Fidelity only covers 13 states -- with most of the coverage in the western and central US. Because of this, some have found approaching a company with a bigger footprint a good idea as there are some complaints about lack of service providers in local areas. However, their comprehensive plan is competitive with other major competitors. Choice covers all states except California and has a wider array of systems and appliances it covers in its Total Plan.
Choice Home Warranty has an easy to use online portal for submitting and managing claims. Most customers find submitting a claim a simple task. When calling in, there are some hold times and reports of foreign call centers, which make setting up an appointment difficult for those that are hard of hearing, but overall Choice customers report overwhelmingly simple claim submission and appointment setting. Fidelity had more mixed reviews, which some finding the online claim portal difficult to use. Also, sometimes phone agents were difficult to reach with long hold times.
Choice gets good reception from customers when it comes to service and repairs. Most service providers are reported to be prompt and provide good service the first time that they repair a system or appliance. Some of Fidelity's customers reported having issues with service provider outages and lack of coverage. Make sure to read your contract to know how much each company commits to in writing.