American Water Resources wants to help you find the information you need. Please see below for a list of our most-asked questions!
AWR provides protection from the unexpected. We offer programs to cover the big repairs that your homeowner's policy typically doesn't cover. Since the year 2000, we have grown to provide protection for over 1 million homeowners. American Water Resources is an independent third-party provider of optional home protection programs. American Water Resources is a trademark of American Water and used under license. AWR's optional programs are not provided by American Water or its affiliates.
You can enroll online, or you can call us 24/7 at 855-800-5195, chat with us by clicking the “Live Chat” tab on the right side of your screen during standard business hours, or send us a text at 630-534-9190.
Your coverage term is 12 months (1 year). If you’re enrolled in auto pay, your protection program will continue to get charged to you each month if you have designated your billing frequency as monthly. If you have designated your billing frequency as annually, you will be charged yearly for your protection program. If you selected to have your coverage auto renew, then this means that your coverage will continue to be charged to you by your designated frequency until you have elected to cancel your coverage with us.
The program 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.
If you designated during your time of enrollment to have your coverage auto renew, then this means that there is no action needed on your part to continue your coverage past your coverage term of 12 months (1 year). If you did not select to have your coverage auto renew, then you will need to call us 24/7 at 855-800-5195, chat with us by clicking the “Live Chat” tab on the right side of your screen during standard business hours, send us a text at 630-534-9190 to renew your coverage. You will receive an email (if we have an email address on file for you), and/or a notification in the mail ahead of when your coverage will expire.
You can also renew your coverage from your online account by doing the following:
Yes, you may have a manufacturer’s warranty on your appliances. However, these warranties often just cover the replacement of a defective part, but do not also cover any repairs (or labor) needed to get the appliance working once again.
This is not recommended. When you’re enrolled in a protection program with American Water Resources and a covered problem occurs, you can call us 24/7 at 855-800-5195, chat with us by clicking the “Live Chat” tab on the right side of your screen during standard business hours, or send us a text at 630-534-9190 to get in touch with us and we will send a member of our service provider network to your home to diagnose and treat the problem. We will not cover the cost of the service if you choose to use your own provider without communicating with us first.
You can sign up and pay monthly or annually with convenient options like credit card (VISA and MasterCard).
Cost will vary by protection program, and also may vary based on where you live. To view available protection programs in your area, visit our homepage and enter your ZIP code to get started.
Yes, you can choose to pay for your coverage monthly or annually. After you’ve designated your billing frequency during your enrollment, if you decide to switch from monthly to annually or annually to monthly, you will need to get in touch with us to make this update.
To change your billing frequency, you can call us 24/7 at 855-800-5195, chat with us by clicking the “Live Chat” tab on the right side of your screen during standard business hours or send us a text at 630-534-9190.
Some of our protection programs may include a minimal service fee that you will need to pay upfront prior to your appointment. You will be notified of this service fee charge prior to having a service provider dispatched to your home.
American Water Resources, an Oncourse℠ company, has been helping customers protect their home’s vital service lines and appliances for over two decades. Our affordable programs provide peace of mind, with coverage for unexpected appliance and service line repairs and emergencies. We have a vast network of experienced, knowledgeable service providers who will be able to help you if a covered problem occurs in your home and you’re enrolled in a program through us.
We offer convenient monthly and annual billing frequencies, with the option to have your coverage auto renewed at the end of your 12-month (1 year) term. This way, you won’t have to remember to renew your program and you’ll have continuous coverage in case you should need us!
Yes! To see what protection programs are available to you, visit our homepage, enter your ZIP code, and then after clicking the submit button, you will be able to see which programs are available in your area.
You can click through to each program page to get more details about its specific coverage. Click on “Enroll Now” to add the coverage to your cart. Ready to checkout? Click the cart icon in the far upper right corner to get started with the checkout process – and get your home protected!
All of our programs have a 30-day waiting period following your enrollment, except for Gas Line Protection. Following your 30-day wait, you will be able to make a service call.
American Water Resources currently has protection coverage available in 43 states nationwide. If you don’t see any programs available in your area, be sure to check back often as we are always adding new members across the country to our vast service provider network!
When you’re enrolled in a protection program from American Water Resources and a covered problem occurs, simply call us 24/7 at 855-800-5195, chat with us by clicking the “Live Chat” tab on the right side of your screen during standard business hours or send us a text at 630-534-9190 to speak with a customer service representative.
A member of our service provider network in your area will be dispatched to your home to help diagnose and take care of the problem you’re experiencing. Every member of our service provider network is experienced, professional, trustworthy, and honest. So, you know you’ll be in good hands!
A standard homeowners’ insurance policy covers damage from theft, fire, or natural disasters. A typical policy usually doesn’t cover issues with service lines or appliances. This is where a protection program from American Water Resources comes in handy!
If you decide you no longer want to maintain your protection with us, there are multiple ways for you to cancel it.
By phone: This is typically the easiest and fastest way to cancel your program(s). 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 www.awrusa.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.
Online chat: To initiate an online chat with one of our agents, click on the Chat prompt on the right edge of one of our website pages. Select “Billing Question” as the nature of your inquiry and click Submit, then let the agent know you would like to cancel your coverage. (Or, if prompted, please enter your name and “Cancel coverage” as the reason for your chat.) The agent will assist you from there.
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.
If you pay your American Water Resources 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 American Water Resources 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.
After your protection cancellation request is processed, the cancellation will take effect at the end of your current monthly American Water Resources billing cycle. Until that date, your protection will remain active and you will be eligible to make a claim if needed.
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.
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.
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.