Low and Moderate Income (LMI) Customer Engagement Solution
Offering protection plans helps to safeguard low and moderate income homeowners against major unexpected repair expenses. Repair plans for a range of residential lines and systems are an affordable and predictable monthly budget item that enhances peace of mind.
To further enhance affordability, a portion of the revenue generated by the protection plan offer can be dedicated either to offset the cost of service plans for LMI homeowners or to create a fund to assist the most at risk customers with repairs.
Customers of HomeServe utility partners may also apply to receive pro-bono services through the HomeServe Cares Foundation.
Customer Story
HomeServe Repairs Air Conditioner Just in Time for Summer Heat
Mid-June on the East Coast typically marks the beginning of hotter summer weather, and this year it was no different for Kenneth L. of Fort Washington, Maryland. But to his surprise one June morning, his air conditioning stopped blowing cool air out of the blue.
“As homeowners, we all know that these things happen both unexpectedly and often at the worst possible times,” Kenneth said. “I’m retired and home most of the time. So, between the hot weather and residual smoke from the wildfires up in Canada, not having air conditioning at that time would have been dangerous for my health.”
More LMI Articles
Latest Articles
Gas Plan Saves Customer Money and Peace of Mind
When Lynda T. from Tyler, Texas, was hospitalized for a brief period, her daughter diligently...
Protection Plans
Exterior Electric
Covers repair or replacement of exterior high-voltage wiring and components.
Interior Electric
Covers repair or replacement of interior high-voltage wiring and components.
Gas Line
Covers the gas line or primary propane line and appliance connectors inside or outside the home.
Heating / Cooling
Covers repair or replacement of electric, natural gas, or propane water heater.
Heat Pump
Covers repair or replacement of system components and one annual tune-up.
Surge Protection
Covers repair or replacement of electrical products that fail due to an electrical surge.
Water Heater
Covers repair or replacement of electric, natural gas, or propane water heater.
Water Service Line
Covers repair or replacement of a permanently blocked, leaking, or low pressure line that provides fresh water to the home.
Sewer / Septic Line
Covers repair or replacement of a permanently blocked or leaking line that takes wastewater from the home.
Interior Plumbing
Covers unblocking, repair or replacement of interior water service and drainage pipe materials, valves and other plumbing-related material.
Electric Vehicle Charging
Covers reimbursement for malfunctioning Level-2 charger and repair/replacement of interior wiring and components.
Tech Protection
Multi-device coverage for mobile phones, tablets, computers and TVs.
Exterior Electric
Interior Electric
Gas Line
Heating / Cooling
Heat Pump
Surge Protection
Water Heater
Water Service Line
Sewer / Septic Line
Interior Plumbing
Electric Vehicle Charging
Consumer Electronics
Capabilities
Program Development
Anchored by a team that has extensive experience in the insurance and consumer services industries, HomeServe’s program development follows a process that recognizes customer needs, capitalizes on our underwriting depth and knowledge, and marries those needs with our marketing and operational capabilities. This ensures that we are creating comprehensive offerings for our customers, with the optimal balance of coverage and price. This leads to high participation rates and a generous revenue share for our utility partners.
Public Awareness Generation
Prior to launching a home protection program, HomeServe deploys a thorough pre-marketing education campaign. This campaign could include public relations and press releases, bill insert messages and information on the utility’s website. HomeServe has an internal public relations department that proactively engages with local constituents to provide material, clarity and responses to city officials, the media and the public. Additionally, we will train the utility’s call center staff to handle calls about the program and forward customers to HomeServe. We also provide scripts with frequently asked questions and answers about the program to use as a reference.
Multi-Channel Education
HomeServe’s in-house staff of over 75 marketing professionals produces multi-channel educational campaigns and customer communication strategies encompassing direct mail, inserts, website and web advertising, inbound and outbound telemarketing, e-mail, public relations, and social media, that yield outstanding customer participation, retention and customer satisfaction. Leveraging the results of hundreds of tests across dozens of utility partners, and through active partner collaboration, the team produces communications that educate consumers, positively reflect partner brands, drive customer participation, and ultimately lead to demonstrably higher levels of customer satisfaction with your utility.
Contractor Management
HomeServe currently manages over 2,600 independent contractor firms across North America. We have the ability to onboard local contractors, including those within your own established network, as relevant. We leverage trade associations and government registries to ensure relevant criteria are met, including MWBE requirements. Contractors must have a BBB rating of A or higher; positive feedback of 90% or better; and the ability to provide 24/7 emergency service while also meeting all stringent compliance requirements, including valid licensing, bonding and insurance; drug screening and background checks, and willingness to sign our contractor agreement that stipulates performance standards, code of conduct and more. HomeServe employs Regional Operations Managers (ROMs) to ensure all work is performed to our high standards and is compliant with all local codes, regulations and permit requirements. Contractor performance is continually tracked and measured to ensure customer satisfaction.
Marketplace
HomeServe can work with utility partners to integrate home protection products and installation services to broaden marketplace offerings and create a more cohesive customer experience. HomeServe’s expertise in multichannel marketing drives consumers to our products on utility marketplaces, increasing site traffic, visibility, and opportunities for engagement about residential energy efficiency.