I've only had to use their services one time and it was very easy. I called while a contractor was on site, and was able to reach a customer service agency immediately! Even then, after working with the agent and the contractor, it was very clear to me what was covered and what might not be covered. The agent was very friendly, said she would call back soon after she had to follow up on something, and actually did call back! I received a check in the mail shortly thereafter just like she said. I understand that not everything will be covered, but I was happy that the coverage on the phone was what matched my contract.