Claims FAQs

To report a claim, contact us toll free, 24 hours a day at 1-877-506-4222..

Frequently Asked Questions

Frequently Asked Catastrophic Claims Questions

TopWhat do I do if I'm in an accident?

No matter how skilled a driver you may be, an accident can happen to you. If you are involved in an accident, remain calm and follow the tips provided below:

• Stop your vehicle and move it to a safe place near the location of the accident. The law requires that you stop at the accident scene; failure to do so could result in a traffic ticket or a warrant for your arrest.
• If you cannot drive your vehicle, call a towing company to move it. Get the name, address, and phone number of the towing company. You own the vehicle and are responsible for where it is repaired. You can decline service from unsolicited tow operators who arrive at the scene, or you can request that your vehicle is towed to the location of your choice.
• Check all involved parties for injuries. If necessary, call 911 for medical assistance.
• Exchange contact information (names, addresses, and phone numbers) with all parties involved in the accident.
• Get the license plate number, insurance carrier, and insurance policy number for all vehicles involved.
• Identify any witnesses to the accident and obtain their contact information.
• Contact the police and they will advise you if their presence at the scene is necessary. It is especially important to contact the police if the accident involves a hit and run, if there are injuries to people, or if it is apparent that liability will be disputed. If police are present at the scene of the accident, get the officers’ names, phone numbers, and the police report number.
• Do not admit fault. Give details of the accident and cooperate with the police in providing answers to their questions.
• As soon as possible, contact Unitrin Direct to report the accident. You can report your claim by calling 1-877-506-4222.

TopHow does Unitrin Direct handle my claim?

• Report your claim as soon as possible at 1-877-506-4222, 24 hours a day. A claims adjuster will be assigned to your claim. The adjuster will provide customer service, investigate accident facts, and coordinate with specialists (like medical representatives and auto damage appraisers).
• You may have many needs in the course of resolving your claim. Your claims adjuster is your main contact with the company. The adjuster will provide rental vehicle service, coordinate the appraisal of your auto damage, expedite the handling of total losses, investigate coverage and liability, and help recover your deductible.
• If you or anyone in your vehicle is injured, seek medical attention. If you need medical attention before reporting the claim, simply provide your policy number to the medical professionals and report the claim when it is reasonable to do so.
• Unitrin Direct has 4 regional service centers supported by field representatives to serve you in your hometown.

For medical claims only If you live in... Your claims office is... CA, FL, OR, SC, TX Unitrin Direct 1410 N. Westshore Blvd. Suite 400 Tampa, FL 33607 Fax: (813) 639-1842 Any other state Unitrin Direct Attn: Claims 502 West Germantown Pike Suite 900 Plymouth Meeting, PA 19462 Fax: (610) 276-3301

For all other claims If you live in... Your claims office is... CT, IN, MD, MI, NJ, NY, OH, PA Unitrin Direct Attn: Claims 502 West Germantown Pike Suite 900 Plymouth Meeting, PA 19462 Fax: (610) 276-3301 FL, SC, VA Unitrin Direct 1410 N. Westshore Blvd. Suite 400 Tampa, FL 33607 Fax: (813) 639-1842 AZ, CA, OR, NV, WA Unitrin Direct Attn: Claims 2790 Business Park Drive Vista, CA 92081 Fax: (760) 597-4693 CO, IL, MO, TX, WI Unitrin Direct 9901 Interstate 10 West Suite 300 San Antonio, TX 78230 Fax: (210) 253-2855

TopPersonal Injury Protection (PIP) claims are handled differently in New Jersey:

In accordance with the Personal Injury Protection Benefits, Medical Protocols, and Diagnostic Test rules, Unitrin Direct is required to provide information to our customers in New Jersey regarding our Decision Point Review and PIP Pre-certification Plan. We have selected BMEGateway Medical Services to administer the plan.

This document will provide all necessary informational materials:
Decision point review and pre-certification plan

In addition, effective October 27, 2004, the Attending Provider Treatment Plan form* shall be used by all providers to submit Decision Point Review and Pre-certification requests.

