Filing a homeowners claim

Whether your home sustained damage from fire, wind, hail, theft or another disaster, the first step is to file a home insurance claim. Here are some common insurance claim questions – and answers – related to filing a home insurance claim.

My home was just damaged. When should I start my claim?

Once the danger has passed and you're safe, you can, log in online or call us to begin your claim.

What do I need to have when I call?

During that first phone call, we'll gather information and provide direction on your next steps. That includes:

• Confirming your contact information
• Going over your coverage and reviewing the deductible
• Verifying the facts of loss, damages to the dwelling and effects on your personal possessions

We can help you find a contractor to help you make repairs if you don't have one in mind already. If there were others involved in the loss – maybe a driver accidentally careened into the side of your home – we'll want to get their information too. Lastly, know the name of your mortgage company. It's likely they're also listed on your policy.

Who will work with me throughout the claims process?

We will assign your claim to a claims adjuster according to the severity of the loss. You will receive their 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.

When will the claims adjuster arrive?

Your adjuster will get in touch with you within approximately 48 hours of your first call to us. They will discuss the damages in detail and decide on the best way to move your claim forward. If an inspection is required, they will work directly with you to schedule a time that is convenient for you.

What about all of the damage to my home? Will someone help me immediately?

At your request, we may be able to assist you in finding a contractor to mitigate the immediate damage to your home.

So, how long will the process take overall?

We will process your insurance claim as quickly as possible, but it will depend on the complexity and severity of the damage.

I lost a lot of personal belongings in this disaster. Will they be replaced?

Your adjuster will work with you to discuss specific coverages that apply to your policy. In most cases, we will ask that you submit an inventory of the damaged items, including information on their age, make and model, if it is available. The adjuster will work to identify the replacement costs of those items. It's extremely important that you do not dispose of any damaged items and keep receipts of any emergency items you purchase.

When will I get reimbursed for my loss?

It will depend on the complexity and severity of the damage. We aim to settle your homeowners insurance claim as quickly as possible.

How do you determine what my damaged items are worth?

In most cases, we will initially pay the actual cash value of an item (which reflects depreciation). Then, once you replace the item, we may pay an additional amount needed to replace your item with one of the same kind and quality, depending on your policy's terms. Please refer to your policy for specific information about how losses are settled. 

What can I do to help the process move more quickly?

There are a handful of things to help speed things along after a covered loss happens:

• 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. Take digital photos of the loss. Then, send them our way for review.
• Preserve the evidence. Start an inventory of all that you lost.
• Report your claim 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.
• Send us the inventory of items you lost. Share the list as soon as you're able.

As always, refer to your policy for any questions about coverages, limitations and exclusions.