Claims

When you experience a loss, we are here to assist throughout the life of your claim. 

Be prepared to provide your policy number, the date of the incident and as much detail about the damage as possible.  

For claim service, please contact your carrier directly.
PERSONAL 
To report a business loss, please contact your local office.
BUSINESS

Auto Accidents

WHAT TO DO

Ensure safety: Move vehicles and people to a safe location. Call police and medical assistance if necessary to treat injuries. Obtain information concerning:
  • All involved drivers.
  • All involved passengers.
  • All witnesses.
    • Obtain names, addresses, and phone numbers.
    • Obtain insurance information for all involved drivers including policyholder names, policy number, insurance company, insurance agent phone number.
Photograph the accident scene with a portable camera or cell phone. Call PayneWest Insurance or your insurance company to report the accident as soon as possible. DO NOT Admit fault.

WHAT TO EXPECT

The Claim Adjuster assigned to your case will contact you to review the facts of the accident and may, with your permission, record the conversation. The adjuster will ask questions about the accident. Answer to the best of your ability and recollection.
  • If the damage to your vehicle is minor, the insurance company may request that you obtain a repair estimate and pay off of that estimate, less any applicable deductible. Or, the insurance company may ask that you take the vehicle to a shop that they have an agreement with to write estimates. Note that you are free to have the vehicle repaired at a shop of your choice.
  • The insurance company may assign an appraiser to conduct an inspection and write a repair estimate. Typically, the carrier will pay the amount of the estimate, less any applicable deductible. Typically the appraiser will reach an agreed cost of repair with the repair facility of your choice.
  • If your shop will not complete repairs for the amount of the appraiser’s estimate, the shop and appraiser should get together and resolve the differences. Usually, this can be accomplished with little difficulty.
  • If the repair shop and appraiser are unable to reach an agreement, contact PayneWest Insurance for further assistance.

What if Your Auto is a “Total Loss?”

After your claim is reported, the carrier will typically send an adjuster to inspect your vehicle and to estimate the repairs. If there is a possibility your vehicle may be a total loss, the adjuster will also record all appropriate information about your vehicle and rate its condition for the valuation process.
  • The carrier may deem your car to be a total loss if the cost of repairs plus the salvage value (value after loss) exceed its market value (value of the vehicle before the loss), or if the vehicle cannot be safely or physically repaired to its pre-loss condition. Other factors may go into this determination, including the likelihood of hidden or unforeseen damages, and increased rental vehicle expenses.
  • Many carriers use independent vendors to determine your vehicle’s market value. A thorough report will be generated comparing your vehicle to comparable vehicles for sale in your geographic area. You should receive a copy of this report.
  • If you are notified that your vehicle is a total loss, we suggest that you consider doing independent research to gain an idea of your vehicle’s market value. Research could include discussing the vehicles specifics with local dealers to determine a range of what the vehicle could have sold for prior to the loss. It is useful to determine if any comparable vehicles exist locally as well. This information will be useful if you disagree with the value determined by the carrier.
  • If your loss is covered, you should be paid the “actual cash value (ACV)” of your vehicle less your policy’s deductible. The ACV represents your vehicle’s market value taking into consideration pre-loss condition, options, and mileage. Note that the ACV could be less than the amount owed on your auto loan. In addition to the ACV, the offer should include sales tax (if applicable in your area) and unused licenses and fees.
  • If you have rental car coverage, ask your carrier up front how long they will pay for the rental vehicle after an offer is extended and/or accepted.
  • If you wish to retain your totaled vehicle, ask your adjuster if this is a possibility and how the vehicle settlement will be impacted. If applicable, determine the process involved and whether this will result in the title being reissued or “branded” by the state.
If you have any questions or concerns please contact PayneWest Insurance for assistance.

Fire damange

WHAT TO DO

Ensure safety:  Evacuate the building and call the fire department. Report the loss:  Call PayneWest Insurance or your insurance company to report the loss.  Be prepared to provide your policy number, the date of the incident and as much detail about the cause of the loss as possible. Mitigate damages:  If possible, once the fire is out and it’s safe to do so, take reasonable steps to prevent further damage, e.g., make temporary repairs to secure the building. Engage a contractor:  Select a contractor of your choice to prepare a scope of damage and complete a repair estimate. DO NOT Make any commitments to make payments without first talking with your adjuster.

