At best, a car accident is an inconvenience, one that can often be stressful. At Arbella, we use our local knowledge and excellent customer service to resolve your claim accurately and quickly.
Once your claim has been reported and assigned, your Claim Service Specialist will contact you as soon as possible to obtain the facts of the loss, review your insurance policy coverage with you, and make arrangements for your vehicle appraisal, if needed.
An investigation of the claim circumstances will follow, including contacting involved parties and collecting information that will help us to determine liability for the accident, assess all damages, and ensure all accident related issues are properly addressed.
Your Claim Service Specialist will work with you proactively to determine the payment owed to you or a third party, based on the claim facts and the auto insurance you have. If needed, Arbella will also defend you in the event a covered claim is pursued against you by a third party.
Your Claim Service Specialist will discuss the best method to have your vehicle appraised. As this process can differ by state, you may check on your state’s requirements by selecting your location below.
If your vehicle is damaged, one of our licensed appraisers may appraise it. If your vehicle is drivable, the fastest and easiest way to get an appraisal is to take it to a local Arbella Massachusetts Appraisal Drive-in Center.
If your vehicle cannot be driven or it isn't convenient to take it to a drive-in claim center, we will send a licensed appraiser to your location of choice to examine it.
If the vehicle is repairable, the appraiser will write an estimate, called an appraisal, to repair any accident related damage and provide you with a copy, which you should give to your auto body shop prior to beginning the repairs. A copy will also be provided to your Claim Service Specialist, who will review it in conjunction with your coverage, and issue payment for the amount to which you are entitled.
If the vehicle is a total loss, visit our total loss page to review total loss claim handling procedures.
Once your appraisal is complete, Arbella makes it easy to get your vehicle repaired. Arbella will send you a list of licensed repair shops in Massachusetts with your claim check. For your convenience, we have highlighted the shops that have agreed to perform all the work on our appraisals for the rates we pay. Not only that, but if you use one of the highlighted licensed repair shops on the list, Arbella will guarantee the quality of the repairs. Keep in mind that the choice of licensed body shop for vehicle repairs is always yours.
If you prefer to have Arbella pay the shop directly, ask your Claim Service Specialist for details about the Direction to Pay process.
If your vehicle is damaged, you have two options in obtaining an appraisal:
Your Claim Service Specialist will explain these options, so you can decide what works for you. Remember, you always have the right to choose the licensed repair shop where the damage to your vehicle will be repaired. If the vehicle is a total loss, visit our total loss page to review total loss handling procedures.
For all other states, your Claim Service Specialist will work with you to arrange an appraisal of your damages, ensure timely payment for what is owed, and assist in identifying repair resources you may need.
Following a collision loss, your deductible may apply or may be waived or reimbursed, depending on liability, the coverage you purchased and state regulations. Your Claim Service Specialist will discuss deductible release or reimbursement with you, based on the unique circumstances of your accident. If you suffer a comprehensive loss, your deductible will always apply.
Massachusetts regulation requires us to issue a surcharge when you are deemed more than 50% at fault for an accident and when certain payment thresholds are reached for certain coverage types. If you receive a surcharge that causes you questions or concern, please call your Claim Service Specialist to discuss it. You may also appeal the surcharge by following the appeal instructions on the back of your surcharge notice.
Today’s vehicles are complex and, as a result, the appraiser may not be able to gauge all of the damage when examining the vehicle. If additional damage is identified during the repair process that was not initially written on the appraisal, the body shop can contact Arbella to request a supplement. Arbella’s appraiser will review the damage and if appropriate, Arbella will issue a check for the supplemental damage.
The need for a rental vehicle is often a pressing concern following an accident. We understand that these are busy times and transportation is essential. Your Claim Service Specialist will discuss your rental needs and your rental coverage selections with you, and assist you to arrange for a rental vehicle, if applicable. To ensure convenience and provide you with the greatest benefits of your rental coverage, Arbella has partnered with Enterprise Rent-a-Car and Hertz Corporation as preferred vendors. This includes an option for direct billing.
Sometimes, the severity of vehicle damage will necessitate that the vehicle is deemed a total loss. A vehicle is considered to be a total loss when the appraised cost to repair plus expected salvage value exceeds the actual cash value of the vehicle. If you think this may be the case, please be sure to let your Claim Service Specialist know right away, so that damages can be mitigated and your claim resolved as quickly as possible.
If your vehicle is deemed a total loss, we will determine the Actual Cash Value (ACV). The ACV is defined as the pre-accident market value of your vehicle. Your Claim Service Specialist will review this with you and discuss the payment amount to which you are entitled. Having your lienholder information or title handy will help to expedite the settlement and payment process. If your vehicle is at a tow yard or auto body shop collecting storage charges, we will work with you to have it moved to a secure storage location. Keep in mind that your Claim Service Specialist will explain the process to you and assist you from beginning to end.
Suffering injuries in an accident can be distressing. It is important that you let us know right away about any injuries sustained or medical treatment needed due to the accident. Your Claim Service Specialist will collect detailed information from you about the injuries suffered and any medical treatment that may be needed. She or he will review any injury coverage available under your auto policy and work closely with you from the very beginning of the claim and throughout any treatment course, until your claim is resolved. Keep in mind that injured parties in another vehicle may make a claim against your policy, so early knowledge of those injuries allows us to assist you most effectively.