On September 16, 2021, the air conditioner went out in my rental. I was particularly concerned because the tenant is an elderly woman, and we live in a very warm climate with temperatures near 100 degrees. I filed a claim with Fidelity National Home Warranty on-line, and paid the $75.00 service fee at that time. On September 20, a local vendor diagnosed the problem as a blown compressor. Then, the nightmare began. After hearing nothing for a few days, I contacted the vendor. He told me he submitted his diagnostic report to FNHW on September 21 and had not received authorization to replace the blown compressor. I then called “customer service” at FNHW. After being disconnected several times, navigating through countless recorded instructions, then being placed on hold for over half an hour, I was finally able to talk to “Gabriella” at Fidelity National. I explained my emergency situation, and she said it takes 2 days to approve the repair (it had already been 3 days.). That was 14 days, and numerous calls, ago – each with the same obstacle course required to reach anyone. And the claim, which is very clearly covered by the policy, has still not been approved. I have attempted to contact the company 9 times, but have only been able to reach a real person 5 times. Wait times have exceeded an hour and, two times, I was disconnected mid-sentence. On both occasions the person to whom I spoke had my phone number but did not call me back. Each “customer service” person has had a very heavy Hispanic accent, and are difficult to understand, but it is apparent that they all have the same script. Basically, it is “I am so sorry for your inconvenience, but we have to wait until the “Approval Department,” approves your claim.” When I have asked to speak to a supervisor or manager, the “customer service” rep says they are not available at the moment, but that they would call me back. Nobody has ever called me back. If Fidelity National Home Warranty is actually functioning as a legitimate business, it is the most poorly run organization I have ever encountered. But I don’t believe even the most incompetent company could consistently display the level of total ineptitude and outright indifference I have witnessed. Instead, I believe that they have purposefully adopted a business model designed to avoid paying legitimate claims by frustrating claimants to the point that they decide to pay for their own repairs.