Claims FAQ

What is the first thing I should do after a loss?

First, make sure everyone in the household is safe. Next, if need be, contact the police or fire department to report your loss. If it is safe, evaluate your property, take photographs of the original damage and provide copies of the images to your adjuster. 

Then secure the building to prevent further damage. Keep all your receipts and any damaged property until your claims representative can inspect them. If possible, move undamaged items to a safe and secure area.

How do I report a claim?

Call us at 1-866-274-5677 to file a claim or report a claim online by visiting our Report a Claim page. Please have your policy number and contact information available to complete the form.

What should I expect after reporting my loss?

After your claim has been submitted to ASI, you will receive a call from a claims adjuster within 48 hours. Please call us at 1-866-274-5677 if you have any questions.

What information do I need to provide to the claims adjuster for damaged or stolen property?

Please provide a detailed list of all the damaged or stolen property. The information most helpful for this list includes:

  • Brand name
  • Model and serial numbers
  • Age of an item
  • Place and approximate date of original purchase
  • Purchase price

What will I require to show proof of ownership for the property stolen from my home?

Providing any of the following, will help support your claim:

  • Receipts
  • Owner manuals
  • Warranty cards
  • Appraisals
  • Photographs or original manufacturer’s boxes
  • Credit card receipts, cancelled check copies or bank statements

What if the facts change or I don’t have all the information I need to report a claim?

Always report your claim promptly. Remember you are going to be in contact with an ASI claim representative throughout the claim handling process, so you will have plenty of opportunity to provide additional information.

What will my claims representative want from me? 

They will need a full description of your damages to include who was involved, what happened, when, where and how the loss occurred. Your claims representative will provide an overview of the claim process: what we need from you and what you will get from us. They will also assist you by answering questions, providing any forms or guidance that you might need and by detailing your coverage under the terms of your policy.

Do I need to file a police report for vandalism or theft? 

Yes. The policy conditions state you must file a police report for such losses. 

I need to make emergency repairs to my home. What should I do? 

For emergency repairs, like a water line break in your home, please take care of the problem immediately so that you and your family are safe. Please retain all replaced parts and save your receipts. 

What is a public adjuster and do I need to hire one? 

A public adjuster may contact you shortly after a loss to solicit assistance with your claim. Public adjusters are independent claim adjusters and are not associated in any way with ASI. For their services, public adjusters will charge you a fee based on the total value of your settlement.

These fees may be considerable and are not reimbursable under your ASI policy. As an ASI policyholder, we believe that you do not need to hire a public insurance adjuster to settle your insurance claim. Our experienced claims representatives are here to assist you and help you through the process.

How soon will an adjuster arrive at my home?

The order in which we schedule inspection appointments is based on several factors, but the volume and severity of claims arising from a disaster is the main determinant of this. Our goal is to have an adjuster inspect your loss as soon as possible.

How can I contact my adjuster?

Once we have assigned an adjuster to assist you with your claim, their name and phone number will be provided.

A natural disaster caused the damage to my property. How will ASI handle my claim?

If, after a natural disaster, the volume of claims reported is significant, we are likely to declare the losses a catastrophe. We will use specialized catastrophe adjusters and depending on the conditions, we will advertise on local radio stations or through our independent agent network. We may place banners around the affected area with specific instructions for getting help with your claim. In most cases, our mobile response unit will be on site to offer further help.

Can I report a disaster claim online?

Yes, you can complete our online claim form to report a disaster claim. A dedicated team will be assigned to handle the claims arising from the event. Please make sure to have your policy number and telephone numbers available when filling out the form online. 

What can I do to expedite the claims process? 

Be prepared to provide ASI with a good description and photos of the damage to your property. Make sure we have your current contact information – phone number, email and physical address – to contact you when necessary. Keep receipts for any repairs or additional living costs you incur and submit them to your adjuster for consideration. 

I have an open claim and have received payment for all but $1,000. Why? 

All property insurance policies have a Deductible. This means that you must pay an amount equal to the amount of the Deductible. Generally speaking, the policy deductible runs from $500 to $5,000. However, in hurricane prone states, it is common to see a Hurricane Deductible for 2% of your dwelling coverage limit. These deductibles reduce the cost of insurance and are indicated on the Declarations Page when they apply.

Why is my mortgage company listed on my settlement payment?

Claim payments may include the name of your mortgage company. If it does, be sure to ask your mortgage company about their procedure for endorsing your claim payment. If you have satisfied any outstanding mortgages or changed your mortgage company once held on your home during a policy period, please contact both your agent and ASI for an immediate policy update. Proof of your satisfaction of mortgage is required.

Please note that this section highlights examples of safety precautions that you can consider to help prepare yourself, others and your personal property for a disaster. Please recognize that a particular precaution may not be appropriate or effective in every circumstance. We encourage you to use your own good judgment about what is appropriate. Please reference our Legal Statement for additional disclaimers.