Dealing with an unexpected event, whether it's a fender bender, a leaky roof, or something more serious, can be stressful. The good news is, if you're insured with American Family Insurance, filing a claim doesn't have to add to that stress. They've made the process as straightforward as possible to help you get back on track quickly. This comprehensive guide will walk you through every step of filing a claim with American Family Insurance, ensuring you're prepared and confident.
Ready to make this easy? Let's get started!
Step 1: Secure Your Safety and Document the Scene (The Immediate Aftermath)
The very first thing, always and without exception, is to ensure your safety and the safety of those around you. This is paramount. Once everyone is safe, you can focus on documenting what happened.
For Auto Accidents:
- Check for Injuries: First, assess if anyone is injured. If so, immediately call 911 (or your local emergency number). Your health and the health of others take precedence over everything else.
- Move to Safety (if possible): If your vehicle is drivable and it's safe to do so, move it to the side of the road or a safer location to prevent further accidents. If not, turn on your hazard lights.
- Call the Police: Even for minor accidents, it's generally a good idea to call the police. A police report can be incredibly helpful for your claim, providing an objective account of the incident.
- Gather Information:
- Other Driver's Information: Get their name, contact information, insurance company and policy number, driver's license number, and vehicle license plate number.
- Witness Information: If there are any witnesses, ask for their names and contact information. Their testimony can be crucial.
- Scene Details: Note the date, time, and exact location of the accident.
- Take Photos and Videos:
- Capture the Damage: Take clear photos and videos of the damage to all vehicles involved from various angles. Don't forget to get close-ups of specific damage points.
- Document the Scene: Photograph the surrounding area, including road conditions, traffic signs, skid marks, and anything else relevant to the accident.
- Personal Injuries (if any): If you or a passenger sustained visible injuries, document them with photos.
- Do NOT Admit Fault: It's human nature to apologize, but avoid admitting fault at the scene. Let the insurance companies determine liability.
For Home & Property Damage:
- Ensure Safety: If there's a fire, gas leak, or structural damage, evacuate everyone and call emergency services immediately.
- Prevent Further Damage: Take reasonable steps to prevent additional damage. For example, if your roof is leaking, cover the damaged area with a tarp. If a pipe bursts, shut off the water. Keep receipts for any temporary repairs you make.
- Document the Damage:
- Take Extensive Photos/Videos: Capture the full scope of the damage. Take wide shots to show the overall area and close-ups of specific damaged items or structural issues.
- Inventory Lost Items: Start a detailed list of all damaged or lost items. Include descriptions, approximate age, and estimated value if possible. Don't throw anything away until your adjuster has seen it or instructed you to do so.
- Obtain Reports (if applicable): If the damage is due to theft, vandalism, or fire, file a police or fire department report and get a copy for your records.
Step 2: Initiate Your Claim with American Family Insurance
Once you've ensured safety and gathered initial documentation, it's time to report your claim to American Family Insurance. They offer several convenient ways to do this.
Method 1: Online (My Account) - The Fastest Way
- Log In to My Account: Visit the American Family Insurance website (amfam.com) and log in to your "My Account." If you don't have an account, you can usually register with your policy number.
- Navigate to Claims: Look for a "Claims" or "Report a Claim" section.
- Follow the Prompts: The online system will guide you through the process, asking for key information about the incident, such as:
- Date and time of the event.
- A brief description of what happened.
- Any photos or videos of the damage (you'll be able to upload these).
- Contact information for any other parties involved (for auto claims).
- Police or fire department report numbers (if applicable).
- Submit Your Claim: Review all the information carefully before submitting. You'll likely receive a confirmation and a claim number immediately.
Method 2: Via the MyAmFam App - On-the-Go Convenience
- Download the App: If you haven't already, download the "MyAmFam App" from the Apple App Store or Google Play Store.
- Log In: Use your "My Account" credentials to log in.
- File a Claim: The app has a dedicated "File a Claim" section. This method offers all the functionalities of the online portal, allowing you to:
- Input incident details.
- Upload photos directly from your phone.
- Track your claim's status.
- Communicate with your claims team.
- Submit and Confirm: Similar to the online method, you'll receive a confirmation and claim number.
Method 3: Call Your Agent
- Direct Contact: If you prefer a more personal touch, or if your situation is complex, you can always contact your American Family Insurance agent directly. They are there to help guide you through the process and answer your questions.
- Information Ready: Have your policy number and the details of the incident ready when you call.
Method 4: Call the American Family Insurance Claims Center
- 24/7 Availability: American Family Insurance's claims center is available 24 hours a day, 7 days a week.
- Toll-Free Number: Call 1-800-MYAMFAM (1-800-692-6326).
- Provide Information: A claims representative will assist you in reporting the claim, asking for all the necessary details.
Step 3: What Happens After You File – The Review Process
Once your claim is filed, American Family Insurance will begin their review process. Patience is key here, as the time it takes can vary depending on the complexity of your claim.
Sub-heading: Assignment of a Claims Adjuster
- Your Dedicated Contact: Within approximately 1-2 business days (often sooner for auto claims), a claims adjuster will be assigned to your
case. This individual will be your primary point of contact throughout the process. - Initial Contact: Your adjuster will reach out to you to discuss the details of your claim, verify your coverage, explain your deductible, and outline the next steps. They may also ask for a recorded statement.
Sub-heading: Inspection and Assessment of Damages
- For Auto Claims:
- Vehicle Inspection: Your claims adjuster will arrange for an inspection of your vehicle. This can often be done at a repair shop of your choice. American Family also has a "Dreams Restored Program" which is a network of trusted repair shops that offer guaranteed repairs.
