What happens when you file a claim with National General
When you file a claim with National General Insurance, you contact them through their claims department, provide details about what happened, and submit supporting documents like photos or police reports. National General then assigns an adjuster to review your claim, verify your coverage, and determine what they will pay. The timeline from filing to payment typically runs four to eight weeks, though complex claims can take longer.
National General handles claims for auto, home, and renters insurance. The process is similar across all three: you report the loss, they investigate, and they either approve the claim and send payment or deny it with an explanation. Understanding what to do when ready after an incident — and what documents to gather — makes the process move faster.
Key Takeaways
- Report your claim to National General within 24 to 48 hours of the incident by calling their claims line, using their mobile app, or filing online at their website.
- Gather photos, receipts, police reports (if applicable), and your policy number before you contact them, so you can answer questions on the first call.
- An adjuster will contact you to schedule an inspection or request additional documents; respond promptly because delays on your end extend the timeline.
- National General will send a written decision explaining what they approved and what they denied, along with payment instructions if your claim is approved.
- If you disagree with their decision, you can request a review or file a complaint with your state's insurance commissioner.
How to report a claim when ready after an incident
Report your claim as soon as possible after the incident occurs. National General offers three ways to file: by phone at their claims line (the number is on your insurance card), through their mobile app, or online at their website. Calling is usually fastest if you need when ready guidance, especially for auto accidents or emergencies.
When you contact them, have your policy number ready and be prepared to describe what happened in basic terms — you do not need a detailed account yet. Tell them the date, time, location, and what was damaged or lost. If another person was involved (in an auto accident, for example), provide their name, phone number, and insurance information if you have it. If police responded, mention that and provide the report number if you have it.
National General will ask whether anyone was injured, whether you have already paid for repairs, and whether you have filed a claim with them before. Answer honestly. They will then tell you what to do next — usually to take photos, preserve the damaged property, and wait for an adjuster to contact you.
Documents and photos to gather before you call
Gather these items before you contact National General, or as soon as you can after reporting:
- Photos or video of the damage, taken from multiple angles and in good lighting
- Your insurance policy or the policy number from your insurance card
- Receipts or proof of purchase for items that were damaged or stolen
- A police report number if police responded to the incident
- Contact information for any witnesses
- For auto claims: the other driver's name, phone number, address, insurance company, and policy number
- For home or renters claims: a list of what was damaged or stolen, with descriptions and approximate values
Do not throw away damaged items or begin repairs until the adjuster has seen them or given you permission. National General often needs to inspect the damage themselves before they approve payment. If you repair or discard items before they inspect, they may reduce your payout or deny the claim.
What to expect during the adjuster review
After you file, National General assigns an adjuster to your claim. The adjuster will contact you by phone or email within a few business days to schedule an inspection or request additional information. For auto claims, they may inspect your vehicle at a repair shop or your home. For home or renters claims, they will visit your property to photograph and document the damage.
Be present for the inspection if possible, and point out all damage to the adjuster. If you cannot be there, ask whether they can reschedule. Bring any receipts or proof of value for items that were damaged. If the adjuster asks questions you cannot answer on the spot, it is okay to say you will follow up — just do so within a day or two.
The adjuster may also request additional documents: repair estimates, medical records (for injury claims), or proof that you own the damaged items. Respond to these requests within the timeframe they give you, usually five to ten business days. Delays on your end will push back the decision date.
How National General decides what to pay
National General uses your policy terms to determine what they will pay. Your policy spells out what is covered, what is not, and what your deductible is. The deductible is the amount you pay out of pocket before National General pays anything — typical deductibles are $250, $500, or $1,000 depending on your policy.
For example, if your home has water damage and your policy covers water damage, and your deductible is $500, and the repair cost is $3,000, National General will pay $2,500 (the $3,000 repair cost minus your $500 deductible). If the damage is not covered under your policy — say, flood damage, which is usually excluded — they will pay nothing.
National General will send you a written decision letter explaining what they approved, what they denied, and why. The letter will also include the payment amount and instructions for how you will receive the money. Most payments are sent by check or electronic transfer within 10 business days of approval.
What to do if your claim is denied or underpaid
If National General denies your claim or offers less than you expected, you have options. First, read the denial letter carefully to understand their reason. Common reasons for denial include: the damage is not covered under your policy, you did not pay your premium on time, or the damage occurred before your policy started.
If you believe the decision is wrong, you can request a review. Contact National General's claims department and ask to speak with a supervisor or request a formal review of the claim. Provide any new information or documents that support your case. National General will re-examine the claim and send you a new decision within 15 to 30 days.
If you still disagree after the review, you can file a complaint with your state's insurance commissioner. Each state has an insurance department that investigates complaints against insurance companies. You can find your state's contact information by searching "[your state] insurance commissioner complaint" online. Filing a complaint does not cost you anything and does not require a lawyer.
Timeline from filing to payment
The timeline varies depending on the type and complexity of your claim. straightforward claims — like a minor auto accident with clear liability — may be approved and paid within two to four weeks. More complex claims — like a home fire with multiple damaged items, or an injury claim — can take six to eight weeks or longer.
Here is a typical timeline for a straightforward claim:
| Step | Typical timeframe |
| You file the claim | Day 1 |
| Adjuster contacts you to schedule inspection | 2 to 5 business days |
| Inspection occurs | 5 to 10 business days after filing |
| Adjuster requests additional documents (if needed) | 10 to 15 business days after filing |
| You submit additional documents | Within 5 to 10 days of request |
| National General sends decision letter | 20 to 30 business days after filing |
| Payment is sent | 10 business days after approval |
Delays can happen if you do not respond to requests for information, if the adjuster cannot schedule an inspection, or if the claim involves multiple parties or injuries. Staying in touch with your adjuster and responding quickly to requests will keep your claim moving.
Frequently Asked Questions
Can I start repairs before the adjuster inspects the damage?
No. Wait for the adjuster to inspect the damage first, or ask National General for written permission to begin repairs. If you repair or discard damaged items before they inspect, National General may reduce your payout or deny the claim because they cannot verify the damage themselves.
What if I disagree with the adjuster's estimate of the damage?
You can obtain your own repair estimate from a contractor and submit it to National General. If your estimate is significantly higher than theirs, ask for a review or request that they meet with your contractor to discuss the difference. Some claims are resolved by having both estimates reviewed by a third-party engineer.
Do I need a lawyer to file a claim?
No. Most claims are handled without a lawyer. You only need a lawyer if National General denies your claim and you decide to sue, or if the claim involves a serious injury. For routine claims, you can handle the process yourself by following the steps above.
What if National General takes longer than 30 days to decide?
Contact your adjuster and ask for a status update. If they cannot give you a timeline, file a complaint with your state's insurance commissioner. Most states require insurers to make a decision within 30 to 45 days, and the commissioner can investigate if they are taking longer without reason.
Can I file a claim if my policy lapsed or I missed a payment?
It depends on when the payment was missed. If your policy lapsed before the incident occurred, National General will deny the claim because you were not insured at the time. If you missed a recent payment but the policy was still active when the incident happened, contact National General when ready to bring your account current — they may still cover the claim.