Call Us at 1-800-588-7400 to Report a Home, Auto or Catastrophe Claim
Making Claim Service Easier
At Encompass, We Pride Ourselves on Superior Claim Service
We think you’ll appreciate the Encompass approach to handling claims. We pride ourselves on being at our best when you need us most.
Encompass Insurance claim service includes responsive, customer—centric claims service at every turn. So if you ever need to file a claim, just call our TimeSaver Claim Service at 1-800-588-7400 anytime 24/7/365.
- If possible, please have your policy number handy. If you’re calling with a catastrophe claim, please give us any temporary phone numbers—cell numbers or numbers where you’re staying you may be using.
- The TimeSaver representative will take your information, discuss any immediate claim needs that you may have and provide you with a claim number.
- A claim team member will follow-up with you. If you call during office hours, our goal is to get back to you within two hours—and always before the end of the next business day.
- Please note that responses from the National Catastrophe Claim Center may take up to 24 hours or longer depending on the size of the event.
- The TimeSaver Representative will also notify your agent that you have filed a claim.
Find Your Claim Service Office
To find the nearest Claim Service Location, please tell us where the loss occurred.
Check on an Existing Claim
Call 1-877-CLM-CHEK (1-877-256-2435) anytime for accurate, up-to-date information about your claim payment status.
Auto Claims
Our focus is getting you back on the road fast with a seamless Encompass auto claims experience. You pick the repair shop—or we’re happy to recommend qualified facilities nationwide.
What Is Subrogation?
Subrogation refers to the process an insurance company uses to seek reimbursement from the responsible party for a claim it has already paid.
Subrogation matters to you if:
- You have a covered loss, and
- You submit a claim to your insurance company, but
- Another party is actually responsible for all or part of the damages (i.e. you have a car accident and the other driver caused the accident, or if damage to your home was caused by a faulty appliance)
In this case, your insurance company may pay your claim, and then seek reimbursement from the other party. This would depend on the circumstances surrounding the loss, the laws in your state, and your policy provisions.
If your company decides to pursue subrogation, the company will work to recover the damages from the responsible party. Damages may involve costs paid by you and the insurance company. Costs paid by you usually means your deductible, but could include amounts over your policy limits not paid by your insurance company. This would depend on the laws in your state and the specific circumstances surrounding the loss.
The subrogation process may also be used if you are at fault for damages. In this case, the other party and/or their insurance company would make a claim against you, usually directly to your insurance company. Your company will review the facts of investigation to determine if you are liable for the damages. Your company may make payment to the other company if you have coverage and it is determined that you would be legally responsible for all or part of the damages. Keep in mind that often times liability is not clear-cut. In some cases, both parties may be partially responsible. Dependent on the laws in your state, both parties may share responsibility for payment of damages. For example, one party may be 40% responsible, and the other party may be 60% responsible. This could mean that both companies make subrogation claims against each other, and each company pays their respective portion of the other party’s claim.
In all cases, your participation and cooperation with us in the investigation phase of the claim process is important. Your assistance can help to establish important facts, and preserve evidence, and may help to accelerate the recovery process.
How Encompass Can Help
- We work hard to pursue valid subrogation claims and do it quickly. We know that it is important to you to collect the money you are owed on a timely basis. It’s important to us, too.
- We pursue collection from the responsible parties to keep costs down and assist you in recovering your damages.
- We keep you informed throughout the process. We will advise you when a claim is subrogated, and keep you and your agent informed of significant developments.
- We process reimbursements as quickly as possible.
Reimbursement When Money is Recovered
If money is recovered, and part of the recovered amount was paid by you, (you paid your deductible, for example, but it was the other party’s fault) a reimbursement check will be issued. The reimbursement check is usually issued when money is received. Please note that practices vary based on the specific laws for your state.
The amount to be reimbursed is based on the amount claimed and the amount recovered. The amount claimed through subrogation depends on the amount each party was at fault. The amount recovered usually is divided proportionally between the insurance company and the insured, after expenses. This could vary based on the laws in your state.
How Reimbursement Amounts are Calculated
Dependent on the laws in your state, you may be fully reimbursed for your deductible if:
- The other party was 100% at fault
- The other party paid the damages claimed in full
- There were no collection expenses (i.e. collection agency) to recover the money.
Often times though, it is not that simple. Based on the different factors that come into play, the calculation of the reimbursement amount can become quite complicated. The reimbursement of your deductible depends on several factors, including the amount recovered, the amount claimed (based on the amount the various parties were at fault), and state laws.
