At Homesite we have a claim philosophy which sets us apart from the rest of the insurance industry. Our Claims Department's daily commitment is to lead the industry by providing only the highest quality service to all of our customers. This means service that's fair, prompt, honest, and above all efficient.
Our continuing dedication to improving every aspect of our claims operation is guided by the belief that customer satisfaction is the ultimate measure of our performance. This belief drives us to constantly test how we can meet and exceed the exacting standards and expectations of our customers.
Homesite knows that the way we handle a claim will have the greatest impact on customer's level of satisfaction. If you are ever in the unfortunate situation of having to report a claim, we promise that you'll find our service informative, timely, fair, accurate, and extremely user-friendly.
In the event that you have a claim to report, there are two ways that you can provide us with the First Notice of Loss. You can simply complete and submit our on-line claim form. Once you have reported a claim we will send you additional information which will provide you assistance throughout the claim process. The second option is to call us at 1-800-Homesite and follow the menu prompts to our Customer Service Call Center. An associate will then take your information over the phone and immediately assign your claim to a claims associate.
Some claims may require immediate emergency repairs. When you have Property Insurance from Homesite, we'll be there to assist you in initiating the necessary repairs to make your home livable or to mitigate further damages. As a homeowner it is your duty to protect your property before, during, and after a loss. If you are unsure as to what steps should be taken, call Homesite's experienced staff for advice. Save any receipts for charges you may incur for protecting your property, as these charges may be covered. Above all else, do not take action to protect property that may endanger your well being. This should be done by qualified professionals.
Homesite wants you and your family to be safe and secure. In case of a major loss, where your home has suffered significant damage and has been deemed unlivable, we will assist you in finding temporary living. We can help you locate a place for your family and make the necessary payment arrangements.
Communication is key to any successful relationship. It is our goal to have a claims associate contact you as soon as possible – usually within 24 hours of the reporting of your loss. At that time, the associate will provide you with all the necessary contact information to converse with them throughout the claims process. Our interactive website, e-mail, and Customer Call Centers are also available to you throughout the claims process. This ensures that the channels of communication between you and your claims associate are always open.
After reporting a loss, you will be contacted by a claims associate. Our claims associate will provide you with the tools needed to complete an inventory of your loss. Based on your situation the claims associate may send you a packet of information that helps you understand the claims process better, while providing Homesite with the information needed to process your claim efficiently and effectively. We will do our best to customize our claims handling process to accommodate your specific needs.
Because we understand the important investment you have in your home, we will take every opportunity to keep your policy information up to date. This is part of an internal process called the "Continuous Learning Loop". It is a service we provide as part of our efforts to develop our Customer Profiles, and involves underwriting information which is crucial in determining if your home is properly insured. If you do have a claim we will use the situation to update your current Insurance Profile.
All losses require an investigation to determine if we are allocating all applicable coverage to your loss. The extent and type of investigation is determined by many factors, and will be explained to you at the onset of the investigation stage.
Many claims require an inspection to properly investigate and assess the damage or loss. Whether or not an inspection is required will be determined when you report a loss, or during the initial contact with the claim representative. If an inspection is required, a member of our Field Services Division will set up an appointment to meet with you and inspect the damages. We invite you to have your contractor(s) present during this inspection. In many instances, we can prepare a damage estimate and issue you a settlement check at the time of the inspection.
Many losses involve physical damage to your home or related structures. An accurate damage assessment is a critical step and challenging step in the claims process. This assessment can be performed either by one of our Field Service Representatives or an Internal Claim Representative. In some cases there may be additional damage which was not initially identified. Such cases will be examined and resolved as they arise even if noted after the original settlement.
Your loss settlement will occur as soon as the investigation and the damage assessment have been completed. This is the time when we issue checks and complete the final reports. The length of time it takes – from the initial reporting of a loss to the settlement – relies heavily upon what type of loss you have sustained. Some losses can be settled within hours. Loss settlements are designed to act as resolutions to your claim. If additional covered items are later identified, they can still be taken into account on the claim.
Once the loss settlement portion of a claim is completed we will send you a Customer Satisfaction Survey. This is your opportunity to tell us how Homesite performed in responding to your claim. We hope that you will take a few moments to complete this survey. Your input is important to us, and will enable Homesite to continue to provide the highest level of service to you, our valued customer.
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