FAQs

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Claim Filing FAQs

FOR FURNITURE CLAIMS:

  • A billing and shipping address
  • Item description
  • A description of item issue
  • 1 picture of the entire item
  • 1 picture of the item issue

FOR APPLIANCE, ELECTRONICS, HVAC CLAIMS:

  • A billing and shipping address
  • The item’s manufacture and model
  • The item’s serial number
  • 1 picture of the entire item
  • 1 picture of the item issue

ONLINE
Less than 5 mins, to get started click FILE A CLAIM

BY PHONE
Less than 15 mins. Call 800-867-2216 to speak with a Customer Service Representative. Customer Service Representatives are available by phone Monday-Friday, 8 am – 5 pm EST

Not a problem! We can locate your account with:

  • An associated phone number, or
  • An associated address

Claim Tracking FAQs

Our goal is to resolve your claim as soon as possible. We have a team working diligently to ensure this goal is achieved. At the same time, we recognize each claim is unique. In order to keep you updated on the status of your claim you can visit Status of my claim (be sure to have your claim number)

Once your claim is reviewed and if service has been requested, it takes 2-3 days to schedule an appointment with a servicer.

Parts and/or a replacement are dependent on the store’s inventory where you purchased your item(s).

Checking Coverage / Download Documents FAQs

You can either:

  • Click MY COVERAGE, you’ll need your phone number and the address used to original purchase the policy
  • CALL – 800-867-2216 to request a copy. A Customer Service Representative will either mail or email you (your preference) a copy.

Claim Status Definitions

Scroll through the claim status explanations below to learn more about the state of your claim submission.

Status Explanation
Pending This claim is currently 'open' and has not had any action or status change since submission.
Completed This claim is approved. Fortegra has paid the servicer for the customer or paid out a liability directly to the customer.
Hold Indicates an internal system error, which we are working to address and rectify. Please contact our Customer Service team for more information regarding your claim.
Declined Coverage has been denied due to the damage on the covered item not being covered under the Terms and Conditions of the extended service contract.
First year The product is still covered under its manufacturer's warranty and does not require coverage. Please contact the store you purchased the item from to submit a warranty claim.
No service requested Either Fortegra is unable to contact the customer, or the customer has indicated they no longer require service.
Completed Denied The Service Technician's report determined the damage on the covered item is not covered under the Terms and Conditions of the customer's extended service contract.
Partial completed The Service Technician completed the inspection of the covered item and had to order a part(s) to complete the repair. Fortegra covers the cost of the inspection and the claim remains open until the ordered part(s) is installed and the item is functioning.
Not Invoiced Fortegra has approved the claim for service, but we have not been invoiced by Service Technician as of yet.

Coverage varies by policy. Please refer to your terms & conditions. If you don’t have a copy you can download them here. (LINK)

If you are filing a claim on a Home Warranty and a Fortegra Representative has authorized service.

  • $75 Service Call Fee – nonrefundable.
  • If you (the customer) fails to be present during the appointed time or cancels while service provider is in route, you (the customer) are still responsible for fee.
  • The service provider will accept cash, check or credit/debit card.

Yes. You can cancel your extended service contract at any time. In order to do so, please contact the store where you made your initial purchase.

Claim Tracking FAQs

  • If you would like to speak with a Customer Service Representative please c all 800-867-2216, Monday – Friday, 8 am – 5 pm
  • Our self-service portal is available 24/7

Our customers are our #1 priority- and that includes your health and safety. Due to the circumstances caused by COVID-19 we are constantly evaluating and re-evaluating our process to ensure our customers are provided the service needed while maintaining a safe environment to do so.

No. After a replacement has been processed for a specific item the service contract DOES NOT transfer to the replacement item. However, depending on your item you may be able to purchase a NEW service contract on the item at the time of replacement – this is dependent on the store’s policy where you purchased your item(s).

Yes. As the customer, you are responsible for paying:

  • Shipping/Delivery costs of replacement item
  • Taxes on replacement item

For an emergency regarding an issue under a Home Warranty:

  • Click File a Claim and then call a local servicer. Send a copy of your invoice to 4Wtech@fortegra.com (include your claim # in the subject line) and we will reimburse what is covered under your extended service contract.
  • You are responsible for the $75.00 service call fee – See question WILL I HAVE TO PAY A DEDUCTIBLE?

NOTE: For cooling or heating systems over ten (10) years old: If the repair is over $600 or parts are not available to repair the equipment, a $600 replacement allowance will be paid to You. This allowance will increase by $50 for each full year You have an active Agreement up to a maximum of $1,000. Proof of purchase of a new heating or cooling system is required to be provided to the Administrator in the form of a purchase receipt within sixty (60) days.

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