American Home Shield’s video chat: Is it worth the hype?

American Home Shield has added a video chat feature to its ShieldGold and ShieldPlatinum plans, letting homeowners speak with a repair expert through the company’s app in an effort to resolve issues without an in-person visit and its associated service fee. The feature, launched on February 27, connects members to former contractors who average 19 years of experience in plumbing, electrical, HVAC, and appliances [2][4]. It is available at no additional cost seven days a week, though hours are limited to 8:00 a.m. to 9:00 p.m. Central time [1]. ShieldSilver customers do not have access [1]. The parent company, Frontdoor, Inc., first introduced video chat with repair professionals on its separate Frontdoor app in 2023 before bringing the capability to the American Home Shield brand [1][2]. Frontdoor handles approximately 3.8 million service requests annually for more than 2.1 million members across its family of brands, which also includes HSA, OneGuard, and Landmark [9][10]. Kathy Collins, Frontdoor’s Chief Revenue Officer, said in March that nearly 20% of members doing a video chat in the first three weeks after launch were able to solve their problem over the phone or received the information needed to complete the repair themselves [4]. By May, the company reported that over 15% of video chats had resulted in a resolution without a technician visit [3]. Avoiding a service call can save a homeowner $100 or more in trade service fees [1]. However, the video chat is not a replacement for in-person repairs. If the expert cannot resolve the issue remotely, the member must still file a claim for a technician to visit the home [1]. The company’s sample contract also notes that a video diagnosis could lead to a denied claim, though customers can request a second opinion within seven days of a denial [1]. Bill Cobb, Frontdoor’s Chairman and CEO, described the feature as an innovation that competitors lack at scale, stating it allows members to “talk in real time to a highly experienced expert who may be able to help the member fix the problem right over the phone, saving them time and money” [2]. American Home Shield, based in Memphis, Tennessee, administers home warranty contracts on major home systems and appliances [11]. The video chat feature is accessed through the company’s app, which requires a smartphone or tablet with a reliable internet connection [1].