Frequently Asked Claims Questions

Question:

Can I obtain my own appraisal of damage for my auto?

Answer:

You may obtain your own appraisal of damage. If you decide to obtain your own appraisal of damage, we will be unable to reimburse you if you are charged for that appraisal. In any case, it is necessary for an American Commerce appraiser to provide a written appraisal of damages before any repairs are started.

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Question:

What if the American Commerce appraisal of damage is different from the one written by my chosen auto repair shop?

Answer:

If the amount of the auto repair shop’s estimate is different from that written by the American Commerce appraiser, our staff will work directly with your chosen repair shop to attempt to obtain an agreed price for the work to be completed.

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Question:

Can I begin repairs to my automobile when I receive the American Commerce appraisal of damage?

Answer:

You may choose to begin repairs at that point. However, the initial damage appraisal is not a guarantee of payment. That is because the amount of the appraisal will be reduced by your chosen deductible, and by any damage listed on the appraisal that is not related to the loss. Your Adjuster will verify the coverage available to you.

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Question:

What if I find out my vehicle is not repairable and considered a "total loss?"

Answer:

The American Commerce appraiser will make the determination if your vehicle is repairable or if it is a "total loss." A vehicle is declared a "total loss" when the appraised cost of repairs added to the probable salvage value (the vehicle in its unrepaired state) exceeds the pre-accident value of the vehicle. Your settlement will be based on the actual cash value of the vehicle. Your Adjuster will be the individual who contacts you regarding the settlement of your "total loss" claim.

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Question:

What if my vehicle was towed to a storage facility or tow yard?

Answer:

Please call us immediately if your car is at a storage facility or tow yard. Storage charges may be accruing and we can help you with the determination of whether the car should be moved in order to lessen these charges.

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Question:

What if additional damage not included in the original appraisal is discovered while the vehicle is being repaired?

Answer:

Your original appraisal is for "visible damage" seen during the inspection. Although every attempt is made to be as thorough as possible, at times additional "hidden damage" is discovered during the repair process. If this happens, the repair facility should contact the original appraiser who will then come to that facility to write a supplemental appraisal for any loss-related damage.

Question:

Will I have a deductible for this loss?

Answer:

Your Claim Adjuster will review what coverage is available for your claim. Once coverage is determined and the amount of your loss has been established, payments are made less the amount of your chosen deductible for that particular coverage part. ***Please note: If there is another individual(s) responsible for the accident and the resulting damage to your vehicle, our staff will attempt to recover your deductible. We will contact the responsible party’s insurance carrier and provide the appropriate follow up to attempt recovery of funds due to you as quickly as possible.

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Question:

Will my policy rate increase as a result of a claim payment?

Answer:

Your Insurance Agent will be able to advise you if the claim payment will change the rate of your policy.

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Question:

What if I have a bank loan on my automobile?

Answer:

If you have a lien holder on your vehicle, we may be required by law to include the lending institution on your payment check. Please contact your lending institution for instruction on how they proceed with endorsing your settlement check.

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Question:

Can the auto body repair shop be paid directly?

Answer:

If you sign a "Direction to Pay" at the auto body repair shop, we will make payments directly to the shop in accordance with your request. If you are interested in having the auto body repair shop paid directly, mention it to the shop and they will provide you with the appropriate forms to sign.

Your homeowner’s policy will describe the actual terms, conditions, exclusions and coverage amounts for your particular loss.

Question:

What if my home has sustained severe damage and I need immediate help?

Answer:

Please take the appropriate steps to protect your property from further damage. Keep all receipts of costs incurred as a result of any temporary repairs. If possible, photograph the damaged areas before the temporary repairs are made. Photographing, making an inventory of and keeping damaged property for inspection will help in expediting your claim. In most cases, you will be reimbursed for reasonable temporary repair costs for damages that your policy covers you for.

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Question:

Following a natural disaster, unfamiliar contractors are going from door to door offering their services for clean-up and repairs. How do I know if they are honest and reputable?

Answer:

While the majority of the businesses are honest and reputable, some are not. We suggest the following helpful hints to avoid a potentially difficult situation down the road:

• If possible, use contractors that are familiar to you.
• Always ask for references from previous customers and local suppliers. Be sure to check the references out!
• If possible, get more than one estimate. Never be pushed into signing a contract on the spot.
• Get all agreements in writing; i.e., work to be performed, costs, time schedules, guarantees, payment schedules and any other expectations. Never sign a blank contract.
• Never pay a contractor in full, or sign a contract of satisfaction until the work is completed.

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Question:

My home is not fit to live in, will my policy cover me for temporary shelter?

Answer:

If the loss that rendered your home unfit to live in is covered under your policy, we cover the increased living costs to stay in temporary living arrangements. Additional living expenses are for situations such as a loss to your home as a result of a windstorm, lightning or fire which renders the home not able to be lived in. Additional living expenses are not available for situations such as a power outage on your street or in your town. If your policy covers you for additional living expenses, we will help coordinate the arrangements for you.

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Question:

I have had water damage to my home and/or personal property. Is this covered?

Answer:

Damage as a result of water entering the structure from a covered loss such as lightning, windstorm, or the weight of ice, snow or sleet would be covered. Water damage to a building or personal property caused by a flood, surface or ground water or back-up of sewers or drains is not covered***. This would include water that seeps through the foundation and floods the basement. Additionally, water which backs up into the insured's home as a result of a full drain or sewer is not covered.***

Please note: If you have the Homemaster Plus Endorsement – then there may be coverage for this type of loss.

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Please visit the Federal Emergency Management Agency (FEMA) for public information on specific hazards and what you can do to prepare for such a disaster.
www.fema.gov/hazards
(Earthquakes, Fire, Floods, Hurricanes, Landslides, Thunderstorms, Tornadoes, Volcanoes)

Also, the American Red Cross provides information on Disaster Services in your specific area:
www.redcross.org/services/disaster

Question:

What do I do if I think someone is making a fraudulent insurance claim?

Answer:

Fraud is a major problem in the insurance industry today. It is a big expense that we all have to bear through higher insurance rates because of the illegal activities of a few. Insurance fraud is a very serious crime with severe criminal penalties and fines.

American Commerce Insurance Company takes a very active role within the insurance industry to recognize and control fraudulent claims. We have special units that work closely with the National Insurance Crime Bureau and local law enforcement agencies to detect and deter fraudulent claims.

If you suspect anyone of filing a fraudulent insurance claim, please call us at 1-877-372-9836 and ask for our Fraud Unit. Tell one of our fraud representatives what state you are calling from and you may report any suspicious fraudulent activity on a claim anonymously.