Frequently Asked Questions in Brazil - Chubb
 Claims

Frequently Asked Questions

You have just been through a stressful and unsettling chain of events. We are here to help you and will do all we can to ensure your claim goes as smoothly as possible - with integrity, empathy, promptness, expertise and fairness.

Property

Click here to learn about the Property Claim Experience at Chubb, what to expect from the process, and get answers to additional FAQs.

What do I need to do before filing a claim?

In the event of loss or damage to your property, you should report the claim immediately. In addition, you should take steps to protect it from further damage. After a covered loss, we reimburse the reasonable expenses you incur to protect your property from further covered damage. Some ways you can mitigate damage include:

  • Shutting off the water after a plumbing leak.
  • Securing your home after a burglary.
  • Calling the police after a theft.
  • Calling the fire department.
  • Moving or protecting property to prevent further damage.

Check your Chubb policy for additional details and speak to your claim examiner once you file your claim.

When I report my claim, what information do I need?

When reporting a claim, it's helpful if you have the following:

  • Your policy number.
  • The date the loss occurred
  • The address of the loss location.
  • A brief description of the loss.
  • The contact information for any other parties involved, including any contractors and experts.

The earlier you contact Chubb to report your loss, the earlier we can help you. You can report your claim 24 hours a day, 7 days a week through several convenient claim reporting options, including by phone, fax, online and through your local Chubb agent. Click here for more information.

After I report my claim, what can I expect from the claim process?

Once you report your loss, your examiner will make every effort to contact you within 6 hours of receiving your claim. Your examiner will obtain all the relevant information from you and advise you of the next actions needed to complete the process and will be your primary point of contact to answer any questions that may arise. Additionally, your local Chubb agent has online access to your claim and will receive automated updates throughout the process.

How long will it take to settle my claim?

Every claim is unique, and the length of the claim process depends on a number of factors, including receipt of any documentation required to adjust your claim, whether or not an inspection is needed to fully assess your damages, and whether any coverage questions exist and require additional investigation. In all scenarios, our goal is to provide you with prompt, efficient and accurate claim handling. Once an agreed settlement is reached, we make every effort to issue your claim payment within 48 hours.

Where can I send documents related to my claim?

Using your claim number, you can contact us here:
SAC
DDG 0800 703 6665
24 Horas

SAC (impaired hearing/speaking)
DDG 0800 724 5084
24 Horas

Report a Claim by Email:
Property: sinistro.property@chubb.com

Call Center Claim Report
Residential:
Taylor Made:
Capitals and Metropolitan Regions: +55 11 3003-4363
Other Locations: 0800 702 5048
Viacred/Cecred: 0800 725 2064
Americaexpress: 0800 701 3030

If my home cannot be lived in following a loss, are temporary living arrangements covered?

Your policy provides you with extra living expense coverage above and beyond your normal living expenses in the event your home is uninhabitable due to a covered loss. These costs include your additional housing, hotel expenses, dry cleaning, animal boarding fees and food expenses above your normal expenditures. You will need to keep copies of your receipts and invoices to support these additional incurred costs.
If you will be out of the home for any extended period of time, we may assist you by engaging one of several housing vendors to identify a temporary housing arrangement. Check your Chubb policy for additional details and speak to your claim examiner once you file your claim.

When can I expect someone to come to my home for an inspection?

Depending on the nature and extent of the damages, your claim may require an inspection by a field adjuster. The examiner will let you know if this is needed during your conversation. In these instances, the field adjuster will contact you to make an appointment to meet with you at a mutually convenient time to inspect your damages.

How do I get my deductible back if I was not at fault for the damage to my property?

If other parties are responsible for the damage to your property, our Recovery Department will work on your behalf in an effort to recover your deductible from the responsible party and reimburse it to you. This process is known as subrogation. If we successfully recover any monies, your deductible will be refunded in part of in whole based upon the recovered amount and/or local laws. For more information on the recovery process, click here.

How long do I need to keep damaged items?

Talk to your examiner before discarding any damaged items. Once we have inspected the property or obtained documentation from you supporting that the damaged articles are non-repairable, the items can typically be discarded. In some cases, we may want to obtain your damaged items for salvage.

Should I hire a contractor? Does Chubb have any approved vendors?

You will need to hire a contractor to complete any repairs necessary. Chubb will seek to reach an agreed scope and price with your contractor, but our payments will be issued to you.
As a Chubb policyholder, you have exclusive access to Chubb's preferred vendor network for emergency, mitigation and repair services. We can refer you to a Chubb approved preferred vendor, where available, or you can choose to hire a contractor of your choice. You can talk to your examiner for more information on the services available to you as a Chubb policyholder and check your Chubb policy for additional details.

Workers Compensation – Employees

What is workers compensation?

Workers compensation is a form of insurance purchased by employers to protect workers who are injured in the course and scope of employment. If you suffer an injury that is determined to be work-related, workers compensation may cover the reasonable and necessary medical expenses you incur to treat the injury.

Do I report my illness or injury directly to Chubb? When should I let my employer know?

An injury or suspected injury should be reported to your employer as soon as possible, and your employer will in turn file a claim with Chubb. Failure to report an injury in a timely manner can impact potential benefits that may be available to you.

What happens after my claim is reported to Chubb?

