Claim Protocols
Six stages, from first call to final payment
Loss settlement follows a consistent procedural order across carriers. Knowing the stage tells you what documentation is expected and what a reasonable timeline looks like.
Report & File Number Assignment
The loss is reported to the carrier by phone, app or agent, typically within 24–48 hours for the fastest processing. A claim number is issued immediately and becomes the reference point for every following interaction.
Adjuster Assignment
A staff adjuster or an independent adjuster contracted by the carrier is assigned to investigate. For larger property losses, a public adjuster can also be hired independently by the policyholder to represent their side of the valuation.
Documentation & Inspection
Photos, receipts, repair estimates and, for larger claims, an in-person or virtual inspection are collected. This stage is where the majority of disputed claims stall — incomplete documentation is the most common cause of delay.
Coverage Determination
The adjuster cross-references the documented loss against the policy's covered perils, exclusions and endorsements, and issues a written determination of what is and isn't covered.
Settlement Offer
A settlement figure is calculated against policy limits and any applicable deductible, then presented in writing. Policyholders can request an itemized breakdown and, in most states, dispute the figure before accepting.
Payment & Closure
Once the offer is accepted, payment is issued — sometimes in stages for large property losses (an initial payment followed by a final payment after repairs are verified) — and the claim file is closed.
Preparation
What speeds up an inspection
- →Time-stamped photos of the damage from multiple angles, taken before any repairs begin.
- →An itemized list of damaged or lost property with approximate purchase dates and values.
- →Written repair estimates from at least two licensed contractors for larger property claims.
- →A copy of the police or incident report where one was filed.
Not sure which stage applies to your situation?
Send the details to our consumer inquiries desk.