Making a home insurance claim

Our Claims Professionals are here to help, 24/7.

Start a Claim

Step-by-step: How to file a home insurance claim

Step 1. Log into your Sonnet account

Log into your Sonnet account. This will ensure easy access to your policy number and the coverage details of your home insurance policy.

Step 2. Report your claim online or over the phone

To report your claim online:

The online claim reporting process is easy to follow. Just fill out the required information, step by step. A Claims Professional is available to you via chat during business hours (Monday to Friday, 8 a.m. to 8 p.m. ET) if you have any questions.

Once you’ve submitted your claim, it will be reviewed and a Claims Professional will contact you with any next steps.

Find out more about how to submit a claim online.

To report your claim over the phone:

Call 1-844-766-6384. Be sure to listen and follow the prompts – this helps us properly direct your call and saves you time. Unless your claim is an emergency, it’s best to call during business hours (Monday to Friday, 8 a.m. to 8 p.m. ET).

Many claims can be settled with just a phone call or two. If your claim is more complex, we’ll put you in touch with one of our dedicated Claims Professionals with the right experience to help you.

Step 3. Work with a Claims Professional

We’ll work closely with you to collect all of the information needed. Once we’ve determined that you’re eligible to make a claim, your Claims Professional will walk you through the next steps. You’ll be well-informed of your coverage, the options available to you and how to get repairs started as soon as possible.

Step 4. Settling your claim

When it comes to your settlement, the method of payment will be determined by your coverage and the type of claim. Your Claims Professional will explain how you'll be paid out, and if and how your deductible will be applied.

What you need to know

Before filing your home claim, here are a few things you should know or have on hand.

  • Documentation. When you report a claim, you should have these things at the ready to help the claims process move quickly:
    • Your policy number
    • Information needed to file the claim (date, time, incident details, etc.)
    • Reference documents (policy, receipts, photos of damage, police report, etc.)
  • Loss mitigation. Don’t let a situation go from bad to worse. It’s your responsibility to take reasonable steps to prevent further harm or loss to your property in the event of a claim. Depending on your claim, some common-sense steps include:
    • Having an emergency services vendor come to your home to help clean up
    • Removing fallen trees/branches from your home, if it’s safe
    • Moving undamaged items out of harm’s way
    • Covering damaged area(s) with tarps or wood to prevent further damage
    • Turning off your water or stopping a leak
  • Proof of ownership. If your belongings have been lost or damaged, you’ll need documentation for each item so you can be properly compensated. Here are some of the ways you can prove ownership:
    • Original receipt or electronic copy
    • Certificates, evaluations, appraisals
    • Photographs of items

Express claims

Filing a home insurance claim is stressful, which is why we work to get you back to good as quickly as possible. Our express claims process guarantees prompt and friendly service – from start to finish – using our in-house property appraisers.

Emergency work

If your house requires emergency services to stabilize your property and prevent further damage, we’ll send one of our emergency services vendors to assist you. Our partners meet a rigorous accreditation process and all of the work done as part of your home insurance claim is guaranteed for 2 years.

In-house appraiser

After emergency work has been completed, we’ll assess the remaining work required. One of our specialists can complete a repair estimate based on photos you provide or will contact you if more information is needed. Then, you’ll work with your Claims Professional to decide on a repair and settlement option.

Repair and settlement

As the property owner, it’s up to you to decide who will complete the repairs to your home. You can take a cash settlement and complete repairs on your own, or you can use your own contractor based on the appraiser’s estimate. You can also proceed with repairs using one of our certified partners.

“From the moment we joined Sonnet, we felt protected. We were fully covered for damages to our vehicle and couldn’t be happier with the repair outcome. The process was a breeze!” “We recently made a claim and they were FANTASTIC to deal with. Great job Sonnet!” “I was initially nervous about dealing with my first ever insurance claim, but the team at Sonnet made things very simple and painless.”

Looking for more information about our home claims process?

Your Claims Professional will guide you through the process and answer all your questions, but here are a few of the most common things people want to know.

How does a claim impact my home insurance premium upon renewal?

Just as your premium is based on information that’s unique to you and your home, so is a claim. Your premium could be impacted, but it depends on various factors.

The amount your premium could increase is determined by things like the number of claims you’ve had in recent years. For example, if you’ve had several claims in the last five years, it’s likely you’ll see a larger premium increase than if you’ve been relatively claim-free.

If you’ve never had a claim (or it’s been a long time since you did), you might be eligible for first-claim forgiveness. With this benefit, you won’t be rated on your first claim, so it won’t impact your premium. (Remember though, your premium can be impacted by other things as well.)

How is the amount of my claim determined?

A great question. To start, one of our Claims Professionals works closely with you, going through all the details of the loss and researching the cost to repair or replace any of your damaged property. We may even bring in an expert to help us assess the damage. Then they review your policy to determine how much of your claim can be paid based on your coverage. And if for some reason your loss isn’t covered, we make sure you understand why.

Your home policy. If your home has been damaged as a result of a loss that's covered in your policy, we may call on one of our certified partners to help us assess the damages.

Your auto policy. We'll have the damage to your vehicle assessed by a licensed appraiser or certified body shop to determine whether or not it can be repaired. If the vehicle is repairable, it will be repaired based on the approved estimate. If it's not repairable, we'll give you the Actual Cash Value.