Once your employer reports your claim to Chubb, the claim will be assigned to a claim adjuster. The claim adjuster will conduct an investigation to determine if your injury is covered under your employer's workers compensation policy, and you may be contacted by the adjuster during this process for additional information. If your injury is determined to be work-related, it is our goal at Chubb to help you get the medical care you need to help you get back to work as soon as possible.

What types of benefits are available to me? Who pays for these benefits?

There are two primary types of benefits payable under a workers compensation policy:

  • Medical benefits for reasonable and necessary medical treatment that is related to the injury as a result of a work-related incident.
  • Wage loss replacement benefits if your injury causes you to lose time from work.

Your employer pays the premium for the insurance coverage and there are no out-of-pocket expenses to you for covered injuries.

How will my claim adjuster assist me throughout the process?

The role of the adjuster is to help ensure that you receive timely, appropriate medical care that restores you to your pre-injury status and allows you to return to work safely. Your claim adjuster will be in touch with you throughout the claim process to make sure things are progressing. You should feel free to contact your adjuster at any time if you have any questions.

What is the eligibility waiting period for my workers compensation benefits?

There is no waiting period for medical benefits. For wage replacement benefits. (reponse for the US)

Who can I contact if I have questions?

For questions pertaining to your claim, please contact your claim adjuster.

Workers Compensation - Employers

How do I report a workers compensation injury to Chubb?

We offer several convenient claim reporting options 24 hours a day, seven days a week:

SAC
DDG 0800 703 6665
24 Horas

SAC (impaired hearing/speaking)
DDG 0800 724 5084
24 Horas

Report a Claim by Email:
RC: sinistro.rc@chubb.com

When should I report an accident?

You should report an accident:

  • If an employee reports an accident to you.
  • If you witness an accident or injury.
  • If you suspect an employee is injured and you are not sure if it is related to work, we encourage you to speak with your employee and document the findings in writing. Consider reporting any accidents to Chubb if there is any potential that the injury is related to your employee's job duties.

Claims should be reported as soon as possible. As a rule of thumb, you should report a claim to Chubb within 24 hours of the notice/report of a potential loss so that we can begin handling your claim as promptly and efficiently as possible.

When will the injured employee be contacted by an adjuster?

In most instances, if the injury is report only (no medical treatment sought) or involves minor medical treatment, no contact with the injured worker may be necessary to process the claim. In the event that further information is needed, the employee will be contacted by a representative from our claim department.

When will I be contacted by an adjuster?

In most instances, if the injury is report only (no medical treatment sought) or involves minor medical treatment, no contact with the employer may be necessary to process the claim. In the event that further information is needed, the employer will be contacted by a representative from our claim department. If the injured worker is losing time from work beyond the state waiting period, an adjuster will contact the employer within 24 hours.

Do I have to report the injury if the employee did not receive medical treatment?

We encourage employers to report all injuries, even those that do not require medical treatment at the time of the accident. Investigations can be compromised if the claim is not reported in a timely manner. This can result in missed opportunities for us to handle the claim effectively.

What if the injured worker refuses medical attention?

We cannot mandate or force an injured worker to see a doctor. However, it is in both parties' best interests to see a doctor to evaluate and determine if an injury exists and if it was caused by the work incident.

I'm concerned about causing a re-injury by bringing an injured employee back too soon, or by placing him or her in the wrong job. What can I do?

A physician is the only party qualified to decide the physical restrictions that would allow an injured worker to safely return to work. Your role as the employer is to determine whether or not you have work that fits within the physician-dictated restrictions. If you have any concerns, the Chubb adjuster assigned to your employee's claim can answer your questions.

What medical bills are covered under workers compensation?

If the injury is determined to be work-related, medical care that is reasonable and necessary to treat the injury-related illness is typically covered. This could include physician visits, rehabilitation and prescription medication.

Recovery

What is "subrogation"?

Subrogation is another term for payment recovery. When you suffer a covered loss that is the fault and responsibility of a third party, we step in to recover money from that third party. This includes your deductible and the amount we paid on the claim.

The accident/loss was not my fault - why do I have to pay a deductible? Will I get my deductible back?

Regardless of fault, when you submit a covered claim to Chubb, you are required to pay the deductible stated in your policy terms in order for repairs to begin. However, if a third party is responsible for your loss, Chubb's recovery department will step in and seek to recover your deductible and the amount we paid on the claim from the responsible third party. If we are successful in recovery, your deductible may be refunded in part or whole based upon the recovered amount and/or local laws.

What can I expect from the recovery process?

If a third party is responsible for your covered loss, your claim will be referred to Chubb's dedicated recovery department following payment of the claim. The recovery department will review the facts surrounding your case to determine recovery opportunities. If recovery is successful, your deductible may be refunded in part or in whole based upon the recovered amount, local laws and policy provisions.

How long will recovery take?

In many cases, we are able to recover what is owed within four to six months, especially in auto claims. Some claims present challenges that can lengthen the process, such as when a claim requires litigation. While there is no set rule for the amount of time it will take to recover, we will do everything in our power to move the process along as quickly as possible.

What can I do to help the recovery process move along quickly?

We may require additional information on some claims, so before you dispose of any materials related to your claim, make sure you clear it with your Chubb examiner. Save any and all documentation that may relate to the loss, and take photos of any damaged property. This helps us increase our chances of recovering your deductible as quickly as possible.