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What to expect from the auto claim process

When you call Travelers to report a loss, you will be greeted by a customer service professional who will look up your policy information. The representative will check your coverages, verify your policy and contact information and document the details of your claim.

  • From there, your claim will be assigned to a local claim professional who possesses the skills and experience to thoroughly investigate your damage. Travelers has more than 13,000 claim professionals working out of more than 100 offices across the country, so we're ready to respond quickly.
  • Our claim professionals undergo rigorous classroom and hands-on training at Travelers Claim University, our flagship training facility, ensuring they are prepared to assist you after your auto loss.
  • Your claim professional will contact you to review the claim process. Most often, he or she will need to set up a time to inspect the damage in person. You may also have the option of bringing your vehicle to a Travelers ConciergeCLAIM® center for an estimate if there is one in your area. Your claim professional can give you more information on ConciergeCLAIM.
  • If your claim professional does come to your home to inspect your vehicle, he or she will determine whether your damage is covered under your insurance policy. If it is, the claim professional will prepare a detailed written estimate outlining all of the covered damage and what it should cost to repair. You will receive a copy of this estimate and a check for your repairs either on the spot or soon afterward.
  • During the course of repairs, your auto repair shop may find additional items that need to be repaired. This is normal. If it happens, have your repair shop contact the claim professional directly to discuss next steps. We may need to conduct another inspection to adjust our estimate.
  • Throughout the process, a claim professional will be there to serve as your guide. We understand that most of our customers are not insurance experts, so we are here to make sure you receive all the benefits owed to you under your policy.

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