Site Content

There is a lot to know about a property insurance claims and you've come to the right place.  In this section we will guide you through the process from beginning to end and provide information to determine if filing a claim is the right choice for you.  The first step is knowing whether you should file a claim.  Check out each section below to learn more.  If this information does not suffice for your individual situation, check out the services tab for a customized approach to your claim.  

In the event of a loss, insurance companies want proof that you owned the items that you're claiming.  They also want to know the value and condition of damaged property.  We recommend taking the following steps as a homeowner:

• Video - Take videos of the interior and exterior of your home.  Make sure you capture your personal items in closets and cabinets.  Video evidence of ownership can be submitted to your insurance company. Store this information on a cloud based server so that it's still accessible if the device used to record is damaged.
• Appraise - Determining the value of an item can be impossible if it's badly damaged or completely destroyed.  Be proactive by having your expensive items (i.e. artwork, rugs) appraised so the info can be provided if requested by your carrier.
• Document - Keep documents such as receipts for as many items as possible.  Take photos of receipts for more expensive items.  Receipts also provide an age of your property which is useful for determining a depreciation basis.  

The first thing you should consider is whether or not your home or business has sustained enough damage to significantly surpass the amount of your deductible.  This is important for the following reasons:

• Future Rates - Your rates depend on multiple factors, one of them being the number of claims filed.  If you a file a claim, you want to receive enough compensation to justify a possible rate increase.  If you have significant enough damage to exceed your deductible, it may be worth filing a claim. 
• Time Commitment - Filing a claim can be cumbersome.  If the compensation for the amount of damage sustained is not higher than your deductible amount, the time spent may be wasted.  
• Future Insurability - Actuaries view clients who file frivolous claims as an excessive risk and may decide against insuring you at renewal.  This can affect your insurability with other carriers as well. 

After determining whether or not your damage amount surpasses your deductible, a thorough review of your policy and endorsements is necessary.  Check with your agent or complete your own policy review.  Ask about the following:

• Coverage - Is the loss you experienced covered the the policy.  A review of the policy and a conversation with your agent will determine if your loss is likely to be covered after review by the carrier. 
• Depreciation Related Endorsements - Most insurance companies withhold depreciation on replacement items (i.e. roof, siding) on the initial settlement.  The depreciation withheld is based on the age of the item.  Some polices have endorsements that do not allow for the depreciation to be recovered which is called an actual cash value policy.  If the damaged item(s) in question are older and you have an actual cash value policy, it may be best to replace out of pocket as the settlement may not exceed the deductible. 
• Exclusions - There are exclusions included in some policies.  A common exclusion is for cosmetic damage to metal roofing.  If you have this exclusion, you will want to speak to a professional on whether the damage you sustained is purely cosmetic.   
• Policy Limits - Ask your agent what limits are on the property that sustained damage.  Knowing your policy limits will help you make a sound decision on whether to file a claim.  
• Time Limits on Filing - Some insurance companies have a limit on the amount of time that can pass between the date of loss and the date of filing.  Provide your agent with the date that the loss occurred and ask whether it will affect coverage.  

Once you've decided that filing a claim is the correct choice, you will want to be prepared with the  correct information before you proceed.  These are typical questions that you will be asked after contacting your insurance carrier to file a claim:

• What Occurred and When? - Your answer to this question can be very important as to whether your claim will be covered.  Insurance companies only cover losses that happen on an individual occurrence.  A key term in insurance is sudden and accidental. If your loss was not sudden or accidental, there is a good chance it will be denied. Anything deemed to have been occurring over a long period of time is at risk of being denied.  Be prepared to give a single date and time that the damage took place.  You will also need to be concise with what happened. Make sure you have researched your policy to ensure the loss resulted from a peril that is covered.
• Damage Amount? - Here you will go into additional detail on the specific areas that are damaged.  You should have a grasp on what damage your home or business has sustained.  The answer to this question can determine whether or not the insurance carrier sends a field adjuster to your home or tries to handle the claim remotely based on your description and or photos you submit.
• Temporary Repairs?  - All insurance companies require that you protect the home from further damage as long as it is safe to do so.  Temporary repairs that you or someone you hire are covered by the insurance policy provided the loss is covered and the cost is reasonable.
• Difficult Access? - If you're roof is damaged, the claim taker will ask whether the roof is steep.
• Estimate, photos? - If you have either a contractor's repair estimate or photos of the damage, you will be able to upload them for review.  Be selective about the photos you submit as the insurance company may be using the photos to create their own estimate or decide if a field adjuster is necessary.  

