This company never calls the repair company. They leave it for you to deal with. They could care less how long you sit without service. They won't cover what you believe is covered under your policy. They'll offer you different options of coverage such as paying disposal fees for hot water heaters or covering only the cost of the hot water heater and sending you a reimbursement check within 2 weeks - you pay for installation. So what did I pay for home warranty coverage for? I've now sat for almost 2 weeks without a hot water heater. No one cares and no one wants to call you back. Even the service repair contractor plumber! Do not use this company! They stink!