How is my deductible applied?
Will I get my deductible back?
Will my insurance rates go up if I make a claim?
How do you determine who was at fault for an accident?
After an accident, how do I file a claim against the other driver?
How long will it be before someone inspects/appraises my auto?
How soon until my claim is processed?
What if my repair shop found additional damage that wasn't included originally?
Why do I have the names of more than one person handling my claim?
How will my rental car bill be paid?
Do I have to take my vehicle to a recommended repair shop?
What if MetLife Auto & Home’s estimate is lower than mine?
What are aftermarket parts?
What happens if my vehicle is declared a "total loss"?
If another driver hits my vehicle, do I have to wait for the other driver to pay for damages?
I’ve paid off my auto loan, but the former lienholder still shows on the claim I just reported.
My lienholder’s name appears on my claim check.
What are some examples of eligible glass losses?
What type of towing claim does my policy cover?
How is my deductible applied?
A deductible is the portion of the loss that you agree to pay. There are deductibles that apply to a variety of auto coverages, such as collision, comprehensive, glass, and Personal Injury Protection. Each deductible only applies to that particular coverage; thus, your collision deductible is applied to the total amount of the collision damages only.
For example, if you had collision damages that totaled $3,000 and a collision deductible of $500, then MetLife Auto & Home would issue you a payment of $2,500 –- the estimated amount minus your deductible. Deductibles are only applied once. If additional damages were found, your deductible would not apply to the additional payment we give you.
We believe that safe drivers should get more than just a pat on the back. So we reward customers with a $50 credit for each year they drive without a loss, up to $250. This benefit can build up to $250, which can be used to reduce your deductible in the event of an accident. (Applies only to comprehensive or collision deductibles and doesn't apply to a glass or towing claim. Not available in all states. In New York State, drivers must pay a state-required minimum deductible before using this benefit.)
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Will I get my deductible back?
Maybe. Deductibles may be reimbursable for claims under certain circumstances. In many states, if some degree of fault lies with the other driver in an accident, MetLife Auto & Home will attempt to collect from the other person the amounts we have paid for your auto, along with the deductible you paid. MetLife Auto & Home would then reimburse you the same proportionate amount of your deductible that we were able to collect. Consult your policy for terms.
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Will my insurance rates go up if I make a claim?
Adjusting insurance premiums is not an easy decision. We want to assure you that we are doing everything we can to keep your insurance costs at MetLife Auto & Home in relation to the risk you present, while providing you with quality products and excellent service. If an accident or loss occurs, certain factors can result in an increase to your policy premium. These factors include:
• Determination of fault
• Amount of damages paid
• State regulations
• Previous accident and violation (conviction) history
• Type of accident or violation
• Severity of accident or violation
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How does MetLife Auto & Home determine who was at fault for an accident?
After being notified of an accident, MetLife Auto & Home will conduct a thorough investigation of the facts, including the applicable motor vehicle laws. Each driver’s actions -- or inactions -- are considered and weigh heavily into the final determination of who was at fault.
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After an accident, how do I file a claim against the other driver?
You can file a claim against the other driver by contacting that person's insurance company or agent. You will need to give the other company your insurance information and tell them what type of claim you wish to make. If you need assistance, contact a MetLife Auto & Home claim professional.
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How long will it be before someone inspects/appraises my auto?
Our goal is to provide superior claims service by inspecting your vehicle as quickly and conveniently to you as possible. Our appraisal staff will contact you within one business day of receiving their assignment. Assignments are made in a timely manner when an inspection is required. In most cases, your vehicle will be seen within days.
We offer a variety of estimating options, including:
• MetLife Auto & Home staff appraisals
• independent appraisals
• appraisals by a Guaranteed Repair Program facility (where available)
• drive-in appointments (where available)
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How soon until my claim is processed?
If an estimate is written by a MetLife Auto & Home appraiser, a check is often processed that same day, so you can begin the repair process as soon as possible. If you take your vehicle to a Guaranteed Repair Program shop (where available), they will generally submit estimates to our Claim Department the same day. All other appraisals are quickly transmitted to our Claim Department and reviewed for accuracy before payment is issued.
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What if my repair shop found additional damage that wasn't included in the original estimate?
