No one wants to deal with a loss at a property they own or manage, but we know as well as anyone that unforeseen circumstances happen and that is why you have insurance. As an insurance agency, NREIG does not investigate, pay or deny claims. Within our Insurance Program, we partner with insurance carriers and work within their guidelines to place our clients’ properties with the carrier that best fits your needs. Therefore, it is the carriers role to determine how each claim is handled based on the insurance contract. As is typical, most carriers contract with a third-party administrator (TPA) to manage the claims process. NREIG’s Client Experience team works with our clients to gather loss information, submit the claim and help guide you through the process. A typical claims process is as follows:



When a loss happens, your first priority is the safety of yourself, your property manager and your tenant. When it is safe, it is your responsibility to mitigate any further damage. Generally, any mitigation-related expenses you incur due to a covered loss will be considered as a part of your claim. This may include things like water extraction, roof tarping or boarding windows or doors. Take photos of the damage to submit with your claim.

You will formally initiate the claims process with NREIG by filling out the Report an Incident form. Our team will provide a general outline of your coverage and then submit the claim to the Third-Party Administrator (TPA) to investigate coverage for the loss with the carrier’s input.


Upon receiving the claim submission, the TPA will review and then send to the insurer for approval (within approx. 24 to 36 hours) to proceed with the investigation. From there, the TPA identifies in independent adjuster within a local proximity to the loss. The adjuster will contact you, the insured, to schedule an inspection of the property at the earliest available time. From the time of the inspection, the adjuster typically has from 10 to 21 days to create an estimate (if needed), communicate with relevant parties, retrieve necessary claim documentation and develop a report to send to the TPA fur further review.


The TPA reviews the adjuster’s report and may request clarification or revisions from the adjuster. Then, the TPA submits their settlement recommendation to the insurer (or insurance carrier). Please note that you can find your insurance carrier on your Evidence of Insurance and a copy of your policy is linked to on your monthly invoice.


It is up to the insurer to approve or deny the claim based on the adjuster’s report and TPA’s recommendation. There are a number of reasons a claim may be denied: the cause of loss is not covered on the policy, the insured did not fulfill certain responsibilities of the insurance contract, the loss was deemed intentional, the occupancy status was misreported, among other common exclusions. NREIG will work with you to help understand the outcome of the claims process.

Claims resolution can take a matter of days, or up to several months depending on the complexity of the loss and required investigation. Our team will do everything we can to keep you informed during this process.


The TPA will notify you of the insurers decision in writing. Then the insurer will submit payment if deemed appropriate, taking into account any deductibles, depreciation, or co-insurance penalties. Depending on whether you have selected Actual Cash Value or Replacement Cost settlement method on your policy, you may receive the claims payment in either one check, or two checks, the second being to recover depreciation (following submission of applicable receipts).

Learn more about these two settlement methods here.