Filing a Homeowners Insurance Claim

What can I expect when I file a homeowners insurance claim?

Whether your home sustained damage from fire, wind, hail, theft or other disaster, the first step is to file a home insurance claim. Here are some common questions – and answers – to what happens when you file a home insurance claim.

File a claim

To start a claim, contact us at 800.872.5246.

Or, if you were involved in an auto accident and no one was injured, file your claim online.

First of all: Is everyone in your family okay? If you recently experienced a serious catastrophe, ensure everyone is safe and receiving the proper medical attention. Then, call us.
During that first phone call, we'll gather all of the facts. That means confirming your contact information, going over your coverage, and reviewing the deductible. We'll also verify the facts of loss, damages to the dwelling, and effect on your personal possessions. Then we'll need to find a contractor to help you make repairs. If you have one in mind, let us know. Otherwise, we can recommend one. If there were others involved in the loss – maybe a driver accidentally careened into the side of your home – we'll want to get his or her information too. Lastly, know the name of your mortgage company. It's likely they are also listed as an insured on your policy.
We will assign your claim to a Claims representative according to the severity of the loss. You will receive his or her contact information so you can call or email any time. You'll also receive detailed information that spells out the next steps and what you can expect after that.
Your adjuster will get in touch with you within approximately 48 hours of your first call to us. If the damage is severe, your adjuster will schedule an inspection within the next three days to photograph the damage to your home. The adjuster will then submit a report back to us within five days.
Yes. At your request, we can send a contractor to mitigate the immediate damage to your home.
We will process your insurance claim as quickly as possible but it will depend on the complexity and severity of the damage.
We'll ask you to send us an inventory of the items you lost. If the value of your lost items exceeds $150,000, we contract with a company that helps you determine the amount of your loss. The company will talk to you about everything you lost, take photos of the damage and help you identify the replacement cost of those lost items. Contractors involved in the clean-up will have a list of non-salvageable items and come up with pricing for that list.
It will depend on the complexity and severity of the damage. Once you've sent us the inventory of items, we aim to settle your homeowner insurance claim as quickly as possible.
In most cases, we will initially pay the actual cash value of an item (which reflects depreciation). Then, once you replace the item, we will pay any additional amount you paid to replace your item with one of the same kind and quality.

There are a handful of things to help speed things along:

  1. Mitigate the damage. It's important that your home does not sustain more damage because of the existing damage: Like a hole in the roof after a storm that goes uncovered and then it rains again.
  2. Take digital photos of the loss. Then, send them our way.
  3. Preserve the evidence. Start an inventory of all that you lost.
  4. Call us as soon as you can. Get in touch with us as soon as you're able so we can get the ball rolling on your claim.
  5. Send us the inventory of items you lost as soon as you're able.