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You come home one night after a strong thunderstorm and aren’t thinking at all about the weather. That changes when you hear water in your basement upon entering. The sump pump didn’t turn on, and now you have water damage.

It’s probably not what you wanted to come home to, but there’s no need to panic. After all, this is what your homeowners insurance is for. We’re here to walk you through the claim process so you’re prepared to get your home back to normal as soon as possible. Finally, we’ll go over what to expect when your claim is taken care of.

Contact Your Insurance Company

Jason Blevins is a leader on the insurance loss team at Quicken Loans. He says it’s not wise to jump in and immediately start repairing things.

“The first thing you should do when you have any kind of damage to your property is you should contact your insurance provider,” he said. “Give them in-depth information on what exactly happened to your home.”

Let them tell you what to do next. In situations where the damage is likely to worsen without immediate mitigation measures (e.g., a flood or fire), the insurance company will likely tell you to call someone out to take care of it. If this is the case, keep the invoices so you can be reimbursed later on.

It’s really important to listen to your insurance company throughout the process. Not doing so could jeopardize your compensation.

If the damage isn’t likely to get worse, the insurance company will next give you a timeframe for sending an adjuster out.

Damage Evaluation

The first thing your insurance company really needs to do is send an insurance adjuster out to evaluate the damage. They’ll send an itemized list of repairs and the cost of the fix back to the insurance company.

At this point, you may be tempted to hire a public insurance adjuster. After all, the adjuster that was sent out works for the insurance company, so would they really have your best interests in mind?

Blevins doesn’t recommend going this route unless you have a serious dispute and think the insurance company’s adjuster has missed something in evaluating the damages. The reason for this is that a public insurance adjuster gets paid by taking a percentage of your insurance settlement, and you could actually end up getting less after the fee is paid.

The Repair Process

The adjuster has seen the damage, and maybe you even have the check from the insurance company. Now’s the time to strap on the tool belt, right? Unless you’re Bob Vila, the answer is probably no.

In addition to the fact that home repair is a major pain in the neck for most people, Blevins points out another big reason to leave this to the pros:

“Something I would strongly suggest is letting [the insurance company] select the contractor instead of doing the work themselves,” he says. “If you do it through a contractor, your insurance company will sometimes guarantee the work for a certain amount of years, whereas if you do it yourself, they won’t guarantee it.”

You may be confident in your ability to do the work at a high level of quality. However, the fact that the contractor is licensed is a big guarantee for you and your insurance company that the work will be done correctly.

Home Inspection

Depending on the amount of the claim, your mortgage lender may schedule a home inspection. The inspector uses a copy of the adjuster’s report given to the lender as a checklist. This is done for a couple of reasons.

An inspection protects you against work that’s done in a substandard manner. Depending on the size of the claim and the status of your loan, multiple inspections could take place throughout the repair process.

“Inspections from the mortgage company are only to help to make sure that the repairs are up to par and that they don’t see anything that could cause further damage down the road,” Blevins adds. “Inspectors are there to make sure the home is being repaired to the same, if not better than, before the claim.”

The second reason is that the mortgage company has a responsibility to protect its investment and make sure the house will continue to hold its value. This is important to investors in your mortgage, like Fannie Mae, Freddie Mac and the U.S. Department of Housing and Urban Development.

For this reason, your lender may be listed on the checks from the homeowners insurance company and, if so, will need to endorse them. If the work is done in stages with multiple inspections, lenders may give the funds back to you in disbursements rather than all at once.

What to Expect After Your Claim

Depending on the nature and cost of repairing your claim, there’s a possibility that your homeowners insurance costs could go up when the dust settles.

It may not be fun, but your home’s history has an effect on your insurance premiums. It’s not a guarantee that the price of your insurance will go up after a claim, but it’s something you should be prepared for.

For more information on what affects your insurance costs, we’ve put together a list of factors that can drive your premiums up.

Rocket Mortgage® Insurance Claims Process

We’re going to go over the process for our clients to file an insurance claim. Know that there are additional details and guidance if you log into your Rocket Account1 at this link.

