Understanding the Claims Process in Insurance Companies

Processing an insurance company claim involves understanding terms baked in legalese, which can be nearly impossible to understand, especially from the customer’s vantage point. Although several solutions have surfaced to make the process easier, like transcription services for the insurance industry, there is still a long way to go.  

In this article, you’ll learn how:

  • An insurance claim happens when a policyholder suffers a loss.
  • Additional Living Expenses coverage helps policyholders cover costs like hotel stays and meals if they are displaced from their home due to a covered event.
  • If a home is mortgaged, the lender may be named in the homeowners’ insurance policy and may need to be involved in the claims process.

What are Insurance Claims?

When life throws you a curveball, like a medical emergency, that’s when your insurance policy steps up. Filing an insurance claim means saying, “I need a hand!” You’ll give your insurance company the full scoop, backed by evidence like medical bills.

The claims adjuster will then look closer, crunch the numbers, and determine how much money you should get based on the loss and what’s allowed in your policy. If everything checks out, you’ll get a thumbs-up and a check. If not, you can appeal or call in legal backup.

The key is keeping communication lines open and having your paperwork in order. 

Common Types of Insurance

Below are some of the most common types of insurance that you might purchase in your lifetime.

Type of InsuranceDescription
Health InsuranceCovers medical expenses, such as doctor visits, hospital stays, prescription drugs, and preventive care.
Auto InsuranceRequired by law in most states, auto insurance covers damages and injuries caused by car accidents.
Homeowners InsuranceProtects your home and personal property against losses due to events like fire, theft, and natural disasters.
Life InsuranceLife insurance (term life and whole life) will provide financial support to your beneficiaries in the event of your death.
Disability InsuranceProvides income protection if you cannot work due to an illness or injury.
Renters InsuranceLike homeowners insurance, renters insurance covers your personal property and provides liability protection for renters.
Umbrella InsuranceProvides additional liability coverage above and beyond the limits of your other insurance policies.
Long-Term Care InsuranceHelps cover the costs of extended care services, such as nursing home care or in-home care, for those with chronic illnesses or disabilities.
Business InsuranceVarious types of insurance, such as professional liability and workers’ compensation, protect businesses from financial losses.
Pet InsuranceHelps cover veterinary expenses for your furry family members.

Things to Be Aware of When Processing Insurance Claims

Here are some key points that insurance clients need to know to understand the insurance claims process. 

Personal Property Will Initially Be Assessed Based on Cash Value

When your personal belongings are damaged in a covered event, the insurance company will calculate the loss based on their cash value. They’ll also consider how old your items were and their shape when the damage happened. 

A thorough assessment helps insurance companies develop a fair initial payment offer that matches the value of your damaged goods.

However, once you show them receipts that you’ve replaced your lost or damaged items, the insurance company may also cover the difference between the cash value and what it costs you to replace everything. It’s all about understanding the claims process and what to expect from your insurance company. 

Direct Payments to Contractors

If a contractor asks you to sign a “direction to pay” form, they say, “Hey, would you mind if your insurance company paid me directly for the repairs?” 

It might seem like a simple request, though before you sign off on it, read the fine print.

Why? Forms like these can sometimes include sneaky little clauses that essentially sign over your insurance claim to the contractor, leaving you out of the picture. If you’re unsure what you agree to, it’s always smart to call your insurance professional to get their two cents before proceeding.

Expect the Possibility of Receiving More Than One Payment

Customers must be aware of the possibility of receiving multiple checks from insurance companies. This is especially true when dealing with claims that damage your home’s structure and personal belongings. Issuing separate checks for each damage category ensures you’re getting the right amount of money based on your policy’s coverage.

If the damage is so bad that you can’t even live in your home, the company might also send you an extra check to cover any additional living expenses you rack up while your place is being fixed. 

If you have fire damages, that’ll also be covered by a separate fire insurance policy. So, expect yet another check to come your way; you’ll have the money to get your home back in shape without any surprises.

Replacement Value for Items is Contingent Upon Their Actual Replacement

Here’s an important point about understanding the insurance claims process: Replacing damaged items will result in the full replacement cost when you have replacement value coverage for your personal property

Insurance companies usually start by sending you a payment based on the cash value of your damaged belongings, which factors in depreciation based on things like age or condition.

However, if you want the rest of the money to cover the replacement cost, you’ll need to buy replacements for those items and show your receipts as proof of purchase. Insurers will often give you a few months from the initial cash value payment date to replace your belongings, so be sure to chat with your agent about the exact timeline.

