As I backed out, I heard a crunch behind me. Sure enough, I hit a parked car.
I had a lot on my mind and apparently, what I could see in my rearview mirror wasn’t one of them.
Fortunately, nobody was in the car and it was minimal damage. I found the owner of the car, got their information and immediately called my agent.
They got back with me and talked me through it, just person to person. I felt comfortable telling them how silly I felt. They sympathized. My agent explained the entire claims process to me and I never had to talk to the owner of the vehicle I hit or their agent again. I think that was my favorite part, honestly!
As this policyholder’s experience demonstrates, the service behind an insurance claim can be enough to turn around a very bad day. So, if you’re reading this in a similar situation, we hope your day also turns around and you can learn a thing or two about the claims process.
What is an insurance claim?
Let’s start with the basics.
An insurance claim is a request for payment made by a claimant to an insurance company. A claim is set up and recorded in the insurance company’s system at the time a claim is reported to a company or an insurance agent. Then, the agent or insurance company will keep a record of what is called the “first notice of loss”.
Keep in mind every insurance company’s claims process will vary.
What happens after I file a claim?
Once the claim is filed, we should assign a claim representative to your claim. The claim representative will contact the parties involved to begin an investigation. This includes reviewing insurance coverages and assessing damages and liability if applicable. Any payments are based on the outcome of this investigation.
Depending on your insurance company, this process may vary. If you do not work with a specific agent, keep track of who you speak with at the agency and/or insurance carrier.
Are there things I can do to help my claim go well?
Most claims go well all on their own, but there are a few policyholder obligations you should be aware of:
- Report the claim as soon as possible. This is not only a requirement of most policies, but reporting it quickly allows the insurance company to begin the investigation while the evidence is fresh. This allows them to make the best and most informed decisions possible.
- Provide all requested documentation. This can be a daunting task depending on the size of the claim, but documentation is an important way claims are supported and verified.
Many insurance companies are moving to more automated claim handling with less human interaction. We understand there is certainly a place for automation in claims handling. But, when you’re filing a claim (which more than likely means you’re having a rough day) we think it’s important to have a real person answer your call. That’s why our claim associates are available by phone and, outside of a pandemic, in person as well.
Providing you with personal, human service is what we believe makes Auto-Owners Insurance refreshingly human. Which, if you ask us, is just simple human sense.