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Customer Service: Frequently Asked
Claims Questions
If I
have a claim, how and when can I contact you?
Call our toll-free claim hotline -1-800-243-5860 -from
anywhere in the country, 24 hours a day, seven days a week.
To check the status of your existing claim visit our
Claim Self Service website.
Will
you send a local representative to handle my claim in person?
Claim representatives are on call everywhere throughout
the country to serve you should your claim require a personal
visit. However, to provide you with the quickest and most
convenient service possible, we may settle your claim right
over the phone.
What should
I expect when I call 1-800-243-5860?
Only the best! You will be connected with someone who
will personally guide you every step of the way to the quick
and fair conclusion of the claim process. Someone who will
treat you the way he or she would want to be treated in similar
circumstances.
Does it
take long to settle a claim?
The first step is up to you! The quicker you report a
claim via our 24-hour claim hotline, the quicker we can settle
simple claims over the phone the same day. Our commitment
to you is that we'll settle your claim as quickly as possible.
The exact length of time depends on the type of claim, extent
of damages and other specific circumstances. Special program
features, such as the Customer Repair Service Program, help
move the process along.
What' s
the Customer Repair Service Program?
The Customer Repair Service Program matches you with reputable,
independent auto repair shops in your area selected by The
Hartford. Using the Customer Repair Service Program eliminates
paperwork and ensures quality repairs backed by The Hartford's
guarantee. Of course, use of the Customer Repair Service Program
is optional.
What are
the advantages of the Customer Repair Service Program?
There are advantages to you and to us! The benefit to
you is a claim handled simply and quickly. There's no paperwork,
and you don't have to shop around for estimates.
Once we notify the Customer Repair Service Program shop of
your acceptance, all you need to do is call the shop and schedule
the repairs at your convenience. If the car is not drivable,
the Customer Repair Service Program shop will tow the car
from wherever it was taken after the accident.
We pay the bill directly to the shop. All you pay is your
policy deductible.
The benefits to us include lower cost of handling the claim
(which works to the customer's advantage in the long run)
and happy customers. Because we guarantee the work, we know
the customer will be satisfied and we'll keep that person
as a Hartford policyholder.
Can I have
confidence the Customer Repair Service Program shop will do
quality work?
We guarantee it! These businesses meet our strict guidelines
for superior service and reliability. If you are not fully
satisfied with the work for any reason, we will make sure
the repair is corrected. This guarantee remains as long as
you own the vehicle. The Hartford cannot offer guarantees
for non-accident-related work performed at one of these shops
when not previously authorized by The Hartford.
Must I use
the Customer Repair Service Program shop for the repairs?
No. You may choose your shop and we will work with that
shop to agree on a price to repair your car. The shop will
bill you directly, and we will send you a check for the covered
expenses, minus your deductible.
How can I
locate a Customer Repair Service Program shop in my area?
Click after reading these instructions:
- Type in your street address, city, state and zip code.
At a minimum, you must enter a valid zip code or a city
and state. By including a street address and zip code, you
will most accurately locate the repair providers close to
your requested location.
- Then, click on "Lookup Providers Now" at the
bottom of the screen.
- Shops will be listed in distance order. In other words,
the first provider on the list is the closest to your selected
location.
- Located next to the provider's name will be an interstate
symbol. By click on the interstate symbol, a map and step-by-step
driving directions will appear.
Click here to locate
a Customer Repair Service Program
The Hartford cannot offer guarantees for non-accident-related
work performed at one of these shops when not previously authorized
by The Hartford.
What about
something simple like glass repair?
Simple glass repairs mean quick, convenient service through
our network of glass repair shops. Just as with the Customer
Repair Service Program, participation is voluntary. The same
hassle-free payment procedures apply. Just report your glass
loss to our 1-800 number and we will arrange for the repairs
to take place at your home or workplace.
What if my
brand new car is stolen or totaled in an accident?
You get what you pay for with The Hartford. That means
if your vehicle is stolen or declared a total loss within
the first twelve months of purchase or 15,000 miles, whichever
comes first, we will replace it without depreciation. Note:
Coverage provided where allowed by law. Coverage availability
varies by state.
Is there
any way you can assist me should I need help finding a vehicle
to replace the one totaled in an accident?
Yes we can! With our special vehicle locator service,
we can help locate a dealership in your area that has the
car of your choice.
What if
I need to rent a car while mine is being repaired?
We've got you covered! The Hartford works very closely
with rental car replacement services, to provide you with
the transportation you need at the time you experience a loss
that is covered by your policy. In addition, the rental car
will be delivered to you - where you need it!
How
do I report a claim to The Omni Insurance Group?
In the event you need to report a claim call Omni Insurance
Group at any time, on any day. Our accident reporting number
is available 24 hours a day, 365 days a year at 1-800-727-6664.
The program features or coverage descriptions
above are general and for information purposes only. Actual
claim coverage in the event of a loss would be determined
by your policy's terms and conditions.
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