Frequently Asked Questions

In the event of loss or damage to your property, you should report the claim immediately. In addition, you should take steps to protect it from further damage. After a covered loss, we reimburse the reasonable expenses you incur to protect your property from further covered damage. Some ways you can mitigate damage include:
 

• Shutting off the water after a plumbing leak
• Securing your home after a burglary
• Calling the police after a theft
• Calling the fire department
• Moving or protecting property to prevent further damage
   

Check your Chubb policy for additional details and speak to your claim examiner once you file your claim.

When reporting a claim, it's helpful if you have the following:
 

• Your policy number
• The date the loss occurred
• The address of the loss location
• A brief description of the loss
• The contact information for any other parties involved, including any contractors and experts
   

The earlier you contact Chubb to report your loss, the earlier we can help you. You can report your claim 24 hours a day, 7 days a week through several convenient claim reporting options, including by phone, fax, online and through your local Chubb agent. Click here for more information.

We make every effort to contact our Masterpiece® policyholders within six hours of the time the claim is reported. Your examiner will obtain all the relevant information from you, and advise you of the next actions needed to complete the process and serve as your primary point of contact for an answer any questions that may arise. Additionally, your local Chubb agent has online access to your claim and will receive automated updates throughout the process. For more information on the Chubb Property Claim Experience, click here.

Every claim is unique, and the length of the claim process depends on a number of factors, including receipt of any documentation required to adjust your claim, whether or not an inspection is needed to fully assess your damages, and whether any coverage questions exist and require additional investigation. In all scenarios, our goal is to provide you with prompt, efficient and accurate claim handling. Once an agreed settlement is reached, we make every effort to issue your claim payment within 48 hours.

Using your claim number, you can upload documents to your claim directly through our online application by clicking here. If you would like to forward documents to us via mail or fax, please contact your adjuster for the appropriate mailing address and fax number. Be sure to include your claim number on any documents you send.

Your policy provides you with extra living expense coverage above and beyond your normal living expenses in the event your home is uninhabitable due to a covered loss. These costs include your additional housing, hotel expenses, dry cleaning, animal boarding fees and food expenses above your normal expenditures. You will need to keep copies of your receipts and invoices to support these additional incurred costs.

If you will be out of the home for any extended period of time, we may assist you by engaging one of several housing vendors to identify a temporary housing arrangement. Check your Chubb policy for additional details and speak to your claim examiner once you file your claim.

Consider installing a flow-based water leak detection device, to help keep potential water leaks from damaging your home or possessions. Installed by a plumber directly onto your water line, a flow-based water leak detection device monitors the flow of water throughout your home. If an unusual activity or flow of water is detected – often caused by a leak somewhere in your plumbing or pipes – the device will alert you first and then shut off your water supply to help minimize damage. Talk to your Chubb claims adjuster to learn more. After a qualifying water loss, Chubb may cover a portion of the cost of the device and installation as a part of your claim.

To learn more about how to prevent water damage, visit www.chubb.com/waterdefense. 

Depending on the nature and extent of the damages, your claim may require an inspection by a field adjuster. The examiner will let you know if this is needed during your conversation. In these instances, the field adjuster will contact you to make an appointment to meet with you at a mutually convenient time to inspect your damages.

If other parties are responsible for the damage to your property, our Recovery Department will work on your behalf to recover your deductible from the responsible party and reimburse it to you. This process is known as subrogation. If we successfully recover any monies, your deductible will be refunded in part or in whole based upon the recovered amount and/or local laws. 

Talk to your examiner before discarding any damaged items. Once we have inspected the property or obtained documentation from you supporting that the damaged articles are non-repairable, the items can typically be discarded. In some cases, we may want to obtain your damaged items for salvage.

Because your mortgagee has a financial interest in the property, they are included as a payee on larger claims involving building damages. We suggest you contact them prior to payment being issued to understand what their endorsement requirements are.

Any payments for your personal property or non-building damages will be paid by separate check to you directly. Check your Chubb policy for additional details and speak to your examiner once you file your claim.

