Property Claims Process In Depth

Whether you report your claim online, to your agent, by calling us, or through your policy brand phone line, your claim is assigned to a claim professional who will guide you through the process. During that process, you may work with:

• Your agent – He or she can answer questions about your 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.
• Other specialists, whose services you may need – a structural engineer, a repair facility, or a medical professional, for example. 

In this phase, your claims professional contacts you about your claim to:

• Gather initial information about your loss.
• Discuss your Home 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. (You are responsible for protecting your damaged property from further damage until you have it repaired.)
• Schedule an in-person appointment, if one is needed to adjust your claim. 

If needed, your claims professional will conduct a property inspection to determine whether your loss is covered – gathering all the facts about your loss, investigating and documenting damage or injury, interviewing witnesses or other involved individuals, 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 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 you, a contractor or vendor later identifies additional damages that are covered by your policy. During this visit, your claims professional may explain programs and terms to you. 

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.

Payment for medical bills will be made according to the coverage being used under the policy and your state’s laws.

If you have questions about your claim payment, please do not hesitate to contact your claims representative. And remember – cashing a check does not waive any rights you have under the terms of your policy.

If your damages are covered in part or in whole by your policy, we will provide a letter explaining why and identifying the portion of your policy that applies to the coverage denial.

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. Once again, if you have a question that we haven’t answered, call your claims representative.