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When things go wrong, we can help!

Our Claims organization, which is comprised of an award-winning team of caring insurance professionals who are there when you need them, 24 hours a day, seven days a week. As a customer, you've bought a promise - and we think you'll be happy to know that we'll be there when you need to file a claim, and we'll be there to answer your questions and begin the process of helping you restore your life to order.

Here's how we do it:

Whether you're reporting a simple fender bender or a catastrophic house fire, need roadside assistance or vehicle glass repair or replacement, or need to report a dog bite or on-the-job injury, we follows the same basic five-step process to see every claim through from start to finish:

1. Claim assignment
When we receive your claim, it will be assigned to a claims professional. Depending on the complexity of your claim, you may work with a team of claims representatives, each of whom has experience handling a particular aspect of your claim.
2. Initial contact
A claims professional will contact you to get the facts surrounding your loss, talk to you about your coverage, explain how your claim will be handled, identify ways to protect your property from further damage (for example, putting a tarp over a damaged roof or plastic sheeting on a broken car window), and schedules an in-person appointment if one is needed.
3. Estimate and evaluation
Your claims professional will determine whether the loss is covered, will gather the facts, inspect and document damage, interview witnesses or other involved individuals, take photos and samples (if needed), and evaluate your claim.
4. Resolution
We will work with you to resolve your claim fairly either by paying what you're owed, or explaining why there would be no payment on your claim.
5. Close the claim
When we have resolved your claim under the terms of your policy, we close the claim. If you discover additional expenses, we will re-open your claim to investigate.

Some claims are more complex than others. Some may be opened and closed quickly while others may take weeks or even months to resolve, because of the complex issues involved. But wherever your claim falls in that range, our claims professionals will do whatever it takes to help you get back where you belong.

Here's what makes us unique:

  • Our more than 12,500 Claims employees are fully equipped to meet - and exceed - your expectations when you need our help.
  • If disaster strikes, our Mobile Claims Centers (MCCs) and claims representatives arrive swiftly to help our customers file claims, answer insurance questions, and access our free satellite communications and Internet services.
  • Our fleet of claims vehicles is equipped with GPS technology to help ensure that our field claims representatives and resources arrive quickly when you need them.
  • While we've instituted best-in-class customer systems and processes to handle your claim, what really makes us special is the way we treat each and every customer like a friend or family member. After all, isn't that the way you'd want to be treated?

Make no mistake: Best-in-class customer service is our standard. It's also our passion and what we do best. That's our pledge!

Frequently Asked Questions

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