How Our Service Measures Up

Satisfaction Surveys

We send a follow-up survey to every client who has received a claim payment to learn how he or she felt about our service and how we can improve. Among the respondents:

Ninety-seven percent would refer us to friends or family
We also receive high marks on the timeliness of our response and the explanation given during the claims process.
Many have written letters or notes to reinforce how pleased they were. See our customer testimonials.

Our Service Promise

Expertise: Whether you have a loss involving imported marble flooring in your dining room, hand-stitched leather seats in your vintage sports car, a collection of rare impressionist paintings, or a personal liability lawsuit that threatens a substantial portion of your net worth, we have the expertise to properly recognize and handle your claim.
Fairness: We settle covered losses fairly. For instance, we promise to pay the full cost of having your home and other structures on your property rebuilt after a total loss, even if the amount exceeds the limit in your policy. We do not apply depreciation to furniture, clothing, or your other possessions.
Ease and Transparency: Our claims adjusters are not only experts at understanding the extent of your loss, they are skilled at explaining the claims process to make it transparent and as easy as possible for you. Besides reimbursing you for your loss, we can help you find and manage repair services to make the process of recovery less stressful.
Speed: Our adjusters are trained to respond quickly no matter when disaster strikes—even in the dead of night on a holiday weekend. Simply call our toll-free number. In an emergency, we can have a clean-up crew to most homes within two hours.
Choice: If you decide not to rebuild your home after a covered total loss, you can choose to receive a cash settlement. For your car, you’re free to choose your favorite local repair shop or one that we recommend.
Preparation and prevention: Through our risk consultation process when you first become a policyholder, we are able to proactively suggest ways to protect your home and family, potentially reduce the cost of insurance over time, and simplify the claim process if you do have a covered property loss.

Emergency Response

Immediate assistance through our Adjuster-On-Call program

You can contact us whenever you need to report a claim - 24 hours a day, seven days a week at our toll-free number, 800 945-7461.

Unfortunately, some claims result from situations that can only be called "emergency." For example:

You return home to find your house has been broken into, and your front door is severely damaged and cannot be closed.
Your car is damaged in an accident, and you're stranded far away from home.
A fire causes severe damage to your home.

In situations like those, our operators can do more than record your claim. Through our Adjuster-On-Call program, they will put you in touch with an adjuster who can provide immediate assistance, including help finding and contacting emergency services, car rental agencies and contractors.

Repair & Legal Services

Helping with more than just a check

Sometimes it takes more than just a check to help you recover from a loss. Our claims professionals can help you accomplish a number of tasks, such as:

Property claims

Choosing a contractor to rebuild a damaged building
Reviewing repair estimates
Installing safety equipment to help prevent or minimize damage from loss reoccurrence
Finding temporary housing while your house is being repaired

Auto claims

Finding a rental car when your car has been damaged in an accident
If requested, directing you to a reputable garage for automobile repairs following an accident
Dispatching our national vendor to you to replace damaged windshields when and where you want it. Turnaround time is generally within 24 hours.

Liability Claims

Vigorously defending you against the claim and settling the matter appropriately if you are indeed liable.