 

WHAT TO EXPECT

The adjuster assigned to your case will contact you to review the facts surrounding the loss and may, with your permission, record the conversation. Answer the adjuster’s questions to the best of your ability and recollection.

  • The carrier may send an appraiser to prepare a scope of damage and complete a repair estimate. You should be present for this inspection and ensure that the appraiser is aware of all areas of damage.
  • If you’ve not already done so, engage a contractor of your choice to prepare a scope of damage and complete a repair estimate. Provide your contractor with a copy of the appraisers’ estimate. Note that you have the right to have repairs completed by a contractor of your choice.
  • If your contractor will not complete repairs for the amount of the appraiser’s estimate, the contractor and appraiser should meet and resolve the differences.
  • If the contractor and appraiser are unable to reach agreement, contact PayneWest Insurance for further assistance.

If you have any questions or concerns about the handling or resolution of your claim, contact PayneWest Insurance for assistance.

Hail damage

WHAT TO DO

Report the loss: Call PayneWest Insurance or your insurance company to report the loss. Be prepared to provide your policy number, the date of the incident, and as much detail about the loss as possible. Mitigate damages: Take all necessary and reasonable steps to prevent further damage, e.g., tarp roof if necessary to prevent interior water damage. Engage a contractor: Select a contractor of your choice to prepare a scope of damage and complete a repair estimate. DO NOT Make any commitment to make payments without first talking with your adjuster.  

WHAT TO EXPECT

The adjuster assigned to your case will contact you to review the facts surrounding the loss and may, with your permission, record the conversation. Answer the adjuster’s questions to the best of your ability and recollection.
  • The carrier may send an appraiser to prepare a scope of damage and complete a repair estimate. You should be present for this inspection and ensure that the appraiser is aware of all areas of damage.
  • If you’ve not already done so, engage a contractor of your choice to prepare a scope of damage and complete a repair estimate. Provide your contractor with a copy of the appraisers’ estimate. Note that you have the right to have repairs completed by a contractor of your choice.
  • If your contractor will not complete repairs for the amount of the appraiser’s estimate, the contractor and appraiser should meet and resolve the differences.
  • If the contractor and appraiser are unable to reach agreement, contact PayneWest Insurance for further assistance.
If you have any questions or concerns about the handling or resolution of your claim, please contact PayneWest Insurance for assistance.

Served with a lawsuit

WHAT TO DO

Time is of the essence. Note the date you were served and the method of service, e.g., by mail or by personal delivery. Call your PayneWest Insurance agent to advise you’ve been served with a lawsuit and provide the agent with a copy of the Summons and Complaint. If you have documents pertaining to the situation leading up to the lawsuit, secure and retain them. DO NOT Discuss the matter with anyone other than your PayneWest Insurance agent, insurance company adjuster, or the attorney hired to defend you.  

WHAT TO EXPECT

An adjuster will be assigned to the file and will contact you to discuss the facts leading up to the filing of a lawsuit and may, with your permission, record the conversation. Answer the adjuster’s questions to the best of your ability and recollection.
  • Do not guess — if you don’t know an answer, say so.
  • If your conversation is recorded, obtain a transcript and retain it for future reference.
  • The adjuster will analyze coverage. If any of the allegations in the lawsuit are covered, an attorney should be assigned to defend you at no cost to you.
  • If there are any questions about whether coverage applies, the adjuster must advise you, in writing, of the specific issues and cite the specific policy provisions involved.
  • As the litigation process proceeds, you may receive requests to produce documents, answer questions, attend meetings and comment on a proposed settlement. Your attorney should assist you through all these proceedings, which may be very time consuming.
If you have any questions or concerns at any time during this process, call PayneWest Insurance for assistance.

Wildfire damage

What to do

Report the loss: If you have been evacuated by a civil authority due to a wildfire event, many homeowners policies provide coverage for your additional living expenses, even if your home does not suffer direct damage.  Call your insurance company directly to report the loss. Be prepared to provide your policy number, the date of the incident, and as much detail about the loss as possible. Keep your receipts:  If you incur expenses for lodging and/or meals before you are contacted by your adjuster, keep all of your receipts to submit for consideration.  Additional living expenses are those over and above your usual expenses that you would have incurred had the loss not occurred. Mitigate damages: Take all necessary and reasonable steps to prevent further damage. Engage a contractor: Select a contractor of your choice to prepare a scope of damage and complete a repair estimate. DO NOT Make any commitment to make payments without first talking with your adjuster.  

