Filing a claim is easy

We know having a claim is a huge inconvenience.
OnStar Insurance makes filing a claim for your home quick and easy. Our team of adjusters are ready to help 24/7, to assist you.

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Home claims

Report damage to your home or property.

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Auto claims

Report damage to your vehicle or an accident.

Claims FAQ

There are different types of adjusters who may play a role in handling an insurance claim. Most commonly, the insurance company employs desk adjusters who serve as your contact person throughout the claim process, make coverage determinations (sometimes with the assistance of supervisors), and issue checks or letters describing a denial of coverage.

Depending on the type and extent of the damages to your property, we may require a home inspection. In that case, one of our field adjusters will contact you to schedule the inspection. The field adjuster will create an estimate for damage to your property. Your desk adjuster will compare the inspection estimate to your policy to determine if coverage is available for your damages. If the loss is covered under the terms and conditions of your policy, then your desk adjuster will review a settlement with you and provide you with a copy of the estimate.

Your claim may be assigned to an independent adjusting company to perform the desk and field adjusting duties described above. In that case, the independent adjusting company will contact you to schedule and perform the inspection, write the estimate, and contact you directly to discuss the settlement of your claim. The Claims Department can be reached at 1-888-495-4OSI (4674) if you require any assistance in contacting the independent adjusting company to handle your claim.

You may also engage a public adjuster to represent you in the claim handling process. Public adjusters are paid by you, even though these funds sometimes come from the settlement amount paid to you by the insurance company. Some companies act as both a public adjuster and a contractor. In these scenarios, however, a possible conflict of interest may arise if the public adjuster fee is based on the rate being charged by the contractor. Any contractor that seeks to give advice, advocate or negotiate on your behalf with the insurance company, prepare a claim, or give advice about coverage based upon a review of your insurance policy is acting as a public adjuster and may require a license from the state.

Your responsibilities will differ depending on your claim. Most importantly, notify us promptly to file a claim. In addition:

  • Take any reasonable and necessary measures to protect your home from additional damage.
  • Inventory and take photos of the damages whenever possible.
  • Save all receipts to present to your adjuster to determine if the expenses are covered under your policy.
  • When appropriate, contact local police or fire authorities.
  • If your claim involves injuries or damage to property belonging to another person, please provide the names and contact information for any individuals who may have been present or who may have any information regarding the incident.
  • Do not discard any property involved in the loss; please save any parts, appliances, water lines, service technician reports and receipts, or any other items or documents that may show how the loss occurred.

Additional information can be found in the section of your policy labeled "Your Duties After Loss."

You may also be responsible for a deductible. See explanation under Policy Term Definitions and review your policy for additional information.

If your claim involves significant damage, your adjuster may assign a local independent claims adjuster to inspect your damages in-person. The local independent claims adjuster will call you to arrange a convenient date and time to inspect your damages with you or your contractor. Depending on the nature of your claim, your claim representative may also assign a local claim expert, such as a certified fire or water investigator, to help determine the source of the loss. Your claims adjuster may recommend that you work with one of our preferred mitigation vendors in the event you have smoke or water damage from the loss.

If the damages are determined to be covered under the terms and conditions of your policy, then the independent adjuster will write an estimate to repair or replace the damages. The adjuster would provide you a copy of the estimate and a payment would be processed so you may begin to repair or replace your covered damages.

Depending on the nature of your loss, you may be eligible for Loss of Use Coverage. This type of coverage may be available when a covered loss causes you to incur additional costs because you cannot use part of your home or need to live elsewhere while repairs are being completed. Depending on your policy and state requirements, you may be entitled to Additional Living Expenses or Fair Rental Value. Please retain all receipts and any rental or lease agreements that relate to your increased costs for Additional Living Expenses.

If Loss of Use Coverage applies to your claim, your adjuster may also help you set up temporary living arrangements while the residence premises is returned to its original condition prior to the loss.

The in-person inspection will help evaluate the cost to repair or replace your covered damages, as well as determine if the loss is covered under the terms and conditions of your policy. If the loss is determined to be covered under the terms and conditions of your Homeowners Policy, then your adjuster will review a settlement with you and provide you with a copy of the estimate.

We understand that additional damages to your property may be discovered once you begin to repair or replace your covered damages. If you or your contractor feels that the repairs cannot be completed for the Replacement Cost Value of your estimate, you should contact your adjuster as quickly as possible to discuss. An in-person inspection may be necessary to evaluate any pricing discrepancies between the adjuster's estimate and your contractor's estimate, or to evaluate additional damages to your property that were discovered once you or your contractor began to repair or replace the damages.

Supplemental payments for work already completed may not be honored without prior approval from your adjuster. Please contact your adjuster prior to completing any repairs that will require a supplemental payment.

