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Filing Claims

Here to help you get back on your feet!

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We know that claims occur when you least expect them to, creating a time of uncertainty. We offer you, our members, clear and efficient ways to help you understand the claims process, with the goal of getting you back to the way it was before the claim happened. Our pledge to our members is to be clear, courteous, and fair throughout the claims process, and we expect the same from our members.

Claims Reporting

Please call into the office at 830-625-4816 and select option #6. After hours claims number, dial 830-217-1608.

  1. Our representative will ask you questions about your claim, so please have the following information available:
    • Policy number
    • Member name on the policy
    • Location of claim address
    • Policy mailing address
    • Point of contact information (phone numbers, email addresses, etc.)
    • Date of loss
    • Description of damages or what happened
  2. Once all information is received, we will submit the claim to the claims manager who will contact you within 24 hours.
  3. We will follow up by mailing a claim acknowledgement letter to the member for their records.

Claims Handling

We want to make the claims process to go as smoothly as possible. After the claim is received and reported to our claims manager, you will receive a call within 24 hours explaining how the claim process works. A review of your policy coverages and deductible will be made. Status updates will be provided through phone calls, along with a prompt decision on claim coverage.

Claims FAQs

  • What do I do when damage occurs at my home?
    • Contact us and file a claim promptly.
    • Take photos of the damage and surrounding areas immediately and save for the claim process.
    • If you can safely do so, please protect the property from further damage by making reasonable, necessary repairs to the property. Again make sure to take photos of the damage before doing so.
    • Keep receipts of expenses for the claims file.
  • What can I expect after filing a claim with your office?
    • Our claims manager will contact you within 24 hours to review the claims process, policy coverages, and deductibles.
  • Who inspects the property for the claim?
    • We utilize in-house adjusters and independent adjusters to inspect claims for the association. The adjuster will set up a time that works for you to come out and inspect your home. We ask that a member is present for these inspections, so we can inquire about the claim details and timeframes properly.
  • Is it okay to have someone else handle the claim, like a family member or a friend?
    • We can only give out policy information and specifics to the members themselves. The only other person that we can speak to is a legal drawn up, power of attorney for the member. Please notify the claims manager if there is a power of attorney present.
  • Do I have to hire a contractor to repair or replace my damage or does the insurance company hire one for me?
    • Members hire contractors themselves. The Association does not hire contractors. We recommend getting two or three estimates for damages so you can compare prices and evaluate properly who you would like to use.
  • Is my mortgage company listed on my claims check for the home?
    • Yes, the mortgage company and the member's name will be listed on the claim check. The mortgage company has an insurable interest in the property and has first rights to proceeds, per Texas law. We recommend you contact your mortgage company before the claim check is received to see how they handle endorsing and depositing the claim check.

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