BULLETIN
August 18, 2023
An Update on Claim Timelines at Western National – Friday, August 18
At Western National Insurance, we strive to provide excellent customer experience by managing our customers’ expectations for time and delivery. This is especially pertinent now as we work with our customers who are dealing with claims from recent wind and hail events.
We prepare for these types of events through extensive catastrophe planning. When catastrophes occur, we are prepared to respond by bringing in additional resources, both internal and external, and working longer hours to service our customers. However, even with these additional resources, the time it takes to handle an individual claim may be longer than normal due to the volume of work. Since August 11, 2023, we have received approximately 655 property and auto claims.
Time Frame Expectations:
We strive to provide reasonable expectations and meet or exceed them for every customer on every claim. During a catastrophe, large volumes of claims impact our normal service level expectations, and we thank you in advance for your patience. As a rule:
- Contact will be attempted on every new claim within 48 hours (2 business days) of first notice loss.
- When necessary, an independent adjuster will be assigned to complete an inspection of the property. The independent adjuster will schedule the appointment directly with the policyholder at a mutually convenient time.
- Once the inspection takes place, the report and estimate of covered damage will be written and the photos will be compiled and submitted to us for review within 10 business days after the inspection.
- Reports are reviewed in the order they are received by a member of the Western National claims staff.
- Reports are generally reviewed within 10-15 business days of receipt during a storm. The customer will be contacted once the report is reviewed to go over the findings and copies of pertinent paperwork will be mailed or emailed to the customer.
How to Report a Claim
Western National offers 24 hours a day, 7 days a week claims reporting.
Phone: (855) 921-3164
Online Claim Submission: https://www.wnins.com/claims/
Email: newloss@wnins.com
Please note: If your customer is experiencing an urgent matter with immediate need (e.g., water leaking into the home or other damage making the home unlivable or has not heard from an adjuster), please call our Claims Department directly instead of sending an email. This is the quickest way to get assistance. Once a claim is submitted, your customer can expect to hear from our team within 48 hours.