Initial appraisals often list visible damages only. In some cases, there is additional loss-related damage that is discovered after the repair process has begun. If additional loss-related damage to your auto is identified, your repair shop will advise the appraiser who wrote MetLife Auto & Home’s estimate. The appraiser will then write up a supplemental estimate that includes the additional damage, and a second check will be issued to you from MetLife Auto & Home.
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Why do I have the names of more than one person handling my claim, and whom should I contact with questions?
Each claim may involve many insurance coverages. MetLife Auto & Home has specialized claim professionals dedicated to specific aspects of your claim in order to provide the most efficient customer service and handling. Some of the professionals who may be handling your claim include:
• The field adjuster who does your auto's appraisal.
• A total loss specialist who finalizes the value of your auto.
• A medical payments/personal injury protection adjuster who makes sure bills for such things as an ambulance and emergency room visit are handled.
• A primary adjuster who conducts a thorough investigation of the facts of an accident.
If you are unsure whom to contact, simply call the primary adjuster, who will either help you or refer you to the best person to address your question or concern.
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If I have to rent a car after an accident, how will my rental car bill be paid?
If you have purchased Substitute Transportation (rental) coverage, we may arrange to have a portion or all of the charges billed directly to MetLife Auto & Home, in accordance with the limits of your rental coverage and expected repair time for your auto.
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Do I have to take my vehicle to a repair shop recommended by MetLife Auto & Home?
No, you don’t. Through our Guaranteed Repair Program (where available), MetLife Auto & Home can provide you with a list of quality repair shops in your area, but you are never obligated to use one of these shops. However, they are licensed facilities that have demonstrated histories of quality repairs. The benefit of using them is clear: In states where the law allows, we guarantee your auto’s repair at these shops for as long as you own your vehicle.
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What if MetLife Auto & Home’s estimate is lower than my repair shop’s estimate?
If the estimates are different, MetLife Auto & Home's appraiser will work with the repair shop to resolve the differences. This process is a seamless one and does not require any involvement by the policyholder.
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What are aftermarket parts? Does MetLife Auto & Home use them when writing estimates?
Aftermarket auto parts are brand-new parts that are non-OEM (Original Equipment Manufacturer) made. A synonym for aftermarket is generic. The warranties on aftermarket parts we use meet or exceed those of OEM parts. Where allowed or mandated by state law, MetLife Auto & Home does include aftermarket parts in its estimates and clearly discloses the use of such parts in your estimate. MetLife Auto & Home warranties all non-OEM parts for as long as you own your vehicle.
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What happens if my vehicle is declared a "total loss"?
Total loss means a loss in which the cost to replace or repair the vehicle to its pre-loss condition plus the salvage value, equals or exceeds the actual cash value of your car.
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If another driver hits my vehicle, do I have to wait for the other driver to pay for damages to my automobile?
Not if you purchased collision coverage. With collision coverage, we will pay for damage to your car (minus your deductible) regardless of who is at fault. If the other driver was at fault, we will try to recover the cost of the damage from the driver and reimburse you for any deductible charges you may have paid.
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I’ve paid off my auto loan, but the former lienholder still shows on the claim I just reported. What should I do?
Contact your primary claim adjuster right away. You will be asked to mail or fax a copy of your auto’s title with the stamp indicating the lien was discharged. The claim adjuster will forward the copy of the title to our service center, which will update your policy.
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My lienholder’s name appears on my claim check. What should I do?
If you lease your auto or if you are still making loan payments on it, the leasing company or lienholder must be listed on the check. We are obligated to protect the lienholder’s or leasing company’s interest in the auto. Often the lienholder or leasing company’s name is listed as an additional payee on MetLife Auto & Home's check for damages to your vehicle.
To cash the check, simply contact your lienholder’s or leasing company’s customer service department to find out how they will arrange to endorse the check. Once it has been endorsed, you can deposit it into your bank account. This is a common practice, and the lienholder or leasing company should have well-established procedures to handle the matter for you as efficiently as possible.
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What are some examples of eligible glass losses?
The most common examples of glass losses are stone chips or cracks to windshields and tempered glass (located in the vehicle doors).
Windshield damage smaller than the length of a dollar bill can often be repaired. If you choose to repair a crack or chip, your applicable deductible is waived and those repairs are guaranteed for as long as you own the vehicle.
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What type of towing claim does my policy cover?
Generally, towing related to an accident or mechanical failure is covered by your policy.
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