CLAIMS QUESTIONS & ANSWERS

After a disaster strikes, we understand how it can affect you. Feelings of anger, frustration, uncertainty and helplessness are all normal. These stress-induced emotions tend to take hold and control our actions. The most important thought on our minds is to get back to normal as quickly as possible. Part of returning to normal includes settling your claim. The key to successful claims resolution is to remain calm and understand the pressures faced by all parties involved.

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This document has been especially prepared to reduce your stress and uncertainty by answering common claims questions and providing information necessary to speed along your claim. Please remember thousands of people have been affected. Be prepared for longer than normal telephone hold times, adjuster delays and lengthy repair/installation timeframes.

What information do I need and how do I file my claim?

The most efficient way to file your claim is to call your insurance company directly.  When you call, the company claims representative will ask for the named insured on the policy, the policy number, the type and extent of damage and a telephone number to contact you. The claims representative will also ask for additional information. At the conclusion of your call, you will be given a Claim Number. Please be sure to record the Claim Number as it is needed each time you request information about your claim. Before you complete the call ask the claims representative when you should expect to hear from the adjuster.

Why is it more efficient to file my claim direct and not through my agent?

Your insurance company is responsible for settling your claim. Their job includes assigning the claim number and adjuster for your claim. By speaking with you directly, companies can often determine the severity of your claim and prioritize it accordingly. They are also able to note where you may be temporarily staying and the best contact method. By accumulating this information first-hand, there is less chance for error.

Who is responsible for settling my claim?

Most insurance companies utilize the services of independent adjusters to settle claims. The adjuster’s job is to 1) validate the cause of loss, 2) estimate the cost to repair the damage, and 3) file a report making recommendations with the insurance company. The insurance company ultimately approves and pays the claim.

Now that I filed my claim, what is the next step?

The first thing to do is to photograph the damage. Take as many pictures as necessary to show the extent of your damage. Next, have TEMPORARY REPAIRS made to mitigate further damage. Save all receipts and damaged items. Make no permanent repairs, if you do, you may not be reimbursed for them.

My insurance company said I should have heard from my adjuster by now and I haven’t, what should I do?

If the insurance company gave you a contact number for your adjuster/adjusting company, call that number first. If not, call the insurance company.

My adjuster called and set an appointment, what should I do now?

Please be available for the entire day of the appointment. Adjusters typically encounter issues which can cause delays in keeping appointments. For example, roads may be impassable; streets signs could be blown away; or the prior appointment may have taken longer than anticipated. Please be patient and flexible; your adjuster will give your claim the time it deserves. Should your adjuster miss the appointment altogether, call the adjusting company and advise them of the situation. The adjusting company will handle rescheduling the adjuster.

When the adjuster arrives, what information do I need to provide or have available? What information will the adjuster give me?

Please have your Policy Declarations Page available. This page contains the named insured, policy number, coverage limits, deductible and mortgage holder, if any. Also have your Temporary Repair receipts available for the adjuster. Before the adjuster leaves, ask and write down the answers to the following questions:

·        What is the adjuster’s name and telephone number?

·        What is the adjusting company’s name and telephone number?

·        What additional information is required to prove my loss?

·        When can I expect to receive a written estimate of my damage?

·        When should I expect a check for my loss?

·        Who do I contact if I do not receive things when expected?

·        When can I begin making permanent repairs?

·        Do I qualify for Additional Living Expenses?

My adjuster told me to begin permanent repairs. Who should I call to do the work?

You may call anyone you like to perform repairs. Please ensure you deal with a reputable person or company. Ask for references, demand a Certificate of Insurance and verify a valid license exists.

I expected to receive my written damage estimate and/or insurance check by now and haven’t, who should I call?

Call your adjuster first. If you are not satisfied with the adjuster’s response, call your insurance company.

I received my insurance check and/or damage estimate and it is not enough to pay for the repairs. What should I do?

Contact your adjuster and explain the situation. The adjuster may require a written estimate from the service provider or may contact the provider and agree on a price for the work. If you are not satisfied, please call your insurance company.

The insurance check I received is made out to me and my mortgage holder/loss payee. How do I cash the check?

The insurance company is required to pay all damage claims to the Named Insured and Mortgage Holder/Loss Payee as listed on the policy. Please contact your Mortgage Holder/Loss Payee for instructions on how to proceed.

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