your claim
Understanding the catastrophe claim process
P
roperty and casualty insurance products issued by Allstate Insurance Company, Allstate Fire and Casualty
Insurance Company, Allstate Indemnity Company, Allstate Property and Casualty Insurance Company,
North Light Specialty Insurance Company: Northbrook, IL; Allstate Texas Lloyd’s: Irving, TX.
©2011 Allstate Insurance Company. allstate.com 08/11
D
9340-3
You chose Allstate insurance for your peace of mind. By doing so, you’ve taken
an important step in helping to protect your property. Your policy is backed by
more than 75 years of insurance experience and an expansive claim network.
We want you to know that we are always here for you, not just during the claim
process, but before and after the claim experience as well.
“I’m glad
I have Allstate on
MY SIDE.”
YOU SHOULD NEVER
have to face
a catastrophe alone.
That’s Allstate’s stand.
YOU’RE IN GOOD HANDS
®
Notes
Your policy number:
Your claim number:
OUR STAND
When severe weather or a catastrophic event occurs, Allstate
understands your need to get your life back together as
quickly as possible. That’s why the National Catastrophe
Team is dedicated to helping you promptly resolve your claim.
Expect the best from us in claim service.
We will respond to your claim in a prompt and friendly manner. We will work
hard to keep you informed about what’s going on and what you can expect.
We will provide you with answers about your claim, as well as your estimate.
We do this because we’re dedicated to keeping you in Good Hands.®
We’re here for you—
before,during and after
YOUR CLAIM.
It’s human nature to want to start putting your life back in order as quickly as
possible after a catastrophic event. That’s why the National Catastrophe Team
was created to help you with the claim process. We recommend that you talk
to a catastrophe claim team member as soon as possible.
Allstate National Catastrophe Team
1-800-54-STORM (1-800-547-8676)
P.O. Box 672041, Dallas, TX 75267-2041
Fax: 1-877-292-9527
allstate.com/claimcenter
WHAT DO I DO IF MY HOME IS UNINHABITABLE?
If your policy provides for Additional Living Expenses, you may be reimbursed
for the increase in cost that is necessary and reasonable to maintain you normal
standard of living when your home is uninhabitable due to a covered loss. The
period of time for which you’ll be reimbursed is limited as specified by your policy.
Payments made under the Additional Living Expense provision are in addition
to the applicable coverage policy limits. Ask your agent or catastrophe claim
team member if your policy has this provision. Please keep receipts for any
additional living expenses for reimbursement consideration.
AFT ER YOUR CLAIM
NOW THAT I’VE HAD THIS CLAIM, WILL MY PREMIUM INCREASE?
There are many factors that go into answering this question, including your
policy coverage, prior claim history, your loss type and how long you have been
with Allstate. The best source for the answer is your local Allstate agent, who
would be happy to discuss your individual circumstances. If you’re unsure of
your agent’s phone number, visit allstate.com or simply call 1-800-ALLSTATE®.
Thank you for doing business with Allstate.
WHAT SHOULD YOU DO?
SHOULD I WAIT UNTIL SOMEONE INSPECTS THE DAMAGE BEFORE
MAKING REPAIRS?
If temporary repairs are needed to prevent further loss to your property, you
do not have to wait for your adjuster to inspect your home or settle your loss.
Temporary repairs must be made to prevent further loss to your property. Most
Allstate property policies have a reimbursement provision for reasonable and
necessary temporary repair costs (up to a specified limit) that you incur while
trying to protect your covered property from additional damage resulting from a
covered loss. Please be sure to save receipts for consideration of reimbursement.
You also do not have to wait for your adjuster to inspect your home or settle your
loss in order for you to select a repair firm, but you should wait to begin final repairs
until an inspection is made and the covered damages are properly assessed.
WHAT IF I HAVE DAMAGE TO MY PERSONAL PROPERTY?
If your claim involves personal property and your policy provides coverage
for personal property damages that result from a covered loss, make a list
of all damaged items to give to your claim adjuster. Be sure to include the
manufacturers’ names, model numbers, purchase dates and purchase prices.
Indicate whether the items are repairable. To help you organize this information,
you can request a home inventory form from your agent or go online to
allstate.com and choose Property and Tool: Home Inventory.
