Cinch (formerly HMS Home Warranty) employs complex claims processes that can delay coverage determinations. Their terms contain broad exclusions and require multiple approval steps before repairs proceed, leaving homeowners waiting while systems remain broken.
Claims require initial filing, contractor diagnosis, coverage determination review, and approval before repairs begin. Each step can introduce delays, with coverage decisions sometimes taking days while you wait without functioning systems.
After contractor diagnosis, Cinch reviews for coverage approval. This review process has no guaranteed timeline, and complex claims may require additional documentation or inspections before decisions.
"Normal wear and tear" coverage is limited by extensive exclusions including cosmetic damage, secondary damage from covered failures, and any condition that "contributed to" the failure.
Multiple rebrands from HMS to Cross Country to Cinch have left confusing terms across different policy versions. Older policies may have different terms than current marketing suggests.
All disputes require binding arbitration with class action waivers. Cinch selects the arbitration administrator and location, which may not be convenient for homeowners.
Offers plans specifically focused on appliances rather than whole-home coverage, which can provide better value for renters or condo owners.
Digital claim tracking allows homeowners to monitor claim status and communications, providing some transparency in the process.