Home Claim

Property damage can be stressful. Our recovery process takes the pressure off.

I've reported my claim, now what?

From the time you suffer a loss to the point your property is restored, American Family Insurance is committed to making the claim experience as seamless as possible despite the inconvenience.

In most circumstances, your immediate needs (including when to expect additional contacts) are addressed when you report a claim. Your assigned adjuster is the one who will review the details of your claim and discuss your policy coverage with you.

Always remember:

  • Safety is of utmost importance.*
  • Coverage varies based on policy type and coverages purchased. For example, hail, wind and theft are generally covered under a homeowners policy; sewer backup and sump pump overflow losses need an endorsement; and flooding is generally only covered under a flood policy.

Here is further information to help make the settlement process a little smoother, and to define the team taking part in your claim.

What to do next?

Prevent additional damage

  • Consider taking some reasonable steps to protect your property from further damage. For example, you may want to hire a contractor to temporarily cover open holes or board up broken windows when damage is significant. You can choose your own or we may be able to help you find one. (Simply give us a call.)

Preserve what you can

  • When possible, retain damaged property for inspection and take pictures. For items like carpeting, preserve a portion (such as square-foot swatch) in a plastic bag.
  • If you have damages resulting in spoiled food, take pictures before throwing away.
  • If you've sustained water damage, retain your sump pump.
  • Separate items that may be cleaned or repaired.

Record details

  • Keep an accurate record of your repair costs
  • Begin a list of damaged or missing items, including purchase dates, costs, brand names and other identifying information. (If you're comfortable using Excel, this worksheet provides an organized way of compiling your information.)

Once a claim adjuster contacts you …

  • He or she will review the damage, possibly taking additional pictures, walking around your property and checking damaged areas (when it is safe to do so).
  • The adjuster will then write an estimate for the amount of your covered damages and guide you through the repair process.
  • The adjuster will assist you with any additional paperwork needed to process your claim.
  • Any time you have a question or concern, or need more information, simply call us at 1-800-MYAMFAM (1-800-692-6326).

Settlement Terms You May Hear

Replacement Cost Value (RCV) – What your covered damaged property is worth new. This figure is based on what it would cost to replace your covered damaged property with property of like kind and quality (sometimes abbreviated LKQ), should your policy provide this coverage.

Actual Cash Value (ACV) – What your covered damaged property was worth just before your loss.

Depreciation – The difference between RCV and ACV.

Example:The normal life expectancy of carpet is about 10 years. Under average conditions, the carpet depreciates 10% per year. If the carpet is three years old with typical wear and tear, it will have depreciated 30% (10% x 3 years = 30%). The actual cash value of the carpet is 70% of the replacement cost (100% - 30% = 70%).
If a three-year-old carpet with normal wear and tear is damaged by a covered loss and the cost to replace the carpet is $5,000, the ACV payment for the carpet would be $3,500 ($5,000 x 70%).

Deductible – For each loss, the amount you and your agent chose to be your responsibility before your policy coverage begins to pay. Your claim adjuster will let you know when this amount is needed or how it will change your settlement.

Deferred Payment – For policies with replacement cost coverage, an additional payment, after an item is repaired or replaced within the allotted timeframe in your policy. The payment is to cover the difference between ACV and RCV. In other words, the amount subtracted for depreciation in the carpeting example.

Meet the Team that will Help with Your Claim

Here are some of the American Family specialists who may assist you during the claim process.

Claim Customer Care Center Representative (on phone) – Gathers basic information on your loss; addresses immediate concerns; provides overview of claim process; and sometimes handles your claim to completion.

Adjuster – Determines coverage, liability and damages pertaining to your loss.  Either a company or independent adjuster may represent the company in determining the loss amount.

Glass Representative – Helps set up appointments with your chosen shop for repairing or replacing glass damage; monitors glass-damage only claims as a representative for American Family.

When CATastrophic Events Occur

The following specialists may assist you during a “CATastrophic” storm or non-weather event that produces severe damage.  By activating its CAT Team to address larger-scale events, American Family ensures that day-to-day claims in the same area can still be met.

CAT Field Adjuster – Determines coverage and provides onsite estimates for catastrophic (CAT) losses.

CAT Desk Adjuster – Settles catastrophe claims; reviews and explains damage settlements; issues drafts and final instructions.

CAT Support Staff – Assist with the claim process after a catastrophic loss by taking loss information, setting up claims, scheduling appointments, answering questions, etc.

*These recommendations were developed using generally accepted safety standards. Compliance with these recommendations is not a guarantee that you will be in conformance with any building code, federal, state or local regulation regarding safety or fire. Compliance with these recommendations does not ensure the absolute safety of your occupation, business or residence. It is the property owner's duty to warn any tenants or occupants of the property of any safety hazards that may exist.

**This website is for informational purposes only; it is not part of an insurance contract.