Claim Department Service Standards require prompt, fair and courteous claim service.  To meet these standards, our claim representatives have the following goals:

	Explain the claim process in understandable terms to policyholders making a claim, or their representatives. Assist those parties in the resolution of the claim and provide explanations of our settlement or denial decisions. Respond to all inquires and complaints immediately and always within 24 hours.
	Resolve claims quickly, protecting the interests of all clients thoroughly, pursuing all cost containment opportunities and promptly paying just and equitable claims.
	Contact claim filers personally within one business day of a reported loss. When contact in person or by phone is not possible, written contact will be established by letter, email or fax within five business days.
	Issue settlement payments the same day as our claim decision when possible, and always within three business days.
	Conduct ourselves in a professional, responsible, lawful and ethical manner at all times.
	Enhance claim service to consumers by educating our agents, clients and policyholders on coverage, claim procedures and cost containment techniques, helping them realize the full value of services purchased.

Dealing with the aftermath of a loss, whether it be an auto accident or damage to your home, is never easy.  Our mission is to turn those negative experiences into positives by providing the best claim service possible.  If you don’t experience the level of service you expect, please call us so we can remedy the situation.