Claims Guide

What to do after a claim.

The moments after an accident or loss can be stressful. A few careful steps can protect your safety, preserve important information and make the claims process easier.

Take care of people first.

If anyone is injured or there is an immediate danger, call emergency services. Property can be repaired or replaced. People come first.

Prevent additional damage when it is safe.

Take reasonable steps to keep a loss from getting worse, such as shutting off water after a pipe breaks or moving undamaged property away from a leak. Do not put yourself at risk or make permanent repairs before the damage is documented.

Document what happened.

Take photos and video, write down what happened while details are fresh, and keep names, contact information, police report numbers or other relevant records.

Save receipts and damaged items when practical.

Keep receipts for emergency expenses and temporary repairs. Do not discard damaged property until you know it is no longer needed for inspection or documentation.

Report the claim promptly.

Provide accurate information about the loss and ask what documentation will be needed. Keep notes of important conversations, dates and claim numbers.

Ask questions when something is unclear.

Claims often involve deductibles, limits, exclusions, estimates and repair decisions. If you do not understand why something is being requested or how coverage applies, ask for an explanation.

This guide provides general educational information. The facts of each claim and the terms, conditions, limits and exclusions of the applicable policy determine how coverage may apply.