When I bought my house the realtor gave me a free home warranty for a year (a $600 value vs the tens of thousands in commission they got paid). The old washing machine broke during that year and the home warranty did replace it, so on paper I got good value out of the policy.

However, I think it was on the phone with the company waiting on hold for about four hours total to process the claim. That was without any dispute or confusion, it’s just how long the process took. The person on the other end of the line would ask me one question, then put me on hold for another 15 minutes before asking the next question. I got the impression they are actually handling multiple customers at once and switching between us. I can only imagine this system is designed to deter folks from making claims. I was afraid to delay the call any longer by inquiring about whether there were multiple replacement models I could pick between. I received a $600 model from a manufacturer I wouldn’t have chosen.

If I’d paid $600 for that home warranty, I would not be a satisfied customer. I certainly wouldn’t recommend home warranties as a time-saver. It would be much easier to directly purchase products and services from people with some incentive to obtain my business.