*The Attending Provider Treatment Plan form is on a web site created and maintained by the State of New Jersey. This web site will have legal notices, privacy policies, or other requirements that differ from those of Unitrin Direct, so you may want to review them. We're providing this link for your convenience. Unitrin Direct does not control or guarantee the accuracy, relevance, timeliness, or completeness of that web site.

TopWhat should I do if I suspect my vehicle is a "total loss"?

What is a total loss?

1. Damage to the vehicle is so severe that it cannot be repaired safely.
2. Repairing the vehicle is not economically viable. Meaning that the cost of repairs, plus the value of the salvage, exceed the total value of the pre-accident vehicle.
3. State regulations require us to declare a total loss based on damage thresholds.

What happens if my vehicle is a total loss?

1. Unitrin Direct pays the actual cash value of the vehicle (plus applicable state fees and taxes) less any deductible that applies. You must have comprehensive or collision coverage on the vehicle involved for this provision to apply.
2. Actual cash value is determined using an electronic database that examines the sale prices of similar vehicles in your local area. Unitrin Direct considers the pre-accident condition of the vehicle, including mileage, options, and non-related damage.
3. In most cases, when you are paid, the vehicle is then titled in the name of Unitrin Direct and sold as salvage. In instances where you want to keep the salvage, you will need to consult with your claim representative. State mandated guidelines need to be followed in determining if your wish can be met. When it is possible to retain ownership of the salvage, you will be paid the actual cash value, less the salvage value and deductible.
4. Who does Unitrin Direct pay?
   • If you own the vehicle, we will pay you directly.
   • If the vehicle is leased, we will pay the leasing company directly.
   • If the vehicle is financed, we are obligated to pay the finance company first. If the settlement amount exceeds the amount you owe the finance company, we will pay the balance to you. If the settlement amount does not pay off the loan, you will be responsible to the finance company for the balance.

TopDo I get a replacement vehicle when my vehicle is a total loss?

If your vehicle is covered for a total loss, you will receive rental reimbursement coverage (subject to your policy limits). Your claim adjuster will inform you when to return the rental when notifying you of your vehicle’s value. The amount of authorized rental time at this point will be limited, so you should begin shopping for a replacement as soon as you learn that your vehicle is a total loss.

TopWhat do I need to do when my vehicle is a total loss?

1. Remove your license plates and personal items from the damaged vehicle. Leave a key with the vehicle or make arrangements to give one to your adjuster. If you have any additional keys to the vehicle, send them to us as well.
2. If your vehicle is leased or financed, contact your finance or leasing company and give them permission to discuss the claim with Unitrin Direct. Give your claim adjuster the account number and contact information for your finance or leasing company.
3. Promptly complete and return all forms and documents requested by your claim adjuster so we can handle your claim quickly.
4. Who does Unitrin Direct pay?
• If you own the vehicle, we will pay you directly.
• If the vehicle is leased, we will pay the leasing company directly.
• If the vehicle is financed, we are obligated to pay the finance company first. If the settlement amount exceeds the amount you owe the finance company, we will pay the balance to you. If the settlement amount is not enough to pay off the loan, you will be responsible to the finance company for the balance.

TopWhat happens if my car is stolen or is damaged by fire?

Please report theft or fire to the local authorities immediately. After contacting the police or fire department, report the incident to Unitrin Direct as soon as possible. Call 1-877-506-4222 to report the claim 24-hours a day, 7 days a week.

Have the following information available when you contact Unitrin Direct:

• Title or lien information.
• All keys to the vehicle.
• Names and contact information to witnesses and people with access to the vehicle.
• An up to date description of the vehicle.
• Vehicle service records.

The investigation normally will include:

• Statements of the insured and people who can provide details regarding the loss or condition of the vehicle.
• Submission by the vehicle owner of an Affidavit attesting to the incident facts.
• Submission of a financial release for the purposes of background investigation.
• Application for the police/fire report.

