Claims FAQs

General

  1. There are a few ways you can check the status of your claim and view your claims adjuster’s information.

  2. As soon as you’re safe and have most or all of the information you need to file a claim, you should file your claim. Once you file it, our claims representatives can get to work on reviewing it as quickly as possible.

  3. A claims representative will review the information you’ve provided and contact you within 1-2 business days to discuss the next steps in the claims process.
  4.  A good place to start is by reviewing the coverages listed in your policy. Your claims representative or American Family agent can help you understand how your coverages apply to your claim.
  5. Not typically. However, to keep rates affordable for all American Family Insurance customers, a policy could be cancelled if it’s determined to be high risk. Some determining factors for high risk policies include filing multiple claims within a short time period or causing an accident while under the influence of alcohol or drugs.

  6. Yes, the policy deductible applies even if you’re not at fault. Once your claim is paid, and if the at-fault party is known, we’ll seek to recover the payments — including your deductible — from the responsible party or that party's insurance company. If the deductible is recovered during this process, you’ll receive a refund for the full deductible amount.

  7. You might want to file a claim just in case additional injuries or damages are discovered that increase the claim value above your deductible amount. Questions? Your agent is always ready to help.

Auto

  1. Remain calm.

      Take a few deep breaths and try to calm your nerves before you proceed. Make sure everyone is safe. Then, if possible, turn on your hazard lights and move out of traffic.

    Call the local authorities.

      If someone is hurt, call 911 immediately. If no one is injured, call the local police department’s non-emergency phone number. They can help clean up the accident, facilitate the exchange of information between you and any others involved and help set up a tow for your car.

    Collect information.

      If other vehicles were involved in the accident, collect their contact, license and insurance information before anyone leaves the scene. If you feel unsafe doing so, wait for the police to arrive. Do not discuss fault or your insurance coverage.

    Document everything.

      Take photos of the license plates of all involved, any damage to all vehicles, street names, road conditions, other property damage and any injuries if possible. Get the names and badge numbers of all police at the scene.

    Open a claim.

      Once everyone is safe, information has been exchanged, you’ve been released from the scene by authorities and you have taken photos of everything, you should file a claim with us as soon as possible.

  2. For vehicle repairs, payment is usually issued within 24-48 hours, once you and your adjuster have agreed on the repairs. For total loss situations and more complex accidents, like those where injuries are involved, the amount of time it takes to receive your check varies. If your vehicle is repaired at one of our Certified Repair Program shops, we’ll pay the shop directly for the repairs.
  3. If the cost to repair your vehicle approaches or exceeds the value of your vehicle, it may be considered “non-repairable” or a “total loss”. Your claims adjuster will complete a thorough inspection of your vehicle to determine its fair market value. Upon receipt of your title paperwork, a check for the total loss value — minus your deductible — will be issued to you and, if appropriate, your lien holder.

    We pay actual cash value for covered losses, excluding your deductible, up to your policy limit. You may be responsible for any loan balance above that amount. That’s where lease/loan gap coverage can help. Contact your agent if you’d like to learn more — they can help you decide if it makes sense for you!

  4. If you receive a legal summons or complaint, let your claims representative know right away. To ensure the best possible legal defense, forward a copy of the summons or complaint — along with any other letters and documents — to your representative.

  5. Because estimating involves judgment, there can be differences of opinion on the scope of work and how much that work should cost. If you have concerns about the estimate we provided, contact your claims representative.

  6. To help get you back on the road sooner, our auto rental reimbursement coverage will pay for a rental vehicle while your car is being repaired. We’ve teamed up with Enterprise Rent-A-Car® to give you the experience of two trusted brands working together to keep your dreams moving. Talk to your agent to learn more.

  7. No worries. We'll assign your claim to a representative familiar with the claim handling laws and procedures in that state. We'll also arrange for the repair estimate and review process, and we’ll help you find repair options in the state where the accident occurred or in your home state — whichever is most convenient for you.

Home/Condo/Renters

  1. File a claim as soon as reasonably possible using the MyAmFam app, My Account, by contacting your agent or calling 1-800-MYAMFAM (1-800-692-6326). Then, make sure to protect your home from further damage and keep any damaged property for inspection purposes. We know you're eager to start putting your home back together, but it's best to wait until we've conducted our first on-site inspection. That way we can identify all the damages that may be covered by your policy and make sure you receive everything you’re entitled to.

  2. If this is an emergency situation, call 911. If not, first make sure they’re okay. Then, collect the injured person's contact information along with contact information for anyone else who was present at the time of the injury. You’ll need this information for your claim.

  3. To report hail or wind damage, you can text STORM to 26326 to get a claim started. If the damage is severe and you need immediate assistance, please call our claims team at 1-800-MYAMFAM (1-800-692-6326).
  4. When you have a mortgage on your home, claim settlement checks typically are made payable to both you and your mortgage lender, as required by the lender. You'll need to contact them to find out how to obtain their endorsement on the check.
  5. If your policy includes replacement cost coverage on the structure and personal property, full reimbursement for replacement costs may be paid in two or more payments.

    You’ll receive an initial payment from the adjuster with the estimate. This payment is either for the full cost or for the actual cash value of the repair. If the initial payment is for actual cash value, an "amount deferred" is listed on the claim settlement report. This amount can be claimed upon completion of the work.

  6. It’s not required for every situation, but we highly recommend filing a police report any time you experience an auto accident, property theft or vandalism. The police can be very helpful in stressful situations, and filing a report helps you stay on top of all the details.
  7. Actual cash value is based on the cost to repair or replace the damaged item with an item of like kind and quality, minus depreciation.

  8. Replacement cost is the cost to repair or replace the damaged item with an item of like kind and quality, without deduction for depreciation.

Business

  1. To file a business insurance claim, you can contact your agent or call our claims care center at 1-800-MYAMFAM (1-800-692-6326).

  2. The best thing to do is make an inventory. The inventory should be room-by-room, giving complete descriptions of any damaged property. The description should include any available information, such as brand names, model numbers, age, purchase price and place of purchase. It’s a good idea to take photos to document damage.

  3. Collect the employee’s contact information along with contact information for anyone else who was present at the time of the injury. You’ll need to provide your adjuster with all names, addresses and phone numbers. Then report the incident, regardless of fault, right away.

  4. We understand you need to get your business up and running as soon as possible, so we’ll do everything we can to keep the process moving smoothly. The timeframe will largely be determined by the type and severity of damage and the contractor you’ve chosen to do the repairs. Contractors from our Certified Repair Program can often start and complete repairs more quickly than others.

Farm & Ranch

  1. You may be asked to keep items for inspection, so don't throw anything away. Keep any receipts so you can document your reimbursement requests. You’ll also need to complete an inventory sheet listing all missing or damaged property.

  2. First, make sure they’re okay. If this is an emergency situation, call 911. When you’re able, collect the injured person's contact information along with contact information for anyone else who was present at the time of the injury. You’ll need this information for your claim.

  3. A personally assigned adjuster will work with you to estimate your damages and can provide you with a list of local contractors who have done work for our customers in the past. You can also choose to get an estimate from a contractor of your choice. No matter which you choose, your adjuster and the contractor will work together to agree on a fair repair price.

Health

  1. Visit the Network Providers page to locate an in-network provider in your area. By using an in-network provider, your out-of-pocket cost may be waived or lowered from 10-20%, depending on your policy.