Claims FAQ

Visit our Report a Loss page

Our primary goal is to get our customers ‘Back in Business’ after a qualified loss occurs. After a claim is reported to BSIG, a claim number is provided for your reference. A claims professional will be assigned to your claim and should make attempted contact within one business day of the notice of loss. Your claim professional can discuss any applicable coverage and how to proceed with the processing of your claim.

Visit our Agent Portal and click on ‘Agency Dashboard’, then follow the prompts to enter the claim number or named insured.

When a claim is processed by a claim professional, it is sent out either the same day or the next business day. Check delivery time will vary based on US mail service from our check printing facility in Des Moines, IA.

Claim professionals can set up EFT/ACH for qualifying claims payments with written consent of the payee. Please speak to your claims professional for more details on this process.

Every claim is different, and a claim may not be your fault. Please speak to your agent about how claims can affect insurance premium rates.

First, make sure you and all parties involved in the accident are safe.  You can also take the following steps: Do not admit fault.  Contact the police.  Only if it is safe, secure pictures of the scene up close and a few steps back.  When possible, move your vehicle to a safe location.  Gather contact information from all parties involved, witnesses and the police.

You can also capture data and report the loss directly from the scene of the accident.  Text your policy number (located on your insurance card) to 888-603-1711.  Follow the link returned to use our mobile app, designed to allow you to report a claim in under 5 minutes.  You can also use the link to contact Berkley Southeast Insurance Group directly and immediately in the event of a catastrophic accident.

Your Claims Representative will contact you, and any other parties involved, to collect all the information we need to resolve your claim. In some instances, we may ask for your recorded statement to capture the details of the incident.

The amount of time it takes to resolve your claim varies, although it is always our goal to get you Back- In- Business as quickly as possible.

Your adjuster will contact you to explain how we determine the value of your vehicle. Once we determine the value, we will provide you with a copy of our evaluation to ensure accuracy.

Have your vehicle moved to a storage free facility or repair shop of your choice and notify us of their information. Do not authorize repairs until we've had a chance to review the damage to your vehicle and determine coverage and estimated repair costs.

In a partnership program between Berkley Southeast Insurance Group and a selected vendor, we are proud to utilize technology to offer several options to have your estimate completed.  You can select your own body shop, have one recommended to you, or even take photographs of the damage at your convenience and have the estimate written for you.  Our vendor partner will walk you through all of the options available to find the one that is right for you.

Please note that the choice of repair shops is always yours, and you are under no obligation to use a recommended repair service. Berkley Southeast Insurance Group has no financial interest in body shops.

The shop will schedule your repairs and or any necessary parts. Please confirm that the shop has received the parts before dropping off your vehicle for repairs.  Always remember that the choice of repair shops is yours.

Berkley Southeast Insurance Group will issue a check for the repair costs minus any applicable deductible. If you have a lienholder on your vehicle, we will issue the payment to you and your lienholder.

We recommend that you thoroughly inspect your vehicle when you pick it up to make sure you’re satisfied with the repairs. If you have any concerns about the repairs, tell the repair shop before leaving with your vehicle.

If the repair shop finds additional or hidden damage, they should contact our appraisal vendor partner. Their contact information is at the top of the first page of the estimate of repair.  Any additional approved payments will be issued directly to the shop.

A ‘total loss’ means the damage to your vehicle is more than your vehicle is worth. If your vehicle is a total loss, your adjuster will contact you with a copy of our evaluation to ensure accuracy.  Our salvage team will walk you through the steps to complete any required paperwork.  If you have a lienholder, payment will be sent directly to them.  Any remaining funds after the loan is satisfied will be sent to you.

There are several factors that determine if your vehicle is a total loss, including:

• Severity of damage
• Vehicle age
• Vehicle condition
• Market value of the vehicle before the accident
• Salvage value of the damaged vehicle

Some states have laws dictating how total losses must be calculated.

If you have elected rental coverage, your policy has a daily and maximum limit. It's your responsibility to pay any costs that exceed these limits. You're also responsible for paying for the following:

• Any expenses that are incurred after your repairs are complete
• Fueling charges
• Loss damage waivers (additional rental vehicle insurance)
• Insurance or fees charged for underage drivers (typically, drivers younger than 25)
• The rental company may require a deposit by credit card or cash. Please contact the rental company directly to discuss these options.

