Category: Customer Service

America's Preferred Home Warranty, Customer Service, APHW Customer Service Cares

What Does an APHW CSR Do? We Care

Posted on | by Clive Gillett

America's Preferred Home Warranty, Customer Service, APHW Customer Service CaresAnyone can take a phone call and enter data into a computer. But America’s Preferred Home Warranty (APHW) customer service representatives (CSRs) are different, according to APHW CSR Supervisor Patty. “We aim to be heroes for our homeowners and REALTORS®,” she said. “We care — and that’s what we’re best at.”

From the Root

It all starts with the family-style atmosphere, which is visibly apparent throughout the home warranty company. “We have absolute support from all around,” Patty said. “Normally you might be intimidated to go speak to the president or VP of a company, but that’s not the way here. They welcome you, and they want to help you be the best you can be.”

This support extends sideways as well. “I can ask other CSRs, a supervisor—we’re really just like a family,” said CSR Nelson, who previously worked at a restaurant claiming the same, but with no follow-through. “Nobody really cared about anybody there,” he said. “At APHW it’s totally different. When I was brand new, Unique sat nearby and asked every day how it’s going, and how my wife is doing down in Cuba. You just feel it here.”

“The camaraderie amongst CSRs and everybody in the company here is crazy,” Patty said. “We all help each other to be better, because we care.”

Direct to You

That mentality directly translates to what APHW customers experience on the phones. “I never feel alone on a call. I always have team members to help me,” said Customer Service Support Team Member LaShonda. “And this isn’t a job where you could ever just get your daily agenda and go work alone—there are questions every day. My team is here to help, and it feels really good to let our customers know they don’t have to worry about a repair themselves, because we’re here to help them, too.”

“We get a lot of very positive feedback from our homeowners and the technicians speaking to us,” Patty said. “And we’re very proud of that.”

Call 800.648.5006 ext. 179 or visit APHW.COM for more information.

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America's Preferred Home Warranty, Start a Claim Online

Start a Claim Online Is Here!

Posted on | by Clive Gillett

America's Preferred Home Warranty, Start a Claim OnlineHEY! Did you know you can now Start A Claim Online with America’s Preferred Home Warranty (APHW)? You did? Okay, alright… it’s been here for a minute, true. BUT! Did you know about…

All the benefits that come with it:

  • NO LINES: We know you love our award-winning customer service, but sometimes you just don’t have the time to talk! Whether you’re at work, out with the kids, away on a business trip—how convenient would it be to fill out three little things on a form and instantly get a claim number?
  • EASY TRACKING: Just log in, and from the moment you complete our simple online form, your claim number immediately arrives in an email—along with the ability to track all sorts of useful things, including any active warranties, all claims, claim status and updates, authorized contacts, payments, and more.
  • PERSONAL UPDATES: Need to update your contact phone or email? How about authorized users on your account (like a property manager or your parents if you’re out of town)? With Start a Claim Online, you have easy access to update these details on your account from any device, giving you the freedom to maneuver when you need it.

“It’s easy information and an easy registration process, with all your instructions right there,” said APHW Technology Administrator Tim Henderson, who led the design of the program. “You can validate all your information, add authorized contacts, and even dig deeper to get more detail about your claim. And you can see exactly what has been approved all the way through. We’ve actually gotten a lot of compliments on it,” he said.

“We want to ensure that our customers can always quickly and easily start a claim at any time, and get their contractor appointment set,” said APHW Vice President of Operations Mike Sadler. “Start a Claim Online can be especially useful to you during times with higher call volumes.”

Need more info?

Visit APHW.COM and click Start a Claim to get started, or call 800.648.5006 for more information.

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America's Preferred Home Warranty, In Good Hands, Customer Service

In Good Hands – Literally

Posted on | by Clive Gillett

America's Preferred Home Warranty, In Good Hands, Customer Service

Sometimes ‘snail-mail’ is the only option, so it’s nice to know when you’re in good hands. This was the literal case for a potential customer, when Elizabeth Sokol personally delivered an America’s Preferred Home Warranty (APHW) brochure to her home.

As someone who typically works with real estate agents, the APHW North and South Carolina Area Sales Manager didn’t understand at first why she had received the request, or why APHW had mailed the warranty instead of sending it by email. “I couldn’t find her as a REALTOR® or a homeowner in our system, so I called her,” she said.

When ‘The Usual’ Isn’t Quite Enough

It turned out the homeowner wasn’t terribly computer savvy, so she was waiting for ‘snail mail’ to come through instead—but COVID-19 kept causing delays with the postal service. “And when I talked to her, I realized she was also an unaffiliated REALTOR®, who lives only about four miles from me,” Elizabeth said. “And she was so excited to have somebody local that she knew was attached to the warranty she was trying to purchase!”

Going the Extra Mile – Literally!

They discussed coverage options for a while, and the REALTOR® asked Elizabeth if she could come drop off a brochure at her home. “I said, ‘I’m almost at your driveway,’ and she just lit up over the phone,” Elizabeth said. “So I got there, stood on the front porch, and told her how the home warranty would pertain to her particular situation. She’s not selling right now, but she will be, and she wanted the best coverage.”

