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General business claims
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How do I file a claim?
Log in to your account and file a claim online. If you don’t have an online account, you can sign up for online account access or call 1-800-421-3535. You can also contact your agent to file a claim. Be sure to file your claim immediately following a loss or employee injury.
What do I need to file a claim?
You’ll need: If you need additional help, contact your agent, who’s always there to answer any questions.
I just filed my claim. What happens next?
After your claim has been submitted, your claim will be assigned to a claims professional, who will help you manage your claim and handle most of your questions. Claims professionals strive for same-day contact after your claim is submitted. Your claims professional will walk you through all aspects of the claims process and may schedule time with you to do an on-site evaluation.
Who do I contact at Nationwide with questions, including questions about my claims settlement?
Please contact your assigned claims professional with any questions. If you cannot remember the name or contact information of your claims professional, call us at 1-800-421-3535. We’re available 24/7.
How does the claims management process work?
Claims payments are determined by a covered cause of loss, type and extent of damages, and the applicable coverage that was purchased. Following the receipt of a property, auto or general liability claim, a claims professional will review your coverage, investigate the loss and evaluate the damage(s) to determine what the appropriate payment may be under the policy. For a workers’ compensation claim, the claims professional must first determine whether the claim is covered and eligible for compensation, subject to state regulations. Be sure to immediately report your claim in order to set the claims management process in motion. For third-party claims in which a claimant is alleging that you’re liable for damage(s), such as a bodily injury or property damage, we’ll evaluate your coverage, investigate any losses, and work toward final determination of the claim outcome (settlement or denial).
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Business auto claims
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What should I do if I’m in an accident?
Move your vehicle to a safe location if it’s safe to drive. If necessary, call 9-1-1 and/or the police or fire department. Remain calm. Be sure to exchange contact and insurance information, as well as drivers’ licenses, with the other drivers. If one of your employees is involved, be sure to gather their information as well. Avoid discussing fault. If it’s safe to do so, take photos of the damage to all vehicles and the location of the accident. If your vehicle is hauling product, you should also file a property claim. For more information on the business auto claims process, visit our business auto claims resource page.
Should I report the claim if I’m not hurt?
Yes. Because your commercial auto insurance policy also provides liability protection in the event of a claim against you, submitting a claim lets us begin investigating immediately. Filing the claim also lets us protect your interests.
What if my vehicle was carrying materials or substances that spilled?
If you or your employee was operating a vehicle that was carrying materials or substances that spilled during the accident, please let us know immediately. In most cases, a local first response team will arrive for cleanup.
How do you determine who’s at fault for the accident?
Your claims professionalwill conduct a thorough investigation to determine which party is at fault for the accident.
What are my options for getting a written estimate for the damage to my vehicle?
We offer several options: Talk with your claims professionalabout your options.
Where can I get my vehicle repaired?
The choice of repair shops is up to you. You can choose to use your own repair shop or one of our On Your Side® repair shops, if your vehicle qualifies. Typically, your vehicle would qualify for On Your Side repair shop service if it’s a private passenger vehicle, which includes passenger cars, pickup trucks, vans and SUVs. Talk to your claims professionalabout your repair shop options.
What is the benefit of using an On Your Side® repair shop?
If you choose one of our On Your Side repair shops, the workmanship on appraised and completed repairs is guaranteed for as long as you own or lease your vehicle.
What if I want to use a different repair shop?
You can use the repair shop of your choice. Your repair shop may be able to send us an electronic copy of the estimate it prepares. If not, your claims professionalwill ask you to send us a copy of the estimate, which we’ll need to process your claim. Some claims may require an inspection by an appraiser. We cannot provide the same guarantee of repairs for shops outside the On Your Side® repair shop network.
What is a “non-OEM” part? Do you guarantee the non-OEM parts specified on my repair appraisal?
