1. Initial contact and review of coverage available to you
- After reporting your claim, a QBE Claim Professional will contact you within approximately one business day.
- The QBE Claim Professional will verify the details of the loss and the policy information, and also explain the coverages available to you. They will discuss the deductibles, potential coverage exceptions and coverage limits with you.
- During the call, the Claim Professional will discuss options for getting an estimate of the cost to repair or replace your covered property.
2. Getting an estimate of the damages
a) Typically, one of the following will occur
- QBE Contractor Repair Program (CRP) - In certain areas, QBE can refer a contractor who will prepare an estimate of the repair or the replacement cost of the covered property. After QBE reviews and approves the contractor's estimate you can arrange to have work done by that contractor or any contractor of your choice. It’s important to keep in mind that the contractors that QBE refers are specialists in home repairs and they guarantee their work.
- Independent adjuster inspection - QBE can arrange to have an independent adjusting firm go to your home to physically inspect the damages and collect information needed to prepare an estimate of the repair or the replacement cost of the covered property. An estimate of the damages will be sent to your QBE Claim Professional to review and approve.
- Desk top adjustment (small losses) - For losses with minor or limited damage, your QBE Claim Professional can often get enough information from you over the phone or from photos you send to them to estimate the damages.
- Personal property only - When only personal property (e.g. furniture) was damaged or stolen, your QBE Claim Professional will gather information from you over the phone or refer you to an online service that can help you identify and itemize the relevant personal property.
b) Temporary living expenses
- To the extent your policy coverage allows, we can help arrange or reimburse you for temporary living arrangements if your home is not fit to live in. Certain conditions apply. Discuss this with your QBE Claim Professional.
c) Liability claims
- When your claim involves someone not living in your home who was injured on your property, or an incident where you may be liable or partially liable for damages to someone else's property, your QBE Claim Professional will take your statement of what happened and complete further investigation, if needed, to determine your potential liability.
3. Settling your property damage claim
- After your QBE Claim Professional obtains the final estimate of the damages, they will prepare a summary of the amount you will receive.
- Please refer to your policy for specific limitations and exclusions.
- For smaller losses or personal belongings, you will most likely receive a check payable to the named insured(s) on the policy.
- For payments involving lienholders, on larger payments to repair your home, the check will typically be made payable to you and your mortgage company (or other lienholders). You'll need the cooperation of your mortgage company in order to receive the funds for repairs. Typically, you will need to endorse the check and send it to your mortgage company. You should contact your mortgage company for further information about their process.
- For payments involving QBE referred contractors (CRPs), when a QBE-referred contractor is used, and you authorize QBE to pay the contractor directly, QBE will pay the contractor directly without having to involving the mortgage holder after we receive approval from the mortgage company. Unless you are delinquent on your mortgage payments, most lenders allow QBE to issue an initial down payment to the contractor and issue subsequent payments after portions of the work are completed to your satisfaction.
5. Managing repairs
- Keep in close contact with the contractor you hire to complete your repairs. The repairs must progress reasonably. The period of restoration has been agreed upon so any unnecessary delays caused by the contractor’s availability could affect your additional living expenses. If you have any questions during this time please contact your QBE Claims Professional.
- During the repair process you may find hidden damage that was not within the scope of the initial repair estimate. If this happens, please contact your QBE Claim Professional. It may be necessary to send out an independent appraiser to inspect the damage. We'll adjust the claim settlement for any covered damages found.