In the worst-case scenario, where your home and everything in it are beyond repair, insurance companies typically pay out the policy limits according to state laws. They’ll cut you a check for the insured value of your home and belongings at the time of the disaster so you can at least start piecing your life back together.

Your Payment May Be Managed by Your Mortgage Lender

If you’ve got a mortgage, don’t be surprised if your lender wants a piece of the action. Lenders may be stakeholders in your homeowners’ insurance policy, as they often require being named in your policy or included in any insurance claims.

What does this mean for you? If you need to file a claim, your insurance payment might have to go through your lender first. The check will probably be made out to both you and the lender, and they’ll need to sign off on it before you can get your hands on the money. 

However, even if the check is sent to the lender, the funds are in your favor. 

Sometimes, lenders might even put the money in an escrow account and pay the contractor directly as repairs progress. They may also want to inspect the finished work before making the final payment. 

And if your home is a total loss, the settlement amount and how it’s divided will depend on factors like your policy type, coverage limits, mortgage terms, and state laws.

Preliminary Payments are Subject to Adjustment

If your home is severely damaged by a fire, flood, or earthquake, your insurance company will assess the damage. They’ll cut you an initial check based on what the adjuster sees and what your policy covers

However, this isn’t the end of the story. That first payment is like an advance on your total settlement. It’s your insurance company saying, “Here’s a little something to get you started.” You can take the money and run or hang tight and see if more is on the way.

If you’re in a pinch and need the cash ASAP, accept that on-the-spot offer. However, keep your eyes open for any unnoticed damage that might pop up later. If you spot something, reopen your claim.

Now, you can’t drag this forever. Many policies give you a year from when the disaster struck to file your claims. Every state has its rules, so it’s smart to check with your insurance company to see the whole picture.

Checks for Additional Living Expenses (ALE) Should Be in Your Name

If your home’s being repaired and bills are piling up (think hotels, rental cars, and takeout), your insurance company’s got your back with something called Additional Living Expenses (ALE). This special coverage helps you keep living your life while your place is fixed.

When it comes to ALE, you want to ensure the check has your name on it. This money is separate from what will fix your home, so your lender doesn’t need to be involved. 

How Transcription Can Help Insurance Companies

Recording conversations throughout the insurance claim process is a good way to understand what your customers want (as long as the recording follows state and federal laws). However, listening to conversations for hours on end is not efficient or cheap. 

That’s why enlisting the help of professional insurance transcription services like Ditto Transcripts is your best option. 

With transcripts, your insurance company can maximize data collection, improve recordings, and analyze trends from a business and customer service standpoint, further helping with your goal of making your clients understand the insurance claims process better

Why Choose Ditto to Handle Your Transcription Needs?

Choosing Ditto Transcripts means you’ll have the best, most affordable, and most accurate service provider in the market. 

We offer:


We don’t just claim it; we guarantee 99% accuracy in every transcription project. All you have to do is focus on creating valuable recordings like customer calls, and we’ll transcribe them flawlessly.

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Our team doesn’t rely on machine learning. We have experienced transcriptionists who understand the subtlety of multiple speakers,  jargon, or niche terms. We’ll create transcripts that reflect the natural flow of your conversation.

Turnaround Time

We understand your time is money, so we ensure your transcripts are delivered within the agreed-upon timeframe. You can also choose the turnaround time—a rush project or a standard one. 


Recordings aren’t created equal; we understand that some may contain sensitive customer data. For that reason, Ditto Transcripts is HIPAA, CJIS, and FINRA compliant. You can sleep well at night knowing that we secure the confidentiality of your content.


We acknowledge that recordings can be highly valuable for insurance companies and that transcribing them can be costly. So, we offer high-quality transcription services that won’t break the bank—we have options to fit any budget without sacrificing quality.

24/7 Customer Service

Humans run our customer service process—not chatbots. We take the time to understand your requirements and will gladly assist you with technicalities or answer any questions for a smooth customer experience. 


Our transcription services aren’t just about accuracy and meeting the client’s requirements. Do you need a verbatim transcript that captures every “um” and “uh”? Or do you need a polished version for a blog post? We can modify the transcript to meet your needs and ensure you get exactly what you need to reach your goals.

Ditto Transcripts is a Denver, Colorado-based transcription company that provides fast, accurate, and affordable transcription services for businesses of all sizes. Call (720) 287-3710 today for a free quote, and ask about our free five-day trial.

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