Frequently Asked Questions: Claims

Once I submit a claim, how long will it take for me to get an appointment?

The service provider that will be assigned to your request will be in contact with you shortly after you file your claim to schedule an appointment at your home. Most appointments will be scheduled during normal business hours. If you do not hear from the service provider within 24 hours, we'll provide you with a number so that you can contact them directly.

When do I pay the service fee?

You are responsible for the service fee or the actual cost of the service, whichever is less. The service fee is payable to the service provider at the time of service.

How soon will a service technician be available to work on my claim?

Appointments should be set within 48 hours of the service request being placed or what is mutually agreed to between you and the service provider.

What will happen when the service provider arrives at my home?

After the service provider arrives at your home, they will diagnose the problem, and if necessary, call the HWA Authorization Department to determine coverage and obtain authorization to proceed with the repair or replacement. Keep in mind, that for most repairs, the service provider will be able to complete the service request while at your home.

How long will it take for equipment or parts to arrive?

If equipment or parts are necessary to complete the repair or replacement, HWA's Purchasing Department will order the equipment. Please allow 5-7 business days for equipment to arrive.

What happens when the parts are delivered?

Once the equipment or parts are delivered, the service provider will be back in contact to schedule an appointment at your home to complete the repair or installation.

Our video explains how to file a claim and what to expect through each step of the process.