FAQs
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Claim Filing FAQs
To start a claim, you will need your zip code and either your contract/agreement number or sales invoice number. If you don't have either of these on hand, you can look up your record using your zip code and full name.
Next, you will need to provide the following:
- Description of item issue
- A picture of the entire item
- A picture of the item issue
For Appliance, Electronics, and HVAC claims, you may also be asked to provide the following to your customer service representative:
- Item's manufacturer and model
- Item's serial number
You can quickly and easily file a claim either online or by phone.
ONLINE
To get started, click File New Claim. Available 24/7.
BY PHONE
Call to speak with a Customer Service Representative. Available Monday through Friday, 8:00 AM until 5:00 PM EST. Except for observed holidays.
Not a problem! We can locate your plan using your name and zip code.
Claim Tracking FAQs
Claim Status Definitions
| Status | Explanation |
|---|---|
| Pending | This claim is currently 'open' and is pending further review. |
| Completed | This claim is approved. Fortegra has paid the servicer for the customer or paid out a liability directly to the customer. |
| Declined | Coverage has been denied due to the failure or damage of the item not being covered under the terms and conditions of the service contract. |
| No service requested | Either Fortegra is unable to contact the customer, or the customer has indicated they no longer require service. |
My Coverage FAQs
You can either:
- View online by clicking My Coverage. You'll need your zip code and contract/agreement number or sales invoice number on hand.
- Call our Customer Service Team at to request a copy. Based on your preference, a Customer Service Representative will either mail or email you a copy.
Coverage varies by contract. Please refer to your terms & conditions. If you don't have a copy you can download them online
If you have filed a Home Warranty claim a Fortegra Customer Service Representative has authorized service:
- $75 nonrefundable service call fee
- If the customer fails to be present during the appointed time or cancels the appointment while the service provider is in route, the customer is still responsible for the service fee.
- The service provider will accept cash, check or credit/debit card.
Unfortunately, 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 contract where you purchased your original item(s).
As the customer, you are only responsible for paying shipping/delivery costs and taxes on the replacement item.
General FAQs
Our hours of operation are Monday to Friday, 8:00 AM until 5:00 PM EST. Except for observed holidays.
If you would like to speak with a Customer Service Representative please call us at during these hours. Otherwise, leave a voicemail and a Customer Service Representative will give you a call the following business day.
Otherwise, our online self service portal is available 24/7.
For an emergency regarding an issue under a Home Warranty:
- Click File New Claim 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 service contract.
- Please note: You will be responsible for a $75.00 service call fee.
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 y ou. This allowance will increase by $50 for each full year y ou have an active a greement up to a maximum of $1,000. Proof of purchase of a new heating or cooling system is required to be provided to the a dministrator in the form of a purchase receipt within sixty (60) days.