C
ONTRACTORS AND REPAIRS
CAN MY CLAIM ADJUSTER RECOMMEND A CONTRACTOR?
Allstate does not recommend contractors following a catastrophe because
contractors are often overwhelmed by the number of properties needing repairs.
We recommend you talk to your family and friends to request reliable,
local contractors.
WHAT IF MY CONTRACTOR'S ESTIMATE IS DIFFERENT THAN THE
ALLSTATE ESTIMATE?
If there is a difference between Allstate’s and your contractor’s estimates, you
or your contractor should immediately contact your catastrophe claim adjuster.
They will do what they can to resolve the differences and make any necessary
adjustments when they are warranted and only for covered items.
WHAT IF ADDITIONAL DAMAGE IS FOUND DURING THE REPAIR PROCESS?
If additional damage is found during the repair process, call your catastrophe
claim adjuster or 1-800-54-STORM (1-800-547-8676) immediately to report
this. Your claim adjuster will determine if the damage needs to be re-inspected
or if it can be resolved by phone with your contractor.
The Catastrophe Claim Process
There are many variables that determine how quickly a catastrophe claim
can be resolved. But each claim will typically follow these basic steps:
Step 1: Make a claim
You report a loss and we assign a claim number to track your claim.
Step 2: Talk with a catastrophe claim
team member
A catastrophe claim team member contacts you to answer your questions
and determine the best way to handle your loss.
Step 3: Evaluate the damages for an estimate
Your adjuster evaluates the damages and determines needed repairs and/or
replacement, and prepares an estimate for covered damages.
Step 4: Review your estimate
Your adjuster discusses with you the damage estimate and settlement based
on your policy provisions, terms and coverage.
Step 5: Wrap up your claim
Your adjuster wraps up your claim by sending you appropriate documents
and/or applicable payments and by answering any questions you may have.
THE CLAIM PROCESS
After you reported your claim, you received an Allstate claim number. This
number is how you can access information about your claim. Please write
this number on all documents you submit to Allstate, including receipts and
descriptions of damaged items, to help keep important information together
with your claim records.
WHEN WILL SOMEONE INSPECT MY DAMAGE?
Once a catastrophe claim team member contacts you, they will determine if an
inspection of your damage is needed or if your loss can be settled by phone.
If a damage inspection is needed, a catastrophe claim team member will
schedule a convenient appointment time.
Since catastrophes typically involve many severe claims, appointments are
scheduled based on severity.
HOW LONG WILL IT TAKE TO COMPLETE MY CLAIM?
The length of time it takes to complete the claim process depends on several
factors. Although Allstate brings in additional staff to handle the increased claim
volume following a severe weather event or catastrophe, there may be hundreds
or even thousands of customers affected. This, along with the complexity of
your damages, availability of vendors, and safe access to damage areas will
contribute to the length of time it takes to settle your claim.
How to select a contractor.
S
electing a qualified service to handle repairs is important. Here are a few tips
to help you select a contractor.
Ask around
Talk to friends and family members who have had recent repair work done.
Interview contractors
Ask contractors for references and check them.
See that they’re insured
Ask if the contractor carries liability and workers’ compensation insurance.
Check work history
Get information about your contractor’s work history from your local
Better Business Bureau.
Get it in writing
Require a written contract, including payment terms, and do not sign until
you fully understand the terms.
YOUR SETTLEMENT
WHAT’S A DEDUCTIBLE?
The deductible is the portion of a covered loss that you are responsible for under
your policy. For example, if your covered claim is $4,500 and your deductible is
$500, Allstate pays $4,000.
WHEN DO I NEED TO PAY MY DEDUCTIBLE AND TO WHOM?
The settlement check you receive from Allstate will be based on the amount of
your covered loss from the estimate minus your deductible and any applicable
depreciation. In most cases, you would pay the amount of your deductible
directly to your contractor once repairs are completed.
WHEN CAN I EXPECT TO RECEIVE A SETTLEMENT CHECK FROM ALLSTATE?
In some cases, the adjuster will provide you with the estimate and check at the
time of inspection. In most instances, however, the adjuster will inspect the
damage and prepare the estimate and, depending on the extent of damages,
submit the repair estimate for approval. Once the estimate is approved, your
check and the estimate will be mailed to you separately.
