National Home Protection Complaint - Rejected a claim with unacceptable explanation
NEW YORK, NEW YORK -- My home is covered by a home warranty plan from this company. Recently I had to file a claim for a water heater that had started leaking on the top. Even though they talk about 24/7 claim service, it took them 3 days to respond to the claim by which time the water heater had stopped working. When they responded, they had a whole load of questions for me. The treatment was very rude...as if I did a crime by filing a claim with them. It took them another day to assign a plumber to look at it. After they told me a plumber has been assigned, it took them another half day and 3 more phone calls (with an average wait time of 15 minutes each) to send the fax to the plumber.
The plumber came in on the next day and took one look at the water heater and said, "You need a new water heater. I will get authorization from NHP and get it done". An hour later, he called me and said that NHP is dragging on the authorization. He himself seemed pretty frustrated with how NHP was treating him. He said, "We don't do business with NHP very often because of their practices". Anyway, NHP tactfully called me at work after I had gone home and left a voicemail saying, "Since our diagnosis indicated that you hadn't been flushing the water heater regularly, we cannot authorize this claim. Have a good day".
I had been flushing it regularly after I bought the house 3 years ago. Nevertheless, the water heater was 28 years old and as the plumber himself agreed, there is nothing you can do to prevent it from dying its natural death. NHP didn't even care to ask me anything or talk to me before just rejecting the claim.
When I called back, the associate was very rude and didn't have anything more to add. Then, I wanted to cancel the policy, but he pointed me to a clause on the contract that the policy cannot be cancelled. At that point, I realized that there is no point in talking to them anymore. I was without hot water for 3 days by now. So, I just walked into Lowe's and got my water heater replaced the same day.
I really want people to be aware of the bad practices of this company because right from purchase (now, that's another story), experiences have been very disappointing. But, it really hurts when you have a home warranty that is not worth the paper that it is written on. Right from my first contact regarding the claim, it was clear that they are trying hard to not honor the claim.
I hope my review helps anyone who is considering this company for home warranty. Stay away from them.