Home Warranty of America (HWA) Review (2018)

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Home Warranty of America (HWA)

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Is Home Warranty of America the right pick for your family?

HWA, overall, has very good reception from customers. Some of the big wins that people like are prompt service, professional representatives, and online claim portal. However, not everyone has had such a great experience. Some folks have had some issues getting their claim taken care of and there are reports of some run-arounds. One of the most important things is to read your contract -- all of it before you sign. Oftentimes there are common elements that may not be included.

Home Warranty Scores

Overall Score: 8.7/10

Customer Satisfaction: 8.7/10

Prompt Service: 8.6/10

Repair / Replace Quality: 8.8/10

Price Range: $274-$694

Deductible: $60-$100

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Company Details

Home Warranty of America (HWA) is the subsidiary of Direct Energy, the largest energy retailer in the United States, and is a subsidiary of Centrica, a multi-national utility company based in the UK. HWA was founded in 1996. Here are more company details:

HWA
HeadquartersLincolnshire, IL
States ServedAll States
BBB RatingB
Employees~201-500

Product Details

Overall, HWA offers a variety of plans for both realtor, new home buyers, and existing home owners. In this section, we'll go through the options for both existing home owners. For new home buyers, see the real estate section. Here is a breakdown of the plans:

PlanCoverage Items
Premier Plan (Existing Home Owners)With select exclusions:
  • heating/furnace
  • ductwork
  • plumbing system
  • stoppages/clogs
  • toilet
  • sump pump
  • water heater
  • instant hot water dispenser
  • whirlpool bath tub
  • electrical
  • ceiling & exhaust fans
  • door bells (+burglar/fire alarms)
  • central vacuum
  • dishwasher
  • garbage disposal
  • built-in microwave
  • range/oven/cooktop
  • trash compactor
  • garage door system
  • kitchen refrigerator w/ ice maker
  • washer/dryer
Premier Plus (Existing Home Owners)All Premier Plan and:
  • increased covereage on exceptions and up to $500 replacement limit
  • A/C system/evaporator cooler
Optional Items (Existing Home Owners)A la carte options:
  • 2nd refrigerator
  • freezer
  • SEER/R-10A modifications
  • pool/spa combo
  • additional pool/spa
  • salt water pool
  • GreenPlus (replacements will be ENERGY STAR)
  • septic pumping
  • septic system
  • roof leak repair
  • well pump
  • premium coverage
  • and OrangePlus (which includes water softener, code violations, removal of defective equipment, re-key, and increase in $ limits)

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Exclusions:

  • Per unit exclusions -- please read contract
  • Electric or computerized energy, or lighting management systems excluded
  • Adequacy or capacity of appliances, components or systems -- improper installation, design, manufacturers defect, or previous repairs.
  • Equipment that is commercial grade.
  • Pre-existing conditions (you must do routine maintenance)
  • Secondary damage (damage from: chemical or sedimentary build up, insect infestation, mold, mildew, or bacterial manifestations, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, theft, intentional acts, riot, lightning, mud, earthquake, soil movement or soil settlem ent, storms , accidents, pest damage, Force Majeure Events, failure due to excessive water pressure or any other perils not conside red loss or damage due to normal wear and tear

Ease of Making Claims

As a subidiary of a large energy retailer, HWA has a locked-down marketing funnel with cross-over customers from its parent's other lines of businesses. That said, it operates autonomously when it comes to providing service and finding service providers. Most find the online claim portal to be straight forward and easy to use. Some have described long call wait times if calling in.

Positives

  • Online claim portal is easy and available for most issues

Negatives

  • There are long hold and wait times on the phone
  • Some issues with being disconnected on the phone
  • Escalating issues can be difficult

Repairs & Replacements

For most customers, dealing with repair service providers has been straight forward and simple. However, some have had issues when items aren't covered with having to pay the deductible just to send someone out without repairing. This can be really painful as people feel that they aren't paying for anything at all. This is really important to read the contract carefully to make sure you understand when the deductible will be charged.

Realtor Tools & Plans

HWA offers sales tools for realtors including co-branded marketing materials and website buttons that make things simple to enroll your clients. Also, with marketing automation materials, realtors can get a boost of extra exposure. In terms of plans: HWA offers 13 month plans for realtors and recent home buyers or sellers. The coverage options are similar to the existing home owner packages, but more versatile to real estate officers.

PlanCoverage Items
13 Month Plan Gold (Buyers or Sellers)
  • unknown pre-existing conditions
  • unknown insufficient maintenance
  • heating system/furnace
  • ductwork
  • plumbing system
  • stoppages
  • sump pump
  • electrical
  • water heater (including tankless)
  • dishwasher
  • garbage disposal
  • built-in microwave
  • range/oven/cooktop
  • trash compactor
  • whirlpool bath tub
  • door bells/burglar or fire alarm
  • ceiling or exhaust fans
  • central vacuum
  • pest control
  • instant hot water dispenser
  • built-in food center
  • garage door opener
  • cooling system or A/C
13 Month Plan Platinum (Buyers or Sellers)All in Gold plan and:
  • Premium coverage (30 items usually not covered)
  • OrangePlus (code violations, improperly matched systems, removal of defective equipment, and increases limits on some items)
Optional Coverage
  • GreenPlus (replacement is ENERGY STAR qualified)
  • washer/dryer
  • kitchen refrigerator
  • roof leak repair
  • wet bar refrigerator/2nd refrigerator
  • stand-alone freezer
  • external water line
  • sewer/septic line repair
  • pool/spa
  • additional pool/spa
  • salt water pool
  • SEER/R-410A modifications
  • well pump
  • septic tank pumping
  • septic system/sewage ejector pump
  • cooling system/A/C
  • OrangePlus
  • Premium Coverage

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Home Warranty of America (HWA) vs. Other Top Home Warranties

HWA vs. American Home Shield

HWA and American Home Shield both have good online portals, realtor tools and materials, and holistic plans to choose from. American Home Shield pulls ahead of HWA when it comes to customer reviews and customization of plans for individual home-owners. These elements make American Home Shield a big win.

HWA vs. First American Home Warranty

Both HWA and First American have good online portals for customers that make it easy to manage plans. First American beats on both price, and reviews from customers on service. Although First American isn't perfect either and there is customer confusion and anguish in some cases, it may be a better fit for most home owners.

HWA vs. Choice Home Warranty

Although Choice Home Warranty doesn't have service in California, it pulls ahead of HWA when it comes with overall service and standard deductible. Also with a quickness of service that is hard to beat, Choice Home Warranty customers felt like they could get more done faster than with HWA.

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Disclaimer

Finding the right home warranty in an ocean of online reviews can be a tedious task. This site's purpose is to provide a detailed account of available home warranties and service plans in the US. The scores here are based on aggregated reviews from other sources across the Internet and although we have tried only to find trustworthy reviews, the scores may be affected if outside sites do a poor job mitigating fake reviews.

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