Claims FAQ’s

Our Claims Process

Auto Claims

1. Report the Claim, please provide all details of your loss/claim.
2. Claims adjuster will contact you to discuss details of the accident, coverages available under your policy and rental if it is required.
3. We will arrange to have the damages on your vehicle appraised.
4. Your Claims adjuster will review the appraisal and contact you about the next steps.

*Not all claims will follow this process

Home Claims

1. Report the claim, please provide all details of your loss/claim.
2. Your Claims adjuster will contact you to discuss details of the incident and coverages available under your policy.
3. Further investigation as required, including, but not limited to Cause of Loss Report, Photos, and Repair Estimates.

*Not all claims will follow this process

Auto Claims FAQ’s

What information is needed to report my Auto claim ?

To report an auto claim you will need:

• Policy number
• Driver and passenger information
• Date and location of the accident
• Name and insurance information of any other parties involved
• Make and Model of the vehicle in the accident
• Brief description of the accident and any damages done to your vehicle
• Police report (If applicable)

What does my insurance policy cover?

For any inquires about coverages under your insurance policy please refer to the My Policy Wordings page on our website or contact your insurance broker or agent. Find Your Broker or Agent.

How much is my deductible?

For any inquiries about your deductible amount on your insurance policy, please contact your insurance agent or broker. Find Your Broker or Agent.

When does my deductible apply?

In certain situations, your policy deductible may not be applicable. Please speak to your claims adjuster for more information.

What happens if my vehicle is not drivable?

If your vehicle requires towing, towing charges will be paid according to the coverages available under your insurance policy. 

When do I get a rental vehicle?

Once your claims adjuster confirms that there is rental coverage, we will work with Enterprise to arrange a replacement vehicle if your car is not drivable following a covered accident or theft. Check your policy for additional details and speak with your claim adjuster once you file your claim.

Where can I get my car fixed?

Heartland has preferred vendor partnerships with both Carstar and Fix Auto. These partners will help to guarantee the proper service is provided to you and for your vehicle. You are always welcome to use an auto shop of your choice, once agreed upon with your claims adjuster.

Home Claims FAQ’s

What information is needed to report my home claim?

• Policy Number
• Date that the loss occurred
• Location of the loss
• Brief description of the incident and any damages incurred
• Police report (If applicable)

Note: Take photos of damages where possible and when it is safe to do so

What does my insurance policy cover?

For any inquires about coverages under your insurance policy please refer to the My Policy Wordings page or contact your insurance broker or agent. Find Your Broker or Agent.

What are ways I can help mitigate damages?

Please take photos of the scene before you assist in mitigating any further damages to your home. Some ways you can help to mitigate damages include removing any fallen objects or branches, removing excessive water (if its not sewer back up), moving contents to higher levels to avoid damages, securing the property from further damages.

Can I clean up damages on my property?

Yes! We ask that you first take pictures of the damages when it is safe to do so. You can then clean up to prevent any further damages when it is safe to do so.

How much is my deductible?

For any inquiries about your deductible amount on your insurance policy, please contact your insurance agent or broker. Find Your Broker or Agent.

Who will repair my damages?

If coverages apply, we will help assign a professional needed to make sure your home/property is repaired to your standards. We have a long list of preferred vendor partners to help guarantee that the repairs done for you meet our – but more importantly – your standards.

What if someone is injured on my property?

If someone is injured on your property, promptly report this to your broker, agent, or Heartland directly as there may be coverages available under the liability portion of your homeowner’s policy.

Windshield Claims FAQ’s

How do I know if I have a windshield claim or an auto claim?

When the damages to your vehicle are only to your windshield due to a rock or an object coming off the road, you should call 1-800-263-7592.

What if I have windshield damage during a motor vehicle accident?

If you have windshield damages during a collision with another vehicle, please follow the process for an auto claim and ignore the windshield claim process.

What if I have more than just windshield damage, do I need two claims?

If other sections of your car are damaged along with the windshield, you must then make only 1 claim for all the damages (Including windshield)  as an auto claim.

Will I have to pay my deductible during a windshield claim?

If your windshield must be replaced, then you will be responsible for paying your deductible amount.