There are multiple methods of inspection.  Many companies are going away from the traditional field inspections in lieu of virtual methods such as drone inspections, photo upload. In certain situations, an insurance company may only require you description of damage or a contractor's estimate.  It's impossible to know exactly which they'll choose but we've provided an outline of the most common types of inspections below:

• Traditional Field Inspection - Five years ago, inspections were most commonly done on site by adjusters trained to inspect for damages.  This type of inspection still exists, however Covid forced insurance companies to find a safer way to inspect so if your damage type can be inspected by one of the methods below, your insurance company may opt for one of those.  The outcome of field inspections are usually the most favorable as a trained person is actually looking for damage.  Field inspections also give you an opportunity to make a personal connection with your adjuster.  
• Virtual Drone - Some inspections are now completed by flying a drone over the damage area.  Inspecting a roof is dangerous and sometimes difficult due to the pitch or access issues.  A drone inspection is typically done in areas where there is known damage in a large area.  Mixed results of drone inspections occur as conditions such as lighting and roof attributes affect the reviewing adjuster's ability to determine whether damage is present.  
• Virtual w/ Inspection - Occasionally, your insurance carrier will send out an individual that inspects your home for damage via a video call.  Essentially the inspector is the eyes and ears for an inside adjuster who is watching the inspection on their computer.  All decisions are made by the inside adjuster and the advantage for the insurance carrier is that a licensed adjuster does not have to be onsite.  This method is commonly used in unstaffed areas or when staff resources are not available.  Results of this inspection method vary depending on how well the inside adjuster directs the inspector and/or the inspector's knowledge of what to look for.
• Photo Upload - This method of inspection requires that you send photos of the damage to the insurance company.  Some carriers have phone apps that instruct you on how to take the photos that they need.  If you don't feel comfortable with this method, you can request a different type of inspection.  
• Fast Track - Sometimes a carrier will simply ask you to describe the damage your home or business sustained and will prepare an estimate based on your description.  They may ask you for a contractor estimate as well.  This method is generally reserved for smaller claims.  

Types of adjusters:

• Staff Field Adjuster - Most insurance companies keep a staff of field adjusters in each geographic region in which they have customers.  
• Catastrophe Adjuster - The larger insurance carriers have a division of adjusters that are trained to handle claims in catastrophe situations such as hurricanes or earthquakes.  These adjusters can also handle day to day claims but are available to travel during disasters.
• Staff Inside Adjuster - This type of adjuster handles claims remotely.  They are mostly responsible for reviewing the virtual, photo and fast track claims mentioned in the section above.
• Independent Adjuster - There are many third party companies that provide adjuster resources for insurance carriers.  Smaller carriers use independent resources as they do not keep a large staff.  Larger carriers use independent resources when they short on staff or need inspections in areas that are not staffed.
• Contingent Adjuster - During mega catastrophe events, an insurance company may not have enough resources to handle the resulting claims so they may contact third party companies that specialize in handling catastrophe related claims.  

• Educate Yourself - Read through the information provided above be aware of your deductible and policy endorsements.  Insurance claims can be complex so consult with a professional that knows how to communicate with insurance companies.  One wrong statement can change the entire outcome of the claim.
• Your Approach - Don't go into the claim with a negative mindset even if you've had negative experiences with insurance companies in the past.  Every claim is different and each adjuster is unique.  You are always better off to establish a personal connection with your adjuster and anyone you speak to with your carrier.  Adjusters are generally overworked and have tough conversations every day.  A pleasant conversation prior to discussing the claim will work in your favor.  Our staff have been through extensive training with multiple companies and contrary to popular belief, an insurance company's goal is not to save money but rather pay a fair amount.  The fact is you're dealing with individuals that are making a decision on what to pay and your approach to the claim can greatly affect the outcome.
• Work for your Adjuster - Adjusters are commonly over-worked and do not have time to research things such as local building codes or material types.  The more work you do for them, the more favorable the outcome will be as they do not have to spend time finding information related to your claim.  Every decision an adjuster makes has to be justified with facts and sound reasoning.  If you provide this for the adjuster, they will likely attach the information to the file and pay your claim.
• Call Us -  If you have read through all this information and still do not feel comfortable with any part of the claims process, give us a call and we will help you through it.  The claim has not concluded until you are happy with the outcome in most cases.  We can help you get what you need for repairs even if the initial settlement is not sufficient.