Understanding your Auto Collision Claims

Expect the best claim service.

We will provide prompt, friendly assistance with your claim. We will work hard to keep you informed about what’s going on and what you can expect. We will provide you with answers to any questions about your claim or estimate. We do this because we’re dedicated to keeping you in Good Hands.
After you reported your claim, you received a claim number. You can use this number to access information about your claim. Please write your claim number on all documents that you submit, including receipts, to help keep important information together with your claim records.

HOW CAN I CHECK THE STATUS OF MY CLAIM?

You may check the progress of your claim by calling us at (915) 599-8666 during regular business hours to speak with a catastrophe claim team member.

The Claim Process

Each claim will typically follow these basic steps. Some of these steps may be completed during a single conversation or meeting.

Step 1: Make a claim

You report a loss, and your insurance company will assign a claim number for tracking your claim.

Step 2: Schedule an inspection

Depending on your insurance company, you will be scheduled for an estimate with their adjuster, or you will select an auto body shop of your choice.

Step 3: Evaluate the damages for a repair estimate
Your adjuster evaluates the damages and determines needed repairs and/or replacement. Then, they prepare an estimate for covered damages.
Step 4: Review your estimate
Your adjuster discusses with you the damage estimate and settlement based on your policy provisions, terms and coverage. A note from Pete: “If you do not select us, please do some research and select a credible auto body shop.”
Step 5: Wrap up your claim
Your adjuster wraps up your claim by sending you applicable payments or documents and by answering any questions you may have.

HOW LONG WILL IT TAKE TO COMPLETE MY CLAIM?

The length of time it takes to complete the claim process depends on several factors.  Although we add staff following a severe weather event or catastrophe, there may be hundreds or even thousands of customers affected. This, along with the complexity of your damages, availability of vendors, safety, and access issues, will contribute to the length of time it takes to settle your claim.

WHAT DO I DO IF I CANNOT SAFELY DRIVE MY VEHICLE?

If you cannot safely drive your vehicle to a nearby Drive-In Claim Center, you have the option of having your vehicle inspected by a catastrophe claim team member at the repair facility of your choice or some other location. To schedule an inspection, just call us at (915) 599-8666

How to select a repair facility.

Selecting a qualified repair facility can be difficult. Here are a few tips for you to consider when making your decision.
Ask around

Talk to friends and family members who have had recent repair work done

Check work history
Get information about your auto repair facility’s work history from your local Better Business Bureau.
Request references

WHAT IF ADDITIONAL DAMAGE IS FOUND DURING THE REPAIR PROCESS?

If additional damage is found during the repair process, advise us at (915) 599-8666 immediately. Your claim adjuster will discuss the differences and determine if the vehicle needs to be re-inspected or if the issue can be resolved by phone with the repair facility. Please keep in mind that estimates are adjusted to reflect additional damages only for covered items and only when the repairs are necessary.

WHAT IF I NEED A RENTAL VEHICLE?

If you have optional Rental Reimbursement coverage on your policy, you may be eligible for car rental benefits. Rental Reimbursement coverage pays for rental reimbursement up to the limits listed in your policy, generally until repairs are completed, up to a maximum of 30 days. Be sure to check with your repair facility to confirm how long it will take to repair your vehicle.  If you have any question regarding your vehicle please call us at (915) 599-8666.

Services

  • Auto Collision Repair
  • Major - Minor Dent Repair
  • Scratch Removal
  • Auto Body Repair
  • Auto Detailing
  • Windshield Repair

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