Home Protection Plan Solution

HomeServe offers a wide range of home protection plans, including those covering the repair or replacement of private-side water and sewer lines and interior plumbing and drainage lines, which are offered to providers as the NLC Service Line Warranty Program by HomeServe, the only program of its kind endorsed by the National League of Cities.

The solution includes homeowner education to clarify service line responsibility and understanding of how to solve issues though the provider and repairs performed by local licensed plumbers. Simply offering these solutions increases customer satisfaction and goodwill, and customer adoption of protection plans lifts CSAT further through the delivery of a white-glove service experience.

The solution can generate revenue for the water provider that can help fund public infrastructure upgrades and key programs.

Protection Plans Include:

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.

Water Heater

Covers repair or replacement of electric, natural gas, or propane water heater.

Surge Protection

Covers repair or replacement of electrical products that fail due to an electrical surge.

Gas Line

Covers the gas line or primary propane line and appliance connectors inside or outside the home.

Electric Vehicle Charging

Covers reimbursement for malfunctioning Level-2 charger and repair/replacement of interior wiring and components.

Heat Pump

Covers repair or replacement of system components and one annual tune-up.

Tech Protection

Multi-device coverage for mobile phones, tablets, computers and TVs.

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.

Heating / Cooling

Covers repair or replacement of electric, natural gas, or propane water heater.

Water Service Line

Sewer / Septic Line

Interior Plumbing

Water Heater

Surge Protection

Gas Line

Electric Vehicle Charging

Heat Pump

Consumer Electronics

Exterior Electric

Interior Electric

Heating / Cooling

Customer Story

NJ Woman Gets Home Repair Help

Rashida B. of Silver Spring, Maryland, is a big believer in being prepared.

“I have insurance for everything,” she said. “You never know when you’re going to need it.”

So, when she became aware of plans that would allow her to protect herself from the cost of emergency home repairs, she signed up without hesitation.

“Once I was told about HomeServe, I immediately got it, because I don’t want to go through the hassle of a repair,” she said. “Some people in my HOA (Homeowners Association) also have it, and the person who is in charge of the landscaping said that HomeServe is very good, better than the competitor.”

Being prepared against any disaster ended up serving Rashida well when her local water and sewer department arrived to learn why so much water was being lost from their system.

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.

Program Administration

Implementing and managing an effective home protection plan program requires considerable investment, additional technologies and dedicated resources. With HomeServe you and your customers gain access to our best-in-class expertise in every aspect of program management and service delivery—extensive educational marketing resources; order fulfillment and billing infrastructure; award-winning, U.S.-based 640+-seat service center, and a local network of rigorously vetted contractor firms across various trades available to serve your customers. In effect you maintain control over the program with an expert partner—while also receiving program royalty revenue.

Water Solutions