A “non-OEM” part is a part not manufactured by or for the original equipment manufacturer (OEM) of the vehicle. Yes, we’ll repair or replace any defective non-OEM part specified on your repair appraisal for as long as you own or lease your vehicle. The use of a non-OEM part will not void the warranty on your vehicle.
Do I have a choice in the selection of parts to be used in the repair of my vehicle?
Yes. You can choose which parts will be used in the repair of your vehicle. Even if there is a non-OEM part available, you can choose to use an OEM part. You simply pay the difference in cost between the OEM part and the non-OEM part.
Can I get a rental vehicle?
Nationwide may provide rental car coverage for a business auto loss. Please contact your claims professionalto discuss your rental car coverage options.
How will my deductible work?
Your appraisal will show the total cost of repairs related to the accident. Included in the appraisal will be the amount of your deductible, which you’ll pay to the repair shop when your repairs are complete.
What if my vehicle is a total loss?
If your vehicle is determined to be a total loss, a Nationwide claims professionalwill review your damage estimate and your vehicle’s condition and discuss options and valuation with you.
What if I’m injured and need medical treatment?
If injuries are covered within your policy, we’ll work directly with your healthcare provider to ensure that your medical bills are paid on time.
Why is my lienholder’s name on my claims/settlement check?
If you have a loan on your vehicle, your lienholder has an interest in seeing your vehicle repaired. We may be required to include them on the payment.
When do I pay the shop for my repairs?
We recommend that you do not pay the shop until repairs are completed to your satisfaction.
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Business property claims
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What happens if property damage affects the operation of my business?
We have an in-house team of accountants to assist in the evaluation of business income claims. If you have business interruption coverage for a covered cause of loss, we’ll review your financial records and compensate you for any covered lost income and extra expense during the period while your building is being restored.
What’s the difference between replacement cost value (RCV) and actual cash value (ACV)?
In general, replacement cost value is the amount it would cost to repair or replace damaged covered property, at the time of the loss or damage, with materials of like kind and quality without deduction for deterioration, depreciation and obsolescence. Actual cash value is the cost to repair or replace damaged covered property, at the time of the loss or damage, with material of like kind and quality, (subject to a deduction for deterioration, depreciation and obsolescence). Unless you repair the damages or replace covered property, a replacement cost value policy allows for reimbursem*nt on an actual cash value basis only. In that case, depreciation may be applied and will be reflected in your property damage estimate. (Some states may require replacement cost value.) You can collect the recoverable depreciation by providing us with documentation (such as receipts, photos or invoices), showing that the damages have been repaired or covered property has been replaced.
How is the deductible applied?
Your estimate will show the full cost of repairs or replacement of covered property. The amount of the deductible will be deducted from the estimated amount and documented in the estimate accordingly.
How do you determine the cost to repair or replace my property?
Damages are determined through several means and often are dependent on the type of loss and amount of damage sustained. We’ll help you determine the amount of damages based on local repair costs and labor rates using an electronic estimating system. Some claims will require an inspection by one of our field property professionals, while other claims may be handled by a desk claims professionalthrough documentation that you submit or that we obtain.
What if my contractor’s estimate differs from Nationwide’s?
First, show the estimate we provide you to your contractor (this estimate is based on the local market rates for labor and materials). If there are additional damages or differences in pricing, please contact us immediately so that we can reach agreement on the scope and cost of damages before repairs begin.
What is subrogation?
In some situations, a third party may be legally responsible for causing the damage to your property. If this is the case, we may seek reimbursem*nt from the third party for the claim payments we made and for your policy deductible. This is called subrogation. If we pursue subrogation, we may need your assistance in retaining evidence, damaged products or materials.
Why is my mortgage company or other third parties included on my claim check?
Under the terms of your policy, we are required to include listed mortgagees, additional insureds, lien holders or other payees with an insurable interest in your business on claim payments.
What should I expect if I have a large loss?
Large losses often introduce an increased level of complexity and impact to your business, your family and your employees. To assist you, we have claims professionalsdedicated to handling large loss claims. In many cases they’ll travel to the loss location and help you through the claims process. For the most complex claims, we have a team of general adjusters who will travel anywhere in the country to inspect and estimate the damages, and aid in the management of your claim.
