General information AHS

The customer is calling because their ac unit stopped working due to an electrical surge, this issue will be covered under the customer contract?

• yes, this will be a partial denial, we can solve the ac issue but not the electrical facilities

• No, it won't be covered because the ac unit brand is not allowed by AHS

• yes, We can send a tech to solve both issues the ac unit and the electrical wiring as well

• No, It won't be covered because the cause of the issue needs to be normal wear and tear

If you receive a callback request how is the proper call opening?

• none, just leave until it disappears

• Hi, this is (your name) from American Home Shield / HSA Warranty Company on a recorded line, calling you regarding your recent request for a callback, please let me know how may I assist you.

• Hi thank you for calling AHS this is (me) who are you?

• Hi, thank you for calling how can I assist you?

If my cat fall into the washer..

that will be normal wear and tear?

• Yes, Because it was an accident

• Yes, AHS cover major systems and pets

• No, In that case the cat will be responsible

• No, Only normal wear and tear is covered

• It depends on the situation

What is NOT necessary to validate in the call

• Customer full name

• Customer E-mail

• Marital status

• Property address

On which way the customer is able to get a replacement for a covered item

• When a previous dispatched AHS service contractor request the replacement

• When the customer submits a replacement request letter to customer service

• When the customer purchased a new unit and AHS made reimbursement