21st Century Homeowners Insurance
Program Claims Philosophy
We have a claim philosophy which sets us apart from the rest
of the insurance industry. Our Claims Department has a firm commitment
to leading the industry by providing only the highest quality
service to all of our customers. This means service that's fair,
prompt, honest and efficient.
Our continuing dedication to improving every aspect of our claims
operation is guided by the belief that customer satisfaction is
the ultimate measure of our performance. This belief compels us
to constantly test how we measure up to the exacting standards
and expectations of our customers.
We know that the way we handle a claim will have the greatest
impact on customer satisfaction level. If you are ever in the
unfortunate situation of having to report a claim, we know you'll
find our service informative, timely, fair, accurate, and extremely
In the event that you have a claim to report, there are two ways
that you can provide us with the First Notice of Loss. You simply
complete and submit our on-line claim
form. Once you have reported a claim we will send you additional
information which will provide you assistance throughout the claim
process. The second option is to call us at 1-877-834-7532 and
follow the menu prompts to our Customer Service Call Center. An
associate will then take the information by phone and immediately
assign your claim to a claims associate.
Some claims may require immediate emergency repairs. We will be
there to assist you in initiating repairs which are required to
make your home livable or to mitigate further damages. As a homeowner
it is your duty to protect your property before, during and after
a loss. If you are unsure as to what steps should be taken to
protect your property, call our experienced staff for advice.
save any receipts for charges you may incur for protecting your
property. These charges may be covered. Above all else, do not
take action to protect property that may endanger your well being.
Leave this to the professionals.
We want you and your family to be safe and secure. In case
of a major loss, where your home has suffered significant damage
and has been determined to be unlivable, we will assist you in
finding temporary living. We can help you locate a place for your
family and make the necessary payment arrangements.
Contact and Communication
Communication is key to any successful relationship. It is our
goal to have a claims associate contact you as soon as possible
- usually within 24 hours of reporting your loss. At that time,
the associate will provide you with all the necessary contact
information so you will be able to converse with them throughout
the process. Communication is one of the areas in which we maximize
the utilization of technology for your benefit. An interactive
website, e-mail, and an efficient telephone system are all available
to you throughout the claims process, and will enhance the flow
of communication between you and your claims associate.
Claim Information Package
After reporting a loss, you will be contacted by a claims associate.
Our claims associate will provide you with the tools needed to
complete an inventory of your loss. Based on your situation the
claims associate may send you a packet of information that helps
you understand the claims process better, while providing us with
the information needed to process your claim efficiently and effectively.
We will do our best to customize our claims handling process to
accommodate your specific needs.