When the Unexpected Happens

You buy insurance hoping you never need it. But when something goes wrong – a fire, a theft, a customer injury – your ability to navigate the claims process affects your recovery. Knowing what to do beforehand helps you respond effectively in the moment.

Immediate Steps

Protect people and prevent additional damage. If there is an injury, get medical attention. If there is ongoing danger, address it. Document what happened with photos and notes while details are fresh.

For theft or vandalism, file a police report. For serious injuries, document witness information.

Notify Your Agent or Carrier

Report claims promptly. Policies require timely notification, and delay can complicate your claim. Your agent can guide you through the process or report directly to the carrier on your behalf.

Provide basic information: what happened, when, where, who was involved, what damage occurred.

The Adjuster Process

For significant claims, an adjuster will investigate. They may visit your location, review documentation, take statements, and assess damages. Cooperate fully but document everything.

You can have your agent present during adjuster visits.

Documentation Is Everything

Keep receipts for repairs, replacement purchases, and additional expenses. Maintain records of communication with the carrier. Document business income losses if applicable.

Settlement

Once the adjuster completes their evaluation, the carrier offers a settlement. Review it carefully against your policy and your documented losses. If you disagree, you can negotiate or invoke policy dispute procedures.

Getting Help

Your agent should advocate for you throughout the process. Do not hesitate to involve them if you encounter difficulties.