Claims Process

We handle every claim quickly and with compassion

We know how stressful it can be getting back on your feet after something unexpected happens. It is our goal to handle every claim quickly, accurately and fairly to ensure as little disruption to you as possible. Whenever you do have a claim, follow these steps below.

The Prepared Claims Process

Step One

Call us first (877) 511-7737. Our claims line is available 24/7 to serve you and to provide emergency assistance. 

On your initial call, we will get your contact information and assign your insurance claim a number. Write it down and save it for reference. Call us at any point, even after your claim has been paid, to speak with a specialist.

Step Two

We will immediately assign one of our Claims Examiners to your claim and they will contact you the same day to schedule a property inspection.

In the meantime, take pictures and start a list of all your damaged items being as detailed as possible. The more documentation of your damage you can provide, the more efficiently we can settle your claim.

Step Three

Take all reasonable measures to protect your property from further damage, don’t wait for an adjuster to inspect your home. If the damage is covered under your policy, we will include the cost to protect your property in our total calculation. So save all your receipts if you must perform temporary repairs or find temporary living arrangements.

Step Four

Document all damage, no matter how minor, with photos. Provide all photos, receipts, and the detailed list of damaged items to your field adjuster when you meet on-site.

When the adjuster inspects your property, he/she will also take pictures, survey the damage and may take your statement in order to determine what needs to be repaired or replaced. The field adjuster will then prepare a report estimating your covered damages, including to your home, personal property, and unattached structures.

Step Five

This report will be submitted to an insurance claims examiner for review. The examiner will also review the specific terms and conditions of your policy. The examiner or adjuster may contact you for additional information, or we may need to consult with independent experts (engineers, architects, etc.) to fully assess the value of your claim.

Step Six

If the examiner determines your damage is covered, payment will be released to you. If we determine any part of your damage is not covered, we will inform you of our decision and of the applicable policy terms and conditions upon which we are basing our decision.

Avoid contractor fraud or door-to-door contractors. Never sign anything unless you’re 100% sure. Discuss with you Claim Examiner before signing any contracts. Learn more about Assignment of Benefits (AOB) fraud.

Step Seven

If more damages are found during the repair process, which were not identified during the field adjuster’s inspection, call your adjuster immediately. He/she may need to schedule a follow-up inspection to determine if a supplemental estimate is needed.

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Emergency Water Losses

Stay Safe, Act Quickly

We can recommend and dispatch a qualified water mitigation expert when you call to report your claim. Do not turn on any electrical switches until your system has been checked. Turn off your main switch by standing on a dry surface and using a piece of heavy rubber, plastic or dry wood. If you notice a gas odor, call the gas company immediately. If you need emergency housing, advise us, and we can help secure it for you. Keep all of your receipts. Emergency advances may be issued if necessary.

Prevent Further Damage

Take steps to protect your property from further damage. Board up holes or shut off water supplies. Move items away from flooded parts of your home. Save your receipts—any reasonable costs associated with protecting your property from further damage may be reimbursable.

Health Hazards

The indoor air quality in your home may appear to be the least of your problems. However, contaminated materials, moisture and humidity can present serious long-term health risks. They can cause disease, trigger allergic reactions and continue to damage materials long after the flood.

Entering Your Home

Take photos of any damage, and keep receipts of any funds you spend for emergency supplies. If you do not feel it is safe to enter your home, wait for the Emergency Mitigation personnel who we will dispatch to assist you.

Your Adjuster

If we assign a field adjuster to your claim the adjuster will provide official identification to you at the time of the inspection. The field adjuster will also assess the damage and investigate to verify the cause of the loss.

Flood Claims

Prepared flood insurance policyholders can file a flood claim 24/7. Please call: 877.254.6819

Learn more information about our Flood Insurance policy.

Homeowner Bill of Rights

Know your rights as a policyholder when you file a claim. We work with you throughout the entire claim to explain the process and assist you along the way.

Federal Flood Assistance from FEMA

If you need government assistance, it may be available through FEMA. Follow these tips:

  • Apply within 60 days of loss
  • You will need your SSNs for all family members living in the home, insurance information, tax returns with total annual household income and description of losses. You will also need your bank account information
  • Take photos of all damage, then place debris at the street for trash collection if possible
  • Visit DisasterAssistance.gov to apply for assistance online or call (800) 621-3362. Standard hours at 7am-11pm EST, 7 days a week
  • If you are eligible for an Individual Assistance grant, you are not required to pay back the grant to FEMA