Home, Condo and Renters Insurance Claims

Home, Condo and Renters Insurance Claims

How to File a Claim and What to Expect

From house fires to floods to hurricanes, dealing with a home claim is stressful. Our goal is to help you get things back to normal as quickly as possible.

Dealing with Damage to Your Home

The first thing you’ll want to do is make sure you, your family and your home are safe. After you report your claim, if possible, make sure your property is protected from further damage. Read more about handling damage to your home and making temporary repairs.

Tips to Expedite the Claims Process

  • Report your claim as soon as possible
  • Protect your home and belongings from further damage
  • Save all invoices and repair bills, including those for emergency service work
  • Take photos of your damage
  • Preserve all evidence
  • Inventory the items you lost
  • Although not required, you can, of course, get an estimate of the repairs from a trusted contractor
  • If you had a theft loss, file a police report with a list of the stolen items

Steps in the Home Claim Process

Below are the basic steps you’ll encounter.

Step 1: File Your Claim
Please have your policy number ready.

Filing your home claim online is fast and easy.

By Phone
To file your claim by phone, contact us directly.

Step 2: Assignment and Tracking of the Claim
After you report your claim, we’ll provide you with a claim number and assign a personal claim representative to contact you by the next business day.

Track the status of your claim online, 24/7. New and returning Manage Your Policy customers can log in below. If this is your first time logging in, be sure to have your policy number handy.

Step 3: Damage Evaluation
Depending on the extent of damage, an adjuster may need to schedule an appointment to inspect your damages. The adjuster will generally be able to schedule an inspection within two business days.

  • If Your Home Is Unlivable
    While coverages vary, most policies provide coverage for additional living expenses when your home is made uninhabitable due to a covered loss. Your claims representative will discuss your coverage with you. Always save all receipts for any expenses after a loss.
  • Use of Contractors
    Plymouth Rock may provide emergency contractors for remediation when your own contractor is not available and emergency services are needed. Otherwise, we normally do not refer contractors to do the repairs because we would like you to choose a contractor you trust. We will work with your chosen contractor to get an agreed price for the repairs.

Step 4: Claim Settlement
We’ll pay to repair or replace your damaged property, subject to the terms and conditions of your policy.

  • Estimating Damages
    Our adjusters estimate damages based on acceptable construction repair methods and current repair costs in your area. Depending on your coverage, we may initially pay the actual cash value (ACV) of an item. If you have replacement cost coverage on your policy, you can submit a claim for the depreciation within 180 days from the date of the loss. Your claims representative will go over this coverage with you.
  • ACV, Holdback, and Depreciation Explained
    Most claims are settled for actual cash value, which is the amount of the replacement cost minus depreciation. Depreciation may also be referred to as a holdback amount. If you have Replacement Cost Coverage, you are entitled to a refund of the depreciation/holdback once the repairs are completed. Your adjuster and claims representative will explain the process and send you a letter outlining what you need to do during the claims settlement process. Generally, your policy requires you to contact us within 180 days from the date of the loss to advise us if you are seeking recovery of your depreciation/holdback. We may require photos, receipts, or re-inspection of the property to confirm the work was completed according to our estimate. Upon confirmation that the repairs are completed, we will release your depreciation/holdback amount.*
  • Damage After the Settlement Check
    Due to the nature of some losses, supplemental damage can be expected. Accepting payment for the damages or agreeing to an estimate does not prevent you from any additional monies if more damage is discovered and covered under your policy.

    If you experience damage after receiving your initial settlement, please contact your adjuster or claim representative immediately. It’s always a good idea to take photos and contact us before you begin the additional repairs. It is also helpful to request a detailed or itemized estimate from your contractor to help us determine what is owed for supplemental damage. We may need to revisit the property for a re-inspection.

If you need any additional information about the home claims process, please contact us or read our Claims FAQs.

* This is a general description of coverage and not a statement of your contract. Details of coverage or limits vary. All coverage are subject to the terms, provisions, exclusions and conditions in the policy itself and in any endorsements.