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Claim FAQ’s

  1. Will my claim be covered?
  2. Can I choose who will do repairs to my property?
  3. How should I choose a contractor?
  4. Will repairs be done properly and workmanship guaranteed?
  5. Do I need to file a police report for property damage or loss due to theft?
  6. When do I pay my deductible? To whom do I pay it?
  7. My home was damaged by a flood. Is the damage covered by my policy?
  8. Because of the damage, my home isn’t safe to live in. What do I do?
  9. What if I don’t have all the information about my loss right now? Should I wait to file a claim?
  10. What do you need to show proof of ownership for stolen property?
  11. Do I need to hire a public adjuster?
  12. Should I start making repairs before you inspect the damage?
  13. How can I monitor the status of my claim?
  14. I have replacement cost coverage. Why did you show depreciation on the estimate?
  15. What if my contractor finds additional damage once repairs are underway?
  16. How will you handle my personal property claim?
  17. Why is my settlement check made payable to both me and my mortgage company? How do I get it endorsed so I can cash it to pay for repairs?
  18. Hail damage, so what happens now?

 

1. Will my claim be covered?

It will depend on a number of factors: what coverage you purchased, what caused the loss or damage, and what property was lost or damaged, to name a few. If you’re wondering if a particular loss or damage would be covered, contact your agent.

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2. Can I choose who will do repairs to my property?

Yes. Your claims representative will work with your choice of vendor or contractor.

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3. How should I choose a contractor?

We suggest that you seek out contractors who have a proven track record in your area. To help ensure that you choose a reliable contractor:

  • Talk with friends, neighbors and relatives who have hired contractors.
  • Get references from any contractor you interview, and check them.
  • Contact your local Better Business Bureau for information about the contractors you’re considering.
  • Don’t sign a contract until you’ve reviewed it carefully and have agreed to payment terms.
  • Verify that the contractor has an active license in your state. In many cases, you’ll be able to check right on your state’s website.
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4. Will repairs be done properly and workmanship guaranteed?

By choosing your own contractor, you manage their work and ensure that the repairs meet your standards.

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5. Do I need to file a police report for property damage or loss due to theft?

Yes. Reporting losses to the appropriate authorities is required by your policy.

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6. When do I pay my deductible? To whom do I pay it?

Your deductible will be subtracted from the amount of your loss before we deliver your settlement payment. You will likely pay the amount of your deductible directly to your contractor once repairs are completed.

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7. My home was damaged by a flood. Is the damage covered by my policy?

Our policies do not cover flood damage. If you also purchased a separate flood insurance policy from the National Flood Insurance Program, the damages may be covered. Please speak with your agent to obtain more details.

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8. Because of the damage, my home isn’t safe to live in. What do I do?

Your safety is priority number one! If you purchased additional living expenses coverage as part of your policy, and a covered loss makes your home uninhabitable, your policy will cover a reasonable increase in living costs to maintain your normal standard of living. However, some restrictions and limitations apply.

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9. What if I don’t have all the information about my loss right now? Should I wait to file a claim?
No. File your claim as soon as possible after your loss. Then, if you come across additional information that would help your claim representative with the claim, provide it to him or her at that time. We can even reopen a claim after it’s closed if you obtain information that might result in an additional payment to you.

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10. What do you need to show proof of ownership for stolen property?
To prove that you owned property you are claiming as stolen, you may provide purchase receipts, owner’s manuals or product packaging, appraisals, or photographs of the items in your home.

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11. Do I need to hire a public adjuster?

If you’ve suffered a major loss, you may be contacted by a public adjuster. These are independent claims adjusters who will charge you a fee for their services based on the total value of your claim. That fee is not a covered expense; you cannot seek reimbursement for their fee from us.  We’re confident that your claims representative will investigate, evaluate and settle your claim fairly and efficiently, so that you do not need to hire a public adjuster, but the final decision is yours to make.

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12. Should I start making repairs before you inspect the damage?

We know you’re eager to start putting your home back together, but it’s best to wait until we’ve conducted our first on-site inspection. What you should do is protect your property from further damage, by covering broken windows, or gaps in the roof or exterior walls. This way, we can identify all the damages that may be covered by your policy, ensuring that you receive everything you’re entitled to.

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13. How can I monitor the status of my claim?

Feel free to contact your claim representative when you need a status update, and let that person know how often, or at which points in the process, you’d like to be updated. We’ll be in touch at other times, too – whenever there’s something we need to discuss.

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14. I have replacement cost coverage. Why did you show depreciation on the estimate?

If you purchased replacement cost coverage in your policy, we will cover the actual cost of repairing or replacing damaged, destroyed or stolen personal property with property of like kind and quality. We’ll make an initial payment based on the current value of that property; once you have repaired or replaced the covered item, we’ll pay an additional amount, up to the actual cost to repair or replace. Your claim representative can give you specific information about your claim.

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15. What if my contractor finds additional damage once repairs are underway?

Contact your claims representative and report the additional damage; we’ll re-inspect and determine whether the damage is covered by your policy.

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16. How will you handle my personal property claim?

If you purchased personal property coverage in your policy and your loss involves personal property, we’ll need a detailed list and description of all damaged, lost or stolen personal property. Your claims representative will help you catalog all items, and will then evaluate that information to determine what is covered and to establish its value.

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17. Why is my settlement check made payable to both me and my mortgage company? How do I get it endorsed so I can cash it to pay for repairs?

When you have a mortgage on your home, settlement checks typically are made payable to both you and your mortgagee, as required by the mortgagee. You’ll need to contact your mortgage company to find out how to obtain their endorsement on the check.

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18. Hail damage, so what happens now?

Studies have shown that generally, hail must be 1 ¼ inches in diameter (Half-Dollar size) before it causes damage to heavy composite shingles or wood shake shingles. Lightweight composite shingles may show damage after being struck by 1-inch diameter (Quarter size) hail. Check the trees, shrubs, and plants around your house. If they are stripped of their foliage, there is a possibility that your roof is damaged. You should also check for roof damage if patio covers, screens, or soft aluminum roof vents are dented.

  • Check your car for dents and broken or cracked glass and report a claim to auto insurance carrier, if you desire.
  • If safe to do so…Cover any broken windows and holes in your roof so that no water can enter and damage your home’s interior.
  • Please take all reasonable measures to protect your property. Have your roof tarped in any area that is leaking to prevent additional water damage.
  • Make only temporary repairs. Your claims representative needs to look at the damage before permanent repairs can be authorized.
  • If you filed a claim, your claim representative will contact you shortly. If the storm was wide spread we may have a large number of our policyholders who need assistance, it may take us a little longer to contact policyholders. We appreciate your patience.
  • Allow only your insurance claims representative and the roofer you have selected to get up on your roof. Each time someone walks on it, more damage can occur.
  • Be wary of out-of-town roofers who move into an area and set up shop following a storm.   See the notation about the Storm Chaser bill above.  Select a company with established credibility and local references.
  • Be sure the roofers have workers compensation and liability insurance. If they don’t, you may be held liable if one of the workers is injured or if they damage a neighbor’s property.
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