HomeServe Frequently Asked Questions

Who is HomeServe? 
HomeServe is an independent company and leading provider of emergency home water and sewer pipe repair services and protection plans to homeowners across the U.S. Accredited by the Better Business Bureau, HomeServe protects over 2 million homeowners in the US and Canada and provides emergency water and sewer pipe repair plans through utility companies, municipalities and directly to consumers.

Does WSSC perform the emergency repairs?
No. The service plan agreements are issued directly to customers by HomeServe, and all emergency repairs are performed by local, licensed and insured contractors hired and paid for by HomeServe. All repair work must be performed in accordance with applicable codes.

Why did WSSC select HomeServe?
WSSC selected HomeServe as part of our ongoing commitment to customer service. Often WSSC customers look to WSSC when water and sewer pipe emergencies happen on their property and then are disappointed to learn that WSSC is not responsible for these repairs since they occurred on private property. 

WSSC sees the agreement with HomeServe as an opportunity for customers who choose to do so, to guard against unexpected emergency repair costs by purchasing a protection plan at an affordable price. Purchasing a protection plan from HomeServe is purely OPTIONAL and our customers have NO OBLIGATION to do so. 

When WSSC selected HomeServe, it had already gone through a thorough competitive bidding process with the City of Baltimore, and had a similar contract with the City. WSSC is permitted under the law to “ride” that contract and elected to do so, while negotiating contract provisions that are specific to WSSC and its customers. HomeServe is the largest provider of water and sewer line protection plans in the country, and has agreements with over 60 utilities and municipalities as well as with AARP.

Am I required to purchase a HomeServe plan?
No. This is an optional service. WSSC customers are not required to purchase a plan from HomeServe or any other company.

Do other companies offer these plans?
Yes, there are other companies offering similar products and WSSC customers are free to purchase from them.

If I am a WSSC customer, will HomeServe charges automatically begin showing up on my bill?
No. Customers who sign up for these plans will be billed directly by HomeServe, not WSSC. It is important to note this is an optional service offering.  HomeServe is a private, independent company. Customers are not obligated to select a service plan, nor are they automatically enrolled.

Who is responsible for repairing the water and sewer pipes on my property?
Many homeowners don’t know that they, not WSSC, are responsible to pay for repairs to the water and sewer pipes on their property and inside their homes.   

Does my homeowner’s insurance cover repairs for systems in my home?
Many homeowners believe their utility companies or homeowners insurance are responsible for emergency repairs to the water, sewer, plumbing, electrical, heating and cooling systems, but the reality is that in most cases the homeowner is responsible. Most basic homeowners’ insurance policies do not cover repair or replacement of these lines, but you should check with your insurance company to be sure.

What are some of the things I should consider in deciding whether to purchase a HomeServe protection plan?
The older the neighborhood, the older the pipes, so that is a consideration. Have your neighbors been having problems with their water or sewer lines either inside or outside the home? That is a consideration. And as stated above, customers should determine if their homeowner’s insurance already provides coverage for these types of issues. Make sure you own the land above your water/sewer lines – this may impact coverage.

I lost my application to purchase a HomeServe plan?
If you are interested in learning about or purchasing the coverage provided by HomeServe you can call them toll-free 1-844-713-7208 or visit www.HomeServeUSA.com/WSSC.

After I purchase a plan, when does my coverage begin?
Once you sign up, there is a 30-day waiting period before the service starts and before you are billed. You may cancel at any time.

I need a repair. What steps should I take?
Step 1: After your coverage start date, if you should experience a home repair emergency that is covered by your plan, call HomeServe toll-free at 1-844-713-7208 and one of their customer service specialists will assist you with your claim.  Repair assistance is available 24 hours a day, 7 days a week.
Step 2: A licensed*, insured and qualified plumbing technician will be dispatched to your home, by HomeServe, to make the covered repair or replacement.
Step 3: Once repairs are completed, HomeServe pays the technician directly up to the annual benefit amount.  All permanent repairs are guaranteed for one year.
WSSC is not responsible for the repair work performed by the HomeServe program. It is totally the responsibility of HomeServe.

Who should I call if I see broken water main or sewer back-up not on my property?
Customers should call WSSC’s Emergency Call Center if they see any type of break or back-up that is not on their property: 301-206-4002.

How do I cancel my plan?
You can let HomeServe know at any time that you no longer want this coverage. HomeServe can be reached toll-free at 1-844-713-7208.

How does WSSC benefit financially from this agreement with HomeServe?
WSSC does not benefit financially from this arrangement but our customers do. HomeServe has agreed to create a hardship fund to provide low-income customers with the peace of mind that HomeServe service repair plans provide. The program is called HomeServe Cares and may meet the needs of eligible homeowners who are faced with a service emergency but have no service plan or access to funds to cover the repairs. Those homeowners must complete an application online and meet specific criteria. If approved, repairs are made at no cost up to the amount that would otherwise be covered by a HomeServe plan.  More information is available at www.HomeServeCares.com

How does the HomeServe Cares program work?
If you are a WSSC Customer who cannot afford to purchase a HomeServe plan, you may qualify to receive emergency repair funds through the HomeServe Cares program. To qualify, you must complete an application and meet specific income and eligibility requirements. HomeServe attempts to process applications within 24 hours, and if you qualify will dispatch a repair contractor to your home, typically the same day your application is approved. Repairs are made at no cost, up to the amount that would otherwise be covered by a HomeServe plan. Funds are limited and are available on a first come-first serve basis. More information is available at www.HomeServeCares.com.

How do I know if I qualify for HomeServe Cares assistance?
You must apply to HomeServe Cares. 

*All plumbers in the State of Maryland who provide work for WSSC customers are required by law to be licensed by WSSC.

 

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