When customers file a claim on their home after a storm or major event, the reimbursement process is often the most confusing thing they have to deal with. Different carriers have different rules, and there are even different rules between policies from the same carrier.
It's always been a part of our culture to help our clients during the claims process. In fact, even when I was with another agency, before I started with our independent agency, we helped our clients with the claims process. I was recently shocked to find out that most other insurance aren't involved in the claims process at all!
When a house has so much damage that you're better off starting over, the insurance agency calls that a total loss. Although we've never had that happen to any of our clients, with the recent natural disasters, we decided to get familiar with the process.