WHY DOES THE CHECK I RECEIVE FROM ALLSTATE INCLUDE THE NAME
OF MY MORTGAGE HOLDER?
I
f you have a mortgage on your property, the mortgagee usually requires that
they be named on your policy and included on claim payment checks for
damages to your home. You will need to contact your mortgagee to find out
how to obtain their endorsement on the check.
“I just want to
get my life back
TO NORMAL
as soon as possible.”
YOUR CLAIM STATUS
HOW CAN I CHECK THE STATUS OF MY CLAIM?
There are two basic ways to see what is going on with your claim once you’ve
reported it.
On the phone
You may check the status of your claim by calling 1-800-54-STORM
(1-800-547-8676) during regular business hours to speak with a catastrophe
claim team member.
Online
You can also review your claim status online once you’ve registered and logged
in via Customer Log in at allstate.com. There you can securely check your claim
status, view qualifying claim payments, upload claim documents and exchange
communications with your adjuster.
“I like that
I know what to expect
UP FRONT.”
YOUR ESTIMATE
After your damages are evaluated, an adjuster will create an estimate. Your
estimate includes what needs to be repaired and/or replaced, as well as what
is covered under your policy. Your adjuster can answer any questions you may
have about your estimate.
WHY IS THERE DEPRECIATION SHOWN ON THE ESTIMATE?
Depreciation is typically shown on all estimates for items that are not brand new.
Depreciation is a decrease of the item’s value due to age, wear or market conditions.
Your estimate may include depreciation for items and materials that are being
replaced. However, once the replacement of your covered loss has been
completed, you may be able to recover the depreciation amount that was
withheld depending on your policy terms, conditions and exclusions.
W
HAT IF I DON’T AGREE WITH MY ALLSTATE ESTIMATE?
Sometimes, despite our best efforts, differences can occur. If you disagree with
our damage estimate, please call your claim adjuster. In many instances we can
r
esolve the differences over the phone when warranted for covered damage.
Our commitment is always to settle claims fairly.
“I like that
I know what to expect
UP FRONT.”
YOUR ESTIMATE
After your damages are evaluated, an adjuster will create an estimate. Your
estimate includes what needs to be repaired and/or replaced, as well as what
is covered under your policy. Your adjuster can answer any questions you may
have about your estimate.
WHY IS THERE DEPRECIATION SHOWN ON THE ESTIMATE?
Depreciation is typically shown on all estimates for items that are not brand new.
Depreciation is a decrease of the item’s value due to age, wear or market conditions.
Your estimate may include depreciation for items and materials that are being
replaced. However, once the replacement of your covered loss has been
completed, you may be able to recover the depreciation amount that was
withheld depending on your policy terms, conditions and exclusions.
W
HAT IF I DON’T AGREE WITH MY ALLSTATE ESTIMATE?
Sometimes, despite our best efforts, differences can occur. If you disagree with
our damage estimate, please call your claim adjuster. In many instances we can
r
esolve the differences over the phone when warranted for covered damage.
Our commitment is always to settle claims fairly.
“I just want to
get my life back
TO NORMAL
as soon as possible.”
YOUR CLAIM STATUS
HOW CAN I CHECK THE STATUS OF MY CLAIM?
There are two basic ways to see what is going on with your claim once you’ve
reported it.
On the phone
You may check the status of your claim by calling 1-800-54-STORM
(1-800-547-8676) during regular business hours to speak with a catastrophe
claim team member.
Online
You can also review your claim status online once you’ve registered and logged
in via Customer Log in at allstate.com. There you can securely check your claim
status, view qualifying claim payments, upload claim documents and exchange
communications with your adjuster.
YOUR SETTLEMENT
WHAT’S A DEDUCTIBLE?
The deductible is the portion of a covered loss that you are responsible for under
your policy. For example, if your covered claim is $4,500 and your deductible is
$500, Allstate pays $4,000.
WHEN DO I NEED TO PAY MY DEDUCTIBLE AND TO WHOM?
The settlement check you receive from Allstate will be based on the amount of
your covered loss from the estimate minus your deductible and any applicable
depreciation. In most cases, you would pay the amount of your deductible
directly to your contractor once repairs are completed.
