Need to File a Claim?

What Is a Home Warranty Claim?

A home warranty claim is a request for covered repair or replacement when a system or appliance in your home fails due to normal wear and tear. Unlike home insurance (which covers sudden damage from fire, theft, or weather), your Empire Home Protect home warranty covers things that break from everyday use — your AC in July, your water heater after a decade of service, your refrigerator when the compressor gives out.

Most Empire Home Protect claims follow the same simple process: you file, we review, a technician is dispatched, and the repair is handled. You pay a flat service fee per visit — the plan covers the rest, up to the coverage caps in your specific plan.

When Should You File a Claim?

File a claim as soon as you notice a covered system or appliance has failed or is malfunctioning. Waiting can make damage worse and may affect coverage. Common triggers that mean it’s time to file:

• Your AC is blowing warm air, making unusual noises, or won’t turn on
• Your furnace won’t ignite or is cycling irregularly
• Your water heater isn’t producing hot water or is leaking
• A plumbing leak, clog, or pipe failure inside your home
• An electrical issue — tripped breakers that won’t reset, outlets not working, or panel problems
• A refrigerator, oven, dishwasher, or washer/dryer that’s stopped working
• Garage door opener that won’t open or close

If you’re not sure whether something is covered, call 1-888-211-4182 and we’ll check your plan before dispatching a technician.

Step-by-Step: Filing Your Claim

Here’s exactly what happens from the moment you call or submit a claim online:

1. Contact Empire Home Protect. Call 1-888-211-4182 or submit your claim online at empirehomeprotect.com/file-a-claim. Have your contract number and a description of the issue ready.
2. Claim review and coverage confirmation. Our team verifies your plan, confirms the covered system or appliance, and approves the claim. This typically takes 24 to 48 hours.
3. Technician dispatch. A licensed local technician from our nationwide service network is assigned to your claim. You’ll receive their contact information and an expected arrival window.
4. Diagnosis. The technician visits your home, diagnoses the failure, and determines whether the system needs repair or replacement.
5. Repair or replacement. The technician handles the approved repair or replacement. You pay only the flat service fee — Empire Home Protect covers the rest.
6. Claim close. Once work is complete, the claim is closed and documented in your account history.

How Long Does a Claim Take?

Most Empire Home Protect claims move quickly. Here are typical timelines:

• Initial claim review: 24 to 48 hours after submission
• Technician dispatch: Typically same-day or next-day once approved
• In-home diagnosis: At the first technician visit, usually within 1 to 3 business days
• Simple repairs: Often completed during the first visit
• Major replacements: 3 to 14 days depending on part availability and scheduling (HVAC replacements are typically the longest)

Emergency claims (no heat in winter, no cooling during extreme heat, major plumbing leaks) are prioritized.

What If My Claim Is Denied?

A denied claim is frustrating, but it doesn’t have to be the end of the conversation. Common reasons for denial include:

• Pre-existing condition — the system was failing before coverage began
• Lack of maintenance — damage was caused by failing to maintain the system
• Not a covered item — the failed component isn’t included in your specific plan
• Coverage cap reached — you’ve hit the per-item cap for that category
• Outside scope — damage was caused by something other than normal wear and tear

If your claim is denied, you have options. Request a written explanation, ask for an appeal review, or speak with a supervisor. In many cases, additional documentation (service history, photos, prior maintenance records) can help overturn a denial.

Documentation Tips for Faster Approval

Home warranty claims are approved and processed faster when you have clear documentation. Before you file, gather:

• Your contract or plan number (on your welcome packet or account dashboard)
• The model and serial number of the failed appliance or system
• Photos or video of the issue if it’s visible
• A short description of when the failure started and what you’ve already tried
• Service history if you have prior maintenance records for the system

The more specific your initial claim, the faster the review — and the faster a technician can arrive with the right parts.

Common Claim Scenarios and Outcomes

Here are real-world examples of typical Empire Home Protect claims:

• Central AC stops cooling in August. Covered. Technician arrives within 48 hours, diagnoses a failed compressor, replaces the part. Out of pocket: service fee only.
• Water heater leaks in the basement. Covered. Leak confirmed, water heater replaced within 5 business days. Out of pocket: service fee only.
• Refrigerator stops cooling. Covered. Technician replaces the compressor on the first visit. Out of pocket: service fee only.
• Furnace won’t ignite in December. Covered. Emergency priority. Technician arrives same-day, replaces the ignitor module. Out of pocket: service fee only.
• Kitchen faucet starts leaking. Covered. Plumber visits, replaces cartridge. Out of pocket: service fee only.

Frequently Asked Questions

Can I use my own contractor?

Empire Home Protect claims are handled through our vetted nationwide network of licensed technicians. If you prefer a specific contractor, call 1-888-211-4182 before filing so we can confirm whether they can be authorized for your claim.

Is there a limit on how many claims I can file per year?

There’s no strict limit on number of claims. Empire Home Protect plans cover multiple repairs throughout your plan year up to the per-item coverage caps specified in your contract.

Do I pay the service fee even if the repair isn’t covered?

The flat service fee covers the technician’s visit and diagnosis. It applies whether or not the specific repair is approved under your plan. However, in most cases where a failure is due to normal wear and tear on a covered item, the repair itself is covered.

Can I file a claim online 24/7?

Yes. Online claim submissions can be made anytime at empirehomeprotect.com/file-a-claim. Phone claims during business hours often move the fastest because you can get immediate feedback.

What if the technician says the repair isn’t covered but I think it should be?

Ask the technician to document their assessment, then call 1-888-211-4182 to speak with our claims team. In some cases a second opinion or supervisor review can change the outcome — especially if you have supporting documentation.

How do I know if my system is still under the manufacturer warranty?

If a system is still under manufacturer warranty, the manufacturer typically covers the repair first — your home warranty covers what the manufacturer warranty does not. Check the original paperwork or call the manufacturer with the model and serial number.