Claims Assistance

Dennis Buhrman, Claims Concierge

I’m Dennis Buhrman, our agency’s Claims Concierge.  I’m here to assist you in the claims process.  This page explains how to submit a claim and some important things to remember.

Please note: No insured should accept responsibility or negligence for a loss or offer to pay any damages or repairs, leaving any determination of negligence and payment to the insurance company

Please select the type of loss you have experienced

Property Icon

Property Loss

  • Fire
  • Water damage
  • Wind and hail damage
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Liability

  • Your business has been accused of damages, injuries, or losses.
Auto crash icon

Auto

  • Company vehicle accident
  • Person vehicle accident for Personal Auto coverage
Worker Icon

Workers' Comp

  • Your employee suffers a work-related injury or illness

Download our Claims Guide in PDF format

Common Questions

Who should I contact first, Bitner Henry or the insurance carrier?

You are welcome to contact us first, or contact the carrier directly. We will generally collect the same information that the carrier does, and will then submit the claim on your behalf.  For after-hours service, you should contact the carrier directly.

Remember to report any loss about which you have any questions or concerns to us at Bitner Henry so that we can discuss with you whether to request coverage from your insurance carrier or simply to send the carrier a record of the situation in order to comply with your insurance policy requirement and preserve your rights if the loss ends up entailing higher costs than were originally anticipated. Our concern is always your protection.

What is a carrier, adjuster, and claimant?

Insurance Carrier or Provider: The company who legally insures, ‘carries,’ and stands behind the insurance contract.  It is the company that issues the policy, charges the premium, and pays the insured for losses in covered claims scenarios.

Examples of carriers include Brotherhood Mutual, Travelers, and Philadelphia.  The list of carriers that we work with are found here.

Adjuster: When you file a claim, the insurance company assigns an adjuster to the claim.  They are the company adjuster.  They work for the carrier, and investigate and verify insurance claims to determine a fair amount for settlement.

A company adjuster is always assigned to your claim but sometimes an independent adjuster (or field adjuster) is assigned to evaluate the claim.  An independent adjuster represents the carrier and works on a contract basis for the insurance company.  They will meet with you in person and make a physical evaluation of damage.  If one is assigned, you will  work directly with the independent adjuster.

Claimant: A claimant is a person or business entity that files a claim for benefits under the provisions of an insurance policy. A claimant can be:

  • The person or entity that purchased the insurance and is listed on the policy’s declarations page (also known as the named insured)
  • Someone else deemed eligible to make a claim, such as an employee or a vendor (additional insured)
Who manages repair projects?

The claimant on the loss oversees repair projects.  The insurance company is not responsible for making the repairs, only providing the funds needed to make the repairs.

The claimant is responsible for selecting a contractor, signing a contract with the contractor and managing the contractor to ensure the work progresses on time

Need help with your claim?

Our experienced customer service team is available to assist you with your claim. Feel free to email or call us with questions about your claim.

Property Loss Claim

This article is meant to provide general risk-management tips and is not legal advice.

Remember to report any loss about which you have any questions or concerns to us at Bitner Henry so that we can discuss with you whether to request coverage from your insurance carrier or simply to send the carrier a record of the situation in order to comply with your insurance policy requirement and preserve your rights if the loss ends up entailing higher costs than were originally anticipated. Our concern is always your protection.

  1. Make sure the property is safe before letting anyone inside. 
    1. Notify the police if there has been a theft or break-in.
  2. Protect the property from further damage.
    1. Cover the property if it is exposed to the elements.
    2. Remove valuables if they can be stolen.
    3. If there is a water damage issue, shut off the water source and contact a water restoration company as soon as possible.
    4. Take photos of the damage before having emergency repairs made, such as boarding up windows or covering holes in the roof.
  3. Prompt notice should be given when a potential claims situation occurs. To do so:
    1. Contact the insurance carrier by phone or website submission or contact Bitner Henry Insurance to report the loss.
    2. You should expect a claims adjuster to reach out to you within 48 hours.
    3. Let us or the carrier know if this claim affects your ability to operate normally, so the claim can be expedited.
  4. Repairs
    1. For a property claim, the property may need to be inspected by the insurance company prior to any repair work being performed.
    2. Call a contractor to estimate the building damages. The adjuster may assist you with your choice of contractors to make the repairs.
    3. Do not authorize repairs until the claims adjuster has given you the authority to do so.
    4. Separate damaged contents from undamaged contents. Do not discard any items until the claims adjuster gives you the authority to do so.
    5. If you aren’t sure if you should file a claim, we suggest contacting us.
  5. During this process, maintain good records.
    1. Take pictures.
    2. Keep expense receipts.
    3. Inventory damaged property.
    4. Keep records of expenses if you are forced to temporarily relocate your business.
    5. Do not dispose of damaged property unless it is a danger to safety or disposal has been approved by the claims adjuster.
  6. After the claim is made to the insurance company, the claims adjuster will do the following
    1. Contact you by phone or mail to discuss the loss.
    2. Arrange for an appraiser to inspect extensively damaged property.
    3. Assist you with your choice of contractors to make the repairs.
    4. Contact you for a settlement.
  7. Final Notes.
    1. Time frames will vary, but in general the adjusting process takes four weeks.
    2. As the claimant on the loss, you oversee repair projects.  The insurance company is not responsible for making the repairs, only providing the funds needed to make the repairs.
    3. The claimant is responsible for choosing a contractor, signing a contract with the contractor, and managing the contractor to ensure the work progresses on time.

