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Frequently Asked Questions

Why Super?

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What is Super?

Super is a subscription service that provides care and repair for your home. We cover breakdowns and provide a concierge service to manage the logistics for many of your home service needs. We also help you prevent problems with our in-depth maintenance schedule and the option to have Super do the routine stuff for you.

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Why choose Super?

Super is committed to providing premium service quality for your home. We partner with the best local servicers to deliver quick and effective home repair and maintenance at a predictable cost, using technology to take the hassle out of homeownership.

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Why do I need a Super subscription?

Breakdowns in the home can be expensive and unbudgeted. With a Super subscription, you can more easily budget for repairs. A subscription brings you added value in that you receive all covered repairs for one price, and you get the added convenience of automatic payment.

About the Subscription

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What appliances and systems are covered?

All of our plans include coverage for your:

  • Built-in Microwave
  • Clothes Dryer
  • Clothes Washer
  • Dishwasher
  • Range, oven, and cooktop
  • Refrigerator / Freezer

Our Whole Home and Premium Home plans also include coverage for your:

  • Range Exhaust Fan
  • Trash Compactor
  • Garbage Disposal
  • Air Conditioning
  • Heat System / Heat Pump
  • Ductwork
  • Water Heater
  • Interior Electrical
  • Interior Plumbing
  • Sprinkler System
View plan details
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When can I request service?

We can perform Concierge jobs for you immediately. We will coordinate a high quality service or repair through our Concierge as soon as you become a member. If you have a breakdown of a covered item, your warranty coverage benefits begin fifteen days after you purchase your subscription. Just contact us to schedule, and Super will repair or replace your covered items per the terms of your subscription. The fifteen day wait period is waived for our Buyer's coverage for recent home purchases.

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How often can I schedule service?

There is no cap to the number of service appointments you can schedule with Super. We're here to help you care for your home, whether you prefer annual check-ups or monthly maintenance.

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Do you cover pre-existing conditions?

Yes, coverage for unknown pre-existing conditions is included with our Buyer’s coverage for recent home purchases. We offer the option to submit a home inspection report to confirm that a pre-existing condition was not previously detected. Also, while we are not able to cover known pre-existing conditions, we are happy to arrange for a high quality servicer to complete those repairs at a reasonable price after you purchase your subscription.

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Do you offer any optional coverage that I can add to my plan?

Yes, we offer optional coverage for items such as pool/spa, water softener, and a guest house. Check out our Plans page for more information on the optional coverage we have available.

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Are secondary appliances or systems included in coverage?

Our subscription plans include coverage for one unit per category for most items. The exceptions are HVAC systems/cooling (5 ton limit) and water heaters. If you would like to customize a plan to include additional coverages, please contact our customer experience team at 844-99-SUPER.

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Does Super cover maintenance?

We send you weekly maintenance tips to let you know when it's time to clean those refrigerator coils and drain your hot water heater. You get to decide whether you want to handle it yourself or have us do it for you. If you want us to take care of it, simply submit a Concierge request to our team. As always, you can apply any Service Rewards to help offset the cost.

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Can my plan be transferred if I sell my home?

If your property changes ownership during the coverage period, coverage may be transferred to the new owner by calling us at 844-99-SUPER. If you are a current subscriber moving to a new property, a new subscription plan must be purchased for that property.

Service Visits

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How do I submit a repair request?

You can schedule an appointment or submit a repair request online or via mobile at hellosuper.com, or give us a call at 844-99-SUPER.

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Do you offer 24/7 support?

Our customer experience team is on hand to answer all of your questions and coordinate service Monday through Friday from 9:00 AM to 9:00 PM Eastern, Saturdays from 9 AM to 7 PM Eastern and Sundays from 10 am to 7 pm Eastern. To schedule a service during these hours, call 844-99-SUPER or log into your account at hellosuper.com.

Of course, breakdowns don’t always follow business hours, so in the event of an emergency outside of these times, subscription members can call (415) 445-2109 for immediate assistance.

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When will my repair take place?

Repair services are available Monday through Friday during regular business hours, except holidays. An additional expense may apply for weekend, holiday, and evening service.

