Question 1

Who is Oncourse Home Solutions?

Accepted Answer

Oncourse Home Solutions is one of the nation's leading providers of optional protection programs. Oncourse's programs provide peace of mind for customers by helping protect them from the costs associated with unexpected repairs. Plans are administered by American Water Resources, LLC. When you enroll with Oncourse Home Solutions, you may also see the name American Water Resources in some of our communications. It's all one team, working together to protect your home.

Question 2

What is Water Line and Sewer Line Protection?

Accepted Answer

This optional protection covers repairs to the water line for leaks or breaks, and to the sewer line for clogs and blockages.** Covered repairs will be made by local, insured independent plumbing contractors. **Protection does not include a septic tank or the components thereof and other exclusions apply, see Terms and Conditions for details.

Question 3

When does coverage begin?

Accepted Answer

Your enrollment begins the day Oncourse processes your enrollment, which is the enrollment date on your welcome letter. Your protection and ability to make a claim begin 30 days after the enrollment date. The first year of coverage includes a 30-day waiting period and 11 months of coverage.

Question 4

What will happen at the end of my term?

Accepted Answer

The Protection Program and price are for a 12-month term that will automatically renew each year for an additional one-year term. You can cancel at any time.

Question 5

Is there a service fee?

Accepted Answer

There is no service fee for claims under the Water Line Protection Program.

Question 6

How can I pay for the program?

Accepted Answer

You can sign up and pay monthly or annually with convenient options like checking or bank accounts (ACH), or credit cards (VISA and MasterCard). ACH is our preferred payment method because it is the most likely to help you maintain your coverage by reducing the likelihood of cancellation due to a failed payment attempt.

Question 7

How do I sign up?

Accepted Answer

Just complete the enrollment form online or call us at 855-800-5195.

Question 8

What specifically is covered by the program?

Accepted Answer

You can find detailed information outlined in the Terms & Conditions above under the What is Covered tab on this page.

Question 9

But my sewer is underground. How can I tell if there's a problem?

Accepted Answer

Little symptoms like clogged toilets and multiple backed-up drains can be a sign there's a problem. If you see signs, you can just call OHS and we can help determine if there is a problem, and then get it fixed if needed.

Question 10

I have homeowners' insurance for my home. Does it cover the sewer service line?

Accepted Answer

Individual policies vary, but standard homeowners' insurance policies typically do NOT cover repair or replacement of sewer lateral.

Question 11

Doesn't my homeowners' insurance cover this?

Accepted Answer

Typically, standard homeowners' insurance policies do not cover these repairs to your home.

Question 12

How can I cancel my protection?

Accepted Answer

If you decide you no longer want to maintain your protection with us, 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.

Question 13

Will I get any money back when I cancel my protection?

Accepted Answer

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.

Question 14

I pay my protection charges on my utility bill. How do I stop those charges?

Accepted Answer

If you pay your Oncourse Home Solutions 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 Oncourse Home Solutions 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.

Question 15

Can I still make a claim after I've cancelled my protection?

Accepted Answer

After your protection cancellation request is processed, the cancellation will take effect at the end of your current monthly Oncourse Home Solutions billing cycle. Until that date, your protection will remain active and you will be eligible to make a claim if needed.

Question 16

If I cancel my protection, can I get it back if I want to?

Accepted Answer

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.

Question 17

I received a request to renew by mail or email. What should I do?

Accepted Answer

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 cancelled.

Water Line and Sewer Line Protection Program

At a Glance

FAQs