When a covered home system or appliance breaks down, submitting an AHS service request is how you put your home warranty to work. Here's what you need to know about when to request service, how to submit a request, and what happens next. Explore AHS home warranty plans to see what's covered before an issue comes up.
Your AHS plan agreement is the definitive guide to what's covered, what's excluded, and what the coverage limits are for each system and appliance. The more familiar you are with it before something breaks, the smoother the service request process will be.
Here's what to review:
Not an AHS member yet? Explore coverage.
Submit an AHS service request whenever a covered system or appliance breaks down due to normal wear and tear, improper installation/repairs, or lack of maintenance. Don't request service for known, pre-existing issues, cosmetic issues, or damage caused by misuse, as those fall outside your coverage.
Here are some real-world examples by plan type. Keep in mind that being listed as an example below doesn't guarantee coverage; your specific plan agreement determines what's actually covered.
| ShieldSilver | |
| Do request service if… | Don't request service if… |
| Your AC stops cooling | You need your HVAC filter changed |
| Your main breaker is blowing fuses or malfunctioning regularly | A switch plate is cracked but the switch is still functioning. |
| Your toilet is leaking and you can't identify the source | A pipe froze and burst during the winter |
| ShieldGold and ShieldPlatinum Everything in ShieldSilver plus: |
|
| Do request service if… | Don't request service if… |
| Your dishwasher has standing water that won't drain | There is a dent or scratch on the door of the dishwasher that doesn't impact the use of the item. |
| Your oven won't reach pre-set temperatures | Your oven light bulb burns out |
| Your refrigerator has stopped cooling | You need to adjust your refrigerator's temperature setting |
| Your clothes aren't drying despite a clean lint filter and clear exhaust | The dryer vent is clogged with lint and needs to be cleaned out. |
| Your garbage disposal hums but won't grind with a free flywheel | Your garbage disposal has a bad odor |
| Your water heater stops working | You would like your water heater flushed as annual maintenance |
One important note: Your home warranty coverage begins 30 days after you sign up. You won't be able to place a service request until that waiting period has passed. Learn more about the AHS waiting period.
Not sure what's covered under your specific plan? Check your agreement in MyAccount or review our guide to home repairs covered by a home warranty.
If you have a ShieldGold or ShieldPlatinum plan, video chat is available to you as a member benefit at no extra cost. Before submitting a service request, it's worth considering whether a quick video chat could help.
Using the AHS app, you can connect with a live repair Expert who can see exactly what you're seeing via your phone camera. They can help you assess the issue, walk you through basic troubleshooting, and determine whether a service request is the right next step, potentially saving you time.
Video chat is not a service request, and it's not part of your warranty coverage. It's a diagnostic tool that can help you make a more informed decision. Learn more about AHS video chat and how it works.
Video chat hours are from 8AM–9PM CST, 7 days/week. Subject to change. Video chat available as a member benefit with select AHS plans.
When your AC starts leaking or stops working altogether, you don’t have to guess what’s wrong. With the benefit of video chat. ShieldGold™ and ShieldPlatinum™ members can connect with a vetted repair Expert in real time for step-by-step guidance.
Video chat available as a member benefit with select AHS plans. Video chat hours are from 8AM - 9PM CST, 7 days/week. Subject to change.
Placing a service request with AHS is straightforward. You can submit one 24/7 through three channels:
When you submit your request, you'll describe the issue and select the type of system or appliance involved. Once submitted, you'll pay your preset service fee—the fixed amount you agreed to when you purchased your plan.
Request service with the AHS app
Submitting a service request is easier than ever. Download the AHS app to submit and track service requests, pay your Service Fee, connect with your Pro, and manage your coverage.
After you submit a service request and pay your Service Fee, a Pro will be contacted within 48 hours to schedule an in-home visit.
After you submit a service request and pay your Service Fee, AHS will assign a Pro from our network. That Pro will be contacted within 48 hours to schedule an in-home visit. You'll receive the Pro's contact information in case you need to reschedule.
When the Pro arrives, they'll assess the issue and report their diagnosis. AHS will verify whether the problem is covered under your plan.
If the issue is covered, the Pro will complete the repair. If the item can't be repaired, it will be replaced per your plan's coverage terms.
See the plan agreement for coverage details, including service fees, limitations and exclusions. Coverage limits and charges for non-covered items may apply.
Sometimes repairs take longer. Common reasons include parts that need to be ordered, supplier delays, or issues that require additional diagnosis. If any of these apply, the Pro will walk you through next steps. If repairs exceed your coverage limits, AHS will inform you of any out-of-pocket costs and get your approval before proceeding.
Yes. AHS stands behind every completed repair with their 30-day workmanship guarantee. If the same issue recurs within 30 days of your completed service, contact AHS and a Pro will return to your home at no additional cost.
When a covered system or appliance breaks down, AHS makes it easy to get help fast. Submit a service request online in minutes, pay your Service Fee, and we'll. connect you with a qualified, repair Pro.
AHS assumes no responsibility, and specifically disclaims all liability, for your use of any and all information contained herein.
You can reach AHS customer service by calling 1-800-858-1922, logging in to MyAccount, or using the in-app chat feature under the "Help" section of the AHS app. Service requests can be submitted 24/7 online or through the app without waiting on hold.
Yes. You can submit a service request 24 hours a day, 7 days a week via the AHS app or MyAccount. Phone support is also available around the clock at 1-800-858-1922.
No. AHS does not place a limit on the number of service requests you can submit for covered items. However, individual coverage limits and exclusions may apply depending on your plan. Review your plan agreement in MyAccount for the specifics.
