This customer has a contract with a home warranty company for service on his garage door opener. We are contracted by this company to go out to their insured customers when a work order ticket is generated for service. We scheduled this customer in advance of receiving the work order. In this case the insurance company called us later and said they would not be sending us a work order for this customer because they would not be covering the repair. The warranty company said they would be contacting the customer to explain his policy and inform him we would not be sent out. They obviously did not inform him quick enough. To correct this problem from happening again we now never pre-schedule a call without a work order and we also call the customer as soon as we learn they will not be covered or when any other information needs to be passed along to the customer.