Making A Claim

MOTOR VEHICLE ACCIDENT/MOBILE CLAIM RESPONSE FAQ

Click on any of the questions below to get answers to some of the most common questions:

How do I report an Accident and how will my Claim be handled?

• To report a motor vehicle accident, you can simply call the Jamaica Automobile Association (JAA) at 1-888-CALL-JAA (225-5522) immediately after the accident has occurred.

  The JAA will send a Response Team to assist you within 40 minutes, depending on the location of the accident scene. This team of trained professionals, is certified by the American Automobile Association (AAA) to deliver the highest quality of service.

  At the accident scene, the JAA Response Team will gather all the relevant information, take photographs of the scene and will ensure that you and your property are kept safe until the Police arrives or until the scene is processed and you are taken to a destination of your choice.

  The JAA will also arrange for ambulance, towing or other services that you may need but please note that you may be required to pay for these services depending on the type of policy you have with us.

  If you are not able to call the JAA for assistance immediately after the accident has occurred, as part of our Mobile Claim Service you may contact them at any time thereafter and they will meet with you at a time and place convenient to you to assist you with completing your accident report.

  Should you wish to submit your claim online, A Claim Form should be completed and submitted with documentation to support the claim. A link to this Claim Form can be found here: http://www.nemjam.com/submit/motor-vehicle-accident-claim.

  A Claims Representative will acknowledge receipt of your claim within two business days of receiving your report and we stand ready to answer any questions that you may have and to guide you through the claims process. Be sure to ask the Claims Representative any questions you may have about deductibles, service, coverage or repairs.

  If you are comprehensively insured, within 1 business day of receiving your claim along with an Estimate of Repairs, we will arrange for an Assessor to inspect the damage to your vehicle and they will provide a report within 3 - 5 business days. (Keep in mind that you will not have to pay for this report if you are comprehensively insured; otherwise, you will have to pay this cost initially but you should be able to recover this and other expenses from the party who caused the accident)

  You can choose a repair facility from the JAA’s list of Select Providers, endorsed by NEM, but if you prefer, you can choose your own repair facility. (Please note that selecting one of the JAA’s Select Providers will guarantee that repairs to your vehicle will be done to the highest standard as well as the opportunity for savings on the cost of repairs and other benefits)

  Be sure to ask about any payment for alternative transportation - the loss of use of your vehicle while it is being repaired - you may be entitled to this benefit if you are comprehensively insured.

  While your vehicle is being repaired, you can stay informed about the repair progress by periodically checking with us. If you need to address any further issues while your vehicle is in the shop, such as additional damage, supplemental payments, or changes to the expected completion date, please give us a call.

  If you are not comprehensively insured and you wish to make a claim on another party for your losses, we are available to advise you on how to prepare your claim.

  Please remember to obtain the details of the vehicle, its owner and driver involved in the accident with you and also for evidentiary purpose and for losses caused by criminal acts such as theft, the matter must be reported to the police immediately.

What is a Repair Estimate?

• An estimate is just that – an estimate of the cost involved in safely repairing your vehicle to its pre-accident condition. An estimate can vary depending upon several factors including labour rates, part prices and the amount of time necessary to perform certain repairs.

  We recommend that in choosing a repair facility you ensure that they are reputable and competent to repair the type of vehicle that you own. If you are in doubt, call a Claims Representative who will guide you in selecting a suitable repair facility.

  Once you provide the initial repair estimate, we will ask an independent Assessor to validate the estimate. If the body shop’s estimate is higher or lower than the Assessor’s estimate, the difference will be discussed and they will work to agree on the price for repairs. Your Claims Representative will keep you informed of the repairs every step of the way.

  We recommend that in selecting a repair shop that you consider using one from the JAA’s Select Providers (list available on the JAA’s website www.calljaa.com

What is a Supplementary Estimate?

• If the body shop you choose discovers additional damage when repairing your vehicle, they should simply provide an estimate for the additional repairs (this is called a Supplementary Estimate). This is not unusual because a vehicle involved in a crash may have damaged parts that are not visible when the original estimate is written but become visible once repairs begin.

  Your Claims Representative will have an Assessor validate the additional work needed and we will authorize the garage to carry out this additional work.

What happens if my vehicle is stolen or is damaged by a fire?

• If your vehicle is stolen or damaged by a fire, you should report it immediately to the Police and contact our office or that of your Broker right away.

  We will investigate the matter and this can take between 3 – 6 weeks, on average, depending on the complexity of the case.

  As soon as the investigation is completed and your coverage confirmed, your claim is ready to be settled.

What is a Supplementary Estimate?

• If the body shop you choose discovers additional damage when repairing your vehicle, they should simply provide an estimate for the additional repairs (this is called a Supplementary Estimate). This is not unusual because a vehicle involved in a crash may have damaged parts that are not visible when the original estimate is written but become visible once repairs begin.

  Your Claims Representative will have an Assessor validate the additional work needed and we will authorize the garage to carry out this additional work.

What is a Deductible and is there a Deductible for claims that I make?

• If you are comprehensively insured, there is a Deductible, sometimes referred to as an Excess and this is the amount you have agreed to pay out of your pocket before we pay for any covered losses.
  For example, if the covered claim is $145,000.00 and your deductible is $5,000.00, you pay $5,000.00, and we then pay the remaining $140,000.00.

