How to file a claim with American Family Insurance
To file a claim with American Family Insurance, contact your local agent or call their claims line within a few days of the incident. American Family handles claims differently depending on the type — auto, home, life, or other coverage — but all routes start with the same step: reporting the loss to your agent or their 24/7 claims phone number. Your agent will ask what happened, when it happened, and what property or people were involved, then either handle the claim themselves or route you to an adjuster.
The speed of your claim depends on the type of damage and how much paperwork is needed. A minor auto claim might close in days. A home claim with structural damage can take weeks or months. American Family will assign you a claim number when you report, and you should keep that number for every conversation and document you send.
Key Takeaways
- Report your claim to your American Family agent or their 24/7 claims line as soon as possible after the incident, and write down your claim number.
- Gather documents before you call: your policy number, photos of damage, receipts for damaged items, and a written description of what happened.
- An adjuster will contact you to inspect damage or review your claim, and you can ask questions about coverage limits and deductibles at that time.
- Keep records of all communication with American Family, including dates, names of people you spoke with, and what was discussed.
- If you disagree with the settlement offer, you have the right to request a review or pursue other options before accepting.
What to have ready before you call
Gather these items before you contact American Family so the conversation moves faster and you do not have to call back for missing information. You will need your policy number (on your insurance card or bill), the date and time the incident occurred, and a clear description of what happened. For property damage, take photos or video of the damage before you touch anything or clean up — this is your evidence of what was lost or broken.
If items were damaged or stolen, collect receipts, invoices, or credit card statements showing what you paid for them. For auto claims, get the other driver's name, phone number, address, insurance company, and policy number if they were at fault. For home claims, note whether anyone was injured and whether police or fire responded. If you have already paid for temporary repairs (like boarding up a window), keep those receipts too — American Family may reimburse emergency repairs.
How American Family processes different claim types
Auto claims start with a phone report to your agent or claims line. If the other driver was at fault, American Family may handle the claim against their insurance directly. If you were at fault or it was a single-vehicle incident, American Family will likely assign an adjuster to inspect the vehicle. You can choose your own repair shop or use one American Family recommends; either way, the adjuster must approve the repair estimate before work begins.
Home claims require an adjuster to visit your property and inspect the damage. This inspection is mandatory for most claims over a certain amount. You should walk through with the adjuster and point out all damage, not just the obvious. Keep a list of questions about what is and is not covered under your policy. The adjuster will write a report and send it to American Family's office, where a claims manager reviews it and decides the payout.
Life insurance claims work differently — there is no damage to inspect. You will need to provide a certified copy of the death certificate and complete a claim form. American Family typically pays life claims within 30 to 60 days of receiving all required documents, though this varies by policy type.
What happens after you report the claim
American Family will assign a claim number and either have your agent handle it or send you to a dedicated adjuster. The adjuster will contact you within one to three business days to schedule an inspection or ask for more information. Be clear about your availability and provide a phone number where you can be reached during business hours.
During the inspection or review, the adjuster will examine the damage, take their own photos, and ask detailed questions about what happened and what you lost. This is your chance to ask about your coverage limits, your deductible, and what American Family will and will not pay for. If the adjuster's findings match your claim, they will send a settlement offer. If they find less damage than you reported or determine that something is not covered, they will explain why in writing.
Understanding your settlement offer
When American Family sends a settlement offer, it will show the amount they are paying, what they are paying for, and how they calculated it. The offer will also show your deductible — the amount you pay out of pocket before insurance kicks in. If you have a $500 deductible and the damage is $3,000, American Family pays $2,500.
Read the offer carefully and compare it to your own estimate of the damage or cost to repair. If American Family's offer is lower than you expected, ask for an itemized breakdown of what they included and excluded. Some items may be excluded because they are not covered under your policy, not because American Family made an error. If you disagree with the valuation of a damaged item, you can provide additional receipts or get a second estimate from a repair shop or appraiser.
What to do if you disagree with the settlement
If American Family's offer does not match your claim, you have options. First, ask your adjuster or agent to explain the difference in writing. Sometimes a straightforward conversation clears up a misunderstanding about what your policy covers. If you still disagree, you can request that American Family reconsider — this is called a review or reconsideration.
For auto claims, you can get a second estimate from another repair shop and send it to American Family. For home claims, you can hire an independent appraiser to assess the damage; American Family will review the appraisal. If you and American Family still cannot agree, your policy likely includes a dispute resolution process, which may involve mediation or arbitration. Check your policy document or ask your agent what steps are available in your state.
Keeping track of your claim
Create a file for your claim and keep everything in one place: your claim number, all emails and letters from American Family, photos you took, receipts for repairs or replacement items, notes from phone calls (including the date, time, and name of the person you spoke with), and copies of any documents you sent. This record protects you if there is a dispute later and helps you remember details if the claim takes weeks to close.
If you paid for repairs or replacement items out of pocket while waiting for American Family's decision, keep those receipts. American Family may reimburse you once the claim is approved, but only if you have proof of what you paid. Write down the date and amount of each expense and what it was for.
Frequently Asked Questions
How long does an American Family claim usually take?
straightforward auto claims often close in a few days to a week. Home claims with structural damage typically take two to six weeks because an adjuster must inspect the property and American Family must review the report. Life insurance claims usually take 30 to 60 days once you submit the death certificate and required forms. The timeline depends on how quickly you provide documents and how complex the damage is.
Do I have to use American Family's repair shop?
No. For auto claims, you can choose any licensed repair shop. American Family will review the estimate, but you are not required to use their preferred vendors. For home claims, you can hire your own contractor, though American Family's adjuster must approve the scope of work before you start. Always get the adjuster's approval in writing before paying for major repairs.
What if I cannot find receipts for damaged items?
American Family can often determine the value of items without original receipts by looking at similar items for sale, checking credit card statements for when you bought them, or using depreciation tables. Tell your adjuster what you lost, when you bought it, and how much you paid if you remember. Photos of the items before damage also help prove what you owned.
Can I file a claim online?
American Family allows you to start some claims through their website or mobile app, but you will still need to speak with an agent or adjuster to complete the process. The online option is usually fastest for straightforward auto claims. For home or complex claims, calling your agent directly is often quicker because they can answer questions when ready.
What if American Family denies my claim?
American Family must send you a written explanation of why the claim was denied. Read it carefully — the denial may be because the incident is not covered under your policy, you did not meet a requirement (like reporting within a certain time), or American Family determined the damage was caused by something excluded from your coverage. If you disagree, ask your agent to review the denial or request the dispute resolution process outlined in your policy.