21st Century Homeowners Insurance Claims Philosophy

21st Century Homeowners Insurance has a claim philosophy which sets its apart from the rest of the insurance industry. 21st century homeowners insurance Claims Department has a firm commitment to leading the industry by providing only the highest quality service to all of 21st century homeowners insurance’s customers. This means service that’s fair, prompt, honest and efficient.

21st century homeowners insurance continuing dedication to improving every aspect of 21st century homeowners insurance claims operation is guided by the belief that 21st century insurance’s customer satisfaction is the ultimate measure of 21st century insurance performance. This belief compels us to constantly test how we measure up to the exacting standards and expectations of our customers.

21st century homeowners insurance know that the way they handle an insurance claim will have the greatest impact on customer satisfaction level. If you are ever in the unfortunate situation of having to report an insurance claim, they know you’ll find 21st century insurance service informative, timely, fair, accurate, and extremely user-friendly.

Loss Reporting

In the event that you have a claim to report, there are two ways that you can provide us with the First Notice of Loss. You simply complete and submit our on-line claim form. Once you have reported a claim we will send you additional information which will provide you assistance throughout the claim process. The second option is to call us at 1-877-834-7532 and follow the menu prompts to our Customer Service Call Center. An associate will then take the information by phone and immediately assign your claim to a claims associate.

Emergency Repairs

Some claims may require immediate emergency repairs. We will be there to assist you in initiating repairs which are required to make your home livable or to mitigate further damages. As a homeowner it is your duty to protect your property before, during and after a loss. If you are unsure as to what steps should be taken to protect your property, call our experienced staff for advice. save any receipts for charges you may incur for protecting your property. These charges may be covered. Above all else, do not take action to protect property that may endanger your well being. Leave this to the professionals.

Temporary Living

We want you and your family to be safe and secure. In case of a major loss, where your home has suffered significant damage and has been determined to be unlivable, we will assist you in finding temporary living. We can help you locate a place for your family and make the necessary payment arrangements.

Contact and Communication

Communication is key to any successful relationship. It is our goal to have a claims associate contact you as soon as possible – usually within 24 hours of reporting your loss. At that time, the associate will provide you with all the necessary contact information so you will be able to converse with them throughout the process. Communication is one of the areas in which we maximize the utilization of technology for your benefit. An interactive website, e-mail, and an efficient telephone system are all available to you throughout the claims process, and will enhance the flow of communication between you and your claims associate.

Claim Information Package

After reporting a loss, you will be contacted by a claims associate. Our claims associate will provide you with the tools needed to complete an inventory of your loss. Based on your situation the claims associate may send you a packet of information that helps you understand the claims process better, while providing us with the information needed to process your claim efficiently and effectively. We will do our best to customize our claims handling process to accommodate your specific needs.

Homeowners Insurance Profile

Because we understand the important investment you have in your home, we will take every opportunity to keep your policy information up to date. This is part of an internal process called the “Continuous Learning Loop”. It is a service we provide as part of our efforts to develop our Customer Profiles, and involves underwriting information which is crucial in determining if your home is properly insured. If you do have a claim we will use the situation to update your current Insurance Profile.

Investigation

All losses require an investigation to determine if we are allocating all applicable coverage to your loss. The extent and type of investigation is determined by many factors, and will be explained to you at the onset of the investigation stage.

Inspection

Many claims require an inspection to properly investigate and assess the damage or loss. Whether or not an inspection is required will be determined when you report a loss, or during the initial contact with the claim representative. If an inspection is required, a member of our Field Services Division will set up an appointment to meet with you and inspect the damages. We invite you to have your contractor(s) present during this inspection. In many instances, we can prepare a damage estimate and issue you a settlement check at this time.

Many losses involve physical damage to your home or related structures. An accurate damage assessment is a critical and challenging step in the claims process. This assessment can be performed either by one of our Field Service Representatives or an Internal Claim Representative. In some cases there may be additional damage which was not initially identified. Such cases will be examined and resolved as they arise even if noted after the original settlement.

Loss Settlement

Your loss settlement will occur as soon as the investigation and the damage assessment have been completed. This is the time when we issue checks and complete the final reports. The length of time it takes — from the initial reporting of a loss to the settlement — relies heavily upon what type of loss you have sustained. Some losses can be settled within hours. Loss Settlements are designed to act as resolutions to your claim. (This does not mean, however, that if additional covered items are later identified they will not be taken into account on the claim).

Customer Surveys

Once the Loss Settlement portion of the claim has been completed, we will send you a Customer Satisfaction Survey. This is your opportunity to tell us how we did. We provide you with a variety of media to aid you in taking this opportunity — you select the one most convenient for you. We hope you will take a few moments to complete this survey. Your input is important to us, and will enable Homesite to continue to provide the highest level of service to you, our valued customer.