Your Home Claim
Frequently Asked Questions

What should I do after a loss?

Do I need to obtain repair estimates?

What is a deductible?

How will my contents (personal property) claim be processed?

Can Liberty Mutual assist in replacing my damaged/missing contents?

Can Liberty Mutual recommend a contractor to repair my home?

How will payments be made? What payees will be included?

If I cannot live in my home, will Liberty Mutual pay for me to stay in a hotel or rent an apartment?
What about meals, clothing, and other personal items? How much can I spend?

When can I expect to be paid for my loss?

If I have water damage to my home, what should I do?

What is tree removal coverage?

Will this claim cause my premium to increase?

What is an endorsement?

 


Glossary of Terms



Frequently Asked Questions

What should I do after a loss?

  • Protecting yourself and others should be your first priority. Always be careful before entering a damaged building. If your property has sustained serious structural damage or if there are any doubts about its safety, contact local government officials to determine the status of your home before entering.

  • If possible protect the property from further damage.

  • Report downed power lines or gas leaks to the utility company and stay away from power lines.

  • Keep electricity turned off if there is standing water in the house.

  • Never touch electrical components while standing in water. If your safety appears at risk, leave the premises immediately.

  • Retain copies of any receipts or expenses related to your claim.



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Do I need to obtain repair estimates?

In most cases, you will not need to obtain a written repair estimate. Liberty Mutual will provide a detailed estimate of the damage. If necessary, a Property Loss Specialist will arrange a time at your convenience to visit your home and view the damages.

For your convenience, you can select a contractor from our network of approved contractors. The Contractor Network Referral Program provides a licensed and bonded contractor whose workmanship is guaranteed by us for one year.
If you prefer, you can use a contractor of your choice.

Here are some things to consider when selecting your contractor:

    1. Do not sign any forms prior to obtaining and agreeing to what is to be done.
    2. Ask for an itemized estimate with pricing.
    3. Ask them if they are insured and bonded.
    4. Use licensed contractors if the state you are in regulates them.
    5. Ask for referrals from your local building department and Better Business Bureau.
    6. Ask for 3 or more references.
    7. Ask for a written guarantee or warranty.
    8. Ask about experience of the contractor.
    9. Who will be responsible to pull building permits?



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What is a deductible?

A deductible is the amount of loss you agree to pay yourself when you buy a policy. For homeowner policy claims, deductible amounts may vary depending on the type of loss and the coverage it falls under. For example, in some states, damage caused by hurricane or earthquake may have a separate deductible which is different from your policy's standard deductible. Please review your policy declaration page for coverage details about your policy.

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How will my Contents (Personal Property) Claim be Processed?

To process a claim for your personal property, a detailed list of damaged or lost items will need to be submitted. If you have previously conducted a home inventory, you have much of this work already completed. In order to assist us with properly identifying and pricing your property, it will be helpful if you can supply any of the following, if available, for each item:

    • receipts
    • photographs
    • value or replacement costs
    • age of item
    • serial and model numbers
    • manufacturer’s name
    • evidence supporting your ownership
If you are not able to compile all the above information, please use your best effort to provide as much information as is reasonably possible. If the cause of loss or damage to your property was the result of burglary, theft, or a malicious act, you will need to report the loss to the police.
All damaged items you are making a claim for should be retained until an agreement is reached or you are instructed by your adjuster to discard the damaged items.

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Can Liberty Mutual assist in replacing my damaged/missing contents?

Our Personal Property Replacement Program* is a convenient way to replace many of your damaged or missing items. At your option, one phone call from the adjuster sets the process in motion. Drawing from a database of hundreds of thousands of items, we can locate the exact items you lost, or the closest match, and ship them to you within 48 hours.

*Service provided through Insurer's World, Canton , MA .

 

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Can Liberty Mutual recommend a contractor to repair my home?

Your Claim Handler can provide you with information about Liberty Mutual's Contractor Network Referral Program (CNRP)*. Liberty Mutual established the CNRP to provide customers with competent, reliable, contractors to perform building repairs related to an insured loss.  You are under no obligation to use the services of the CNRP contractor.  However, if you do, Liberty Mutual will guarantee the workmanship performed by the CNRP for one year. 

*May not be available in all locations.



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How will payments be made? What payees will be included?

A check will be issued payable to you and any lien holder if applicable, less your deductible.

If you are using Liberty Mutual's Contractor Network Referral Program (CNRP) and you authorize direct payment, Liberty Mutual will make the check payable to you and the CNRP contractor for the amount of the damage estimate less your deductible.

If you have a mortgage on your home, the check for repairs to your home may also include the mortgagee as a loss payee. Every lender has different procedures for endorsing claim payment checks. Be sure to contact your mortgage lender as soon as possible to advise them of your loss and to get direction from them about their process for properly endorsing the check. If our records show a lien holder but the lien (or mortgage) has been paid off, you will need to contact your claims handler. You will be required to provide supporting documents to show that the mortgage has been paid off at the time of your request.
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If I cannot live in my home, will Liberty Mutual pay for me to stay in a hotel or rent an apartment? What about meals, clothing, and other personal items? How much can I spend?

If necessary, Liberty Mutual can assist you in locating temporary housing and offer you an advance payment for immediate assistance with meals or other additional living expenses. It is important to keep all receipts for any additional expenses you may be claiming. Your claim handler will advise you of your policy coverage for additional living expenses.



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When can I expect to be paid for my loss?

You can expect payment for your loss as soon as we are able to review the damages at your home and complete a damage estimate. This time frame may be longer based on the extent of damages at your home. Once coverage has been confirmed, your adjuster may offer you an advance or partial payment to meet your immediate needs or expedite the repair process.

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If I have water damage to my home, what should I do?

Your safety is our main concern, so never enter standing water to access a breaker box to turn off the power, or any area where live electrical service is exposed to water. Have the source of the water turned off and repaired to avoid further damage to your property. If possible, move any furniture, draperies or other personal property to a dry area or elevate out of the water, and use fans to begin drying. Keep your receipts for any service or repairs.

Your Claim handler will offer you further information on emergency services and water extraction procedures.

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What is tree removal coverage?

Your policy provides coverage for the removal of a fallen tree from a covered structure and for completing temporary repairs. Tree removal coverage does not include the removal of any tree still standing, whether dead or alive, or the removal of any branches that are hanging from the tree.

The policy also provides “Additional Coverage” up to $500 for the removal of tree debris if caused by a covered peril provided the tree(s) damages a covered structure. These perils include but are not limited to wind, weight of ice, snow and sleet. The $500 limit is the most we will pay in any one loss regardless of the number of fallen trees.

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Will this claim cause my premium to increase?

We consider many factors when determining your rates, such as age of home, and safety and anti-theft devices that you may have. Our sales representatives can work with you to ensure that you are getting the best possible rate with all applicable discounts.

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What is an endorsement?

An endorsement is an attachment to your base insurance policy that can either add additional coverage or present restrictions on coverage in your base policy. An endorsement can also be added to cover unique items tailored to your individual needs.


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