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  • We purchased a home warranty through HSA when we purchased our home in August 2016. On December 24, 2016, we learned that a pipe was leaking outside of our home, and that it was also causing damage inside. That morning, we were also caring for our 9-month old who had the flu. Given the urgency of the situation and the holiday, we called an emergency plumber in our area. HSA subsequently denied our claim and refused to even review the submission because we did not first call HSA to set up a service appointment. While it has now been explained that HSA must be contacted first about a service need, I nonetheless find it discouraging that they refuse to even review the claim under the circumstances. A good business practice takes into account all of the circumstances surrounding a claim submission. I contacted customer service to see if there was any way to appeal the decision and was told that it was not possible. The customer service representative explained to me that only 1 out of 10 claims are actually considered because people forget to contact HSA first. Additionally, I was told that had HSA been contacted, we would have been given a service provider in 24 hours. It would have caused further damage if we had to wait 24 hours to repair a leak both outside and inside of our home. Although HSA's policy is convenient for the company, the policy does not help its customers. I am extremely discouraged by my first interaction with HSA and do not recommend the service to anyone else.
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