Insurance Claims

You can report a claim by calling our 24/7 Claims Hotline 877-968-7252 or in your online member account. You should also let your local agent know. Their contact information can be found on your policy documents and on your online member account:

1. Log into your Member Portal account.
2. Click Report Claim. (On mobile first tap on three blue lines in the top left corner)
3. Select what type of loss you experienced from the drop-down menu.
4. Enter the date of the incident.
5. Enter the time of the incident.
6. Complete the form with additional information.
7. Verify your contact information.
8. Upload relevant files and pictures.
9. Submit your claim.
10. A claims adjuster will contact you within 24 business hours. 

1. Let us know how we can help

• Your safety is most important. Call 911 first if there are any injuries. If you have damage to your home that requires immediate attention, let us know when you report your claim.

• We have adjusters ready in case an emergency response or temporary housing is needed.

2. Tell us about your home insurance claim

• Report your claim by calling our 24/7 Claims Hotline: 877-968-7252.

• You can also report your claim to your local independent agent.

• If you have a fire loss, we will assist with fire and water mitigation.

• If your home is unlivable, we will assist with temporary housing options.

3. We'll review the details 

• A claims specialist will be assigned to your case and will be in touch with you soon. 

• Our home claims team will review preliminary details about your claim.

• We will determine if your loss needs to be physically inspected by our field team.

4. We'll find the best solution for your home insurance claim

• We will confirm the facts about the loss, explain your coverages, and answer any questions.

• Our goal is to pay you for covered losses as quickly as possible.

5. We'll pay for your covered home and property damage

• Payment will be made to you, you and your mortgagee, or you and the contractor responsible for repairs.

1. If you need roadside help

• Our Towing and Labor Coverage has a limit of $75 per occurrence. You may use the vendor of your choosing and submit a claim with your towing receipt for reimbursement. You also may elect to remove or add this coverage from your policy by contacting your independent agent.

2. Tell us about your auto claim

• Report your claim by calling our 24/7 Claims Hotline: 877-968-7252.
• You can also report your claim to your local independent agent.
• We'll contact you for more information, photos, and accident details. 

3. We'll review the details

• A claims specialist will be assigned to your claim and will be in touch with you.
• We'll confirm the facts about the accident, explain your coverages, and answer any questions you may have.
• If other cars are involved, we'll determine who was responsible for the accident. 
• We'll provide you with options for obtaining the vehicle repair estimate.

4. We'll find the best solution for your car insurance claim

• If your car is repairable, we'll determine the repair costs and help you work with the repair shop of your choice.
• When rental coverage applies, we'll work with the rental car company in your area to get you in a replacement vehicle. 
• If the vehicle is a total loss, we'll ask you to remove your personal items from the car before taking it to our storage facility.

5. We'll pay for your covered car damage

• Payment will be made to you, the lienholder, or your repair shop.

6. We'll pay for your covered car damage for others

• If you are responsible for the accident, we'll settle the damages owed to others involved within your policy limit.

Call your local insurance agent and report your claim first. Take photos/videos of damage if possible. Then, if it's safe, secure the premises or hire a professional to make temporary repairs such as boarding up windows, tarping the roof, etc., to prevent further damage.  Communicate with your agent/claims adjuster for further instruction and plan to stay somewhere safe with a family member, friend, or hotel. Be sure to keep all receipts for temporary living space, gas, food, clothing, etc. Start preparing a home inventory of damaged personal property. Hold onto any damaged property until instructed otherwise by your claims adjuster.

Hold off on major repairs until they are approved by your claims adjuster. We recommend hiring repair reputable Virginia-licensed and certified home contractors. Don't let something too good to be true cost you. Scammers will go door to door in hard-hit areas and neighborhoods offering debris removal or roof tarping services & ask for cash upfront. More often than not, you've paid, and they do not return. Protect yourself by getting a written agreement & discuss payment options after services are complete.

When a tree falls and damages property, whose insurance pays? Generally, your damaged property is covered under your homeowners policy even if someone else's tree causes the damage. There may be exceptions. The best thing is for you and your neighbor to report the damage to your insurance companies and allow adjusters to review the details. Learn more.

Home insurance can cover the cost of roof repairs and replacements if the damage is the result of a covered event, such as fire, windstorm, or hail. Normal wear and tear from an aging roof are not covered by insurance. Learn more.

Deterioration, rot, and mold are indicative of a long-term leak in your home is considered to be a maintenance issue and are usually not covered. Water damage that occurred on the reported date of loss can be covered. Learn more. 

A named storm deductible, also known as a hurricane deductible, is triggered when the National Weather Service (NWS) "names" a tropical storm or hurricane, and issues a hurricane watch or warning for any part of Virginia. This does not apply to a winter-named storm. Instead of the standard deductible on a related home claim, your responsibility would be the flat-named storm deductible or a percentage deductible of coverage A on your policy. Learn more: What is a Hurricane Deductible and How Do You Know If You Have One?

If you have been affected by the recent severe weather, your safety is the most important thing to us. We ask that you put the first aid and welfare of your family and neighbors first and your home insurance claim second. Be very careful around any storm damage or downed power lines. Contact emergency officials and your utility company right away if needed. Remember to never drive through flooded roads and stay away from floodwater. If you have severe damage to your home or property, take the following steps:

• Shut off your home's main power or shut off your main water supply if needed. Have an electrician check the house before turning the power back on.
• Take photos and videos before making minimal temporary repairs to prevent further damage.
• If your home is unlivable, find safe shelter with a friend, family member, or hotel.
• Contact your local independent agent.
• You may also report your claim on our 24/7 Claims Hotline (877-968-7252) or make an online claim from your online member account. 
• Take wide and close-up photos and/or videos of any damage.
• Document damage to your property using a home inventory checklist.
• Keep all receipts for lodging, food, clothing, gas, and other necessities.
• Discuss specific claim questions with your agent and claims adjuster.
• If your car is flooded, call our 24/7/365 Roadside Assistance if needed (800-913-8847), take pictures, and report your comprehensive car insurance claim.