  The Deductible applies to claims for damage to your vehicle caused from a collision or impact with another vehicle or object. There is also a Deductible if your vehicle is stolen or damaged by a fire. This deductible varies based on what was negotiated with you at the time of insuring your vehicle and is stated in your policy document.

When can I check on my claim?

• If you have a question about your insurance claim, simply call our office at any time during our regular business hours of 8:30am – 4:30pm. You may also email queries to info@nemjam.com at any time, day or night and we will respond within 1 business day of receiving your email. Otherwise, you can communicate directly with your Claims Representative or Broker.

How do I report a Windscreen Claim and what coverage is available?

• Damage to your windscreen is covered under your comprehensive policy and you can count on NEM for quick and convenient service. If you need to file a windscreen claim, do so as soon as possible.

  As a NEM customer, you can choose which facility will fix your windshield but the process may be faster and the quality of work guaranteed if you select from any of those facilities that specialize in this type of work. To file your windscreen claim you can:

  • Visit any of our offices or your Broker and take the vehicle with you (if it is in a condition to be driven) along with an Invoice from a windscreen repair facility.
  • You will be required to answer a few simple questions; our Claims Representative will determine if coverage is available, inspect the damage, on spot, and prepare a letter authorizing the repairer to fix or replace your damaged windscreen.
  • Most windshield repairs are completed within 48 hours after they have been authorized to do the work and when the job is done, the repair facility will return your vehicle to you and send us the bill – it’s that simple!

Is there a deductible for windshield repairs?

• There is no deductible for windscreen repairs. Damage to your windscreen is covered under your comprehensive policy and you won’t have to pay anything unless the cost to repair or replace the windscreen is more than what the policy covers but this does not happen often. Also, payment of a windscreen claim does not affect any No Claim Discount to which you may be entitled so don’t be afraid to claim for your damaged windscreen.

How will I know if I am being sued? What should I do?

• If you receive a legal "Summons" or "Complaint," you are being sued. You should call your NEM Claim representative or your Broker and immediately forward any/all legal documents you have received. If you delay contacting us, you may run the risk of jeopardizing yourself so this must be treated as extremely urgent at all times.

How long will my claim take?

• Every claim is unique, and many things can affect how long it takes to resolve a claim. However, we want you to know that our Claims team is made up of experienced professionals who will always do their best to get your claim resolved efficiently. You can help your claim process go smoothly by providing us with all the information you can about the incident. Talk with our Claims team to make sure you have given them everything they need.

Will my premium increase if I file a claim?

• Every policyholder's situation is unique and so the answer to this depends on the circumstances of your claim. If your claim causes you to lose a discount - such as the NEM Safe Driver Discount, then your premium will increase. But there are other discounts that would probably not be affected.

  Please keep in mind that there are ways you can help manage your insurance costs without sacrificing quality NEM coverage, for example:

  • Reviewing your coverage and making sure it meets your current needs
  • Adjusting your limits
  • Taking advantage of all available NEM discounts
  • Updating your policy to reflect any changes in your life

  We encourage you to contact our office or your Broker to discuss whether any of these suggestions will work for you.

Will my policy be cancelled if I file a claim?

• Under some circumstances we may cancel or not renew a policy as a result of a claim. This could occur if an insured files multiple claims in a certain time period.

HOME INSURANCE CLAIMS FAQ

What type of damage to my home will you pay for?

• NEM’s Home Owners’ policy typically covers damage to the physical structure of the home, or damage to the contents of the home if insured, due to Fire, Lightning Explosion, Hurricane, Windstorm, Earthquake, Volcanic Eruption, Flood, Riot, Strike, Malicious damage, Impact damage, Burglary, Theft, Liability and where agreed, “All Risks” cover on certain items.

My home was damaged during a burglary. Is the damage covered?

• This is generally covered under our Home Owner’s Policy. You should make a note of what is damaged or stolen and report the matter immediately to the Police.

My damaged home is not safe or not habitable. Will my insurance cover the cost for temporary living arrangements?

• If your policy has cover for alternative accommodation and a loss that your policy covers makes your home uninhabitable, then your policy would pay for additional living expenses needed to maintain your normal standard of living. Check your NEM policy to see if you have coverage for Alternative Accommodation and what your limits are. One of our helpful Claim representatives can also assist you with these and other questions.

My tree fell on my house. Does my policy cover the damages?

• Generally, your NEM Home Owner’s policy covers this situation. However, any of our Claim representatives would be happy to explain what your policy covers.

What should I do if there is a Catastrophe?

• In Jamaica, we live with the reality of weather-related emergencies such as earthquakes, hurricanes and floods occurring at any time and affecting a large number of customers. Members of our Catastrophe Team are specially trained to handle your catastrophe claim and to get you back on your feet as quickly as possible. All of our insurance products, including motor, residential and commercial property, building under construction, among others, that include cover for catastrophes, are supported by the Catastrophe Team.

  Depending on the conditions, we may advertise in the local media, with specific instructions for getting help with your claim.

Does my policy cover wear and tear?

• Insurance is designed to cover the cost of unexpected losses. It does not cover wear and tear. If your property is not in a good state of repair, your claim may not be paid in full.

Are there any restrictions in cover if my house is unoccupied for long periods?

• Yes. For certain damage cover is restricted after 30 days of the premises being left unoccupied.

How can I make sure the 'sums insured' stay up to date?

• Current Valuation (not older than 1 year)

Are my possessions covered away from the home, on holiday for example?

• Policies can be extended to provide loss to your possession while they are away from the home.