ComplaintsforProgressive Home Warranty Ltd

• Initial Complaint

  23/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a home in May 2021 with a home warranty provided by ******* and administered by Progressive Home Warranty. Our claim included multiple items, of which only two were approved. Most of the determinations I agree with as it was our fault as homebuyers for accepting the builders promise to make the repairs without notifying home warranty in writing before the first year mark. The portion of the claim determination I disagree with relates to damage from a leaking pipe connected to our steam shower (plumbing and distribution system coverage for two years). Upon identifying the leak, we immediately had a plumber come to the house to repair the leak and we notified the builder. The Construction Performance Guide for New Home Warranty in Alberta specifically states that this is the course of action required by home owners in order to mitigate damage. However, our claim relating to the damage from the leak was denied by Progressive as they stated the was not a warrantable defect as the leak was already repaired. This is the response from our claims rep ***** when we expressed our disagreement with the determination: “For the shower claim item, the leak had already been addressed prior to the claim being submitted, as such the defect was not present at the time the claim was opened and therefore this was determined not covered under warranty. For damages to be covered the issue which caused the damages must have a present defect warrantable under home warranty.”

  

  Business response

  28/02/2023

  It is important to reiterate, Progressive Home Warranty (PHW) is the administrator of the warranty program. As the administrator PHW is committed to communicating directly with insureds to provide insights and information. It is the program insurer’s prerogative to interpret Benefits, terms, conditions, exclusions and limitations of the policy as they apply to submitted claim items. PHW also recognizes the interpretation of coverage is not all-encompassing commentary on what is “right”, “wrong” or what any party may be owed beyond warranty coverage.
  
  Generally, the policy offers Benefits, which are subject to the terms, conditions, exclusions, and limitations set forth in the policy, to repair and/or replace Defects, which is defined in the policy. The Benefits and definition do not extend to an event or condition, rather to repair and/or replacement of a covered Defect only. Staining/damage, in and of itself, is not a Defect. While it is possible for non-Defects to be remediated as part of repair/replacement of a Defect, where no Defect exists there is no coverage Benefit to extend.
  
  PHW’s intent and commitment is, by effective administration, to assist in the fulfillment of the benefits provided under the policy; accordingly, an insured is encouraged to work with PHW representatives in hopes of reaching amicable resolve, within the bounds of the claims process, the policy, and available coverage.

  Customer response

  01/03/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 19453198, and find that this resolution is satisfactory to me. However I still disagree with the claims determination - we shared that with the Claims representative and received no response. Her last email on the issue had stated "To answer your question the damages caused by the kitchen sink were covered as they were the result of a Warrantable Defect. The warrantable defect was the leaking sink.
  For the shower claim item, the leak had already been addressed prior to the claim being submitted, as such the defect was not present at the time the claim was opened and therefore this was determined not covered under warranty. For damages to be covered the issue which caused the damages must have a present defect warrantable under home warranty. I hope this answers your questions, let me know if you require any further clarification." I disagree that although the shower leak was "fixed" at the time we filed the claim, it isn't a warrantable defect. Because of the nature of the defect (leak that was causing damage) we had no choice but to have it fixed immediately.
  
  Sincerely,
  ***** *********
  

• Initial Complaint

  15/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi, We  moved to a new house in March and discovered some issues related to the materials and labour. We filed claims to Progressive Home Warranty, waited for a month to have the review of these claims, but later on all of them were not approved. There was no on-site inspection done on any items, and the whole decision was made on the basis of images that I attached to claims.  This week we have had a few days of continuous rain, and one of the defects in the claim that was not approved were cracks in the balcony floor and lack of caulking under and around the balcony door. The adjuster did not consider this to be a defect. Now we have a flooded floor inside the house because the water was seeping through the cracks.

  

  Business response

  15/06/2022

  Progressive Home Warranty is the warranty administrator and Echelon Insurance is the insurer of the warranty program.  

  A review of the concerns specified in this complaint were reviewed and while claim details will not be discussed, it has been confirmed that the previously submitted issues described have had a determination of coverage completed and issued to the complainant.  We would be happy to further discuss any concerns with the complainant if they wish to seek further clarity as to previous decisions made or if they would like additional information.