Your rental will end following a reasonable time period after we've notified you of the value of your vehicle, or when your overall rental limit is exhausted, whichever comes first. As a result, our payment will also be limited to the period of time reasonably required to repair or replace the vehicle. This same information also applies if your vehicle was stolen and not recovered.

The amount of time we will pay for a rental vehicle is based on how long the repair will take. This time period is listed under "days to repair" on the estimate you receive.

Follow these steps if they are applicable to your situation:

• If your vehicle is safe to drive, don't leave it for repairs until the parts have been delivered to the shop.
• If your vehicle is not drivable or is not safe to drive, make sure it is taken to a repair shop that can start the repairs immediately. Of course, you can use any shop you choose.
• Schedule repairs early in the week to avoid delays.
• Make sure your estimate is written and approved by Berkley Southeast Insurance Group.

Check with the repair shop frequently to make sure the repairs related to your claim will be completed promptly. If additional time is needed, please notify your Claims Representative to review your rental needs.

They're both optional coverages on your policy and pay to repair or pay the value of your car if it's totaled. Collision covers accidents other than with animals, such as with another car, a pole, a tree, a mailbox or a wall.  Comprehensive covers events normally considered to be beyond your control.  Examples include animal collisions, fire, theft, vandalism and weather related events (acts of nature).

• If necessary, protect your property from further damage by making reasonable temporary repairs. Keep a copy of any invoices that are incurred.
• Have the claim reported to us.
• If this is a theft or vandalism, contact the police.

• Cover any openings which may allow water to enter. Be sure to keep any receipts.
• Take inventory and retain any property that may have been destroyed or damaged.
• Take pictures of any damage, if possible.

• If the leak is from a burst water pipe or appliance, shut off the main water valve to minimize damages.
• If you can’t locate the leak, contact a plumber. Be sure to retain the failed component.
• If it is safe to do so, clean up any excess water.
• Protect your property.
• Take inventory and photograph any damaged property.

• Cover any openings which may allow water to enter. Be sure to keep any receipts.
• Take inventory and retain any property that may have been destroyed or damaged.

• Berkley Southeast will issue a check for the repair costs minus any depreciation and any applicable deductible.
• If you have a lienholder on your building, they will be included on the check.

• MMI is Maximum Medical Improvement and this is given when the treating provider believes that the injured party has reached a treatment plateau in the healing process.

• An impairment rating or IR is given by the doctor and it is a number that the provider believes accurately describes the degree of permanent damage to your body as a result of your injury. The IR rating generally will happen after the individual has reached MMI. Not every injury will result in an impairment rating.

• Payment of wages is generally contingent on whether or not the claim has been accepted as work-related and, if it has been accepted, each state requires a waiting period as outlined below.
  • Alabama — Waiting period of 3 days and the first 3 days are received back only if you are out of work exceeding 21 days. Wages are paid at a rate of 66 2/3 of the employee’s average weekly wage. (insert link to the state website for WC, or to the BSIG page directing them to this)
  • Georgia — Waiting period of 7 days and the first 7 days are received back only if you are out of work exceeding 21 days. Wages are paid at a rate of 66 2/3 of the employee’s average weekly wage. (insert link to the state website for WC, or to the BSIG page directing them to this)
  • Florida — Waiting period of 7 days and the first 7 days are received back only if you are out of work exceeding 21 days. Wages are paid at a rate of 66 2/3 of the employee’s average weekly wage. (insert link to the state website for WC, or to the BSIG page directing them to this)
  • Mississippi — Waiting period of 5 days and the first 5 days are received back only if you are out of work exceeding 14 days (the days do not have to be continuous). Wages are paid at 66 2/3 of the employee’s average weekly wage. (insert link to the state website for WC, or to the BSIG page directing them to this)
  • North Carolina — Waiting period of 7 days and the first 7 days are received back only if you are out of work exceeding 21 days. Wages are paid at a rate of 66 2/3 of the employee’s average weekly wage. (insert link to the state website for WC, or to the BSIG page directing them to this)
  • South Carolina — Waiting period of 7 days and the first 7 days are received back only if you are out of work exceeding 14 days. Wages are paid at a rate of 66 2/3 of the employee’s average weekly wage. (insert link to the state website for WC, or to the BSIG page directing them to this)
  • Tennessee — Waiting period of 7 days and the first 7 days are received back only if you are out of work exceeding 14 days. Wages are paid at a rate of 66 2/3 of the employee’s average weekly wage.