Liability Claim

This article is meant to provide general risk-management tips and is not legal advice.

Remember to report any loss about which you have any questions or concerns to us at Bitner Henry so that we can discuss with you whether to request coverage from your insurance carrier or simply to send the carrier a record of the situation in order to comply with your insurance policy requirement and preserve your rights if the loss ends up entailing higher costs than were originally anticipated. Our concern is always your protection.

  1. Contact us to report the claim.
    1. If the matter is urgent and after-hours, contact the insurance carrier directly to file the claim.
    2. You should expect a claims adjuster to reach out to you within 48 hours.
  2. Provide all documentation regarding the incident including:
    1. Copy of the lawsuit, if there is one.
    2. Medical bills, if available.
    3. All internal documents including accident investigation and repair and maintenance records.
    4. List of names and addresses of any witnesses or people who may be able to provide more information about what occurred.
    5. If an object was involved in the accident, please save it for inspection by the claims adjuster or attorneys.
  3. After we report the claim to the insurance company, the claims adjuster will contact you to discuss the incident.
    1. The claims adjuster will work directly with the claimant and their attorney. You should not have to interact with the claimant yourself or make any payment directly.
    2. You can expect to be contacted by the claims adjuster within 48 hours of filing the claim, but if the issue is highly sensitive then please let us know so we can expedite the process
  4. Sharing information
    1. Please do not talk to the media or share details of the incident with anyone not involved.  If you need to share information with someone outside of the incident, contact your claims adjuster first.
    2. You may feel the need to go above and beyond in helping or sharing information, but could cause harm to the organization.   You cannot undo what happened, but could cause further damage to the organization by sharing more than is needed.

Auto Claim

 This article is meant to provide general risk-management tips and is not legal advice.

Remember to report any loss about which you have any questions or concerns to us at Bitner Henry so that we can discuss with you whether to request coverage from your insurance carrier or simply to send the carrier a record of the situation in order to comply with your insurance policy requirement and preserve your rights if the loss ends up entailing higher costs than were originally anticipated. Our concern is always your protection.

In the event of an automobile accident, follow these steps:

  1. If you are still at the scene, please contact the police.
  2. Obtain information of others involved in the accident or any witnesses including the following:
    1. Name, addresses and phone numbers
    2. Insurance Carrier and Policy number
    3. Driver’s license numbers
  3. Take photos of the accident and any damage.
  4. Have the vehicle towed if it’s unable to be driven.
    1. Keep your towing receipt.  This can often be reimbursed.
    2. Do not authorize repairs until the claims adjuster gives you the authority to do so.
  5. Once you are no longer at the scene of the accident, contact our office or the carrier to directly file the claim.
    1. You should expect a claims adjuster to reach out to you within 48 hours.
    2. If it is after-hours, contact the carrier directly.
    3. If the issue is highly sensitive, please let us know so we can expedite that process.

After we report the claim to the insurance company, the claims adjuster will do the following:

  1. Contact you to request details of the accident and repair estimates.
  2. Arrange for an appraiser to inspect the damages of vehicles that are not drivable or extensively damaged.
  3. Contact you for a settlement.
  4. Deal directly with the others involved in the accident.

You should not talk to others involved in the accident, but refer them to your claims adjuster.

Workers’ Compensation Claim

 This article is meant to provide general risk-management tips and is not legal advice.

  1. If someone requires medical attention:
    1. Call 911 or get them to a medical professional immediately.
    2. Advise the medical professional the incident occurred while performing normal work activities.
  2. Prompt notice should be given when a potential claims situation occurs. To do so:
    1. Complete the Employer’s First Report of Injury or Disease form for all claims.
      1. Either use the “call in” reporting system or fax the original form to the insurance company.
        1. Brotherhood Mutual customers can email the form as an attachment to moc.lautumdoohrehtorb@smialc or fax to 800-284-9579
      2. Send a copy of this form to the State Department of Industry, Labor and Human Relations (refer to the First Report for the address)
      3. In the event of a disabling injury or death claim, forward a copy of the First Report to us.  We will follow up with the insurance company for their prompt handling of the claim
    2. You should expect a claims adjuster to reach out to you within 48 hours.
    3. If the issue is highly sensitive, please let us know so we can expedite that process.
  3. After you report the claim to the insurance company:

    1. A claims adjuster is assigned to the claim.
    2. You will receive a claims number from the adjuster by phone, usually within one business day.
    3. The adjuster will contact the injured employee to discuss the accident. They will request copies of bills and doctors’ reports for medical treatment administered.
    4. The adjuster will contact you, the employer, if there is any lost time from work as a result of the injury.

Customer Service Team

Dawn Day

"My coworkers and I are truly a team and always supportive of one another. “There is no such thing as a self-made man. You will reach your goals only with the help of others.” - George Shinn"

Get to know Dawn Day
Customer Service Agent