Frequently Asked Claims Questions
1. What information do I need to report my claim?
- Have the policy number ready
- State the policyholder's full name and address
- Provide the name and telephone number of someone to contact throughout the entire claims process
- Voice any questions to the Claims Adjuster immediately
- Provide a brief description of the loss including:
- When and what was damaged or lost
- How safe the damaged property is now
- Injuries related to the damage or loss
- Whether you need temporary repairs
- Whether you notified authorities such as police, fire department or ambulance.
2. How does the claims process work?
- Report your claim
Contact us or file your claim online. Once you have reported the damage, a Claim representative will contact you as soon as possible. - Damage Assessment
You should review your policy for specific coverage information. After a loss has occurred you should:- Determine if any safety risks exist.
- Have repairs made to prevent further damage, if safe to do so. (Be sure to keep an accurate record of your repair expenses) .
- Determine if you require professional inspection.
- Make an inventory of damaged property.
- Settlement
Things you should know:- A Claims adjuster may look at the damage and investigate the loss.
- We pay to repair or replace your damaged property subject to the terms and conditions of your policy.
- Check with your Agent or Claim representative for specific details concerning the terms and conditions of your policy.
- Claims payments may include the name of your mortgage company. Ask your mortgage company about their procedure for endorsing a claim payment.
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3. How long will it take to handle my claim?
We can take some claims over the phone, however, some claims require an on-site inspection to investigate the loss, and to ensure that we've identified all of the damage. Therefore, the amount of time to handle a claim varies with the situation.
4. Can I report my claim online?
Yes. Once you've gathered the information needed to report a claim, you can complete and submit a claims form.
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5. Will you cover my claim?
We determine whether to pay for a claim by the coverage and limits that you have purchased as well as what caused the damage or loss.
6. Will you raise my rates if I file a claim?
Not necessarily. You might see an increase if you've had one or more claims.
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7. Will you cancel my policy if I file a claim?
Certain circumstances cause policies to non-renew. An example of this situation might include a policy that has multiple claims filed in a short period of time.
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8. How does my deductible work?
The deductible is a portion of the loss that is your responsibility. When a loss is equal to or less than the deductible amount, no payment is owed. When your loss is more than the deductible, you are responsible for the deductible amount. We then pay the rest of the covered loss up to the limit for that type of property.
9. Do I have to file a police report for damage or theft?
Yes. You must file a police report for theft in accordance to your policy conditions.
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10. What happens if I'm accused of causing a loss?
Contact your Agent or Claims representative if any party alleges that you caused an incident. We will conduct an investigation to assess those allegations. If you are found to be at fault, we pay those claims that you are legally liable to honor, in accordance with your coverage.
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11. What happens if one of my passengers or I am injured in an accident?
If you or your passengers are injured in an accident and you have applicable Medical Payments coverage or Personal Injury Protection coverage, we pay your injury-related bills in accordance with your coverage.
Liability coverage may protect you in the event that you damage someone else's property or cause injury to others.
12. What happens if my area is declared a catastrophe?
In times of a catastrophe, our goal of prompt contact and inspection remains. However, catastrophes bring a high volume of claims with varying degrees of damage. Our CAT Team responds to catastrophes by servicing policyholders with the most severe damage first.
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Last Updated on September 28, 2004
