Claims

What to do right after a loss

The first few hours after a crash, a break-in, or water in the basement matter more than people expect. Take care of people first. Then the paperwork.

1. Make sure everyone is safe. If anyone is hurt or there is a fire, gas leak, or other danger, call 911.
2. Get a police report. For a car accident, theft, or vandalism, ask for a police report and write down the report number. For a hit-and-run on a parked car, still file one, even if nobody saw it.
3. Take photos. Photograph the damage, the scene, and, for an accident, the other vehicle's license plate and insurance card. More photos than you think you need.
4. Don't admit fault. Exchange names, phone numbers, and insurance information, but leave the question of who was at fault to the adjusters.
5. Prevent further damage. If it's safe, cover a broken window or shut off the water. Keep receipts for anything you buy or pay for.
6. Keep everything. Save damaged items until an adjuster has seen them, even the soaked carpet, and keep receipts, estimates, and repair invoices in one place.

How to report a claim

Every policy has a claims phone number. You'll find it on your insurance ID card and on the declarations page of your policy. Most claims lines are open around the clock, so you can report a claim as soon as it happens, including at two in the morning.

After you've reported the claim, call us at (312) 666-4424 during business hours, or call the office closest to you (all offices). Tell us the claim number if you have one. We'll take it from there and stay with you until the claim is closed.

If you can't find your ID card or declarations page, call us. We'll look up the number and help you report the claim.

How our agency helps during a claim

The insurance company's claims department handles the claim itself. We don't adjust it and we don't write the check. What we do is make sure you understand what's happening and that nothing sits in a pile. We've been doing this since 1997, and we know what a stalled claim looks like and who to call about it.

• We explain your coverage. We'll help you understand what your policy may cover for this loss, what your deductible is, and what to expect next.
• We help you gather documents. Photos, receipts, the police report, estimates, and anything else the adjuster asks for.
• We follow up on status. If a claim seems stuck, we'll make the calls so you don't have to spend your lunch hour on hold.
• We answer your questions. No question is too small. If something in a letter or a phone call doesn't make sense, read it to us.

What to expect

The adjuster

An adjuster is assigned to your claim. They may call you, ask for photos, or come out to inspect the damage. Give them the facts and the documents you've gathered.

Estimates

For car damage, you may be asked to get a repair estimate or visit an inspection site. For home damage, the adjuster may write an estimate or ask for one from a contractor. Keep copies of everything.

Your deductible

A deductible is the part of a covered loss you pay yourself. If your deductible is $500 and the covered repair costs $2,000, the claim pays $1,500. Your deductible amount is on your declarations page, and we can help you find it.

Timing

Simple claims can move quickly. Claims with injuries, disputes about fault, or large amounts of damage take longer. We'll keep you posted along the way, and you can always call and ask where things stand.

Questions before you file?

Not every event turns into a claim, and sometimes it helps to talk it through first. A scraped bumper is a different decision from a kitchen fire. If you're unsure whether to file, or what your deductible means for a small loss, call us at (312) 666-4424. We'll give you a straight answer, and the decision stays yours.

You can also opt in to text message updates so we can reach you quickly while a claim is open.