Common misconceptions:

• The police will notify Unitrin Direct if your vehicle is found. This is not true. Please call us immediately and notify us if your vehicle is recovered.
• Theft claims must be paid in 30 days. While we work diligently to serve you in your time of need, to protect our policyholders and meet legal requirements we must verify certain information which can exceed 30 days. We will inform you if this is the case, but you can help expedite the process by promptly supplying requested information.
• Personal belongings are covered by your auto policy. Personal belongings are not covered under your auto policy, although some homeowners and renters policies will cover such items.

Unitrin Direct may provide you with a rental vehicle depending on your specified coverage. Contact your claim adjuster for more details.

TopHow do I report a "Glass Only" claim?

Since damaged windshields and auto glass create unsafe driving conditions, you are covered for their repair or replacement.

Unitrin Direct utilizes Safelite Solutions®, America's leader in auto glass replacement and repair service. If you'd like to report a glass-only claim and schedule an appointment, call our Claims toll-free phone number at 1-877-506-4222 and select option “one.” You will immediately be transferred to Safelite Solutions®.

Safelite Solutions® expedites the claims process by scheduling the repair whether you utilize Safelite Solutions® or a vendor of your choice. Your repair or replacement will be arranged at a convenient time and location of your choice (home or business, or drive-in service). In most cases, once you report the incident and coverage is confirmed, the damages will be repaired or replaced within 48 hours.

If the glass is replaced, you will be responsible for your deductible. If you choose to repair the damage, Unitrin Direct will waive your deductible and the repair will be completed at no cost to you. To verify your policy coverages and deductible amounts, please refer to your declarations page or click here to view your policy online.

If the work is completed by Safelite® (not another vendor), your installation will be backed with a warranty that is honored at all Safelite Solutions® locations nationwide.

For more information on the Safelite Solutions® process, please visit their website at http://www.safelite.com.

TopWhat is Subrogation?

Subrogation is the process of seeking reimbursement for damages for which you are not liable. This process includes recovering your deductible. Subrogation involves Unitrin Direct making a claim against the liable party, or their insurer, on your behalf. In cases where liability is disputed, the resolution process (including arbitration), can take longer than six months. If you have questions, you can contact your claim adjuster or email an inquiry (with your claim number) to subrogationstatus@unitrindirect.com.

TopHow do I report insurance fraud?

Insurance Fraud hurts everyone; it leads to increased rates across the industry and to you. Because we strive to keep your rates as competitive as possible we appreciate any reports of Insurance Fraud. Please notify the proper authorities if you suspect someone of wrongfully trying to collect on a Claim or creating a false Claim.

Where to report any concerns regarding claims:
Call 1-800-TEL-NICB or visit the National Insurance Crime Bureau's website at www.nicb.com.

Or, contact Unitrin Direct’s Special Investigative Unit at:
1-877-506-4222 and ask for "SIU" or e-mail fraudtips@unitrindirect.com.

TopHow does Unitrin Direct service policyholders following a catastrophe?

Unitrin Direct is committed to providing our policyholders with the resources they need to recover from a catastrophe. We have highly qualified claims professionals who are designated members of the Unitrin Direct Catastrophe Team. These professionals are deployed to areas where a large number of Unitrin Direct customers have incurred damage as a result of severe weather. The team works to quickly assess the extent of damage and restore our customers to pre-loss condition as quickly as possible. We have the ability to quickly establish remote catastrophe claims offices and set up drive-in locations that will allow members of the Catastrophe Team the opportunity to inspect a large number of vehicles in a short period of time.

TopWhat should I do immediately after a catastrophe?

Most importantly, protect yourself and your family. When possible, protect your property from further damage. Finally, report the claim to Unitrin Direct as soon as possible. Unitrin Direct is available for you 24 hours a day, 7 days a week by calling the toll free claim report number at 877-506-4222.

TopWhen will someone inspect my damaged vehicle?

The vehicle inspection process begins the moment you report your claim. Our ability to inspect your vehicle depends on your location, the catastrophe’s impact on local road conditions, and our ability to deploy local resources. We will make our best effort to see your vehicle as soon as possible.

TopHow long will it take to complete my claim?

While the length of service depends on many factors, our goal is to settle your claim as quickly as possible. The Unitrin Direct Team settles many claims in days and typically settles 90% of catastrophe related claims within two weeks from the date the claim is reported.