Please note the following:
Your coverage and limits are listed and described in your policy. You should not construe any of this material as altering or expanding your coverage. This is not a contract. Coverage and policy language can vary by state.
What do I need to know to report a claim?
Minimum information:
Policyholder name and contact information
Policy number
Loss location
Date of Loss
Type of loss- Personal Auto, Homeowner, Commercial Auto, Commercial Property
Brief description of loss
Vehicle/driver information
Helpful information:
Injuries - type of injury and contact information
Name of investigating police department and report number
Any photos of the damaged auto or scene of the accident
What is the claims process?
The claims handling process can vary depending on the type of loss. Your claim representative will help you through the process by:
Explaining your coverage, limits and deductibles that apply to the loss
Arranging for your vehicle's inspection and estimate of repair
Overseeing the repair or reimbursement of covered items
How long will it take to handle my claim?
The amount of time required to handle each claim varies based on the severity of the damage, the number of parties involved and other factors. Your cooperation in the investigation of the loss will speed it along. Some claims can be handled with one phone call and others are more complex and need investigation.
What if the other driver is responsible for the accident?
You may pursue the other party or his insurance company on your own, or you may turn your claim in to us. If we pay on your behalf, we will assume the responsibility of recovering the expenses from the other person or his insurance company.
What is a deductible?
The deductible is the portion of a covered loss you pay before the insurance company becomes responsible for payment under the policy.
What is Liability coverage?
When you are legally responsible for an auto accident, it pays for damage to others. It pays for loss resulting from bodily injury and property damage to an auto.
What is Medical Payments coverage?
Medical Payments coverage covers medical expenses for you, resident family members and occupants of your vehicle resulting from an auto accident. It also pays medical costs if you are struck as a pedestrian.
What is Personal Injury Protection coverage?
In states where this 'no fault' coverage is available, it pays for medical bills and funeral expenses. It will also cover a percentage of wage loss during a period of disability from an injury resulting from an auto accident.
What is Collision coverage?
Collision coverage pays for direct and accidental damage to your vehicle as a result of an auto accident with another vehicle or when you collide with any other object, such as a curb, mailbox, or pot hole.
How Do I prevent further damage to my vehicle?
It is important to take steps to help prevent further damage to your vehicle. If not, it could impact your claim payment.
If you are not sure your vehicle is safe to drive, don't drive.
Damage to your windshield and other windows should be repaired as soon as possible.
Plastic should be used to prevent further damage to the inside of the vehicle until glass can be replaced.
What if I have an estimate that is more than the company appraisal?
Take the appraisal to the shop of your choice and let them know that it is your insurance appraisal. They will review it and contact the appraiser with additional damages. The shop and the appraiser will come to an agreeable repair figure.
What if the repair shop finds more damage than is reflected on the appraisal?
Your repair shop should contact the appraiser who estimated the damages initially. Should the shop contact you directly, ask them to call the appraiser listed on the estimate. The appraiser will let us know of any additional amounts to be paid to the shop.
What if my vehicle is a total loss?
An appraiser will inspect the damage to your vehicle and determine whether your vehicle is a total loss. A vehicle is considered to be a total loss when it is not economically feasible to repair or the damage meets or exceeds the current market value of the vehicle. In addition, a state mandated total loss threshold may affect the method in which we resolve your claim.
Your vehicle may accrue storage charges at its current location. In order to minimize the storage charges, it is imperative that you allow us to move your vehicle to a storage fee free facility.
The next step in the process is to determine the pre-accident value of your vehicle. In order to obtain an unbiased market value for your vehicle, we use the services of an independent valuation company to research the value of the vehicle within your local marketplace. The valuation takes into account the year, make & model, mileage, equipment, condition, and enhancements of your vehicle.
Once we have received the valuation report, we will contact you to discuss settlement. For covered losses, we will pay the actual cash value of the vehicle, less your deductible.
We will require the clear title to your vehicle in order to complete payment of your claim. If your title is held by a bank, lending facility, or lease company, we will confirm the status of your loan. You may still owe money on your loan if the actual cash value is less than what you owe. You may be responsible for any loan amounts in excess of the claim settlement amount.
The documents required by state law to process the total loss of a vehicle vary. All parties listed on the title must sign the forms exactly as the names appear on the title, with no alterations. Some states require the forms to be notarized.
What is Other than Collision coverage or Comprehensive coverage?
Other than Collision coverage pays for direct and accidental loss to your vehicle due to losses that are not considered collision, such as theft, vandalism, glass damage, falling objects and fire.
What if I only have windshield or other glass damaged?
If you have a glass claim, contact Lynx Services at 800-696-0507, 24 hours a day, or report the claim promptly to your agent. Lynx Services, is a nationwide auto glass repair and replacement network and will assist you in finding a convenient repair shop. Repairs are often completed within 48 hours of your phone call. Lynx utilizes the services of over 3,000 glass shops nationwide and will handle the entire claim process for you.
Did you know that damaged glass can often be repaired if it has not begun to crack? If you have Comprehensive coverage and your windshield can be repaired safely rather than replaced, your deductible is waived.
What if my stolen vehicle is recovered?
If your vehicle is recovered, the police will contact you with the information. Ask them about any damages to the vehicle. Notify your claim representative immediately. Your options will vary depending on whether we have already paid you for the theft.
What if personal property is stolen from my vehicle?
Your homeowners or renters policy may cover this type of theft. If the stolen property is considered auto equipment, it could be covered, under your auto policy. Examples of auto equipment are bike racks and wheelchair lifts that are not functional unless attached to the vehicle.
What is Uninsured/Underinsured Motorists coverage?
This coverage varies by state but generally covers bodily injury and property damage that you are entitled to recover from someone who causes an accident and has no insurance, or insufficient insurance, to cover all damages.
What is Rental Reimbursement coverage?
This coverage reimburses the expense of renting a vehicle, up to the limit specified in your policy, if a covered loss puts your vehicle out of service for more than 24 hours.
What if I need a rental car?
If you purchased Rental Reimbursement Coverage, or if transportation expenses are covered in your policy, this expense would be covered up to the limits provided in your policy. You can rent a car from the rental agency of your choice, or you can ask your claim representative to assist you in renting through Enterprise, Rent-A-Car or Hertz. They are our preferred companies.
How long can I keep the rental vehicle?
If there is coverage for rental expense, we will pay only for a limited number of rental days. If your vehicle is a total loss, rental will be extended only until the value of your vehicle is formally discussed with you, or shortly thereafter, up to the limits of the policy. If your vehicle is repairable, we will pay rental expenses for a reasonable repair time up to the limits of your policy.
In the event of a roadside emergency, contact Quest at 888-600-8232. We have partnered with Quest, who provides concierge service 24 hours a day, 365 days a year.
Assistance is provided for mechanical breakdown or failure, lack of fuel or other engine fluids, loss, theft, breakage or damage of the vehicle key. Services include tire changes, emergency fluid delivery, dead battery jump-starts, lock-out service, minor mechanical first aid and towing.
To qualify, your policy must include coverage for roadside service and assistance. Contact your agent if you want to add this coverage to your policy.
