When you purchase an insurance policy, what
are you really buying? You are buying protection and peace of
mind in the event of an accident which causes injury or property
damage to you or others. In other words, you are purchasing "Claims
Service". At Parkway, we understand the importance of providing
"Claims Service" which will demonstrate that we care
about your claim and that we are always available to help when
you need us most. We realize that you expect "Claims Service"
to include:
- An easy and efficient process for reporting
new claims.
- Early acknowledgment of new claims... including
identification of the claim representative handling your claim
and your claim number.
- A thorough explanation of how your claim
will be handled including all applicable coverages and benefits.
- Expedited inspection of your damaged vehicle
so that repairs can begin as soon as possible.
- Claim representatives who understand and
care about your concerns.
The mission of our Claims Department is to fulfill
the promises Parkway has made in its contract with you. Above
all, we strive to settle all claims in a fair, equitable, and
timely manner. In order to deliver the excellent customer service
that has become Parkway's trademark, we will engage in frequent
and open communication with you and your insurance agent. As you
deal with the people at Parkway, keep our mission in mind. If
you are not satisfied with how we handle your claim, we want to
hear from you.
The beginning of any claim starts with a first
report. Our philosophy is to make the first report process as
easy and efficient as possible. We will take a report by telephone
or by fax. Our toll free number is listed on your Insurance Identification
Card. We have bilingual loss report takers. Furthermore, we endeavor
to confirm receipt of fax first report notices the same day they
are received. We have a goal to contact you within one business
day or the same day, whenever possible. Inspections of damaged
vehicles are initiated by the First Report Unit to further speed
the settlement of claims. A special acknowledgment letter has
been designed to let you and your agent know your claim number
and the name and telephone number of the representative handling
your claim.
Parkway claim representatives are trained to
help you by settling your claim as quickly and fairly as possible.
This includes repairs to your vehicle, payment of medical bills
and investigation of liability claims made against you. We believe
that good communication between you and your claim representative
is very important. Your claim representative will make every effort
to explain every step of the claim handling process.
Being in an automobile accident is a difficult
experience. We make it a bit easier by streamlining the process
for obtaining a rental vehicle while your vehicle is being repaired
or is not driveable (may not apply if physical damage coverage
is not selected). A nationwide rent-a-car company has been selected
to provide this important service to our policyholders. The service
includes direct billing to Parkway, which means you only pay for
the charges which exceed the level of coverage in your policy.
We will issue payment directly to the rental car company. Free
delivery and pick-up is also provided, in most areas.
Parkway policyholders that experience a glass
loss receive fast, efficient service and the finest quality from
an Auto Glass Replacement and Repair Specialist. These facilities
have been selected by Parkway to accommodate direct assignment
by agents and direct billing to Parkway for most repair requirements.
Parkway continually reviews the performance of our selected vendors
to ensure that your needs are met. To report a glass claim, you
can call your agent, Parkway Insurance Company at (800) 821-1818
or Diamond Triumph Auto Glass at (877) 419-3514.
If you are in an accident, it is important
to record as much information as possible, at the scene. To assist
you, we have created a Claim Reporting Kit which can be kept in
your glove compartment. These kits were designed to hold the Parkway
Insurance Identification card and contain a helpful brochure for
recording information at the scene of the accident. These kits
are available free of charge. Ask your Parkway agent, or call
(800) 821-1818 and press '0' for the operator.
