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What to expect from the property claim process

When you call Travelers to report a loss, you will be greeted by a customer service representative who will look up your policy information. The representative will check your coverages 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.
  • Plus, we have the ability to promptly deploy staff members where they're needed– for example, after a hurricane or other disaster – so you can count on us to be there when you need us.
  • 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 any type of loss.
  • Your claim professional will contact you to review the facts of the case and go over the claim process. Most often, he or she will need to set up a time to inspect the damage in person.
  • When the claim professional comes to your home, 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.
  • Our repair cost estimates are calculated using software that takes into account local material prices and labor rates. This is the same software used by many building contractors to write their estimates.
  • The claim professional can generally write you a check based on the estimate, either on the spot or soon afterward.
  • For property losses, depending on the size and type of your loss, we may need to include your mortgage company as a co-payee on your check, meaning the mortgage company or bank will have to endorse the check. If this is the case, you should contact your mortgage company as soon as possible to find out how to properly handle the payment.
  • You are free to use the contractor of your choice to perform repairs on your home, or you can perform repairs yourself.
  • If you do not know a contractor and decide not to perform repairs yourself, we can provide a list of pre-screened contractors in your area.
  • It's important that you feel comfortable with the way your claim is progressing. Your claim professional should take the time to talk with you and answer any questions you may have.
  • During the course of repairs, your contractor may find additional items that need to be repaired. This is normal. If it happens, have your contractor contact the claim professional directly to discuss next steps. We may need to conduct another inspection to adjust our estimate.
  • After we have made payments to you, we may determine that another person or company is responsible for the loss. If so, we may try to recover the loss costs on your behalf from the responsible party's insurer through a process known as subrogation.
    • If we subrogate, we will ask you to sign a document allowing us to act on your behalf. We will then refer your case to one of our recovery specialists, who may contact you to learn more about what happened.
    • If our subrogation is successful, we may return all or part of your deductible. If we are not successful, there is no cost to you.
  • 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 can decipher your policy and receive its benefits owed to you.

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