1. Reporting Your Claim

• When a loss occurs, your top priority should be ensuring the safety of yourself, your property managers, and your tenants. Once it’s safe, you’re responsible for taking reasonable steps to prevent any further damage. These actions — such as water extraction, roof tarping, or boarding up windows and doors — are the responsibility of the owner to mitigate further damage and can be part of the claim. Photos of the damage must be included with your claim submission.
• To start the claims process, complete the Report an Incident form. Our team will review your situation, provide a general overview of your coverage, and forward your claim to a Third-Party Administrator (TPA), who will work with the insurance carrier to investigate and determine coverage.

2. Inspection & Assessment

• Once your claim is submitted, our team reviews it and forwards it to the insurance carrier for approval to move forward with the investigation. The carrier will then assign a local independent adjuster based near the location of the loss.
• The adjuster will typically reach out to you within 48 to 72 business hours to schedule a property inspection as soon as possible. After the inspection, the adjuster generally has 10 to 21 days to complete the next steps. This includes preparing an estimate, gathering claim-related documents, coordinating with involved parties, and submitting a detailed report back to the carrier for further evaluation.
• The carrier will review the adjuster’s report and may ask for clarifications or revisions if needed. Once the review is complete, the settlement recommendation is sent to the insurance carrier for final approval.

3. Resolution

1. It is up to the insurer to approve or deny the claim based on the adjuster’s report and recommendation. There are several reasons a claim may be denied: the cause of loss is not covered on the policy, the insured did not fulfill certain responsibilities of the insurance contract, the loss was deemed intentional, the occupancy status was misreported, among other common exclusions. Claim resolution can take a matter of days, or up to several months depending on the complexity of the loss and required investigation. Our team will do everything we can to keep you informed during this process.

4. Payment & Closure

• The insurance carrier will send a written notification once it has made a decision on your claim. If the claim is approved, payment will be issued — minus any applicable deductibles, depreciation, or co-insurance penalties. Depending on whether you have selected Actual Cash Value or Replacement Cost settlement on your specific policy, you may receive the claims payment in either one check, or two (the second being recoverable depreciation after submission of applicable work orders and receipts).