FAQ
What is the first thing I should do if I have a claim?
Call your insurance carrier and give them details of what damage has occurred then file your claim.
What are the next steps once I’ve filed a claim?
Call a mitigation or restoration company if your carrier is not dispatching one. If the event involved the use of emergency services (Fire, Police, EMS) get a report number from them and if possible, get a copy of the report as soon as you can. Be sure to get the contact information from EACH of the responding agencies.
What usually happens next?
A Field Adjuster or carrier representative will call you to schedule an appointment so they can assess the damage, interview you about the claim, and then file a field report with the Desk Adjuster to review.
What should I do after I meet with the Field Adjuster?
Get a written estimate for the claim damages from your mitigation or restoration company. Have them send a copy of the estimate to you and directly to your Desk Adjuster. NOTE: The mitigation estimate is normally the first estimate so the Desk Adjuster can approve the demolition work. The second estimate will be the Restoration work which usually follows the demolition. This should also be sent to the Desk Adjuster with a copy to you.
How long will this take?
The process can be long depending upon the nature of the damage. Be sure to keep a log and a diary to keep all of the related documents in one place like business cards, invoices and a copy of your policy.
Be sure to keep a diary of who you talked to, when you talked to them and brief notes on what was discussed. Even a simple plumbing leak repair might mean you talking with between 6 to 10 people before the claim is closed.
IMPORTANT: What do I do if someone shows up to my house saying they were sent by my insurance company to complete the repairs?
This may be legitimate but it also may well be a scam, so do your due diligence before agreeing to or signing anything. Remember, once you sign anything you are responsible for payment to that company whether your claim is approved or not. Here are some steps you can take:
If they were sent by your insurance carrier, they would have an email or a document from the carrier with the following information: Claim #, your name, address and phone number and a description of the loss.
They would also have the name of the Desk Adjuster or the party authorizing them to contact you. Note, most vendors sent by the insurance carrier will reach out to you by phone rather than just showing up at your door.
Whether or not they have a work order from the carrier, ask them to give you a copy of it along with their business card and contact information. Let them know that you need to verify the dispatch with your carrier and once confirmed you will call them back to schedule an appointment. Normally your carrier would contact you if they are sending someone out, so be sure to check your email in case you missed one from the carrier.