Selective Insurance Group, Inc. has marked the one-year anniversary of its Claims Service Center, which handles initial claim reports coming in to the company via phone or fax.
The center, located in Richmond, Va., is open 24 hours a day, 365 days a year to serve the company’s independent insurance agents, their customers, and claimants. Claims can also be reported online at www.selective.com.
“Accidents don’t just happen during business hours,” said James McLain, senior vice president, Claims. “What makes our center different from many others is that even at 2:00 in the morning, people can talk to a licensed claims adjuster who will listen and help immediately.” That help can range from gathering pertinent information and providing a claim number and contact information for the local claims representative, to arranging for a rental car or hotel room if a car or home is badly damaged.
Approximately 5,000 calls come in to the center each month. Selective’s field claims adjusters work in conjunction with the center to manage larger, more complex claims. About half the center’s calls involve damaged cars and repair bills totaling less than $5000; these claims are often resolved in just days. Customers can choose a repair shop. Or, McLain explained, “We offer a network of approved repair shops. If the customer is willing to take the car there, we can schedule the appointment online, make a rental car reservation for them online and have the car waiting at the repair shop. When their car is repaired, they just pay their deductible and they’re done.”
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