. This aspect of the Business Profile will be updated once additional information becomes available.