I have never gotten the type of response from any other home warranty company. I had a water leak, which was in the house, which resulted in me turning the water off to the house. When I called and told them I was told that I would get an email (which could a day) about how to proceed. I got the email a good day later telling that they needed pictures before they could do anything further. When the water company came they told me that I may just need to replace a particular part (which I did on my own) and so far so good. I have yet to hear anything from this warranty company. They lost a customer.