Frequently Asked Questions
Q. Who is American Water Resources (AWR)?
American Water Resources (AWR) is a leading provider in home protection, serving over 2 million homeowners nationwide. Our programs are designed to help protect against the high-cost hassles of unexpected home repairs by connecting customers with vetted local professionals and managing the repair process on their behalf. American Water Resources’ optional protection programs are provided by Oncourse Home Solutions, LLC and administered by AWR. You may see both names in certain communications – both brands work together as one team to deliver reliable coverage and dependable service.
Q. What are water and sewer lines?
A. Your water and sewer service lines run underneath your property. The water service line runs from the water main to your home and the sewer service line runs from your home to the sewer main under the street. Homeowner responsibility typically extends from the home to the service mains, but your responsibilities may vary. If you live in a dwelling like a condo, please contact your local homeowners' association to determine your responsibilities.
Q. What is my coverage limit for my water line and sewer line protection?
A. The Water Line and Sewer Line Protection Program covers up to $7,500 per occurrence for one of our independent contractors to repair leaks or breaks to your outside water line caused by normal wear and usage, and to refill, rake and reseed areas outside your home that were excavated to access your water line. If a covered repair requires a public sidewalk or road to be opened to access your water line, we will pay a separate limit of up to $7,500 per occurrence to cut, excavate and repair the same section of public sidewalk or road. The Water Line and Sewer Line Protection Program also covers up to $7,500 per occurrence for one of our independent contractors to repair a clog or blockage in your outside sewer line caused by normal wear and usage, and to refill, rake and reseed areas outside your home that were excavated to access your sewer line. If a covered repair requires a public sidewalk or road to be opened to access your sewer line, we will pay a separate limit of up to $7,500 per occurrence to cut, excavate and repair the same section of public sidewalk or road.
Q. What if I can’t stay in my home because of covered repairs?
A. For exterior water line and sewer line repairs, the program includes reimbursement of up to $1,500 for reasonable hotel accommodations and up to $500 for boarding of house pets if necessitated by covered repairs.
Q. What is the In-Home Plumbing Emergency Program?
A. It’s a protection plan that covers repairs to the interior water and sewer lines in your home. That includes issues like an overflowing toilet or a broken pipe under your sink or behind your walls—problems that your homeowner's insurance typically won’t pay for. When you enroll, AWR coordinates the repair and covers the cost, up to $4,000 in total ($2,000 for interior water lines and $2,000 for interior drainage lines).
Q. What are the most common claims covered by the In-Home Plumbing Emergency Program?
A. We handle a variety of claims, but the most common ones are:
- Blockage on laundry drain line
- Blockage on toilet drain line
- Leaks in water line before the shutoff valve to things like a toilet, sink, or appliance
- Leaks in water piping between the main shutoff into the house where the line splits to the various appliances and areas of the home.
Q. What is the Electrical Essentials Program?
A. Your home's electrical systems are crucial, powering everything from appliances to lights. Faults can upset your routine and raise safety risks, leading to expensive repairs and the search for trustworthy experts. Bundling with the Electrical Essentials Program keeps your home protected against these unexpected costs and hassles, ensuring your electrical system functions seamlessly, inside and out. The protection coverage provides up to $3,500 per occurrence for electrical wiring inside the home, including standard interior copper wiring, circuit breakers, breaker panels, fuse boxes, standard wall outlets and Ground-Fault Circuit Interrupters, standard wall switches and dimmers. It also includes coverage of up to $3,500 per occurrence for electrical wiring outside the home, including overhead and underground lines from the connection to utility to the exterior wall of your home. Includes permanent wiring to detached garages, sheds, outdoor fixtures and pools. As part of the exterior coverage, we will refill, rake, and reseed any areas that are excavated to access your electric line.
Q. When does my coverage begin?
A. Your enrollment begins the day AWR processes your enrollment, which is the enrollment date on your welcome letter. Your protection and ability to make a claim begins 30 days after the enrollment date. The first year of coverage includes a 30 day waiting period and 11 months of coverage.
Q. What happens after I enroll?
A. Once your enrollment is processed, you will be sent a confirmation with the Terms and Conditions of the protection program. If you provide an email address, the confirmation and Terms and Conditions will be delivered via email. If you decide you no longer want the Program, you have 30 days from your enrollment date to cancel and receive a full refund.
Q. What happens at the end of my term?
A. The Protection Program and price is for a 12-month term that will automatically renew on an annual basis if you are paying annually by credit card or on a monthly basis. You can cancel at any time.
Q. Who do I call when I have a service line or in-home plumbing problem?
A. If you have a problem with your water line, sewer line, or in-home plumbing, call AWR at 1-855-390-4570; do not call your own plumbing contractor. AWR is available by phone 24 hours a day, 7 days a week to take your call.
Q. Is there a service fee?
A. There is no service fee applicable for your water line repairs. A $50 service fee applies for sewer line and in-home plumbing coverage only when a contractor is dispatched to your home to investigate or make a repair.
Can't talk now? Schedule a call back from a knowledgeable customer service representative. Click here!
The Association of Mature American Citizens (AMAC) has selected American Water Resources, LLC (AWR) to administer optional Home Protection Programs to AMAC members. AWR was selected by AMAC because of our exceptional customer service, program coverage, and proven track record in protecting homeowners across the country. AWR currently administers over 1.5 million protection programs to homeowners in 43 states and Washington, D.C.
Exclusions, limitations and eligibility requirements apply. Terms and conditions available at AWRUSA.com/terms. Programs for AMAC members only available in select states, not currently available in AK, CA, HI, MT, SD, UT, VA, WA, or WI. Protection programs are provided by Oncourse Home Solutions, LLC. In Florida, protection programs are provided by Oncourse Home Solutions of Florida, LLC.
Price is a discounted introductory rate for the initial term of the Agreement. Any discount received in the initial term or subsequent terms is determined by AWR, and AWR may modify or increase the price based on factors like claims cost data or third-party partnerships, subject to the Terms and Conditions. AWR will notify you of any changes in price, and you can manage your enrollment by calling 1-855-800-5195.
Repair costs may exceed the amount of the Program’s limit of protection. In such cases, homeowners must pay the difference between the cost of the repair and the Program’s limit of protection. A $50 service fee applies for sewer line and in-home plumbing repairs only when a contractor is dispatched to your home. The programs do not cover issues occurring before your coverage effective date. Your enrollment begins the day AWR processes your enrollment form. Your coverage effective date and protection under the program begins 30 days after your enrollment date. The initial term includes a 30 day waiting period and 11 months of repair coverage.
American Water Resources is a trademark of American Water and used under license, but is not owned by American Water. As such, AWR’s optional programs are not provided or guaranteed by American Water or its affiliates, and any changes in AWR’s prices are not determined or controlled by American Water or its affiliates.
