How to Document a Home Warranty Claim

Making a claim on your home warranty is a rather straightforward process, but it is important to properly document your claim and follow all requirements in a timely manner. Your first task should be to compile all of the necessary information.


What you will need:

  • The home warranty and your policy number.
  • Addresses, phone numbers, and any other relevant contact information for the home warranty company and the builder.
  • A written letter describing the potential defects. This should include appropriate, relevant, detailed information as to the specific issue, or issues, and the location of the problem within the home. The letter must also provide the owner’s name, the property address, mailing address (if different), daytime phone numbers and any other contact information, and your home warranty policy number.
  • Pictures of the potential defect(s). There is no need to include pictures with your written claim, but it is wise to keep a visual record of the problem.

Document any actions taken to prevent the defect from getting worse or causing further damage. For example, shutting-off the water to prevent further water damage in the home from a leak. Do not perform any corrective actions, or have anyone else provide services to correct the problem in the home, as this may void the warranty. Only unavoidable, emergency services provided in relation to the potential defect may be reimbursable on a case by case basis.

Send the written letter to both the builder and the home warranty company. It is best to send the letter by Canada Post with a return receipt requested for delivery confirmation. Keep a copy of the letter and the return receipts for the registered letters sent.  Follow up with the builder and the warranty provider to confirm receipt of the notice of claim.

Note that if the expiry date and time is a factor, it is not sufficient that the written letter is posted. The letter must be in the hands of the warranty holder and the builder by the expiry date. In a case where the warranty is expiring soon, it may be prudent to email or fax the letter to each of the parties in addition to sending a registered letter by Canada post. If you do this, be sure to keep a copy of the dated email or the fax with the confirmation page proving that it was sent.

After you make the claim, be sure to save any and all written correspondence, documentation, emails, and claim-related information. It is also wise to keep a log, or journal, to record any phone communication initiated either by you, the builder, or the home warranty company. This log should document the date, time, the length of call, and should briefly summarize the content of the communication.