How do I submit my claim online?

Here’s how to report your claim online with Sonnet.

Heads up! Before you start to submit your claim, you’ll need to have certain information handy. This includes:

  • Details and notes from the incident
  • Documentation such as bills or receipts (for ambulance or fire truck costs, medical expenses, cleaning services, etc.)
  • Contact information for everyone involved

To submit a digital claim:

1. Start your claim.

Click the "Start a digital claim" button.

2. Tell us when it happened.

Enter the date and time the incident occurred, as accurately as possible. If you weren’t around at the time of the incident, you can enter the time it was discovered.

3. Tell us what property or vehicle was impacted.

We’ll provide you with a list of vehicles and/or properties you have insured with us. Select the one that was impacted.

Note: There will also be options to select if you have injuries caused by a vehicle that was not yours (as a pedestrian or cyclist), or if your property was damaged or lost in a location outside of your home.

4. Enter your contact information.

You will then be asked to enter contact information so we can get in touch with you after you submit your claim. You’re also allowed to add another person as an additional contact to receive your claim details and help you if you need assistance.

Heads up! If you’re reporting a property claim and need emergency repairs, you’ll select your emergency services vendor during this step.

5. Tell us what happened.

Be as accurate as possible. Depending on the nature and complexity of your claim, we’ll ask about the people involved, any injuries to yourself or others, and the damages to your vehicle or home. This is also where you’ll upload any documents or photos you’d like to submit. The process may take five to ten minutes.

6. Review your claim.

Carefully review the information you entered. If you need to change anything, click “Edit” beside the section you wish to change.

7. Select your service and/or Certified repair shop for your car (if applicable).

This is where you can select a certified repair shop for your car from our list of quality vendors. If you’re eligible, you may also be asked to set up your rental car service or request an Uber voucher.

8. Submit your claim.

Whether it was through a live chat or directly via the online reporting form, after your claim is submitted it’s sent to a priority queue of digital Claims Professionals. An adjuster will review the details and call you within one business day. You can share additional details and pictures, or clarify any new information with this adjuster. They’ll also be able to answer any of your questions and tell you all you need to know about the next steps, what's needed from you, and what Sonnet will do to handle your claim.

We know claims can be stressful – and we’re here for you. Remember, you can always chat with one of our dedicated Claims Professionals if you have any questions. To do so, make sure you log into your account first.

How to get an emergency services vendor for urgent repairs

What do you do when your home’s been damaged by water or fire – or a huge tree branch has fallen through it? What if you have no place to cook or sleep? Sometimes an event will happen where your home will be unsafe, or even unlivable.

In a situation like this, you might need someone to come help clean up right away to prevent further damage. That’s why we have emergency services vendors available to you. And, you can request this service directly during the online claim reporting process.

Important note: The priority of our emergency services vendors is to stabilize your property and prevent further damage. Depending on your claim, this may include protecting undamaged property and belongings. It could also involve removing standing water and other damaged materials like carpet or drywall.

Here’s how to request your vendor:

  1. Log in to your Sonnet account.
  2. Select Make a digital claim. Start filling out your online home insurance claim report.
  3. After entering your contact information, we’ll ask if you require an emergency services vendor.
  4. If it’s during business hours (Monday to Friday 8 a.m. to 8 p.m.): Type Claims help in the chat to connect with a live agent during business hours. We will connect you with a Claims Professional who will schedule a vendor to assist you.

If it’s after business hours: We’ll give you the contact number to report your claim to our after-hours service. They will help arrange a vendor so you can get help, fast.

What information do I need to provide when reporting a claim?

At Sonnet, you can report your claim online or over the phone. We want you to get the help you need as quickly as possible. That’s why the more information you can give us up front, the better.

Before submitting your claim, make sure you’re familiar with the coverages you have on your policy. To view your policy, log into your account and click "My Policies" on the dashboard, and then click on the policy you want to view. See if you have coverage for the specific loss or event and check if there are any exclusions that aren’t covered.

You should have the following information handy (if applicable) when you’re reporting your claim:

  • Your policy number (phone claims only – you won’t require this if you’re reporting your claim online)
  • Photos
  • Police reports
  • Correspondence relating to the claimed event
  • Names and contacts of any service providers you used to assist you
  • Invoices for any out-of-pocket expenses
  • Receipts for lost or damaged items
  • Contact information, namely phone numbers where you can be reached
How long will it take to settle my claim?

You want your claim settled as quickly as possible – so do we! How long that takes depends on how severe or complex the loss is, whether or not you need a rental car or clean up service, and other steps that could be involved in your claim. Some claims can be wrapped up in a single phone call. Others might require us to bring in other claims experts.

You can speed things up by providing any necessary details or documents associated with the claim as quickly as possible.

Did you know? Reporting your claim online can speed things up! Some things like booking a rental car or choosing a repair shop can be done directly during the online reporting process. This will save you time and get you back up and running more quickly! After you submit your online claim, a Claims Professional will call you in approximately one business day to discuss your claim and proceed with the next steps.

What does “Actual Cash Value” mean?

Actual Cash Value refers to the replacement cost for an item that’s in similar condition to yours at the time of loss. For instance, if you had a bicycle that was 10 years old, we’d price it based on its age and used condition. The value of the item is reduced because of normal wear and tear over time.