What happens when you file a claim with National General
When you file a claim with National General Insurance, you contact them to report a loss covered by your policy—a car accident, theft, property damage, or injury depending on what type of insurance you have. National General then assigns an adjuster to investigate the claim, review your policy coverage, and determine what they will pay. The process typically takes weeks rather than days, and you will need to provide documentation like photos, police reports, repair estimates, or medical records depending on the type of claim.
National General is a property and casualty insurance company owned by Berkshire Hathaway. They offer auto, home, renters, and umbrella insurance in most states. The claims process is similar across all their products: you report the loss, provide evidence, the company investigates, and they send you a settlement offer or denial in writing.
Key Takeaways
- You can file a claim by phone, online through your account, or through the National General mobile app, and you should do this as soon as possible after a loss occurs.
- National General will assign an adjuster who will contact you to schedule an inspection or request documents, and you should gather photos, receipts, and any police or incident reports before they call.
- The company will send you a written settlement offer that explains what they are covering, what they are denying, and how much they will pay.
- If you disagree with their decision, you can request an independent appraisal, file a complaint with your state insurance commissioner, or hire a public adjuster to negotiate on your behalf.
How to file a claim with National General
You have three ways to file: by phone at 1-800-841-2920, through your online account at nationalgeneral.com, or through the National General mobile app. When you call, have your policy number ready and be prepared to describe what happened, when it happened, and what was damaged or lost. The representative will create a claim file and tell you what documents to gather.
If you file online or through the app, you can upload photos and documents when ready. This is often faster than waiting for a phone representative, and you will receive a claim number right away. Either way, file as soon as possible after the loss—waiting weeks can complicate the investigation and may affect your coverage.
After you file, National General will contact you within one to three business days. They may ask you to meet with an adjuster at your home or business, or they may ask you to send photos and repair estimates by email. Be honest and thorough in all your communications; anything you say can be used to support or deny your claim.
What documents you need to gather
The documents National General needs depend on the type of claim. For auto claims, gather the police report (if there was an accident), photos of all vehicle damage, repair estimates from at least one shop, and contact information for any witnesses. For home or renters claims, take photos of damaged property before you clean up or throw anything away, keep receipts or proof of purchase if you have them, and document the condition of the property before the loss if possible.
For injury or medical claims, collect medical records, bills, and proof of treatment. For theft, bring the police report and proof that you owned the item (receipt, credit card statement, or photo). National General may ask for additional documents as they investigate—do not ignore these requests, as delays can slow your claim.
Keep copies of everything you send to National General. Write down the date you sent each document and the name of the person who received it. This creates a record in case there is a dispute later about what you submitted.
What happens during the investigation
Once you file, an adjuster is assigned to your claim. Their job is to verify that the loss is real, that it is covered by your policy, and to estimate the cost of repair or replacement. They may inspect the damage in person, request additional photos, contact repair shops for estimates, or review medical records. This investigation phase usually takes two to four weeks.
During this time, National General may contact you with questions. Answer promptly and honestly. If they ask you to meet with an adjuster, do so—refusing or delaying can give them reason to deny your claim. If you cannot meet on a certain date, offer an alternative rather than ignoring the request.
National General may also contact third parties like repair shops, medical providers, or police departments to verify information. This is normal and part of their standard process. You do not need permission to give them access to these records if they are related to your claim.
Understanding the settlement offer
When the investigation is complete, National General sends you a written settlement offer. This letter will state the amount they are paying, what they are covering, and what they are excluding or denying. Read it carefully, because this is a legal document that explains the company's final decision on your claim.
The settlement may be less than you expected for several reasons: your policy has a deductible that reduces the payout, the damage is not covered under your specific policy, or National General's estimate of repair costs is lower than the estimate you received. The letter should explain the reason for any denial or reduction.
If National General approves your claim, they will send payment by check or direct deposit, usually within one to two weeks of the settlement offer. If they deny it, the letter will explain why and what steps you can take next.
What to do if you disagree with the settlement
If National General's offer is lower than your repair estimate or if they denied your claim, you have several options. First, ask National General in writing to explain their reasoning in detail. Sometimes a phone call to the claims adjuster can clear up a misunderstanding about what is covered.
If you still disagree, you can request an independent appraisal. This is a process where you and National General each hire an appraiser to inspect the damage and estimate the cost. If the two appraisers disagree, they hire a third appraiser, and the three of them reach a binding decision. This process is faster than going to court and often results in a higher payout than National General's initial offer.
You can also file a complaint with your state's insurance commissioner or department of insurance. This is free and does not require a lawyer. The commissioner's office will investigate whether National General followed state insurance laws. If they find a violation, they can order the company to pay you or impose fines.
Another option is to hire a public adjuster—a licensed professional who negotiates with insurance companies on behalf of policyholders. Public adjusters typically charge 5 to 10 percent of the settlement they recover, so they only make money if they increase your payout. This can be worth the cost if your claim is large or complex.
Common reasons claims are denied or reduced
National General denies or reduces claims for specific reasons, and understanding these can help you avoid problems. The most common reason is that the loss is not covered by your policy—for example, flood damage is not covered by standard homeowners insurance, and wear and tear is not covered by auto insurance. Another reason is that you did not pay your premium or your policy had lapsed when the loss occurred.
Claims are also denied if the policyholder misrepresented information on the process—for instance, if you said you had no accidents in the past five years but you actually had one. National General may also deny a claim if you did not report the loss within the time frame required by your policy, which is usually 30 to 90 days.
Reductions happen when your policy has a high deductible, when the damage is partially caused by something not covered (like a car accident caused partly by a mechanical failure), or when the actual cost of repair is lower than you expected. Understanding your policy's coverage limits and exclusions before a loss occurs helps you know what to expect.
Frequently Asked Questions
How long does it take National General to pay a claim?
The investigation usually takes two to four weeks, and payment arrives one to two weeks after the settlement offer is sent. straightforward claims may be resolved faster, while complex claims involving multiple parties or significant damage can take six to eight weeks. You can ask your adjuster for an estimate of the timeline specific to your claim.
Can I use any repair shop or do I have to use National General's preferred shop?
You can use any licensed repair shop you choose. National General may suggest preferred shops that they work with regularly, but you are not required to use them. If you use a different shop, get a written estimate and send it to National General so they can review it before you start repairs.
What if National General says the damage was pre-existing and not caused by the loss I reported?
Ask the adjuster to explain this in writing and request photos showing the pre-existing damage. If you disagree, you can request an independent appraisal. The appraiser will inspect the property and determine what damage is new and what was already there. This is often the best way to resolve disputes about the cause of damage.
Do I have to accept the first settlement offer National General sends?
No. You can negotiate, request an appraisal, or file a complaint with your state insurance commissioner. Accepting the offer does not mean you cannot ask questions or request clarification. Many people successfully negotiate higher settlements by providing additional documentation or hiring a public adjuster.
What should I do if National General stops responding to my calls or emails?
Document every attempt to contact them with dates and times. Send a written request for a status update by certified mail or email with a read receipt. If they continue to ignore you, file a complaint with your state insurance commissioner. Unresponsiveness is a violation of state insurance laws and the commissioner can force the company to act.