- Estimates: The repair shop will provide an estimate for the damage.
- For Home Claims:
- Property Inspection: For significant home or property damage, the adjuster may schedule an appointment to inspect and photograph the loss themselves, or they may assign a field appraiser with special expertise.
- Inventory Review: For lost contents, your adjuster will explain how to submit an inventory of lost items, often through an online link.
- Additional Documentation: Be prepared to provide any additional documentation requested by your adjuster, such as police reports, fire department reports, or medical bills. Keep copies of everything you submit.
Step 4: Understanding Your Coverage and Settlement
This is where your policy comes into play. Your claims adjuster will explain how your coverage applies to your specific loss.
#### Sub-heading: Deductible Application
- What is a Deductible? Your deductible is the amount you are responsible for paying
out-of-pocket before your insurance coverage kicks in. For example, if you have a $500 deductible and $2,000 in covered damages, American Family will pay $1,500 after you pay the first $500. - Discussion with Adjuster: Your adjuster will confirm your deductible amount and how it will be applied to your claim.
Sub-heading: Repair vs. Replacement and Payment Options
- Auto Claims:
- Repair: If your vehicle is repairable, American Family will work with the repair shop to cover the cost of repairs, minus your deductible.
- Total Loss: If your vehicle is deemed a "total loss" (meaning the cost of repairs exceeds its actual cash value), the adjuster will provide an estimate for the market value of your vehicle.
- Home Claims:
- Actual Cash Value vs. Replacement Cost: Your policy may cover either the actual cash value (ACV), which accounts for depreciation, or the replacement cost value (RCV), which pays for the cost to replace the item with a new one of similar kind and quality. Your adjuster will explain which applies.
- Payment: Payments for repairs or replacement of contents will be issued based on your policy terms. If you have a mortgage, your mortgage company may also be named on checks for structural damage.
- Additional Living Expenses (ALE): If a covered loss makes your home uninhabitable, your policy may cover additional living expenses like temporary housing, meals, and other necessities. Keep all receipts for these expenses.
Step 5: Finalizing Your Claim
Once the damage assessment is complete and the settlement amount is determined, your claims adjuster will contact you to discuss your payment and answer any remaining questions.
- Review the Settlement: Carefully review the settlement offer. If you have any concerns or questions, don't hesitate to discuss them with your adjuster.
- Receive Payment: Payments can be issued via check or electronic funds transfer (EFT).
- Complete Repairs/Replacements: Proceed with repairs or replacements. If you received an ACV payment initially for a home claim, you might receive a second payment for the depreciation amount once you've replaced the items (if your policy includes RCV coverage).
A Few Important Considerations:
- Communication is Key: Maintain open communication with your American Family Insurance claims adjuster. Respond promptly to their requests for information.
- Keep Detailed Records: Keep a meticulous record of all communications (dates, times, names, what was discussed), photos, videos, receipts, and any documents related to your claim. This will be invaluable if any questions or disputes arise.
- Don't Dispose of Damaged Items: For home claims, do not dispose of damaged property until your adjuster has had a chance to inspect it or has given you permission.
- Be Proactive: The sooner you file your claim and provide information, the sooner American Family can process it.
10 Related FAQ Questions
Here are 10 frequently asked questions about filing a claim with American Family Insurance, with quick answers:
How to report a claim to American Family Insurance?
You can report a claim online through My Account, via the MyAmFam app, by calling your American Family Insurance agent, or by calling the American Family Claims Center at 1-800-MYAMFAM (1-800-692-6326).
How to track the status of my American Family Insurance claim?
You can easily track your claim's status through the My Account portal on their website or directly within the MyAmFam mobile app. Your claims adjuster will also provide updates.
How to get roadside assistance through American Family Insurance?
If you have roadside assistance coverage, you can request help by calling 1-800-MYAMFAM (1-800-692-6326) or by using the MyAmFam app, which allows you to send your location.
How to find a repair shop recommended by American Family Insurance?
American Family Insurance has a "Dreams Restored Program" (DRP) network of approved repair shops. Your claims adjuster can help you locate a DRP shop, or you may be able to find one through the MyAmFam app or their website.
How to submit photos and documents for my American Family Insurance claim?
You can upload photos and documents directly when filing your claim online or through the MyAmFam app. Your claims adjuster may also provide specific instructions or a secure link for uploading additional files.
How to understand my deductible for an American Family Insurance claim?
Your deductible is the out-of-pocket amount you pay before your insurance coverage begins. Your claims adjuster will explain your specific deductible amount and how it applies to your claim when they discuss your coverage.
How to get reimbursed for temporary repairs after home damage?
If you made temporary repairs to prevent further damage to your home, keep all receipts. Discuss these expenses with your claims adjuster; they will explain how to submit them for potential reimbursement as part of your claim.
How to file a claim if I'm a guest or don't have an American Family Insurance policy?
If you're involved in an incident with an American Family Insurance policyholder but are not an American Family customer yourself, you can still file a "guest claim" on their website (https://www.google.com/search?q=file-claim.amfam.com) or by calling their claims center.
How to handle a total loss vehicle claim with American Family Insurance?
If your vehicle is determined to be a total loss, your claims adjuster will calculate its actual cash value (ACV) based on market prices for similar vehicles. They will then work with you on the settlement process, minus your deductible.
How to get help with additional living expenses after my home is uninhabitable?
If your home is deemed uninhabitable due to a covered loss, American Family Insurance may cover additional living expenses (ALE) as per your policy. You must save all receipts for temporary housing, food, and other incurred costs, and submit them to your claims adjuster for review.