WHEN CAN I EXPECT TO RECEIVE A SETTLEMENT CHECK FROM ALLSTATE?
In some cases, the adjuster will provide you with the estimate and check at the
time of inspection. In most instances, however, the adjuster will inspect the
damage and prepare the estimate and, depending on the extent of damages,
submit the repair estimate for approval. Once the estimate is approved, your
check and the estimate will be mailed to you separately.
WHY DOES THE CHECK I RECEIVE FROM ALLSTATE INCLUDE THE NAME
OF MY MORTGAGE HOLDER?
I
f you have a mortgage on your property, the mortgagee usually requires that
they be named on your policy and included on claim payment checks for
damages to your home. You will need to contact your mortgagee to find out
how to obtain their endorsement on the check.
THE CLAIM PROCESS
After you reported your claim, you received an Allstate claim number. This
number is how you can access information about your claim. Please write
this number on all documents you submit to Allstate, including receipts and
descriptions of damaged items, to help keep important information together
with your claim records.
WHEN WILL SOMEONE INSPECT MY DAMAGE?
Once a catastrophe claim team member contacts you, they will determine if an
inspection of your damage is needed or if your loss can be settled by phone.
If a damage inspection is needed, a catastrophe claim team member will
schedule a convenient appointment time.
Since catastrophes typically involve many severe claims, appointments are
scheduled based on severity.
HOW LONG WILL IT TAKE TO COMPLETE MY CLAIM?
The length of time it takes to complete the claim process depends on several
factors. Although Allstate brings in additional staff to handle the increased claim
volume following a severe weather event or catastrophe, there may be hundreds
or even thousands of customers affected. This, along with the complexity of
your damages, availability of vendors, and safe access to damage areas will
contribute to the length of time it takes to settle your claim.
How to select a contractor.
S
electing a qualified service to handle repairs is important. Here are a few tips
to help you select a contractor.
Ask around
Talk to friends and family members who have had recent repair work done.
Interview contractors
Ask contractors for references and check them.
See that they’re insured
Ask if the contractor carries liability and workers’ compensation insurance.
Check work history
Get information about your contractor’s work history from your local
Better Business Bureau.
Get it in writing
Require a written contract, including payment terms, and do not sign until
you fully understand the terms.
C
ONTRACTORS AND REPAIRS
CAN MY CLAIM ADJUSTER RECOMMEND A CONTRACTOR?
Allstate does not recommend contractors following a catastrophe because
contractors are often overwhelmed by the number of properties needing repairs.
We recommend you talk to your family and friends to request reliable,
local contractors.
WHAT IF MY CONTRACTOR'S ESTIMATE IS DIFFERENT THAN THE
ALLSTATE ESTIMATE?
If there is a difference between Allstate’s and your contractor’s estimates, you
or your contractor should immediately contact your catastrophe claim adjuster.
They will do what they can to resolve the differences and make any necessary
adjustments when they are warranted and only for covered items.
WHAT IF ADDITIONAL DAMAGE IS FOUND DURING THE REPAIR PROCESS?
If additional damage is found during the repair process, call your catastrophe
claim adjuster or 1-800-54-STORM (1-800-547-8676) immediately to report
this. Your claim adjuster will determine if the damage needs to be re-inspected
or if it can be resolved by phone with your contractor.
The Catastrophe Claim Process
There are many variables that determine how quickly a catastrophe claim
can be resolved. But each claim will typically follow these basic steps:
Step 1: Make a claim
You report a loss and we assign a claim number to track your claim.
Step 2: Talk with a catastrophe claim
team member
A catastrophe claim team member contacts you to answer your questions
and determine the best way to handle your loss.
Step 3: Evaluate the damages for an estimate
Your adjuster evaluates the damages and determines needed repairs and/or
replacement, and prepares an estimate for covered damages.
Step 4: Review your estimate
Your adjuster discusses with you the damage estimate and settlement based
on your policy provisions, terms and coverage.
Step 5: Wrap up your claim
Your adjuster wraps up your claim by sending you appropriate documents
and/or applicable payments and by answering any questions you may have.
WHAT SHOULD YOU DO?
