The Home Warranty Conference 2025 in Denver last week didn’t disappoint. From AI’s growing role in warranty operations to changing homeowner expectations, the Home Warranty Conference 2025 in Denver brought together leaders and innovators all facing the same challenge: how to move faster, reduce costs, and deliver better service.
In this blog post, we’ll share our three key takeaways from this year’s discussions.
From underwriting to fraud detection to claims processing and call center support, AI is hitting real workflows with impact.
Throughout the event, it was highlighted how contact centers are already using AI to surface the right answers in real-time, improve routing, and deliver faster responses without increasing staff.
In the "Service Orchestration" presentation from Dispatch, Pat Burns, CEO, shared how AI is being applied to field service operations, enabling things like image-based inspections and technician scoring.
Across the sessions, the message was clear: AI is here, and it’s working. Claim processing times are dropping, fraud detection rates are increasing, and automation is helping teams scale faster.
Ask yourself: Where can AI eliminate delays or uncertainty in your warranty workflows today?
Getting a technician out to a job isn’t the same as making sure the job goes well.
In Dispatch’s presentation, Pat Burns introduced a shift in mindset: orchestration, not just scheduling. With 40% of service jobs outsourced and persistent labor shortages, companies need a way to manage performance, not just dispatching technicians.
Orchestration means technician matching, real-time SLA visibility, scorecards, performance tracking, and smart routing powered by automation and AI. This corrects that problems where companies can’t match the right technician to the right job, monitor quality, or use data to improve over time.
Ask yourself: Do you know how every service job is performing and what’s driving or delaying resolution
A lot of risk models still focus on ZIP codes and square footage. But those don’t tell the whole story anymore.
Discussions during the event surfaced a worrying trend: many homeowners are putting off maintenance due to either cost concerns or lack of awareness.
Combined with insights from the presentation “Nailing the Future” from HIRI, it’s clear that the aging housing stock and changing behavior patterns are increasing claims risk for warranty providers.
This translates to higher severity claims and a greater need for smarter, proactive risk assessment.
Ask yourself: Is your risk model accounting for how, not just where, people live?
AI, aging housing stock, evolving customer expectations, and complex service networks are changing the home warranty industry. As an exhibitor, we were proud to attend and showcase Warranty Decision Intelligence at the Home Warranty Conference 2025.
Warranty Decision Intelligence uses advanced AI to guide, automate, and improve decisions across the entire customer policy lifecycle. Our platform integrates with your existing warranty systems, so you can start making better decisions without needing a rip and replace scenario.
Ready to see how Warranty Decision Intelligence can help your team do more with what you’ve already got? Let’s talk.
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About the author Ted Danner has over 20 years of experience in OEM warranty and service contract management, claims operations, sales, and aftersales at Nissan and at a VSC TPA. He brings a strong track record in business transformation, claims expense control, analytics, and dealer and customer experience improvement. |