Homeowners Insurance Claims FAQs

Reporting a Claim

Call NJM! Once you've notified us, we will assign an adjuster to your claim, and they will reach out to you to discuss the claim within one business day.

Your rates are not affected by simply calling in a claim. Details like the cause of loss and extent of damage may play a part in determining what, if any, surcharge may apply.

Have your policy number on hand. We’ll also confirm basic information such as your name, the policy address, and the loss details.

If you have not already done so, make emergency repairs to prevent additional damage. Take photographs; keep invoices, reports, or estimates; and create a list of the damaged property. When you hear from your assigned adjuster, be sure to let them know if you need emergency assistance.

The goal of mitigation is to make the damage less severe and prevent further loss. In the case of a homeowner's claim, this could involve drying out wet carpet or calling a plumber to stop a leak. It's fine to take steps to prevent further damage or lessen the severity of current damage; what you shouldn’t do is complete repairs (especially cosmetic repairs, like paint and drywall repair) prior to notifying us and letting your adjuster review the damage. If it's an urgent situation, do what’s necessary and keep receipts or invoices; your adjuster can review what might be eligible for reimbursement.

If we determine your home is uninhabitable due to a covered loss, your policy may provide coverage for Loss of Use or Additional Living Expenses. This coverage is designed to help pick up the additional cost of temporary living expenses while damage is being repaired. Talk to your adjuster for more information about what coverage could apply in your specific circumstance. If it's an urgent situation, do what's necessary and keep receipts or invoices; your adjuster can review what might be eligible for reimbursement.

The Claims Process

When you report your claim, our representatives can provide your adjuster's phone number, fax number, and email address. Your adjuster will contact you no later than the next business day to discuss the claims process. Your adjuster is your best resource to check your claim's status and answer any questions you may have.

The claim process starts when you first notify NJM. Each claim is different; talk to your adjuster about your specific claim to better understand the timeline. In larger losses, like catastrophic fire damage, NJM will work with you from notice of the claim to help in the rebuilding process, but it is not uncommon for repairs to take 9–12 months or longer to complete. Smaller claims might resolve within just a few days.

You select your deductibles when you apply for your NJM policy. Your deductible is listed on your policy documents and appears in your Manage Your Policy account. You can also ask what it is when filing the claim or whenever you speak with your adjuster. Your deductible applies to each claim for any covered loss related to property you own.

It's important to keep everything until you have a chance to speak to your adjuster. First, take photographs of the damaged property and make a list of the property, including each item's name, brand/make/model, age, and value. Receipts are always helpful if you have them, especially if an item is newer or higher value.

Contact your bank/lienholder directly, let them know that they're listed as an additional named payee on an insurance settlement check, and ask them about their process for co-signing it. Each institution has their own procedures, and they'll be able to walk you through their process. If the wrong bank/lienholder is listed on your policy, please notify us immediately.

If NJM had a contractor inspect your property on our behalf, you can certainly ask them to handle repairs.

Payments to you may be sent via check or through the electronic payment application Zelle, if eligible. Please ask your adjuster for more details. Zelle is a service through which we can make claim payments directly into your bank account. If you are eligible to receive a claim payment through Zelle, you will need to provide your consent as well as provide us with the email or cell phone number associated with your Zelle account. If you do not have a Zelle account, you can register through their website. Please contact your adjuster for more information.

The information contained on this page should not be construed as legal, financial or insurance advice. The coverage afforded for a particular loss depends on the specific facts and the terms, exclusions, and limits of the actual policy. Nothing on this site alters the terms or conditions of any policy; the policy controls coverage. Coverage options, limits, discounts, deductibles, and other features are subject to underwriting criteria, state availability, and effective dates. Coverage provided and underwritten by NJM Insurance Company and its subsidiaries, 301 Sullivan Way, W. Trenton, NJ 08628.