Your adjuster will contact you to discuss the facts and circumstances surrounding your reported theft claim. You may be required to forward the following items to your adjuster:

  • A copy of the Police Report
  • An inventory of the damaged or stolen property. You may be required to include a description, the age, the cost when originally purchased, and the cost to replace or repair each of the items reported damaged or stolen
  • All bills, receipts, and related documentation that can establish proof of ownership for each of the damaged or stolen items listed in your inventory

Your claim representative may also assign another claims adjuster or investigator to assist in the evaluation of your claim. Your claim representative will inform you if any additional parties will be contacting you in regards to your claim.

Please also be advised we reserve the right to salvage any item(s) we issue payment on. If we decide that an item is salvageable, your adjuster will contact you to discuss the salvage process with you.

Your claim representative will contact you to discuss the facts of the loss and the extent of the damages reported. If the damages are determined to be covered under the terms and conditions of your policy, your adjuster may write an in-house estimate to repair or replace the covered damages. Your claims adjuster may also recommend that you work with one of our preferred mitigation vendors in the event you have smoke or water damage from the loss. If you’ve already hired a contractor, your claims representative may contact the contractor directly to discuss their estimate.

If your fire claim involves significant damage, your adjuster may assign a local independent claims adjuster to inspect your damages in-person. The local independent claims adjuster will call you to arrange a convenient date and time to inspect your damages with you or your contractor. Depending on the nature of your claim, your claim representative may also assign a local claim expert, such as a certified fire investigator, to help determine the source of the loss. Your claims representative will let you know if any additional parties, other than the independent claims adjuster, will assist in the investigation or evaluation of your claim.

Depending on the nature of your loss, you may be eligible for Loss of Use Coverage. This type of coverage may be available when a covered loss causes you to incur additional costs because you cannot use part of your home or need to live elsewhere while repairs are being completed. Depending on your policy and state requirements, you may be entitled to Additional Living Expenses or Fair Rental Value. Please retain all receipts and any rental or lease agreements that relate to your increased costs for Additional Living Expenses.

If Loss of Use Coverage applies to your claim, your adjuster may also help you set up temporary living arrangements while the residence premises is returned to its original condition prior to the loss.

If your claim involves injuries or property damage to another person, your claim adjuster will contact you to discuss the facts of the incident and may request that you provide the names of any individuals who may have been present or have any information regarding the incident. Your adjuster may also assign a local claim investigator to speak with you about the injuries or property damage reported. Your adjuster will call you to review information that is needed to determine if your policy covers the injuries or property damage reported.

Your adjuster may re-open your claim for many reasons, which can include, but is not limited to, the following:

  • A supplemental payment request was made by you or your contractor after your claim was previously settled and closed
  • An additional claim, arising out of the same loss or occurrence in your previously reported claim, was made
  • A request was made to re-open a closed claim that you previously did not want to pursue

Should you have any questions or concerns regarding why your closed claim was re-opened, please contact your claims adjuster or the Claims Department at 1-888-495-4OSI (4674)

In certain claim settlements, a portion of the settlement is withheld depending on the language in your specific policy under the Loss Settlement section. This is done to ensure that the reported damages are in fact repaired or replaced. The portion of the settlement that is withheld is known as "Recoverable Depreciation" and is based on the reasonable amount that was actually paid for you to repair, rebuild, or replace the covered damages.

If you are entitled to recover the withheld depreciation, you will need to submit copies of your invoices and receipts to repair, rebuild, or replace the covered damages, as well as proof of payment. Please forward this information to your adjuster once you have repaired or replaced your damaged property

Please note that the requirements for recovering the withheld depreciation vary state by state and we urge you to review your specific policy and all its endorsements to make sure you follow the necessary steps to obtain the recoverable depreciation. If you have any questions or concerns, you can always contact your adjuster.

If another party, such as an appliance or part-manufacturer that produced a faulty product in your home, is at fault for causing your loss, we will attempt to recover the costs of your paid-covered damages and deductible amount from the responsible party or their insurance carrier. This recovery process is referred to as “subrogation” and could result in a refund of your deductible

To assist with the recovery process, please be sure to complete the following steps after any loss:

  • Preserve any parts, appliances, water lines, service technician reports and receipts, or any other items or documents that may show how the loss occurred; err on the side of caution and preserve as much as you can
  • Inventory and take photos of the damages whenever possible
  • Do not discard any property related to the loss
  • If another party may have contributed to the loss, such as the driver of a vehicle that struck your property, please obtain their contact information and share with your claim adjuster

Please note that in some situations we may not have the ability to pursue subrogation against another party or their insurance carrier, even if you’re not responsible for causing the damages. Your type of policy, the details of your claim, and local laws in your area may prevent us from recovering against another party