In all cases, your insurance provider should be contacted first. They’ll send a professional to your home to determine the amount of damage and how much it will cost to repair. They shared also provide you with a copy of what’s known as a loss or adjuster’s report or settlement agreement. Finally, you’ll get a check for the repairs.

After you get the check, we ask that you sign it and add your loan number to the memo line before sending it back to us at the following address:

Quicken Loans
Attn: Servicing Documents Property Repairs
635 Woodward Ave.
Detroit, MI 48226

After you send it to us, we’ll endorse the check and get it back to you via overnight mail so you can get going on your repairs.

If your claim is greater than $50,000, there are a few more steps to take into consideration.

Again, the process begins with contacting your insurance provider and having them send out an adjuster. For amounts over $50,000, we request that in addition to the signed check and loan number, you send us all pages of your loss report. We’ll also need the following documents from your contractor:

  • Contractor licenses in the states that require them
  • Lien waivers in states that require a lien waiver: Arkansas, Illinois, Missouri, Montana, New Hampshire, North Carolina, Oregon, Texas and Virginia

You can return these documents several ways:

  • Upload documents through your Rocket Mortgage®
  • Email them to ServicingHelp@QuickenLoans.com.
  • Send a fax to (877) 382-6522.
  • Send them through the mail to the above address.

When we receive your signed check and insurance loss report, we’ll overnight you a check for $50,000 so you can get started on repairs. In order to receive additional funds, we’ll need the documentation from your contractor.

We’ll send you monthly progress surveys and when you’re ready, we’ll schedule a free progress inspection. You may also respond to the survey by calling (866) 947-8425.

Once progress is verified, more funds will be disbursed. Depending on the size of the repair, you might have a couple of progress and inspections.

If you’re 30 or more days behind on your mortgage payment or your home has been deemed a total loss, give us a call at (888) 980-8022 for instructions on what to do in your situation.

I hope you don’t have to put in a homeowners claim anytime soon, but if you do, now you’re prepared. If you have any questions, leave them for us in the comments.

1 Rocket Account is your account created in connection with Rocket Mortgage®, Rocket Loans®, Rocket Homes® or Rocket HQSM. Quicken Loans, Rocket Homes Real Estate LLC, Rocket Loans® and Rocket HQSM are separate operating subsidiaries of Rock Holdings Inc. Each company is a separate legal entity operated and managed through its own management and governance structure as required by its state of incorporation, and applicable legal and regulatory requirements.

This Post Has 64 Comments

  1. Hello,
    Our home insurance sent us a check that will need to be endorsed by Quicken Loans & us (b/c we have water damage in our home). The amount is under $15K. Please advise!
    Thanks!!

    1. Good morning, E and A:

      There is information on how to file your claim in the post above, but I’m going to get this to our Client Relations team to walk you through the process and answer any questions you may have. Thanks!

  2. Why don’t post the information on your website instead of telling everybody that you will tell Client Relations. There are a lot of unhappy clients in the same situation. It is not fun having to process a claim, getting a check, and have to send it back to have it endorsed. This is a check for thousands of dollars already endorsed, and ready for someone to steal it. There is something wrong with your system. The least you can do is have the insurance send you the check, endorse it, and send it to the client. More headaches for your clients that have the house upside down and dealing with something unfamiliar. Not happy about it!!!

    1. Hi Rosana:

      I certainly understand your point. In order to handle your immediate issue, I’m going to get this to our team so we can get your claims process moving forward. In the meantime, I’m sending your feedback to our team to see if there are opportunities for process improvement or clarity in communication. Thank you for reaching out!

  3. I hope this helps anyone that’s searching the info. I couldn’t find it myself so I’m putting it on here. If you have a claim and need to get the check (50,000.00 or less)endorse by Quicken Loans and you are ahead or up to date on your mortgage you can send it to
    Quicken Loans ATTN: property repair team 635 Woodward Ave Detroit MI 48226
    INCLUDE YOUR LOAN NUMBER ON THE CHECK!!
    I was told they will overnight it back.

    If you are behind on mortgage payment call this number (800) 508-0944 and listen to the prompt messages or speak to someone.

