File a claim, and know exactly what happens next

Call the claims line or file online. We open the claim on that first call and issue the claim number before you hang up. If the property is not habitable or a vehicle is not drivable, say so, because that changes the queue.

What we will need

• Policy number, or the address and your name
• Date, time and place of the loss
• What was damaged, roughly
• Photographs if you have them

A named adjuster takes the file and calls you. You get their direct line, not a queue. Total losses and habitability issues are assigned the same day. For catastrophe events we deploy field adjusters to the affected counties rather than waiting for appointments.

What we will need

• A time we can inspect
• Access to the property or vehicle
• Any repair estimates you already hold

The adjuster inspects, scopes the damage and writes the estimate. You get a copy of the scope. If you disagree with it, say so then rather than after the cheque, because reopening a settled scope is slower than correcting an open one.

What we will need

• Receipts or appraisals for scheduled items
• The contractor estimate, if you have one

We issue payment less the deductible. On a replacement cost policy the actual cash value comes first and the withheld depreciation is released once the work is invoiced. If a mortgage company is named on the policy, it is named on the cheque.

What we will need

• Completed work invoice, for depreciation release
• Mortgagee endorsement details, on a property claim