SHOULD I WAIT UNTIL SOMEONE INSPECTS THE DAMAGE BEFORE
MAKING REPAIRS?
If temporary repairs are needed to prevent further loss to your property, you
do not have to wait for your adjuster to inspect your home or settle your loss.
Temporary repairs must be made to prevent further loss to your property. Most
Allstate property policies have a reimbursement provision for reasonable and
necessary temporary repair costs (up to a specified limit) that you incur while
trying to protect your covered property from additional damage resulting from a
covered loss. Please be sure to save receipts for consideration of reimbursement.
You also do not have to wait for your adjuster to inspect your home or settle your
loss in order for you to select a repair firm, but you should wait to begin final repairs
until an inspection is made and the covered damages are properly assessed.
WHAT IF I HAVE DAMAGE TO MY PERSONAL PROPERTY?
If your claim involves personal property and your policy provides coverage
for personal property damages that result from a covered loss, make a list
of all damaged items to give to your claim adjuster. Be sure to include the
manufacturers’ names, model numbers, purchase dates and purchase prices.
Indicate whether the items are repairable. To help you organize this information,
you can request a home inventory form from your agent or go online to
allstate.com and choose Property and Tool: Home Inventory.
It’s human nature to want to start putting your life back in order as quickly as
possible after a catastrophic event. That’s why the National Catastrophe Team
was created to help you with the claim process. We recommend that you talk
to a catastrophe claim team member as soon as possible.
Allstate National Catastrophe Team
1-800-54-STORM (1-800-547-8676)
P.O. Box 672041, Dallas, TX 75267-2041
Fax: 1-877-292-9527
allstate.com/claimcenter
WHAT DO I DO IF MY HOME IS UNINHABITABLE?
If your policy provides for Additional Living Expenses, you may be reimbursed
for the increase in cost that is necessary and reasonable to maintain you normal
standard of living when your home is uninhabitable due to a covered loss. The
period of time for which you’ll be reimbursed is limited as specified by your policy.
Payments made under the Additional Living Expense provision are in addition
to the applicable coverage policy limits. Ask your agent or catastrophe claim
team member if your policy has this provision. Please keep receipts for any
additional living expenses for reimbursement consideration.
AFT ER YOUR CLAIM
NOW THAT I’VE HAD THIS CLAIM, WILL MY PREMIUM INCREASE?
There are many factors that go into answering this question, including your
policy coverage, prior claim history, your loss type and how long you have been
with Allstate. The best source for the answer is your local Allstate agent, who
would be happy to discuss your individual circumstances. If you’re unsure of
your agent’s phone number, visit allstate.com or simply call 1-800-ALLSTATE®.
Thank you for doing business with Allstate.
OUR STAND
When severe weather or a catastrophic event occurs, Allstate
understands your need to get your life back together as
quickly as possible. That’s why the National Catastrophe
Team is dedicated to helping you promptly resolve your claim.
Expect the best from us in claim service.
We will respond to your claim in a prompt and friendly manner. We will work
hard to keep you informed about what’s going on and what you can expect.
We will provide you with answers about your claim, as well as your estimate.
We do this because we’re dedicated to keeping you in Good Hands.®
We’re here for you—
before, during and after
YOUR CLAIM.
YOU SHOULD NEVER
have to face
a catastrophe alone.
That’s Allstate’s stand.
YOU’RE IN GOOD HANDS
®
Notes
Your policy number:
Your claim number:
your claim
Understanding the catastrophe claim process
P
roperty and casualty insurance products issued by Allstate Insurance Company, Allstate Fire and Casualty
Insurance Company, Allstate Indemnity Company, Allstate Property and Casualty Insurance Company,
North Light Specialty Insurance Company: Northbrook, IL; Allstate Texas Lloyd’s: Irving, TX.
©2011 Allstate Insurance Company. allstate.com 08/11
D
9340-3
You chose Allstate insurance for your peace of mind. By doing so, you’ve taken
an important step in helping to protect your property. Your policy is backed by
more than 75 years of insurance experience and an expansive claim network.
We want you to know that we are always here for you, not just during the claim
process, but before and after the claim experience as well.
“I’m glad
I have Allstate on
MY SIDE.”
