Claims FAQs
  1. When the unexpected happens we’ll be by your side to help get your life back to normal. Contact our claims care center at 1-800-MYAMFAM (1-800-692-6326) and talk to a professional claims representative. We’ll answer your questions and guide you through the entire process.

  2.  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.
  3. 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 – for example, filing multiple claims within a short time period, or causing an accident while under the influence of alcohol or drugs.

  4. 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, American Family will 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.

  5. 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.

  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.

  1. The sooner the better! And it’s handy to have these details on hand: the contact information of other people involved, description of vehicles involved (make, model, etc.) and other helpful notes (time, location, description, injuries, etc.)

  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, American Family will 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 your lien holder (if appropriate).

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

  5. Because estimating involves judgment, there can be differences of opinion on scope of work and how much that work should cost. If you have concerns about the estimate we provide, contact your American Family claims representative. They’d be glad to help you!

  6. American Family pays 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!

  7. 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 partnered 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.

  8. No worries. We'll assign your claim to an American Family claims representative familiar with the claim handling laws and procedures in that state. We'll also arrange for the repair estimate/review process and help you find repair options in the state where the accident occurred or in your home state – whichever is most convenient for you.

Recreational Vehicle
  1. Yes and your appraiser should be at the repair shop in order to complete an estimate.

  2. We’ll pay for reasonable and necessary transport costs to the closest qualified repair facility.

  1. To start the process contact our claims care center at 1-800-MYAMFAM (1-800-692-6326). One of our friendly claims representatives will help you and speak to one of our claims representatives to report the damage or loss. Then, look for any potential safety risks and take reasonable steps to correct them and prevent further damage.

  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. We’ll do everything we can keep the process moving. 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.

  1. To start the process, contact our claims care center at 1-800-MYAMFAM (1-800-692-6326) and speak to one of our helpful claims representatives. Then, make sure to protect your home from further damage and keep any damaged property for inspection purposes. A claims adjuster will work with you to estimate your damages. To complete the repairs, you can choose to get an estimate from a contractor of your choice, or choose one from our trusted Certified Repair Program. No matter which option you choose, your adjuster and the contractor will work together to agree on a repair price.

  2. If your policy includes replacement cost coverage on the structure and personal property, full reimbursement for replacement costs may take place in the form of two or more payments. You’ll receive an initial payment from the adjuster with the estimate. This payment is 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.

  3. 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.

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

  5. 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 to these with your claims adjuster.

Catastrophic Claims
  1. First and foremost, make sure everyone is safe and get medical care if anyone is injured. Then, contact our claims care center at 1-800-MYAMFAM (1-800-692-6326) and speak to one of our professional claims representatives. We’ll guide you through every step of the process. If an American Family Insurance catastrophe mobile command center is setup in your area you can go there to file your claim in person.

  2. 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. The only thing you should do is protect your property from further damage by covering broken windows and any gaps in the roof or exterior walls. 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.

  3. If we can, we will complete the estimate during our first meeting with you, and process a check at that time. If additional inspection, investigation and evaluation are needed, we’ll prepare an estimate offsite and deliver that estimate and settlement check to you. We pledge to move as quickly as possible, so you can start getting your property, and your life, back to normal.

  4. When you have a mortgage on your home, claim settlement checks typically are made payable to both you and your mortgagee, as required by the mortgagee. You'll need to contact your mortgage company to find out how to obtain their endorsement on the check.