What to Expect After You File an Insurance Claim in Virginia

If you filed an insurance claim in Virginia, the insurer moves from receipt to resolution through a predictable series of steps. This FAQ-style guide explains those steps, what you should do at each stage, and where Virginia law and regulators come into play. This is educational information only and not legal advice.

Detailed answer — step-by-step of what happens next

1. Claim receipt and acknowledgement. After you submit your claim (online, by phone, or by letter), most companies send an acknowledgement. The acknowledgement confirms the insurer received the claim and usually provides a claim number and an adjuster contact. If you don’t get confirmation within a few days, follow up with the company and keep a record of your calls and emails.
2. Assignment to an adjuster or investigator. The insurer assigns a claims adjuster or examiner. The adjuster reviews the claim, the policy language, and any initial evidence (photos, police reports, medical records, repair estimates). The adjuster may contact you for more information or to schedule an inspection.
3. Investigation and documentation. The insurer investigates coverage and causation. For property claims this typically includes an inspection of damage and collection of estimates. For liability or bodily injury claims the insurer may collect medical records, statements, and other documentation. Cooperate, but be careful giving recorded statements without understanding your rights; you can ask for clarification about why a statement is needed.
4. Coverage decision. The insurer determines whether the policy covers the loss. Coverage depends on the policy language, exclusions, and facts. If coverage is unclear or contested, the insurer should explain the basis for any denial or partial denial.
5. Valuation and repair estimate. If the insurer accepts coverage, it values the loss. The insurer may issue its own repair estimate or hire an appraiser. You can get independent estimates and negotiate. Keep receipts for temporary repairs and mitigation expenses; many policies require you to mitigate further damage.
6. Payment, settlement, or denial. If the insurer accepts the claim, it issues payment for covered losses subject to your deductible and policy limits. Payment may be made to you, your mortgagee/lienholder, or the contractor depending on the policy and any endorsements. If the insurer denies the claim, it must explain the denial reason and point to the policy terms or facts supporting the denial.
7. Supplemental claims and follow-up. If additional damage appears or a repair uncovers more damage, you may submit a supplement. Follow up promptly and provide new documentation. Keep written records of all communications and estimates.
8. Dispute resolution and appeals. If you disagree with a coverage decision or the dollar amount, you can: (a) negotiate directly with the insurer, (b) request appraisal if the policy includes an appraisal clause, (c) file a complaint with Virginia’s insurance regulator, or (d) consult an attorney about litigation. Virginia law requires insurers to handle claims in good faith under the insurance code and related regulations (see Va. Code Title 38.2).

How Virginia law and regulators fit in

Virginia’s insurance statutes and the State Corporation Commission’s Bureau of Insurance set standards for insurer conduct and provide consumer resources. The Code of Virginia’s insurance title (Title 38.2) contains the state’s insurance laws and includes provisions addressing unfair settlement practices and insurer duties. For official texts of the insurance statutes, see the Code of Virginia, Title 38.2: https://law.lis.virginia.gov/vacode/title38.2/.

If you believe an insurer delayed unreasonably, refused a legitimate claim, or otherwise acted unfairly, you can contact the Virginia State Corporation Commission, Bureau of Insurance for consumer guidance and to file a complaint. Visit the SCC’s insurance information pages for consumers: https://scc.virginia.gov/.

When to consider an attorney

Consider talking to a Virginia-licensed insurance attorney if:

• An insurer denies your claim and you believe the denial is inconsistent with your policy.
• The insurer delays payment for a long time without a reasonable explanation.
• Your claim involves substantial damages, serious injury, or policy-limit disputes.
• You suspect bad-faith handling and want help evaluating possible remedies.

An attorney can explain legal remedies, preserve important evidence, and, if needed, represent you in mediation or court.

Helpful hints — practical steps to protect your claim

• Keep a claim file: save emails, letters, invoices, receipts, photos, estimates, and a log of all calls (date, time, person, summary).
• Read your policy: find your coverage limits, deductibles, exclusions, and any required notice or proof deadlines.
• Mitigate damage: make reasonable temporary repairs (save receipts); insurers generally expect you to prevent further loss.
• Get multiple repair estimates and document pre-loss condition when possible (photos or video).
• Ask for the adjuster’s name and contact info; confirm all agreements in writing.
• Before signing releases or final settlement documents, understand whether paying now prevents future supplements for undiscovered damage.
• If asked for a recorded statement, you can request to consult a lawyer first—especially in complex or liability matters.
• File a complaint with Virginia’s insurance regulator if you face unreasonable delay or denial; include your claim number and copies of documentation.

Where to find official resources

• Code of Virginia — Title 38.2 (Insurance): https://law.lis.virginia.gov/vacode/title38.2/
• Virginia State Corporation Commission (insurance consumer information and filing a complaint): https://scc.virginia.gov/

Quick checklist: confirm claim number; get adjuster contact; take photos; keep receipts; get written estimates; don’t sign final releases until you understand coverage; contact the SCC or an attorney if needed.

Disclaimer: This information is educational and does not constitute legal advice. For advice specific to your situation, consult a licensed Virginia attorney or contact the Virginia State Corporation Commission’s Bureau of Insurance.