Fabric, Leather, and Vinyl Premium Combination Plan:
Coverage for fabric, leather, and vinyl includes all stains excluding bleach and caustic solutions, dye transfer. Coverage for damage includes punctures, rips, burns, breakage of frames, and breakage of mechanisms.
Case Goods and Other Hard Surface Furniture Premium Combination Plan:
Coverage for case goods and other hard surface furniture includes all stains excluding bleach and caustic solutions. Coverage for damage includes liquid marks and rings, breakage of frames and panels, gouges, dents, scratches and chips that penetrate the finish, cigarette burns, household heat marks, checking, cracking, bubbling or peeling of finish resulting from a specific incident, lifting of veneers, warping, glass or mirror chipping or breakage, loss of silvering on mirrors, failure of integral electrical components, and nail polish remover.
How to file a claim?
All customer claim submissions will be processed through MFS. Please have your original sales receipt and protection plan number which can be found on the cover of your chosen plan. The customer calls the MFS customer service line. 80% of the calls are answered by a “live” customer service representative in 30 seconds or less. You must call within 14 days of first noticing the problem. (Industry competitors deny any claim that is reported after 5 days of occurrence). The customer service staff will verify the plan purchase and qualify the incident.
If the problem is a simple stain, the customer service representative may offer a free self-help kit and/or self-help instructions. The kit, if appropriate, will be sent by the end of the next business day.
If the problem requires professional service, or if the self-help assistance was not sufficient, MFS will initiate a work order with a professional technician by the end of the next business day. The technician will set an appointment with the customer within 5 business days or less to provide professional in-home service. 80 % of all service orders are completed within 10 business days or less from the date the valid claim originated.
If the technician cannot successfully resolve the problem, MFS will initiate a replacement order with FOW by the end of the next business day. In the event that replacement is required of a piece of furniture that is no longer available, the customer can re-select all matching pieces, of equal or lesser value, so the customer will not be left with mismatched pieces. For example: Customer buys a matching sofa, loveseat, and chair along with the chosen protection plan, and the sofa requires a replacement, but that particular sofa has been discontinued or is no longer available during the 5-year period. Then, the customer can reselect all three matching pieces, even though only the sofa needs to be replaced, so the customer will not be left with mismatched pieces.
If the replacement is required, the customer is not responsible for shipping costs. All shipping costs are covered by the chosen MFS protection plan.