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Encompass® Auto Claims FAQ



Quick answers to your auto claims questions.

When you have to file an auto claim, there's a good chance you will have a few questions along the way. You can use this guide as a quick reference to many commonly asked auto claims inquiries. Your independent agent and our claims team representatives can always provide additional support at 1-800-588-7400.

How will my damages be assessed or estimated?

Eligible customers, with safely drivable vehicles, can take advantage of our virtual estimating service, Encompass Claim Photo ExpressSM1. Simply use your smartphone to take photos of your damaged vehicle, submit and receive an initial estimate typically within 24 hours. In addition, your claims team member can discuss other options to facilitate an estimate of your covered damages. If you choose to have one of our authorized shops repair your vehicle, you can schedule an inspection for a date that is convenient for you.

If you have questions, please call us at 1-800-588-7400 and press the number 3 for a "previously reported claim."

What happens after I receive my estimate?

Once our auto adjuster written an initial estimate, you should contact your repair shop and schedule the repair. Only you can authorize and schedule these repairs.

What if the repair shop discovers additional damages during the repair process?

Our claim representatives prepare estimates for the visible damages to your vehicle. If your repair shop finds additional damage, a claim representative will re-evaluate your estimate and let you know if additional payment is warranted. To expedite this process, a repair shop can use our Virtual Assist App to communicate with the claim representative via video.

I need transportation while my car is out of service—what do I do?

With your transportation expense coverage, you can choose any rental car company that you wish. If your policy includes transportation expense coverage, we may be able to set up direct billing for your rental depending on which company is used. When you decide to get a rental car, please contact your adjuster. Alternative transportation methods such as ride sharing or train tickets may also be covered.

How much Transportation Expense coverage will I be reimbursed for?

If your policy includes Transportation Expense coverage, it may pay for the use of a rental car or alternate transportation (train, Uber, etc.) up to a daily policy limit, based on the number of days needed to make repairs with a maximum number of days provided in your policy2

I need a rental car while my car is out of service—how do I go about getting one?

With your rental reimbursement coverage, you can choose any rental car company that you wish. If your policy includes rental coverage, we may be able to set up direct billing for your rental depending on which company is used. When you decide to get a rental car, please contact your adjuster.

How much does my rental reimbursement coverage pay for?

Rental reimbursement pays up to a daily policy limit and generally until repairs are completed, up to the maximum number of days provided in your policy. Rental reimbursement is included in your Elite auto policy and is an optional coverage available with Deluxe and Special.1 Please contact your Encompass Independent Agent for details.

The accident wasn't my fault—will I have to pay my deductible?

Regardless of who was at fault, you'll pay a deductible for certain coverages. However, during the claim investigation, if the facts indicate there's a chance to recover the damages from the person responsible for the accident, we'll attempt to recover them, and include your deductible. In legal terms, this process is called subrogation and can take anywhere from several weeks to several months, depending on the circumstances of your accident. If we pursue subrogation without success, you have the option of trying to recover the deductible on your own.

In some instances, we may even be able to refund your deductible quicker such as when the other party has accepted liability and has sufficient limits. To assist with this effort, it is very important that you contact your adjuster to provide us with your description of the accident. We'll send you a letter once the subrogation process has begun.

How does Encompass determine the actual cash value if my vehicle is determined a total loss?

Various factors including vehicle condition, prior damage and local market pricing go into figuring your totaled car's actual cash value. Your claims representative will go over the determination in detail with you.

Why does the check I received from Encompass include the name of my lien holder?

If you have a lien on your vehicle, the lien holder's name is usually named on your policy. In these cases, we are required to include the lien holder's name on your check. You will need to contact the lien holder to find out how you can get their endorsement on your check. If you have chosen the repair shop, your claim check may be made jointly payable to you and the shop.

How is the deductible applied?

Let's say your covered claim is $2,500 and your deductible is $500. You pay the $500 and Encompass pays the remaining $2,000.

Have more questions that you don't see here?

We are here to help you, 24/7. Contact our claims team at 1-800-588-7400 or talk to your independent agent for additional guidance and support through your auto claim.

1 Encompass Claim Photo Express subject to terms, conditions, and claims damage. Not available in MA and RI.

This content is for informational purposes only and may not be applicable to all situations. The coverages, features, and discounts on this website are not available in every state. Coverages, features and discounts subject to terms conditions, and qualifications.  Policy exclusions may apply. Savings vary based on factors such as state and coverages selected. If you are a current customer, review your policy for coverage details. Otherwise, please contact an Encompass Insurance Independent Agent for availability and additional information.
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