Question 1

Who is Columbia Service Partners®*?

Accepted Answer

Columbia Service Partners brings homeowners peace of mind with our home protection plans. Our plans cover repairs typically excluded by standard homeowners insurance, so you're safeguarded against unexpected expenses. Supported by a network of experienced service providers, we offer on-demand services for repairs, maintenance, and home improvements, ensuring you have the help you need when you need it most.

Question 2

What is the Complete Home Protection Plan?

Accepted Answer

The Complete Home Protection Plan offers an affordable way to protect your home's essential service lines, plumbing, electrical systems, and appliances. This plan combines seventeen popular coverages — Heating Repair, Cooling Repair, Outside Water Line Protection, Outside Sewer Line Protection, Plumbing Protection, Media Line Protection, Electric Line Protection, Gas Line Protection, Water Heater Repair, and coverage for your kitchen appliances, laundry appliances, and garage door opener — into a cost-saving bundle. For a complete list of covered repairs, please refer to our Customer Agreement.

Question 3

What am I responsible for?

Accepted Answer

Standard homeowners insurance typically doesn't cover heating and cooling system repairs; service line repairs; electric, gas and media line repairs; plumbing system and water heater repairs; and appliance repairs. That leaves you responsible to manage needed fixes on your own. By enrolling in the Complete Home Protection Plan, you gain coverage that homeowners insurance often does not provide.

Question 4

Why do I need the Complete Home Protection Plan?

Accepted Answer

Owning a home comes with many responsibilities and worries. The Complete Home Protection Plan helps alleviate that stress by offering comprehensive coverage for your home's heating system, cooling system, water and sewer service lines, gas lines, electric lines, media lines, plumbing system, kitchen and laundry appliances, water heater and garage door opener. By combining multiple plans into this one value bundle, you can save money while you gain peace of mind.

Question 5

What are your quality standards?

Accepted Answer

We hold ourselves to high quality standards and prioritize exceptional service. To meet your repair needs, we collaborate with local, insured independent contractors, and all our work comes with a guarantee. If you have any questions, let us know.

Question 6

What specifically is covered by the program?

Accepted Answer

You can find detailed information outlined in the Terms & Conditions above under the What is covered tab on this page.

Question 7

When does coverage begin?

Accepted Answer

There is no waiting period for Gas Line Protection. You can make a claim and request your annual gas line inspection at any time once your enrollment has been processed. For all other coverages, your enrollment begins the day Oncourse processes your enrollment, which is the enrollment date on your welcome letter. Your protection and ability to make a claim begin 30 days after the enrollment date. The first year of coverage includes a 30-day waiting period and 11 months of coverage.

Question 8

How can I cancel my protection?

Accepted Answer

If you decide you no longer want to maintain your protection with us, you can call 855-800-5195 any time, day or night, and select the option to cancel your protection. When you are connected to one of our agents, tell them that you wish to cancel your protection. The agent will ask you some questions to verify your account information and will be able to assist you with the cancellation. Through your online account: There a few simple steps to follow if cancelling your protection online: Visit csp.oncourse.com and log into your online account. (If you do not have an online account, you can register for one.) After logging in, click on the "Properties" tab near the top of the page. You'll see your "My Properties" window and its list of your properties and programs. Click on the "Cancel Enrollment" link for the program you wish to cancel, confirm your request on the window that pops up, fill out the "Contact us" form that appears, and submit the form.

Question 9

Will I get any money back when I cancel my protection?

Accepted Answer

If you cancel your protection within the first 30 days after your new program enrollment was processed, you will be entitled to a full refund of all program fees you have paid. This refund will be issued within 30 days of cancellation. For all other customers: If you are paying monthly for your protection, your program cancellation will take effect at the end of your monthly billing cycle and you will not receive money back. Protection under your contract will continue through the end of your monthly billing cycle, regardless of when you cancel within the cycle. If you are paying annually for your protection, your program cancellation will take effect at the end of the current billing month within your annual term, and you will receive a refund for the remainder of your annual term. Your refund will be credited to the same payment method you used to make your annual payment.

Question 10

I pay my protection charges on my utility bill. How do I stop those charges?

Accepted Answer

If you pay your Columbia Service Partners charges through your utility company's monthly bill and wish to cancel your protection, let us know of your cancellation request by phone or in your online account with us (see specifics above). Once we process your cancellation request, we will notify your utility company that we are no longer requesting payment from them for your cancelled protection. Depending on how Columbia Service Partners and your utility company's billing cycles align and whether your utility company bills for services after they are provided, a charge may still appear on your next one to two utility bills. Rest assured that once we have processed your cancellation request, we will not ask your utility for any additional payments for your protection, and you will only be charged for months you received protection. Note: If you close your utility account, or if you do not pay your utility bill in full each month, your coverage with us may be canceled as a result.

Question 11

Can I still make a claim after I've cancelled my protection?

Accepted Answer

After your protection cancellation request is processed, the cancellation will take effect at the end of your current monthly Columbia Service Partners billing cycle. Until that date, your protection will remain active and you will be eligible to make a claim if needed.

Question 12

If I cancel my protection, can I get it back if I want to?

Accepted Answer

Yes. If you change your mind and want to re-enroll in protection, just let us know. Depending on your selected program(s), you may need to wait 30 days for your new protection to become effective, and pre-existing conditions are not covered.

Question 13

I received a request to renew by mail or email. What should I do?

Accepted Answer

If you do not have an automatic payment method on file, or if your account is not set to automatically renew, you may receive a notice requesting you to renew your coverage for another year. Please respond to your notice to renew your coverage. Not responding will result in your coverage being canceled.

Question 14

Why did I receive a notification for a failed payment?

Accepted Answer

If you received a piece of mail, email, or postcard indicating you had a failed payment, it is because we were unable to successfully process your payment using the method we have on file. To avoid a lapse in your coverage, please contact us and set up another payment method.

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FAQs

Homeowners Insurance vs. Home Protection Plans

What Do Home Protection Plans Cover?