(I am now escalating the issue and have contacted the Illinois Department of Insurance, per the letter below, and possibly the Illinois Office of the Attorney General.) Fernanda xxx 1636 Forest Ave Wilmette, IL 60091 [protected]@hotmail.com Illinois Department of Insurance Dear Consumer Protection Officer, My husband and I are owners of a home at 1636 Forest Ave, Wilmette, IL. For almost one decade, I have had an American Home Shield (AHS) insurance policy. My contract number is [protected]. My current plan is the "HomeShield Plus, " expiring April 2022. I pay a monthly premium of $132.99 (Exhibit 1). I have always paid my monthly premium on time. My plan covers Pipe Leaks (Exhibit 2). On June 1, 2021, we placed a service request for a Pipe Leak (AHS Service reference number [protected]). Water was leaking through a closet by our front door and causing secondary damage (Exhibits 3-service request, 4-picture, 5-picture). For days, we called AHS repeatedly but they kept assigning different plumbers who did not visit, while the pipe continued leaking, even after the order was changed to the "expedited" status. Every time we call AHS, it takes a long time to reach a Representative. On June 11, 2021, 10 days after we placed a service request, AHS agreed to allow us to call a plumber directly. We managed to arrange for a plumber (CJ Plumbing) to visit my home and stop the leak that was causing secondary damage. The plumber's emergency visit fee was $250 (Exhibits 6-approval, 7-invoice). The next step is for the leaking pipe to be replaced. My plumber has quoted $1200 to replace the leaking pipe that runs up to the attic (Exhibit 8-repair of leaking pipe). My plumber, at my urging, has called AHS' "authorization department" three times, on June 25, on July 5, and again on July 13, 2021. Yet AHS refuses to authorize the repair of the pipe! AHS absurdly argues that at the end of the pipe I have a humidifier connected, stating that the plan does not cover humidifiers (Exhibit 9-claimed limitations). We have called AHS many, many times, as has my plumber, to argue that what I place at the end of each water pipe - be it a fridge, a dishwasher, or a humidifier - is my business. The only thing that needs to be repaired is the water pipe, which my plan covers, not an appliance. The plumber has no business with my humidifier, or any other appliance. AHS' authorization team will not talk to me, insisting it communicates only with my plumber. My plumber has run out of patience. He does not want to call AHS for a fourth time, saying that "they do not want to listen to what the problem is". I am fed up. I would like to know my rights and request mediation. Please advise. Thank you. Fernanda xxx and Alberto xxx Owner of 1636 Forest Ave, Wilmette, IL 60091 American Home Shield policyholder, HomeShield Plus contract number [protected] Please contact me by email at [protected]@hotmail.com or [protected]@gmail.com (Attached are 9 exhibits)