What to expect

The adjuster assigned to your case will contact you to review the facts surrounding the loss and may, with your permission, record the conversation. Answer the adjuster’s questions to the best of your ability and recollection.
  • The carrier may send an appraiser to prepare a scope of damage and complete a repair estimate. You should be present for this inspection and ensure that the appraiser is aware of all areas of damage.
  • If you’ve not already done so, engage a contractor of your choice to prepare a scope of damage and complete a repair estimate. Provide your contractor with a copy of the appraisers’ estimate. Note that you have the right to have repairs completed by a contractor of your choice.
  • If your contractor will not complete repairs for the amount of the appraiser’s estimate, the contractor and appraiser should meet and resolve the differences.
  • If the contractor and appraiser are unable to reach agreement, contact PayneWest Insurance for further assistance.
If you have any questions or concerns about the handling or resolution of your claim, please contact us for assistance.

Water damage

WHAT TO DO

Report the loss: Call PayneWest Insurance or your insurance company to report the loss. Be prepared to provide your policy number, the date of the incident, and as much detail about the cause of the loss as possible. Mitigate damages: Take all necessary and reasonable steps to prevent further damage, e.g., begin dry out of your property to prevent further damage. Engage a contractor: Select a contractor of your choice to prepare a scope of damage and complete a repair estimate. DO NOT Make any commitments to make payments without first talking with your adjuster. Note: Water can come from many sources. Only your insurance adjuster can confirm if coverage exists for your loss.  

WHAT TO EXPECT

The adjuster assigned to your case will contact you to review the facts surrounding the loss and may, with your permission, record the conversation. Answer the adjuster’s questions to the best of your ability and recollection.
  • The carrier may send an appraiser to prepare a scope of damage and complete a repair estimate. You should be present for this inspection and ensure that the appraiser is aware of all areas of damage.
  • If you’ve not already done so, engage a contractor of your choice to prepare a scope of damage and complete a repair estimate. Provide your contractor with a copy of the appraiser’s estimate. Note that you have the right to have repairs completed by a contractor of your choice.
  • If your contractor will not complete repairs for the amount of the appraiser’s estimate, the contractor and appraiser should meet and resolve the differences.
  • If the contractor and appraiser are unable to reach agreement, contact PayneWest Insurance for further assistance.
If the damage is extensive or involves loss to unusual items (antiques, valuable documents, etc.), contact PayneWest Insurance for further assistance. If you have any questions or concerns about the handling or resolution of your claim, please contact PayneWest Insurance for assistance.

Windstorm/Thunderstorm damage

What to do

Mitigate damages: Take all necessary and reasonable steps to prevent further damage, e.g., remove trees from your dwelling, or tarp roof if necessary to prevent interior water damage. Engage a contractor: Select a contractor of your choice to prepare a scope of damage and complete a repair estimate. DO NOT Make any commitment to make payments without first talking with your adjuster.  

Personal (Auto, home, RV, etc.)

Please call your insurance company to report the loss. This is the most efficient way to report your claim. Be prepared to provide your policy number, the date of the incident, and as much detail about the loss as possible.

Business

Please call your nearest PayneWest Insurance office to report a loss. Be prepared to provide your policy number, the date of the incident and as much detail about the damage as possible.  

What to expect

The adjuster assigned to your case will contact you to review the facts surrounding the loss and may, with your permission, record the conversation. Answer the adjuster’s questions to the best of your ability and recollection.
  • The carrier may send an appraiser to prepare a scope of damage and complete a repair estimate. You should be present for this inspection and ensure that the appraiser is aware of all areas of damage.
  • If you’ve not already done so, engage a contractor of your choice to prepare a scope of damage and complete a repair estimate. Provide your contractor with a copy of the appraisers’ estimate. Note that you have the right to have repairs completed by a contractor of your choice.
  • If your contractor will not complete repairs for the amount of the appraiser’s estimate, the contractor and appraiser should meet and resolve the differences.
  • If the contractor and appraiser are unable to reach agreement, contact PayneWest Insurance for further assistance.
If you have any questions or concerns about the handling or resolution of your claim, please contact PayneWest Insurance for assistance.

Exclusions read as:

Mold Abatement, Real Estate Sales, Real State Appraisals, Real Estate Inspections Required for Sales, Termite Abatement or Tenting

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