The REALTOR® originally discovered APHW through her Continuing Education training, where another real estate agent had recommended the company. “We’ve talked a couple times since then,” Elizabeth said. “And I’ll call her back again today with more answers about getting her registered as an agency.”

More Information

Are you a real estate agent? Call 800.648.5006 ext. 179 or visit APHW.COM for to see how APHW can help you grow your business—you’ll be in good hands.

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America's Preferred Home Warranty Gives You Control During COVID-19

Contractor of Choice Gives You CONTROL During COVID-19

Posted on | by Clive Gillett

America's Preferred Home Warranty, Control Your Claim, COVID-19With America’s Preferred Home Warranty (APHW), you can choose ANY licensed contractor for your claim. Seriously, ANY licensed contractor. Yes, we know… we’ve rung this bell a million times. But we still find a lot of people who don’t understand what a huge advantage this is, let alone the advantage it provides you during COVID-19. So… onward!

Most typical home warranties have a mixture of companies under contract to be on call for their customers. So when you have a breakdown, they pick someone under their contract, or offer you a specific choice between their contracted companies.

Here is why APHW strongly feels this decision should be yours alone:

  • You choose WHO comes into your home: Someone you know and trust.
  • You choose WHEN they get there: If you can’t get someone out fast from one company, you are 100% able to continue calling around until you CAN.
  • You choose WHERE they come from: When you have pipes flooding your basement, the opportunity to choose LOCAL can seriously minimize damage over waiting for someone who may be hours away.
  • The contractor you choose works for YOU, not us. This guarantees you a true third-party assessment of your problem, with no outside contract guiding what they can say.

Why is this especially important curing COVID-19? During this uncertain time, your local community is hurting. By helping to support local businesses, you are helping to support your local economy.

Take CONTROL and be a hero to your local contractors with APHW.

Call 888.351.3681 or visit APHW.COM today for more information.

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America's Preferred Home Warranty Payment Options, Home Warranty, Payment Options

You’ve Got Options: APHW Payment Possibilities

Posted on | by Clive Gillett

America's Preferred Home Warranty Payment Options, Home Warranty, Payment OptionsSo you have an approved home warranty claim. Now what? Here’s how an approved claim payment works with America’s Preferred Home Warranty (APHW).

First Things First

As you know, you can choose ANY licensed contractor for claims with APHW. This gives you control over who you have in your home, where they come from, and when they get there. It means the contractor works for you, not us, so you get a true third-party opinion. And then they need to get paid for their work.

That’s where APHW comes in, right? The answer is yes, with a caveat: Because your contractor doesn’t work for us, they are not obligated to accept payment from us. This is why we offer options for payment (once you receive telephone approval).

Payment Options

  1. Our first option is for us to pay the contractor with a credit card. They get right to work following approval, you verify the completed work with us, and we pay the contractor right over the phone—fast and easy with zero wait time. So why doesn’t every contractor take this option? Because not all contractors can accept credit cards. In some cases, provider charges also make it less appealing.
  2. Our second option is to pay the contractor by check in the mail. We offer near-immediate processing, so the check often arrives in just a few business days.
  3. Our third option is for you to pay your contractor up front (or purchase a replacement and have it professionally installed), email us the “paid in full” invoice, and be reimbursed your approved claim amount by check in the mail.

Our end goal is to ensure that payment gets where it needs to as quickly as possible, whether that’s to you or your contractor. We’re actively working to develop other payment methods as well, to hopefully move things even faster in the future. Your business is everything to us, so you can count on us to continue innovating and improving your experience every day.

Call 800.648.5006 or visit APHW.COM for more information.

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Donna Steen COVID Story - FB

APHW’s Tech Updates Allow Staff to be Safe at Home

Posted on | by Clive Gillett

America's Preferred Home Warranty, Technology, COVID-19 Tech Helps Stay Home SafeDonna was uniquely set to work from home as a Virtual Sales Manager due to recent updates at America’s Preferred Home Warranty (APHW). “It’s just one of the many reasons why I love working for APHW,” she said. But things weren’t always that way.

In a typical workday, Donna calls real estate agents to set up trainings, conducts trainings and webinars, and supports an ongoing online training and real estate agent support system. “We’re reaching more people as we go along,” she said. “I might see one agent in a given day, or a few hundred. It’s all to continue getting the word out about APHW, and I love it.”

The company supplied Donna with everything she’d need to work from home during this difficult time, but this was largely possible due to recent updates to APHW’s systems—particularly their new cloud-based NetSuite. “We wouldn’t have been able to do this with our previous system,” she said. “We were prepared, and that reminds us that we’re not in this alone: We are a team, and we’re a family.”

With the nation under a stay-at-home lockdown for the most part, Donna feels fortunate to be able to continue working from home. “I love that I can continue helping real estate agents to build skills and knowledge, to ultimately better help their clients.”

