Claims Process

Every claim filed should move through the claims process. Some move quickly some take longer.  But whatever the time frame, the basic process is the same.

Step #1

Whether you reported your claim to your agent, the Claims Department, or from your phone, your claim will be assigned to a claims professional, who will guide you through the claims process and work with a team of specialized claim professionals to manage your claim. During that process, you may work with:

  • Your agent – the professional who sold you your insurance policy, who can answer questions about that policy and any endorsements, and about your deductible, but will not adjust your claim.
  • Your claims professional, who will guide you through the claims process – inspecting your property or vehicle if necessary, determining and investigating covered damages, and helping you better understand your policy and its endorsements.
  • A contractor whom you will select to arrange for repairs to your property. You can choose who ever you want for your repairs during this process. 
  • Other specialists, whose services you may need – for example, a structural engineer, repair facility, etc.

Step #2

In this phase, your claims professional contacts you about your claim. This is when your claims
professional will:

Obtain initial information about your loss.

  • Discuss your policy coverage and any applicable endorsements.
  • Explain how your claim will be handled.
  • Suggest ways to prevent further damage – for example, by putting a tarp over a damaged roof or a broken window. (You are responsible for maintaining and protecting your property. If it is damaged, you must take appropriate action to protect it from further damage until you have it repaired.)
  • Schedule an in-person appointment, if one is needed to adjust your claim.

Step #3

If an inspection of your property is needed, your claims professional will conduct that inspection to determine whether your loss is covered – gathering all the facts about your loss, investigating and documenting damage, taking photos and samples, and formally evaluating your claim.

It is our objective to evaluate coverage, complete our estimate if the loss is covered, and deliver a payment during our first visit. If we can’t, we’ll explain why. And if we do, we stand ready to re-inspect your property and provide a supplemental payment if your contractor later identifies additional damages that are covered by your policy. 

 Step #4

We’ll work with you to resolve your claim fairly. In many cases, your claims professional will issue a payment based on the estimate for repairs at the end of the initial inspection. If your claim is complex, it may take a bit longer.

If your damages are not covered, in part or in whole, by your policy, they will provide a letter explaining what damage is not covered and identifying the portion of your policy that applies to that coverage denial.

Step #5 Claim Closed

When we resolve your claim according to the terms of your policy, we close the claim. You still may have some questions at that point. If you have a question that we haven’t answered call your claims professional.