Generally, you would receive reimbursement of your deductible equal to your proportion of the total amount claimed to the total amount recovered, net of expenses. However, precisely how the reimbursement amount is determined varies by state.
These examples outline general rules that apply in many states—please discuss the specifics of your case with your subrogation claim representative.
Example 1: Other party is 100% liable, but only paid part of the amount
The total amount of damages paid is $10,000. The other party was 100% responsible for the damages. Subrogation claim is for $10,000.
- You paid $1,000 and your insurance company paid $9,000.
- Your proportion is 1/10 or 10% of the total amount claimed—$1,000.
- The amount actually collected is $5,000. There were no collection expenses.
- You are reimbursed for $500, or 10% of the amount collected.
- Your insurance company is reimbursed for $4,500.
Example 2: Other party is partially liable; only paid part of the amount
The total amount of damages paid is $1000. The other party was 60% responsible for the damages. Subrogation claim is for $6,000.
- You paid $1,000 and your insurance company paid $9,000.
- Your proportion is 1/10 or 10% of the total amount claimed—$600.
- The amount actually collected is $3,000. There were no collection expenses.
- You are reimbursed for $300, or 10% of the amount collected.
- Your insurance company is reimbursed for $2,700.
Questions? Your Claims Representative Can Help.
Subrogation TimeSaver Claim Services
Beyond the Claim: We’re Also There for Your Immediate Needs
After an emergency, filing a claim probably isn’t your highest priority. But our TimeSaver claim service—available 24/7/365 at 1-800-588-7400—may be the fastest, easiest way to get your car back on the road or a tarp in place to protect your damaged roof.
Auto Services
Roadside Assistance
If your policy includes towing service, just sign the invoice and we’ll automatically pay up to your policy limit. When you call to report your claim, we can quickly send a tow truck or locksmith to your location.
Body Shop Referrals
You can use your own preferred body shop for repairs as Encompass always honors your choice of shop; however, we’re also happy to recommend a quality repair shop or dealership in your area. We are confident enough in the shops and dealerships in our recommendation network to offer a lifetime workmanship guarantee for as long as you own the vehicle.1
Rental Car Referrals
We’ll help you line up a rental car right away. When we can verify that your policy includes rental reimbursement coverage, we can usually arrange direct billing to us.
Auto Glass Referral and Repair
Report your claim and schedule an auto glass replacement appointment in one phone call to TimeSaver claims service, with mobile service available in most areas.
Property Services 1
Emergency Water Mitigation
After severe water damage to your home, we can promptly arrange for emergency water mitigation services.
Claim Escalation
By reporting your claim to a highly qualified claim representative, we can assist with necessary emergency services, including window/door board-up and delivering additional living expenses.
Guaranteed Repairs
You’re free to use your preferred contractor, but when you use one of our recommended home repair professionals, the workmanship is guaranteed for three years from the date of completion—and the materials are also guaranteed for a year.
If you have questions, please let your claims representative know.
The Encompass National Catastrophe Claim Center
Call Us at 1-800-588-7400 to Report a Catastrophe Claim
Please report your claim as soon as possible to expedite the repair process.
- When you call us, we’ll ask you for any temporary phone numbers you may be using – cell phones, hotel/motel numbers, relatives’ numbers, etc.
- Keep receipts, photographs, manuals, videos or other documentation of damaged property. Your adjuster may ask you for these items
- A Catastrophe Claim Center team member will typically contact you within 24 hours; however, due to increased claim volume resulting from a catastrophic event and damage to local infrastructure, this time may increase.
- We will discuss your claim with you to determine if an inspection of your damage is needed or if your loss can be settled by phone. If a damage inspection is needed, we will schedule a convenient time for an appointment.
- Since staying in contact is important, we’ll also make sure you have contact information for the team member working with you.
Important information for policyholders of Encompass Insurance, who have been affected by Hurricane Sandy – Encashment Process
Encompass customers can cash their claim checks for additional living expenses (ALE) at any financial institution with which they currently bank. Additionally, to accommodate customers Encompass has agreements with JP Morgan Chase Bank, N.A., Capital One, Wells Fargo Bank, and Bank of America as noted below:
- JPMorgan Chase Bank, N.A. (New York Counties: New York, Bronx, Kings, Queens, Richmond, Rockland, Nassau, Westchester, Suffolk) and (New Jersey Counties: All)
- Capital One (New York Counties: New York, Bronx, Kings, Queens, Richmond, Rockland, Nassau, Westchester, Suffolk) and (New Jersey Counties: All) and (Pennsylvania Counties: Eastern Counties only)
- Wells Fargo Bank (New Jersey, New York, Pennsylvania: All)
- Bank of America (New York Counties: New York, Bronx, Kings, Queens, Richmond, Rockland, Nassau, Westchester, Suffolk) and (New Jersey Counties: All) and (Pennsylvania Counties: Eastern Counties only)
These banks will allow Encompass customers to cash their claim ALE checks during the next 90 days without incurring a penalty as long as the check does not exceed $5,000 AND is presented within 60 days of issuanceAND they have sufficient and valid identification.
