Claims Questions

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  1. If a friend is driving my vehicle and is at fault in an accident, whose insurance will pay for damages?
  2. Why do some companies use auto repair shops? Are customers required to use those shops?
  3. Why do I have to get several quotes before my car is repaired?
  4. Why is it important to report an accident that is not my fault to my insurance company when the other driver's insurance is paying for repairs to my vehicle?
  5. Why doesn't the Claim department advise me when I'm surcharged?
  6. Why doesn't the Claim representative check with me before paying a claim on my behalf?
  7. If I have an accident, what do I do?
If a friend is driving my vehicle and is at fault in an accident, whose insurance will pay for damages?

If someone who is covered on your policy uses your vehicle (with your permission) and has an accident, your company will pay for damages he/she causes assuming they are not excluded from the policy. Note that coverage for your car (Comprehensive and Collision) may not extend to drivers who are not specifically listed on your policy.

Be sure to refer to the "Persons Insured" section of your policy booklet, or call customer service for clarification. If someone uses your vehicle without your permission (i.e. it is stolen), you are not legally liable for any damages they may cause, and there is no liability coverage afforded by the policy. There is however, coverage for any damage to your auto provided by your comprehensive and/or collision coverage.

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Why do some companies recommend auto repair shops? Are customers required to use those shops?

Companies use auto repair shops to provide their customers with cost-effective, convenient and high-quality service - and guaranteed repair work. Using a recommended auto repair shop means no shopping for estimates and no paperwork. However, you are not required to use these shops, but this may affect the amount paid for repairs.

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Why do I have to get several quotes before my car is repaired?

If you aren't using a company recommended auto repair shop, several quotes may be necessary to determine fair compensation for your claim. Most companies would have a claim expert determine if an inspection or the submission of a claim estimate is necessary.

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Why is it important to report an accident that is not my fault to my insurance company when the other driver's insurance is paying for repairs to my vehicle?

Most insurance policies require that you notify the company when you've been involved in an accident, whether or not you were at fault. Immediately reporting a claim allows the insurance company to fulfill its responsibility to the policyholder by conducting a proper investigation and protecting the policyholder's interests should there be a need for legal representation.

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Why doesn't the Claim department advise me when I'm surcharged?

A claim department's primary responsibility is to ensure that your claim is settled in a fair and timely manner. They are experts in the area of claims, not in the rating of policies.

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Why doesn't the Claim representative check with me before paying a claim on my behalf?

Insurance companies have experts who investigate the claim, verify the scope and extent of damages, evaluate the situation based on the facts and pay the most appropriate amount based on their findings. It is the insurance company's responsibility, as stated in the insurance contract, to act in the policyholder's best interests. There is no need to inconvenience the customer by bringing them into the claim process.

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If I have an accident, what do I do?

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