Call us today at 800.648.5006 or visit APHW.COM for more information!

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America's Preferred Home Warranty, COVID, Choose Your Own Licensed Contractor

APHW Homeowners Retain Control During Lockdowns

Posted on | by Clive Gillett

America's Preferred Home Warranty, COVID, Choose Your Own Licensed Contractor‘Control’ might feel like this imaginary, elusive concept these days. But America’s Preferred Home Warranty (APHW) customers have control with every claim—especially now, with stay-at-home orders across the nation—because they choose their own licensed contractors.

“Homeowners can call around until they find a contractor who is still servicing people during social separation,” said APHW Vice President of Operations Mike Sadler. “Some contractors may have made the personal choice to not send their people out, but that doesn’t preclude anybody from calling around to find one that still is. And a lot of contractors are; particularly for heating, plumbing, electrical, even appliances in some cases. You need your refrigerator when you’re stuck at home.”

APHW is also providing some leeway to customers nearing the end of their contracts during the outbreak. “In some areas, we’re finding that we open the claim, but a contractor can’t come out for a few weeks,” Mike said. “On a case by case basis, we’ve been extending the time they need to get that claim taken care of. I don’t honestly know how we couldn’t do that—we certainly wouldn’t hold [COVID-19 based delays] against them.”

For the most part, APHW customers are still getting work completed on their timeline and without any delay. “With everything we’ve done and planned for an event just such as this, our operations are running exactly the same as they were,” Mike said. “We’re just doing it remotely.”

To file a claim or for more information, call today at 1.800.648.5006, or visit APHW.COM. APHW customers can also Start a Claim Online with zero wait time.

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America's Preferred Home Warranty Receives NHSCA Accreditation

APHW Achieves NHSCA Accreditation

Posted on | by Clive Gillett

America's Preferred Home Warranty Receives NHSCA AccreditationThe National Home Service Contract Administration (NHSCA) officially accredited America’s Preferred Home Warranty (APHW) Tuesday, March 10, recognizing their full compliance with a recently created, nationwide standard for home warranty companies.

“This gives consumers and real estate agents added confidence to know they’re doing business with a reputable company,” said APHW CEO Rodney Martin. “And we’re very excited to receive this important designation!”

The NHSCA shared their thoughts in a blog post last September, regarding the new accreditation:

“The award of the NHSCA accreditation logo demonstrates to consumers and the industry our membership’s commitment to proper regulation and compliance,” says John Walsh, General Counsel for NHSCA member Cinch Home Services, Inc., based in Florida. Walsh, also the NHSCA Treasurer/Secretary, added, “NHSCA membership is what REALTORS® look for when recommending a home warranty provider. This program is just another step forward to assure regulators and consumers [that] we take our responsibility seriously to meet their expectations.”

But then, APHW leadership have always worked to ensure that homeowners come first. “We pay attention to the details,” Rodney said. “Honesty and integrity are part of our core values.  Doing it right matters.”

Call 800.648.5006 or visit APHW.COM for more information today!

America's Preferred Home Warranty Recognized in Top 100 Companies Driving Innovation in Real Estate

Housingwire.com Recognizes APHW In 2020 Tech100 Real Estate List

Posted on | by Clive Gillett

America's Preferred Home Warranty Recognized in Top 100 Companies Driving Innovation in Real EstateHousingWire.com awarded America’s Preferred Home Warranty (APHW) a spot in their 2020 HW Tech100, a list of the top 100 companies driving innovation in the real estate industry. The award, announced on Monday, March 2, reflects APHW’s development and successful implementation of their free Real-Pro® app to real estate agents nationwide.

And We’re Stoked!

“We are proud to be featured alongside some true giants in innovation for the real estate industry,” said APHW Senior Vice President of Sales Brendan Morgan. “We always strive to act as partners with brokers, REALTORS® and agents across the nation, and our Real-Pro® mobile app is a huge part of that. It provides them with easy access to all the home warranty documentation and information they need at the tap of an icon, helping them take even better care of their homeowners.”

The Benefits

Agents can order APHW home warranties through Real-Pro® at any time day or night, immediately print the confirmation, and email documentation wherever they need to. The app gives them control over the whole process, while also providing a convenient portal for tracking home warranties across multiple clients with different closing dates. The majority of APHW’s real estate home warranty purchases are now sold through Real-Pro®, with thousands of agents using it every day.

APHW developed Real-Pro® in order to save valuable time for real estate agents. “Real-Pro® lets agents quickly order and manage their warranties, as well as send documents,” said APHW Vice President of Operations Mike Sadler. “It was created with the assistance of plenty of agents’ feedback and suggestions during the creation and testing phases, and we are currently reviewing feedback and user cases to develop enhancements in the future.”

“We are beyond honored with this recognition,” Brendan said. “And we will continue to seek new innovations in the years to come.”

Intrigued?

Call 800.648.5006 today for more information on America’s Preferred Home Warranty, or 855.806.6678 for Real-Pro® app assistance.

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