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How do you select the pros sent to my home?

We work with high quality providers and consistently track delivery metrics to send you the right help for the right job. Our customer experience team also monitors for appropriate licensing and insurance, extensively reviews the online reputation of our servicers, and follows up to make sure you are consistently satisfied.

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Why would I choose a Super pro instead of finding a service provider myself?

Our top priority is to connect our members with high quality servicers at an honest price. Super saves you the hassle of sifting through endless reviews and playing phone tag, and works with you to meet your needs.

By booking through Super, you have access to discounts not normally available to individual homeowners thanks to our bulk buying power. We're also happy to accommodate your specific requests, when possible. For example, if you have a favorite servicer, we are always open to partnering with new providers who come highly recommended by our subscribers. Let us know how we can best serve you.

What if it can't be fixed?

If your covered appliance or system simply can't be repaired, Super will provide a replacement of like kind and quality, or we will write you a check. We also cover the costs associated with the removal and disposal of your old machine.

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How does the co-pay work?

For your covered items, we charge a co-pay to your account at the beginning of your appointment. The co-pay amount is the same regardless of how much time a pro spends at your house and is only charged one time per incident (even if the repair or replacement takes more than one service visit). Co-pays do not apply to any home maintenance appointments not covered by your plan and coordinated by our Concierge service.

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Is there a limit to the number of breakdown incidents I can claim?

There is no cap on the number of breakdown incidents you can claim, but all claims are subject to coverage limits.

View breakdown coverage limits by category
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Are coverage limits aggregated or per category?

Both. Within each covered line item in our terms of coverage (i.e. refrigerator, electrical systems, etc.), the limit listed is an aggregate limit for the prior 12-month period for that particular covered item.

In addition, there is an overall aggregate contract limit for all claims over the course of the prior 12 months. The amount of that limit is based on the level of contract you purchased with us (i.e. the Whole Home plan has a $50,000 12-month aggregate limit).

View breakdown coverage by appliance or system type
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Are claim limits annual?

Yes, coverage limits are cumulative within any 12-month period. The total combined claims limit for that period varies depending on the plan you choose. See coverage limits here.

  • Appliance Plan: $15,000
  • Whole Home Plan: $50,000
  • Premium Home Plan: $100,000

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How do I know what is covered

No one should ever pay for a home warranty and then be surprised to find out what is covered and what isn’t . We believe in complete transparency -- so if you are into the nitty-gritty, please read our sample terms of coverage to see what is covered in our different plans. If you'd prefer to speak to someone to ask about a specific item, you can call our customer experience team at 844-99-SUPER, and they will answer any questions you may have about your coverage.

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Can I have an item repaired without contacting Super first?

Super will not cover repairs or replacements coordinated without us.

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How does Super's subscription differ from a home warranty?

Traditional warranties only cover breakdowns, and provide minimal coverage and service. Super, on the other hand, isn’t just a home warranty - we are a subscription service designed to help you manage the entire lifespan of your home. Like a warranty, we help you fix problems when they occur, but we also help you maintain your home to prevent problems from happening in the first place. We coordinate other home services to help you with everything from gutter cleaning to installing a new ceiling fan. We use mobile technology to monitor service quality and give you more transparency into the service process. Most importantly, we provide a higher level of service to our customers by working with a better network of service providers.

Concierge and Service Rewards

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What services can I book through Super's concierge?

At Super, we want you to own like a renter, so Super's concierge can do anything a building superintendent would do. While we can't plan your next home remodel, concierge services include things like:

  • Handyman work
  • Electrical services
  • Gutter cleaning
  • Window cleaning
  • Interior and exterior painting

Submit your request online or give us a shout at 844-99-SUPER, and a member of our customer experience team will help you with pricing and availability.

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How do Service Rewards work?

Service Rewards can be applied to any maintenance or concierge service scheduled through Super. They cannot be applied toward a co-pay.

You can earn Rewards each time a friend signs up for Super using your unique referral code, and we periodically run promotions that allow you to earn even more.

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Do Service Rewards roll over?

Your Service Rewards are good as long as you are a paid Super subscriber.