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General liability claims
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What types of claims are covered under my general liability policy?
General liability insurance policies are designed for the following situations, but coverage depends on your individual policy: Once we receive your general liability claim, we will investigate the facts and determine whether coverage applies under the terms of your policy.
What should I do when I learn of a customer or other third-party accident or injury?
Be sure to immediately report a claim as soon as you become aware of a customer or other third-party accident or injury on your premises.
If someone files a claim or a lawsuit against me or my business, where should I send that information?
If you’re served with a lawsuit or claim from a third party, please notify your claims professionalimmediately.
What happens if someone files a claim or a lawsuit against me or my business?
If a third party files a claim or lawsuit against you or your business, let us know as soon as possible. We’ll evaluate your coverage and investigate and review the facts of the claim. If your coverage applies, we’ll also hire attorneys to represent your interests.
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Workers’ compensation (employer)
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What can I do to prepare before one of my employees is injured on the job?
Every business should consider adopting and implementing a return-to-work program that can help injured employees get back to meaningful work as soon as medically possible. At Nationwide, we call this Successful Return-to-Work (SRTW). As our customer, you have access to a sample interactive program that can serve as the framework for building your own SRTW program. This includes steps you can take both before and after an injury occurs to help facilitate positive outcomes for your employees and your business. Read our SRTW overview brochureand SRTW implementation checklist. To access the sample program, log in to MyLossControlServices.com, and go to Resources > Loss Control Programs > Return-to-Work Program. If logging in for the first time, click “Sign Up” and follow the steps to register.
What should I do when an employee is injured?
It’s important to educate your employees on workplace injury reporting procedures. It’s also important to train your supervisors to contact the Nationwide Claim Services Center immediately at 1-800-421-3535. Even if the injury does not require medical treatment. Some state statutes include fines or penalties for employers that fail to report within a prescribed timeframe. If the employee needs emergency medical care, the supervisor should direct them to the nearest emergency medical facility for treatment. Once the need for emergency care has ended, many states permit employers to direct injured employees to obtain care with network providers. If your state permits it, establish a medical provider panel. Use the Nationwide Medical Provider Referral System directory to seek out authorized providers who specialize in treating occupational injuries. From hospitals to pharmacies to physicians and physical therapists, employees will find providers for the care they need. In some cases, a listing of authorized medical treatment providers must be made available to all employees before an injury occurs. Please refer to our online Workers’ compensation claims toolkit for more information.
What information does the supervisor need to gather and keep for future reference?
The supervisor should document any information received from the employee, such as: Supervisors should also be sure to photograph and/or secure any object that caused the injury, if applicable. They should also keep in touch with the injured employee to make sure they’re being cared for and supported until the employee returns to work.
When should a supervisor call Nationwide’s Nurse Triage Hotline?
If a supervisor is unsure that an injury needs medical treatment (or what type of treatment is required) they should contact the Nationwide Nurse Triage Hotline at 1-855-921-9519. The Hotline’s registered nurses can help to determine an effective course of action and assist in coordinating initial care by an appropriate authorized provider, if necessary.
What happens when a claim is reported?
Depending on the severity of the injury involved, once a claim is reported to Nationwide, we assign a claims professionalto help navigate the workers’ compensation benefits process and answer questions. That individual will record relevant information about the employee and their injury, and give the employee an opportunity to view a brief video that offers a preview of the services Nationwide provides as part of the claims process. In some cases, Nationwide may offer medical case management assistance to the injured employee to obtain prompt medical treatment, access to network pharmacy providers, as well as physical therapy and diagnostic vendor partnerships. Our Medical Provider Referral System, our claims professionalor the medical case management nurse can assist you with locating authorized treatment providers close to the employee’s home or work.
What online resources are available to help manage a workers’ compensation claim?