You will need to hire a contractor to complete any repairs necessary. Chubb will seek to reach an agreed scope and price with your contractor, but our payments will be issued to you.

As a Chubb policyholder, you have exclusive access to Chubb's preferred vendor network for emergency, mitigation and repair services. We can refer you to a Chubb-approved preferred vendor, where available, or you can choose to hire a contractor of your choice. You can talk to your examiner for more information on the services available to you as a Chubb policyholder and check your Chubb policy for additional details.

Learn more here.

We offer several convenient claim reporting options 24 hours a day, seven days a week:
 

• Via phone at 1-800-699-9916
• Via fax at 1-800-664-1765

You should report an accident:
 

• If an employee reports an accident to you
• If you witness an accident or injury
• If you suspect an employee is injured and you are not sure if it is related to work, we encourage you to speak with your employee and document the findings in writing. Consider reporting any accidents to Chubb if there is any potential that the injury is related to your employee's job duties.
   

Claims should be reported as soon as possible. As a rule of thumb, you should report a claim to Chubb within 24 hours of the notice/report of a potential loss so that we can begin handling your claim as promptly and efficiently as possible.

In most instances, if the injury is report only (no medical treatment sought) or involves minor medical treatment, no contact with the injured worker is necessary to process the claim. In the event that further information is needed, the employee will be contacted by a representative from our claim department. If the injured worker is losing time from work beyond the state waiting period, an adjuster will contact the injured worker within 24 hours.

In most instances, if the injury is report only (no medical treatment sought) or involves minor medical treatment, no contact with the employer may be necessary to process the claim. In the event that further information is needed, the employer will be contacted by a representative from our claim department. If the injured worker is losing time from work beyond the state waiting period, an adjuster will contact the employer within 24 hours.

We encourage employers to report all injuries, even those that do not require medical treatment at the time of the accident. Investigations can be compromised if the claim is not reported in a timely manner. This can result in missed opportunities for us to handle the claim effectively, and in some states, subject you to potential fines for untimely reporting.

In some states, an employer can direct care for the injured worker, whereas in other states, the employer cannot direct care and the injured worker has choice of physician.

If the injured worker requests assistance in locating a physician, providers within the PPO network can be located on Corvel's website. Through our Pharmacy Benefit Management Program, injured workers are provided with ID cards that can be used to fill prescriptions at participating pharmacies, which allows the injured worker to avoid out-of-pocket expenses.

We cannot mandate or force an injured worker to see a doctor. However, it is in both parties' best interests to see a doctor to evaluate and determine if an injury exists and if it was caused by the work incident.

Your employee's safe return to the workplace is dependent on the nature and severity of the injury. It is up to your employee's physician to determine when it is safe and feasible for the employee to return to work.

As an employer, it is at your discretion whether or not you will accommodate modified work duty. However, some advantages may be:
 

• Potential reduction in indemnity costs if the injured worker is allowed to return to work on a modified or transitional basis.
• Injured worker remains a productive employee of the organization and remains connected to the employer.
• Potential reduction in the cost of hiring and/or training new personnel to replace the injured worker.

Each state has rules regarding an employee's wages when they return to work in a modified capacity. Some state jurisdictions require partial wage differential benefits be payable by Chubb if the employee returns to work at a reduced wage. Your local Chubb Workers Compensation Claim Office can provide you the specific state requirements at the time the occurrence is reported to Chubb.

A physician is the only party qualified to decide the physical restrictions that would allow an injured worker to safely return to work. Your role as the employer is to determine whether or not you have work that fits within the physician-dictated restrictions. If you have any concerns, the Chubb adjuster assigned to your employee's claim can answer your questions.

Once we have completed our investigation and obtained medical documentation supporting the injury and disability, checks are typically issued within 48 hours.

Each state jurisdiction varies with regards to the "waiting period" and wage reimbursement. Please contact the adjuster assigned to your employee's claim for additional claim-specific information.

If the injury is determined to be work-related, medical care that is reasonable and necessary to treat the injury-related illness is typically covered. This could include physician visits, rehabilitation and prescription medication.

