Understanding the Insurance Claims Process

Whether your property has had a fire, a break & enter or hail, dealing with the claim can be stressful and confusing. To help you through this process, we've put together a guide to the claims process.

Gather as many details as possible. In order to determine whether or not your policy will provide coverage for the loss or damage you have experienced, the origin and cause must be positively identified. Take good clear photos or videos of the damage and take all reasonable steps to prevent any further loss or damage. Make a list of any lost or damaged items in your home and try to find receipts and owners' manuals for any big-ticket items. I recommend having an inventory list or take your smartphone and make a video of all of your contents to have available in the event of a loss.
Report the claim to us as soon as possible. We'll confirm your coverage, review the details of the incident, and advise you of any paperwork to be completed. We can either report the claim to the insurance company on your behalf, or can assist you in reporting it yourself.
Once the insurance company has received your claim report, a claims adjuster will be assigned to your file. They'll get in touch to confirm details of the loss and review your coverage, conduct an in-person visit and provide paperwork to be completed. When the adjuster conducts the interview, don't be alarmed if they make you feel like the bad guy. They're just doing their job to make sure that this isn't a fraudulent claim. It's too bad that a few ruin it for so many. At this stage, your adjuster will be your main contact person for your claim; however, if there's a problem we can advocate on your behalf throughout the process to ensure a smooth and efficient resolution to your claim.
In most cases, your claims adjuster will require two to three third party quotes and some companies will provide their own generated report on the repairs. Typically it's the insured's responsibility to arrange for the work to be completed, once approved by the adjuster. With a property loss, the insurance company requires that you complete a Proof of Loss form and deliver it to them as soon as possible — along with an inventory of the lost or damaged property you're claiming. This does require a lot of work, but, once again, the adjuster is doing his job.
Your claims adjuster will review the estimated cost of repair report and decide to what extent the insurance company will pay out. You will be advised of the options for repairs, including preferred suppliers by the insurer or whether you can use a contractor of your choice. Repairs done by preferred vendors will be guaranteed by the insurance company to meet their standards, but you may need to wait for service. At this point, you will also be responsible for paying any deductible applicable to your claim. Your claims adjuster will also determine whether to provide additional services — such as additional living expenses — while your home is being repaired.
Once repairs have been completed and lost items have been replaced, your insurance company will pay any invoices on your behalf (except the deductible, which you will have already paid). Keep in mind you have two years from the date of loss to finalize your claim.

If your loss includes any injuries, you will be assigned a specialist claims adjuster. This adjuster will have special knowledge of any medical benefits available and any additional forms to be completed. If other parties were injured, it's important to cooperate with the insurance company's investigation to ensure a fair and timely resolution.

If you have any questions about what insurance coverage you have in place, call Heritage Insurance, Ltd. at (800) 667-7640 or contact us online today. We can help make sure your property and belongings are properly covered to their full value. Then you can rest easy knowing the things you love are protected.

Understanding the Insurance Claims Process

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