As noted above, our online Workers’ compensation claims toolkitincludes state-specific claims department contact information, instructions and forms for your use. We also provide easy online access to a searchable database of authorized treatment providers through our Medical Provider Referral System.
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Workers’ compensation (employee)
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What should I do if I’m injured at work?
You should immediately report the injury to your supervisor, manager, team leader, health nurse or human resources department, as directed by your employer. Please be prepared to give a detailed report about: Be sure to indicate whether you believe you may need medical treatment.
What should I expect after my workers’ compensation claim has been submitted?
You’ll be contacted by one of our claims professionals, who will: A medical case manager (nurse) may be assigned to your claim. The nurse and claims professionalwork together to help manage your claim and answer any questions.
Can I still receive workers’ compensation benefits if the accident was my fault?
It depends on your state-specific workers’ compensation statutes. Check with your state’s workers’ compensation bureau or insurance commission for more information.
What types of injuries are covered under workers’ compensation?
Most workers’ compensation statutes provide benefits for injuries or illnesses suffered as a result of a specific accident or disease caused by a condition of your employment. Each claim must be investigated for a decision to be made that would entitle you to workers’ compensation benefits for your injury or illness.
What should I do if I’m not able to work?
Contact your claims professionalfor a complete explanation of wage loss benefits that may be available under the state statute that has jurisdiction over your claim.
Can I see my own doctor?
Your claims professionalwill work with you to select a doctor or healthcare provider in accordance with the applicable state workers’ compensation statutes. You can also search for medical providers within our network through our Medical Provider Referral System directory.
What information should I bring to my doctor’s appointment?
You should bring the following to your appointment: Be sure to give your claim number and the mailing address for your medical bills to the provider. If you have questions, contact your claims professional.
Should I call my claims professional when I visit the doctor?
Yes. It’s important to keep in regular contact with your claims professionaland provide a status update after each medical provider visit. Your claims professionalcan help you through the process, answer your questions, and work with you, your provider and your employer to assist you in your recovery.
If the doctor prescribes medication for my work-related injury, how can I get that medication?
You’ll receive a prescription card that will allow you to obtain your prescriptions through any participating pharmacy at no cost to you.
What should I do if the doctor prescribes medical equipment, like crutches or a brace, or other medical services like home health care?
You should contact your claims professionalto request assistance in coordinating equipment and/or medical services. In most cases, these are provided through one of our vendors, who will contact you to deliver any equipment or schedule home health care visits.
How do my medical bills get paid?
You should provide your claim number and the mailing address for your medical bills to anyone providing you with treatment for the work-related injury. If you have questions, contact your claims professional. All medical bills will be sent to the claims office handling your claim for review and payment, when applicable. State requirements for medical payments may vary.
I have a medical case manager (nurse). What’s the role of my nurse?
Your nurse will work with you and your claims professionalto assist with the coordination, authorization or facilitation of treatment or medical concerns. Your nurse will advocate on behalf of you and assist in locating a medical provider, changing a medical provider, coordinating care between multiple providers, scheduling treatment, obtaining medical records and otherwise communicating with providers. Your nurse may also assist in the coordination of your return to work.
Will I get paid for the time I miss from work?
If you miss work because of your work-related injury, you’ll be eligible for wage benefits in accordance with the applicable state workers’ compensation statutes. This will be subject to any waiting period that may apply.
What benefits can I receive from workers’ compensation?
Most state workers’ compensation statutes provide for wage loss benefits and permanent impairment and medical benefits for work-related injuries, depending on the severity of your injury.
Do I need to hire an attorney to file a claim?
You aren’t required to hire an attorney to file a workers’ compensation claim. You should immediately report your injury to your employer to begin the workers’ compensation claims handling process.
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Can’t find the information you’re looking for?
Call us at 1-800-421-3535 or contact your agent.
Each claim is handled on the basis of its individual facts and circ*mstances, in accordance with policy language, including applicable exclusions, conditions and limitations, as well as applicable controlling law.
