Claims
What to do after a loss — and how we’ll help you recover.
How to file a claim
Start with your local agent — they’ll help determine whether your loss is covered and can complete an ACORD Loss Notice for you. You can also file online or call our office directly at 336.625.6323. Please note that once a claim is filed and an adjuster has contacted you, it counts as a claim on your policy even if the loss turns out not to be covered.
What you must do in case of a loss
- Give us or our agent prompt notice.
- Give notice to the police when the act that caused the loss was a crime.
- Cooperate with us during the settlement of the claim.
- Take reasonable steps to protect covered property from further loss — we pay any expense incurred to do so. In case of roof damage, tarp the roof to prevent further damage inside.
- Close any openings created by the loss to prevent uninvited entry.
- Shut off water when necessitated by the loss.
- Give a company representative the opportunity to see the damage.
- Make damaged electronics or appliances (e.g. lightning damage) available for inspection — don’t discard items until agreed with the company.
- Provide an inventory of damaged personal property with description, age, cost new, and any receipts you have.
Claims FAQs
Will my claim be covered?
It depends on several factors: the coverage you purchased, what caused the loss or damage, and what property was lost or damaged. If you’re wondering whether a particular loss would be covered, contact your agent or our claims manager.
We have wind or hail damage — what happens now?
Before the adjuster arrives: protect and clean up your property (plywood, tarps), and keep receipts for materials and services. Photograph the damage if you can, and compile a list of damaged personal property — as complete and accurate as possible. This can greatly speed up your claim.
Should I start repairs before you inspect the damage?
It’s best to wait until our first on-site inspection, or until your adjuster instructs you to proceed. Do take precautions to secure your property from further damage — covering broken windows or holes in the roof or walls is your duty under the policy.
Can I choose who does the repairs?
Yes — you choose your contractor or vendor. Choose carefully: a local contractor who’s been in the area several years, is insured and bonded, and offers a written guarantee is usually best. By managing the work yourself, you ensure repairs meet your standards.
Do I need to file a police report for theft?
Yes. Reporting losses to the appropriate authorities is required by your policy.
My home isn’t safe to live in — what do I do?
Your safety comes first. If you purchased Additional Living Expenses coverage and a covered loss makes your home uninhabitable, your policy covers a reasonable increase in living expenses to maintain your normal standard of living. Some restrictions apply — consult your adjuster.
My tree fell on my neighbor’s house — whose insurance pays?
The owner of the damaged property should file a claim with their own insurance company.
Do I need to hire a public adjuster?
After a major loss you may be contacted by public adjusters, who charge you a fee based on the total claim value — a fee that is not a covered expense. We’re confident the adjuster we assign will investigate, evaluate, and settle your claim fairly and efficiently.
I have replacement cost coverage — why does the estimate show depreciation?
We make an initial payment based on the property’s current (depreciated) value, then pay the additional amount up to full repair or replacement cost once work is complete and receipts or a contractor’s completion notice are provided within 180 days of the loss.
Why is my check payable to me and my mortgage company?
When you have a mortgage, settlement checks are typically payable to both you and your mortgagee, as your mortgage company requires. Contact them to arrange their endorsement.
When and to whom do I pay my deductible?
Your deductible is subtracted from the amount of your loss before we deliver your settlement payment — there’s nothing separate to pay.
Is flood damage covered?
Carolina Farmers Mutual policies do not cover flood damage. If you purchased flood insurance through the National Flood Insurance Program, damages may be covered by that policy.