Learn about the commercial insurance claims process

Though the details vary by situation and policy, most commercial insurance claims follow a series of broad steps:

The process begins when you notify your insurer of an incident. This initial step, known as first notice of loss, creates the official record of your claim.

Your insurer will review the information you submitted to confirm coverage and determine next steps.

A claims adjuster may be assigned to gather details, inspect damages, interview involved parties, or request documentation.

Based on the investigation, the insurer will work with you to determine the outcome.

Once all obligations are met, the claim is formally closed.

Keep in mind, these steps are meant as a framework. Individual claims may require additional actions depending on their complexity.

No two claims are exactly alike. Even when the process follows the same general stages, outcomes can vary based on:

• Type of loss: Property damage, liability, workers’ compensation, and auto claims each involve different factors and requirements.

• Policy details: Coverage limits, deductibles, and endorsements may influence how a claim is handled.

• Industry considerations: A claim in trucking or construction may involve additional regulations or documentation compared to office-based businesses, for example.

• Claim complexity: Disputes, third-party involvement, or extensive damage can extend timelines and require more resources.

This is why insurers encourage timely, detailed reporting and ongoing communication throughout the process.

Business leaders and risk managers can take proactive steps to help the process go more smoothly:

• Keep thorough records: Maintain incident reports, photos, receipts, and other documentation to support your claim.

• Communicate consistently: Stay in touch with your claims team and promptly provide any requested information.

• Understand your coverage: Routinely review your policy so you know what’s included—and where exclusions may apply.

• Prioritize safety and mitigation: Taking steps to reduce further loss after an incident shows good faith and helps manage claim costs. Learn more with our safety services center.

At Sentry, we’ve been helping businesses through the claims process for more than 120 years. Our experienced claims professionals work to understand the unique aspects of your industry, your policy, and your situation, so you can feel confident you’re getting the support you need.