Contact Numbers:
To report a claim:
(800) 880-0474 / (817) 732-2111
Personal Lines Fax:
(800) 880-2881 / (817) 732-1011
What is the process for making a claim? In the unfortunate event you suffer a loss, there are several ways to report a claim. Reporting your damage is the first step in processing your claim. We encourage you whenever possible to contact your agent. Your agent will be able to report your claim electronically. You may also report a new claim by calling our toll free claims number at 800-880-0474. You will be directed to a claims customer service representative during normal business hours. Finally, you may report your new claim via mail or fax. Our Claim fax number is 800-880-4049.
What should I do if I need to make emergency repairs to my home? We encourage all policy holders to make reasonable temporary repairs to prevent further damage to your home or personal belongings following a loss. This may include making temporary roof repairs or removing water from saturated floors or furniture. If the loss is caused by theft, notify the police. In the process, be sure to secure photos or preserve damage evidence and keep an accurate record of your repair expenditures. You will be contacted by an adjuster following a reported claim to assist you further in the claim process.
What if my home is uninhabitable from a loss? If your home is uninhabitable, find temporary housing for your family. If possible, do not enter into any long-term leases until you talk to a claim representative. Keep all receipts associated with the temporary housing and other miscellaneous expenses. Payment for expenses that are beyond your normal living expenses may be available.
Someone is making a claim against me. What should I do? Should any party allege that you or any insured under your policy is responsible for bodily injury or property damage, we will conduct an investigation to assess those allegations. Subject to the terms and conditions of your policy, Wellington Insurance Company will adjust those claims in which you may become legally liable.
How long does it take for my claim to be processed? There are many factors that go into processing a claim for damage. Typically, you will be contacted by an adjuster and receive a written acknowledgment within 48 hours following our receipt of a claim. This time may be slightly longer in the event of a catastrophe. Our adjuster will contact you to set up a time to inspect your home or damaged property at your convenience. Once this inspection takes place, a typical claim can be processed within 30 days although this time frame can vary depending on the severity of the damage and other factors.
How can I find the status of my claim? When a claim is reported to us, we will assign your claim to an adjuster. The adjusters name and contact extension will be provided to you in your contact letter. To find the status of your claim, we ask that you contact your adjuster by calling our toll free number, 800-880-0474. Be sure to have your claim number available when you call to assist in providing you quick accurate information.
I have not heard from my adjuster. What should I do? When a claim is reported to us, we will assign your claim to an adjuster. The adjusters name and contact extension will be provided to you in your contact letter. In some cases, it is not necessary that you be present to inspect the damage. However, if you have not heard from your adjuster within 7 days of reporting your claim to us, please call our toll free number, 800-880-0474, and speak to a customer service representative who will assist you.
The settlement check I received does not cover all of my damages and I disagree with the adjusters report. What should I do? Our professional adjusters are trained to fully and completely inspect your home for damages related to a storm, fire, or other covered peril. Typically, your policy will provide for a deductible that will be subtracted from your claim amount. There are also other policy limitations and/or exclusions which may apply. However, you will have an opportunity to ask your adjuster questions during the claim process to allow you to fully understand how your claim amount was derived. If after you discuss the claim with your adjuster you still have questions, you may ask your adjuster to speak with his/her supervisor.
Why is my deductible so large? Wellington Insurance Company offers a range of deductibles depending on your needs. Your deductible is selected by you or your agent on your behalf when you purchased your policy. Please contact your agent for additional information.
The settlement check I received has the wrong mortgage company on it. How can I get a replacement check? In order to receive a replacement check with the corrected payee information, we ask that you return the check to our office, along with copies of documentation showing the new mortgage company name and address. Please include a cover letter with your policy and claim number. You should also contact your agent so that your policy may be amended to show your current mortgage company.
Does my policy cover damages caused by flood or storm surge? NO. Your policy with Wellington Insurance Company covers direct damage from a covered peril only. Flooding and storm surge are NOT included as a covered peril.
My adjuster says a portion of my loss in not covered. I cannot find my original policy. How can I obtain a copy of my policy? To obtain a copy of your policy, including your declarations page, contact your agent or please send your request in writing to:
Wellington Insurance Company
c/o Frontier General Insurance Agency
P. O. Box 230
Fort Worth, Texas 76101
How do I change information on my policy? To have your policy updated in our system, please call your agent directly and ask that they update your policy with any new information.
This website contains only a general description of coverages and or procedures, and is not a policy contract.
Note: Coverage under any Wellington Insurance Company product is subject to terms, conditions and exclusions in the actual policy.