Ensuring Claims Are Assessed Under the Correct Rules

One consumer contacted our office after questioning whether their insurer was handling a claim fairly following a not-at-fault loss. The consumer was concerned about the limited rental coverage being offered and the conditions being applied to the reimbursement of personal property damaged in the vehicle.

After reviewing the file, we identified that the claim was being handled under Direct Compensation for Property Damage (DCPD), where different considerations applied than those found in standard policy endorsements. We raised our concerns with the insurer, who reviewed the circumstances and recognized the challenges the consumer was facing. As a result, the insurer offered several additional days of rental coverage and worked with the consumer to provide flexible settlement options for the damaged contents.