Quick answers to your catastrophe claims questions.
You can use this guide as a quick reference to many commonly asked catastrophe claims questions. And as always, our independent agents and National Catastrophe Team claims representatives can provide additional support at 1-800-340-3016.
What do I do if my home is uninhabitable?
Your Encompass policy may provide for Additional Living Expense coverage. You may be reimbursed for the increase in cost that is necessary and reasonable to maintain your normal standard of living when your home is uninhabitable due to a covered loss if you have this coverage. The period of time for which you'll be reimbursed is specified by your policy. Please keep your receipts for any additional living expenses for reimbursement consideration.
Should I wait until someone inspects the damage before making temporary repairs?
If temporary repairs are needed to prevent further loss to your property, you do not have to wait for Encompass to inspect your home or settle your loss. Most Encompass property policies have a reimbursement provision for reasonable and necessary temporary repair costs (subject to policy terms and conditions). Please be sure to save your receipts for consideration of reimbursement.
Should I wait for my adjuster to inspect damages before making permanent repairs?
While you don't have to wait for your adjuster to inspect your home or settle your loss before selecting a repair firm, you will need to wait for either an inspection from your adjuster or notification that they have decided to forgo an inspection, if that is the case, before you begin the repairs process.
What if I have damage to my personal property?
If your claim involves personal property and your policy provides coverage for personal property damages resulting from a covered loss, you will want to make a list of all damaged items to give to your catastrophe claims team member. Be sure to include the manufacturers' names, model numbers, purchase dates and purchase prices. Indicate to the best of your ability whether or not items are repairable. Make sure you retain all damaged personal property for possible inspection by a catastrophe claim team member. To help you organize this information, you can request a home inventory form from your catastrophe claim team member.
When will someone inspect my damage?
Once a catastrophe claims team member contacts you, they will determine if an inspection of your damage is needed or if your loss can be settled by phone. If a damage inspection is needed, your claims team member will schedule a convenient time for an appointment.
How long will it take to complete my claim?
The length of time it takes to complete the claim process depends on several factors. Although Encompass brings in additional staff to handle the increased claims volume following a severe weather event or catastrophe, there may be hundreds or even thousands of customers affected. This, in addition to the complexity of your damages, availability of vendors and safe access to damage areas, will contribute to the length of time it takes to settle your claim.
How can I check the status of my claim?
You may check the status of your claim by calling the Encompass National Catastrophe Claim Center at 1-800-340-3016 during regular business hours or contact your catastrophe claim adjuster directly. When calling, please be sure to have your claim number available for reference.
How do I send documents to Encompass?
Encompass National Catastrophe Claim Center
P.O. Box 632119 Irving, TX 75063
Why is there depreciation shown on the estimate?
Depreciation is typically shown on all estimates for items that are not brand new. Depreciation is a decrease of the item's value due to age, wear (condition), if your items are obsolete or market conditions. Your estimate may include depreciation for items and materials that are being replaced. Therefore, once the replacement of your covered loss has been completed, you may be able to recover the depreciation amount that was withheld depending on your policy terms, conditions and exclusions.
What if I don't agree with my Encompass estimate?
Sometimes, despite our best efforts, differences of opinion can occur. If you disagree with our damage estimate, please call your catastrophe claim adjuster or the Encompass National Catastrophe Claim Center at 1-800-340-3016. In many instances, we can resolve the differences over the phone when warranted for covered damages. Our commitment is always to settle claims fairly.
What's a deductible?
The deductible is the portion of a covered loss that you are responsible for under your policy. For example, if your covered claim is $4,500 and your deductible is $500, Encompass pays $4,000.
When and to whom do I need to pay my deductible?
The settlement check you receive from Encompass is based on the amount of your covered loss from the estimate minus your deductible and any applicable depreciation. In most cases, you would pay the amount of your deductible directly to your contractor once repairs are completed.
When can I expect to receive a settlement check from Encompass?
Your catastrophe claims team member will inspect the damage, prepare the estimate and, depending on the extent of damages, submit the repair estimate for approval. Once the estimate is approved, your check and the estimate will be mailed to you separately.
Why does the check I receive from Encompass include the name of my mortgage holder?
If you have a mortgage on your property, the mortgagee is usually named on your policy and included on claims payment checks for damages to your home. You will need to contact your mortgagee to find out how to obtain their endorsement on the check.
Can my catastrophe claims team member recommend a contractor?
Unfortunately, Encompass does not recommend contractors following a catastrophe because contractors are often overwhelmed by the number of properties needing repairs. We recommend you talk to your family and friends to request the names of reliable, local contractors with whom they have worked.
What if my contractor's estimate is different from the Encompass estimate?
If there is a difference between Encompass' and your contractor's estimates, you or your contractor should immediately contact your catastrophe claims adjuster. We will do what we can to resolve the differences and make any necessary adjustments to the original estimate. These estimate adjustments are possible only when they are warranted and only for covered items.
What if additional damages are found during the repair process?
If additional damage is found during the repair process, you or your contractor should immediately call your catastrophe claim adjuster directly or the Encompass National Catastrophe Claim Center at 1-800-340-3016 to determine if the damage needs to be re-inspected or if it can be resolved by phone with your contractor.
Now that I've had this claim, will my premium increase?
There are many factors that go into answering this question, including your policy coverage, prior claim history, your loss type and how long you've had a policy with Encompass. The best source for the answer is your Encompass Independent Agent, who would be happy to discuss your individual circumstances.
Have more questions that you don't see here?
We are here to help you, 24/7. Contact our National Catastrophe Claims Center at 1-800-340-3016 or talk to your independent agent for additional guidance and support through your catastrophe claim.