Quick Response to Claims After Widespread Damage
The Encompass National Catastrophe Team is equipped to respond quickly to severe weather events that result in widespread damages. We have a designated team that handles catastrophe claims countrywide, wherever they occur, and can handle your claim from start to finish, ensuring continuity and high-quality service. The team remains available to assist you with your questions and concerns.
Contact Information for the National Catastrophe Claim Center
Mailing Address (please include your policy number on each page of your correspondence)
Encompass Insurance National Catastrophe Claim Center
P.O. Box 632119
Irving, TX 75063
Primary Toll-Free Number
1-800-588-7400
Available 24 hours a day.
Additional Toll-Free Number
1-800-340-3016
(Monday through Friday from 7:30 a.m. to 6:00 p.m. Central Time. During periods of significant claim volume, we will have extended hours.)
Fax Number
1-888-262-0912
Smart Steps to Take Now Before Catastrophes Strike
It’s not possible to prepare for every possible emergency, but taking just a couple small “just in case” steps now could make a big difference in the event of a catastrophe.
- Put important documents in a small-enough-to-carry fireproof box or safe.
- Inventory your home possessions and keep a copy in a safe place – or, better yet, email yourself and your agent a copy.
Our Understanding the Claim Process (PDF) has helpful information to use both before and after a claim and is also available in a Spanish Version (PDF).
And our Understanding the Adjuster Summary (PDF) is an easy-to-follow walk-through of a typical repair estimate of property damages.
Property Claims FAQ
After my home is damaged, should I proceed with temporary repairs?
Your policy spells out exactly what you need to do after a loss. In general, you must protect your property from further damage.
If repairs to the property are required, you must:
- Make reasonable and necessary repairs to protect the property
- Keep an accurate record of repair expenses, including receipts
Will I be repaid for temporary repairs?
If a covered loss damages your residence, your policy covers the reasonable cost for temporary repairs made to protect covered property from further damage. While it’s your responsibility to protect property from further damage, those costs are reimbursed only if covered property is damaged by a covered peril.
Auto Claims FAQ
When will I hear from a field adjuster? When will my car be inspected?
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 a field adjuster has been assigned to inspect your car’s damage, they will contact you within one business day. If a field adjuster is not assigned, please call us at 1-800-588-7400 and press 2 for a “previously reported claim.”
If you and your claim representative have determined that your vehicle can be inspected at one of our drive-in facilities, the appointment should already be set up. If your claim representative determines that you will send an estimate to us, please fax that estimate to your adjuster as soon as possible.
What happens after the Encompass field adjuster has seen my car?
Once our field adjuster has inspected your car and written an initial estimate, you should contact your repair shop and schedule the repair. Only you can authorize and schedule these repairs.
What happens if my repair shop’s estimate is higher than the amount written by the field adjuster? Or if they find additional damages during the repair process?
Your field adjuster will write a visible damage estimate. If the vehicle is inspected at a shop you selected, the field adjuster will work to obtain an agreed repair price with your shop.
If your shop finds damages not included in the original estimate, they should contact our supplement hotline immediately—the toll-free number will be on the estimate. We’ll contact your repair shop to establish the quickest way to address the newly discovered damage.
This is a normal part of the repair process, particularly if your car has significant damage.
I need a rental car while my car is out of service. How do I go about getting one?
Rental Reimbursement coverage lets you choose any rental company that you wish. Encompass has an agreement with a nation-wide rental car vendor to provide a rental car at a preferred rate. If your policy includes rental coverage, we can even set up direct billing for your rental. When you decide to get a rental car, please contact your adjuster.
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 an optional coverage available under your auto policy, but is automatically included with some coverage levels. Please contact your independent Encompass 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, including your deductible. This process—subrogation, in legal terms—can take anywhere from several weeks to several months, depending on the circumstances of your accident. If we aren’t successful, 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 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.