FAQ

If you experience a loss, taking the following steps can help protect your property and support the claim process: 1. Ensure safety first If there is immediate danger, secure the area and contact emergency services if needed. 2. Take reasonable steps to prevent further damage Make temporary repairs, such as tarping a roof or shutting off water. Keep receipts for any emergency or temporary repairs. 3. Document the damage Take photos or videos of the damage as soon as possible, before repairs begin, if it is safe to do so. 4. File a claim promptly Submit your claim online or by phone and have your policy number available when filing. 5. Do not make permanent repairs right away Permanent repairs should generally wait until the damage has been reviewed, except where necessary to protect the property. 6. Keep records and communications Save estimates, invoices, receipts, and any correspondence related to the loss. 7. Work with your assigned claims professional Respond to requests for information and ask questions if you are unsure about any part of the process.

The quickest and most efficient way to file a claim is online at: https://ars.claimpilot.com/submitclaim(https://ars.claimpilot.com/submitclaim) You may also file a claim by calling our hotline at (888) 721-6040. Please have your policy number available when filing your claim.

For questions about your policy or to request changes, please contact your agent or broker. They are the best resource for policy coverage, endorsements, and updates. SureStead Claims can answer questions about how your policy applies to your claim, but we do not have the authority to change policy terms or make coverage modifications.

Questions about premium payments, billing, payment plans, or missed payments should be directed to your insurance agent, broker, or insurance carrier. SureStead Claims does not handle premium billing, payments, or payment arrangements and does not have access to billing or payment information. Our role is limited to handling claims after a loss has occurred. If you have questions about your premium status or need to make a payment, your agent, broker, or carrier will be the best resource to assist you.

When selecting a contractor, consider the following best practices: • Proper licensing and insurance – Verify that the contractor is licensed in your state and carries general liability and workers’ compensation insurance. • Local presence – Contractors with an established local office and track record are often easier to reach if issues arise. • Written estimates and contracts – Always obtain a detailed, written estimate and review the contract carefully before work begins. • References and reviews – Ask for references or check recent customer reviews to confirm the contractor’s experience and reputation. • Payment terms – Be cautious of contractors who demand full payment upfront. A reasonable payment schedule tied to completed work is typical. • Scope of work – Make sure the scope of repairs clearly outlines the work to be performed, materials to be used, and expected timeline. • Coordination with your claim – The contractor should be willing to work with the claim process but should not guarantee claim approval or specific settlement amounts. Important note: You are responsible for selecting and contracting with your repair professional. Be wary of contractors who claim to represent or be “approved by” your insurance company unless confirmed directly by your agent or carrier.