My 9 Rules for a Good Claims Experience

Having to file a claim after a car accident or after your home is damaged is one of the most
depressing experiences that one has to go through. Not only is filing a claim something you hadn't planned to do, but you are now trying to recover from a loss and there is no time or energy left for extra work on your part. This is why, as an Allstate agent, I try to make this experience as simple and thorough, as possible, in hopes that in the end your experience will be a good one.  

Here are my nine easy rules to make this as simple and easy as possible!

Rule 1 – Know your coverage before an accident happens.
Know your deductibles, and coverage amounts before you have an accident or loss!  If you are unsure of these, make sure to ask about these during your annual insurance review. 

Rule 2 – When you have an accident, call your agent!
I encourage my clients to call our agency if they have an accident. First of all, the trauma of the
accident can make people forget important tasks that may seem like common sense, but in the heat of the moment are quickly forgotten. Second, for claims that might be close to the deductible limit, we recommend that our customers get an estimate of the damage BEFORE filing a claim.  This avoids filing a claim where the deductible is greater than the repair.  It also assures what type of claim should be filed. 

Rule 3 – If in a traffic accident, get a police report!
Getting a police report is important when you have an accident. The police report can help the
insurance companies determine which party is at fault with an accident. By proving your lack of fault with a police report, you significantly reduce your rate increase if a claim or violation is issued.

Rule 4 – Take lots of photos!
When in an accident or looking at damage to your home, take lots of pictures to submit with your
claim. It is great to establish the time and day of the event and it can also help the claims group
visualize the damage. Many times, the claims group will see potential ongoing issues that can be
prevented to stop further damage.

Rule 5 – Document every conversation
Keep a log of all conversations and emails regarding your claim. Get the name, email address
and phone number of everyone you talk with (if possible). Not only write down what is said in
every conversation, but also ask what the next steps are and the timing of these steps in the
claim process. Holding people accountable for a fast claim resolution is possible if you take this
extra step!
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Rule 6 – Know your Claim Rep!
To keep the claim moving forward, always keep in regular contact with your claims representative. If an
inspection is missed/canceled or any other important date is delayed, call and email your claim
representative. Always ask for a call back and a new schedule for when appointments/events will be rescheduled. If for any reason, you get no response within a business day, ask for a manager to respond! Also, remember to document!

Rule 7 – Call your Agent
You don't have to have a specific reason to call your agent! Remember, we are your advocate. If for any reason you are not getting timely answers or you are getting the run-around in the claim process, call your agent! Most insurance companies have a way for agents to access the claims group with any customer concerns. You are not bothering your agent if you ask them to intervene with any issue.

Rule 8 – Bring in your own expert!
While it is hard to take a damaged car to another shop for evaluation, you do have the right to
chose your own body shop for repairs. With your home, for a roof or structural damage issue,
many repair professionals will give you a free estimate of the initial damage and any other
collateral damage issues. Having this report after the insurance agency's inspector files their
report can quickly help resolve any issues if the reports have very different repair estimates.
Our agency has solved many issues and shortened the claim process by bringing in our own
professionals for our client’s claims. This is especially true for roof or structural issues.

Rule 9 – Satisfaction Guarantee
At Allstate, we have a satisfaction guarantee for all claims surrounding your car. IF you
are still not satisfied after steps 1-8, you have the right to ask for the satisfaction guarantee.
This is typically a separate process from the claims process. Your agent will have the proper
instructions for this type of issue.
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If you have any questions about the claim process, feel free to call the Richard Rose Agency at
770-664-0602.