Questions about Journey, answered.
The questions homeowners and dealers ask most often. Coverage and claims are first. Pricing is next. Then the dealer model. Then AIG®. The last section answers what HVAC dealer principals want to know before booking a demo.
Underwritten by AIG, a highly accredited business.Coverage and claims.
A Journey plan covers parts and labor on your HVAC system for the full plan term. Covered parts include the compressor, condenser and evaporator coils, blower and fan motors, circuit and control boards, capacitors and contactors, the thermostat installed with the system, refrigerant metering components, the heat exchanger, defrost controls, and the gas valves and ignition components on heating systems. Labor covered includes the diagnostic call, removal and installation of covered parts, refrigerant recovery and recharge tied to a covered repair, system re-test and start-up, and follow-up visits when a repair needs them. The full coverage list is in the plan terms your dealer walks you through.
The plan covers the HVAC system your dealer installed or services. It does not cover routine maintenance, damage from acts of nature like flooding, fire, or lightning, damage from unauthorized modifications by a non-Journey technician, cosmetic wear on cabinets, ductwork outside the equipment itself, consumables like filters and humidifier pads, failures caused by improper installation by a party other than your Journey dealer, pre-existing issues known at activation, or commercial use of residential equipment.
If a repair ever costs more than your system is worth, the Equipment Replacement Credit applies toward a new install through your dealer. Compressors on older units, heat exchanger cracks, full refrigerant circuit failures: any of those can push a repair quote past the value of the equipment. The Credit is written into the plan, not added later as an upsell. Your dealer evaluates the system, submits the claim, and installs the replacement.
You call your dealer first. Your dealer’s tech goes out, diagnoses the failure on-site, and files the claim with Journey. Journey processes the claim with the plan provider. Your dealer repairs the system. You pay a service call. That is it. The technicians who installed your system are the ones who show up.
Your dealer activates your plan and confirms the activation date with you in writing. The activation date is the start of your plan term, and coverage for claims begins after a 30-day waiting period from activation.
Journey is a protection platform for HVAC systems. The plan you enroll in is a service contract, also called an extended service agreement (ESA). It is not an insurance policy. Coverage is backed by AIG, and plans are provided by AIG.
Pricing.
A Journey plan costs typically around twenty-five cents a day for the homeowner. The exact monthly amount depends on your system, plan term, and dealer. Your dealer shows you the final number before you activate. There is no markup added at checkout, no quote-then-upsell pattern, and no introductory rate that resets later.
There is no per-visit service fee on a covered repair. You pay a service call as defined in your plan terms, and the dealer-specific amount is spelled out in writing at activation. Home warranty companies typically charge sixty to a hundred and twenty-five dollars per visit, on top of the monthly plan cost. Journey is shaped differently.
Yes. Your plan has a documented cancellation window in the plan terms. Your dealer walks you through the window at activation. If you cancel inside the window, the cancellation is processed at no charge. If you cancel after the window, the plan terms describe how the remaining term is handled.
The dealer model.
HVAC is not a dishwasher. It is a system installed in your home, sized for your home, and configured for your ductwork. The technicians who installed it know its model, its history, and its quirks. Most warranty programs route service through a network of contractors who have never seen your system. Journey routes every claim back to the dealer who installed or services it.
Coverage stays with the system at the address. The plan is a service contract provided by AIG. Those obligations sit with the plan provider, not with the dealer. If your dealer’s business closes, Journey works with you to route service through another Journey dealer in your area.
The plan covers the system at the address, not the homeowner who lives there. When you sell the home, the next homeowner can transfer the plan or re-enroll. If you move into a new home with a different HVAC system, your new dealer can set up a new plan.
No. Journey is delivered through HVAC dealers, not directly to homeowners. The dealer-first model is what makes the rest of the plan work: the dealer installs the system, evaluates it before activation, files the claim when something fails, and shows up with the technicians who already know your equipment.
AIG and trust.
Journey coverage is backed by American International Group, Inc. (AIG) – a leading global insurance organization. Plans are provided by AIG. AIG is the institutional backing behind every plan.
AIG is a highly accredited business, operating for more than 100 years with insurance products in roughly 80 countries. What matters for a homeowner: the institution standing behind the plan is built to pay claims at scale, in adverse conditions, over time.
Plans homeowners hold are obligations of the plan provider noted in the terms and conditions. Those obligations sit with the plan provider, not with the Journey platform. Coverage continues, backed by AIG.
For HVAC dealers.
The questions HVAC dealer principals ask most often before booking a demo.
Every active plan generates dealer revenue on a recurring basis. Coverage is co-branded to your business. Your techs run every service call and get paid for the work at standard rates. Most dealers running Journey see fifteen to thirty percent of new-install homeowners opt into coverage.
Most dealers are live in about three weeks. Onboarding is five steps: an intro call, brand setup, data feed connection, the first co-branded homeowner campaign, and dealer portal access. The exact timeline depends on how quickly your install data is ready and a couple of provisioning steps on our end.
There is no setup fee, no per-plan fee, and no minimum install volume. Your business pays nothing to run the program.
No. OEM warranties cover parts for a defined window. Journey picks up where the OEM leaves off and covers labor from day one, plus the Equipment Replacement Credit. Most dealers run both concurrently.