Medical bills should be sent to Chubb as soon as you receive them. Using your claim number, you can upload your medical bills directly through our online application by clicking here. If you would like to forward your medical bills via mail or fax, please contact your adjuster for the appropriate mailing address and fax number. Be sure to include your claim number on any documents you send.

No. Workers compensation wage loss benefits are not taxable.

Learn more here.

Subrogation is another term for payment recovery. When you suffer a covered loss that is the fault and responsibility of a third party, we step in to recover money from that third party. This includes your deductible and the amount we paid on the claim.

Successful recovery can have many benefits to you as a Chubb policyholder, including:
 

• Reimbursing your deductible
• Improving your loss history
• Holding people accountable for their negligent actions

Regardless of fault, when you submit a covered claim to Chubb, you are required to pay the deductible stated in your policy terms in order for repairs to begin. However, if a third party is responsible for your loss, Chubb's recovery department will step in and seek to recover your deductible and the amount we paid on the claim from the responsible third party. If we are successful in recovery, your deductible may be refunded in part or whole based upon the recovered amount and/or local laws.

If a third party is responsible for your covered loss, your claim will be referred to Chubb's dedicated recovery department following payment of the claim. The recovery department will review the facts surrounding your case to determine recovery opportunities. If recovery is successful, your deductible may be refunded in part or in whole based upon the recovered amount, local laws and policy provisions.  For more information on the recovery process, click here.

In many cases, we are able to recover what is owed within four to six months, especially in auto claims. Some claims present challenges that can lengthen the process, such as when a claim requires litigation. While there is no set rule for the amount of time it will take to recover, we will do everything in our power to move the process along as quickly as possible.

We may require additional information on some claims, so before you dispose of any materials related to your claim, make sure you clear it with your Chubb examiner. Save any and all documentation that may relate to the loss, and take photos of any damaged property. This helps us increase our chances of recovering your deductible as quickly as possible.

Business Travel Accident, Corporate Global Medical Insurance, Scholastic, Study Abroad, Critical Illness, Hospital Indemnity Insurance, Basic 24-hour Accident Insurance, Gap Insurance, Student & Participant Accident and Leisure Travel

Some claims under A&H policies issued by Chubb are handled directly by Chubb. Others will be handled externally by Third Party Administrators (“TPAs”) with which we partner. This is dependent on the policy you purchased and the type of claim at issue. You can learn more about the types of claims and processing here.

Because different types of claims are submitted in different ways. You are normally provided direction on how to submit a claim when you receive your policy. Please refer to your policy and related coverage documents for information.

• 1-800-336-0627
• ChubbAandHClaims@chubb.com

Different types of claims will require different documentation. Please wait to hear from a claims examiner on what is needed after you have reported your claim.  

There are various programs within A&H Claims, so when you submit a claim, a claims examiner will reach out to you directly to provide instructions on what information is needed to process that claim. The assigned adjuster should contact you within 3 business days of receipt of your claim. If necessary, additional information will be requested by the adjuster within 10 days of receipt of your claim.

If your claim is handled by Chubb, the average time to process a claim for A&H is between 5-7 business days. Chubb’s A&H Claims department expects to have claims finalized within 15 days of receipt of the claim granted that all necessary information has been submitted. Please keep in mind that because every claim is unique, the actual length of the claim process can depend on multiple factors, such as receipt of any documentation required to adjust your claim, inspections/investigations needed to fully assess your damages, or any coverage questions that may require additional investigation. Once an agreed settlement is reached and the claim is resolved, every effort is made to issue payment generally within 48 hours thereafter.

At Chubb Claims, our experienced A&H claims professionals are committed to providing honest, fair, and reasonable judgment in handling claims to deliver an excellent customer experience. Upon notification of your claim, you will be assigned to a claims professional who will manage it through the process until it's closed. Our A&H claims professionals handle an average of about 400 to 600 calls per month.

For claims handled by our TPAs, we subject TPAs to rigorous standards for customer service and claims handling and expect them to provide a great customer experience as well. 

Please refer to the Notice of HIPAA Privacy Practices for Protected Health Information.