  In general, it is important to note, home warranty insurance policies do contain terms conditions, exclusions, homeowner obligations, and limitations.  These policy details may limit coverage for homeowners.  It is always recommended homeowners become familiar with their policy to better understand what may or may not be covered.  For example, the Alberta Performance Guide highlights the following information as well as additional information which homeowners may find valuable to better understanding how a home warranty policy generally works: 

  "Prior to commencement of warranty, often before closing or settlement, the builder and homeowner will perform a walk-through to inspect the property together. During the inspection, the homeowner and builder should verify that all terms of the contract have been met, the home is completed, and major items are in working order. Often, builders will take this opportunity to provide the homeowner with a new home orientation to explain operation of the home’s systems and provide manuals and maintenance documentation.

  During the inspection, the homeowner and builder should thoroughly examine the entire interior and exterior of the home. Any damaged, incomplete, or missing items, as well as anything that is not operating properly, should be noted and recorded on the inspection form. The rectification of deficiencies noted during the walk-through inspection is a contractual matter between the builder and homeowner and may be excluded from warranty coverage."

   

  

  Business response

  15/06/2022

  To discuss claim specifics, I suggest a call between the complainant and the claims handler.  I have requested my claims team to follow up with the complainant.

  Customer response

  17/06/2022

   
  Complaint: ********
  
  I am rejecting this response because:

  Progressive Warranty agents are not responsive to phone calls. It takes weeks for them to process claims and never in favor of house owners. There is a lack of communication and explanation of benefits so that customers could understand the coverage and do not waste time filing the claims that will not be approved.
  
  Sincerely, **** ********** ***** 

• Initial Complaint

  24/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have had to put in multiple claims through progressive new home warranty since purchasing our home in April of 2020. each process has been both frustrating and over 6 months from claim submission to work completed. Most recently we have been dealing with issues in our attic due to improper Vapor barrier installation of home builder causing issues with attic rain in the winter. Claim submitted in January and we still don’t have work completed due to contractors inefficiency. Progressive new home warranty should be held responsible for providing quality contractors to complete work in a timely manner. Waiting months for a contractor to even set up an appointment is unprofessional and they should be held accountable for the contractors they hire to do the work. I’ve had to miss work due to staying home waiting for contractors to show and they never came .

  

  Business response

  26/05/2022

  Please be informed a review of the claim and complaint has been undertaken. It is important to note Progressive Home Warranty is the warranty administrator and Echelon Insurance is the Warranty Provider/insurer.  Furthermore, home warranty insurance in the province of Alberta is a distinct class of insurance that is governed by the New Home Buyer Protection Act and the terms of this specific policy comply with these terms.  Home warranty insurance is a defect warranty insurance policy.

  While we aim to move repairs along as quickly as possible, delays can be experienced for a number of reasons.  We are in communication with our 3rd party contractor and have again advised them of the importance of communicating clearly and often with our homeowners.  At this time it appears that part of the approved repair scope is delayed as the contractor is still awaiting material previously ordered.  We will continue to follow up with our contractor to ensure warrantable repairs are completed as soon as reasonably possible. 

  We appreciate your cooperation and patience.

• Initial Complaint

  22/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am insured by progressive insurance and they are refusing to honour my valid claim I have a crack in my foundation and according to Alberta Construction Performance Guide for New Home Warranty in Alberta section 2.5 which states : 2.5 Cast-in-place concrete foundation wall is cracked. Acceptable Performance Condition: Minor cracks resulting from normal shrinkage are acceptable. Cracks in excess of 1/8 inch (3 mm) in width are considered excessive. Warranty Coverage: 1 year for defects in materials and labour. 10 years for structural defects. Claim Response: Concrete walls exceeding the acceptable performance condition shall be rectified. The agent is refusing to send someone out to take a look at it and wants me to send her proof that the crack was due to a deficiency. I don't know how someone can prove that. There is water running into my basement like a river and the crack at some point exceeds the minimum requirement. Attached is a picture of the crack and a copy of the agents response which makes no sense and is unrelated to the issue i have

  

  Business response

  02/05/2022

  In response to the complaint, i can advise the issue has had a determination of coverage issued by the Insurer, Echelon Insurance and the item was denied as it did not meet the definition of a Structural Defect.  Based on information presented, there is no coverage for their concern.  In good faith, Progressive Home Warranty, as the claims administrator will contact the client directly to further discuss their concerns. 

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