Our Solutions - Progressive Warranty/ Pacific Warranty

Home <> Progressive <> Are You A <> Home Builder <> Our Solutions

Welcome to the Client Solutions department!

Here at Progressive Home Warranty we have a new vision in our claims department. Along with a new vision came a new name, Client Solutions. We felt it was necessary to come up with a name to represent the new way of how we do business in the Claims department. The name Client solutions says alot. Instead of focusing on any problems that might arise in a builder/homeowner relationship, we focus on the solutions. In the event a claim arises we have a simple four step mind set:

*Listen to the customer's concerns
*Empathise with their situation
*Suggest a solution
*Get a plan in place, don't procrastinate, and take ACTION!

Here in Client Solutions we understand that the relationship between the Member Builder and Homeowner may be jeopardized during the first year. Therefore, it is our main goal to conciliate and settle all disputes in a timely fashion.

While building a dream home for a client can be very exciting and rewarding, it can also at times become stressful for both parties. Furthermore, the conscious effort to satisfy every client allows the opportunity for your company to grow and gain a solid reputation. Here at PHW we want to make the experience of the homebuilder and homeowner as positive and as rewarding as possible.

To begin, it is very important to understand that during the first year following possession of the new home, there is a contractual relationship between the Builder and the Purchaser. Therefore, it is very important to complete the Completion Certification, with the new owner, THE DAY they move in to minimize confusion.

Proper completion of the Completion Certificate enables the Home Builder and the new owner to identify any PATENT defects. Patent defects are those which would be reasonably apparent upon inspection at the walk through. Repairs of these items are expected to be addressed in a timely fashion. In addition, throughout the first year, a home owner may identify any LATENT defects. Latent defects are those that would not have been apparent at the walk through and have occured after possession of the home, such as nail pops. Any latent defect issues noted during the first year should be reported directly to the Homebuilder by the Homeowner. Any issue not being resolved requires PHW to review the situation and take necessary action which begins the Conciliation Stage.

For more information, download our Managing the First Year brochure:

Download Managing the First Year brochure

In the unlikely event that a Member Builder and Homeowner cannot reach a satisfactory resolution of a claim for repair, there is a well defined Conciliation Process. This process is open to either the Member Builder or the Homeowner to initiate. Below is a Guide to the Conciliation Process, which will provide you with information on how to initiate a Conciliation action to resolve any outstanding issues.

Request for Conciliation

Within the first year, if an unresolved dispute remains between the Member and the Homeowner, regarding the Member Builder's Warranty obligations, either the Member Builder or the Homeowner can submit the matters at issue in writing on the Request Conciliation Form.
   No Claim Conciliation can commence until the full purchase price has been paid or put into trust as per section 4.1 of the 1st Year Limited Warranty Certificate.
   There will be a non-refundable Claim Conciliation fee of $250.
   Conciliation consists of an inspection and a written Conciliation Report, which Progressive Home Warranty completes, and is considered final and binding on both parties.

For more information, download our Conciliation brochure * For complete terms and conditions please refer to your warranty certificate issued by PHW.

Download Conciliation Process brochure

For more information about our Client Solutions Department, or to simply chat about your program obligations, please feel free to contact our Client Solutions Department.

clientsolutions@progressivewarranty.com
780-470-4663
1-866-996-9776