    1. Hi Yajaira:

      We’ve gone ahead and updated our post. Thanks for bringing this up and giving us the chance to be better! Have a great night!

  4. I have a check from my insurance to replace my kitchen due to water damage. I can’t find information online. You online bot Liv doesn’t have any details and tells me to call. I call and it says just mail us the check. I email and get a response with questions. I respond and am almost a week in from my first email. Meanwhile I have no kitchen. What is the process and why is it such a secret?

    Thanks,
    Kristin Velasquez

    1. Hi Kristin:

      It’s not meant to be a secret so much as the process depends heavily on the amount of the claim because the requirements placed on us by mortgage investors can be different. That said, I’m sorry you’ve had this experience. I’m going to get it to our Client Relations team to make sure we get you taken care of.

    1. Hi Chester:

      The process depends on factors such as the claim amount. I’m going to get this to our Client Relations team to reach out about next steps!

  5. I just received a check from USAA to have my roof replaced and need to have Quicken loans to endorse the check. Where do I send the check?

  6. Hello, I have an insurance check that needs to be sent to Quicken for endorsement, in order for our roof to be repaired. What is the address and procedure for check endorsement? Thanks, Leigh

  7. I haver a check from insurance company I need to send it to Quicken. I need the file that explains your process once we receive a check and need to send it to you for endorsement and returned to the homeowner.

    1. Hi Allen:

      There’s no one file because the process depends on the amount of the claim. I’m going to get this over to our team. Thanks for reaching out!

    1. Hi April:

      Depending on the size of the claim, there are a few things we have to do in order to help you with that. I’m going to get this to our team to reach out to you about next steps. Thanks!

  8. I am a contractor and need to submit documents in order for QL to release funds to the homeowner for whom we completed the work. What is the address of your loss drafts department, please? Thank you!

    1. Hi Lisa:

      I’ll get this to our team to get in touch with you about appropriate next steps. Have a great day!

  9. I have sent to Quicken Loans Property Repairs the check issued by my insurance company to be endorsed by Quicken Loans. Sent it certified mail . I cant find a phone # to call and I havent heard or had any response The repairs have no been done but will be done this week. When might I hear something?

  10. I need the address to send a check in order for it to be endorsed in order to pay contractors to repair my roof.

    1. Hi Jim:

      I’m going to get this to our team and someone will be in touch with next steps. Have a good day!

  11. I had my roof repaired on 03/02/2020. I sent the endorsed check, as I was directed to do, to Quicken loans to sign. I’ve left two messages, as I have not heard back, nor have I received the check. The work has been completed and State Farm has issued the final check. This is almost a month that Quicken has had my check and has not released it back to me. I just got divorced and am having to refinance my house, but need that to pay the workers for their completed job. Their company has also inquired about this issue, as they have never had a mortgage company hold on to a check for this extended amount of time. How can I get this fixed ASAP. I need to know where the check is before I send another one to them.
    thanks for any help you can provide.

    1. Hi Shanna:

      I’m going to get this to our team to provide you an update. Thanks for reaching out! We’ll get you taken care of

  12. Hello,
    I have filed a claim with State Farm and it shows that the check has already been sent out. I have a contracting company waiting for the check before starting the work. I don’t see any clear process on this site to have the check cosigned, also I noticed there is a partnership with State Farm, will this expedite this process?

  13. I would also like to know where to send an insurance check for endorsement. Thanks your your time in response.

    1. Hi Bryan:

      I’m going to get this to our team to look up your file and make sure we get you taken care of. Thanks for reaching out!

    2. I got the information from one of your associate today and I have misplace it to where to send an insurance check for endorsement. Thanks

      1. Hello Haywood,

        I emailed you about getting you in touch with our team to help you with the right information.

        Thank you.

  14. How can I expedite getting a Quiken Loans endorsement on my Safeco Insrance Claims payment check. The job will be completed soon .

    1. Hi Jeanne:

      Thanks for reaching out! I’m going to get this directly over to our Client Relations team who can reach out to go over the process. Have a good day!

  15. We have a check from our insurance company resulting from a claims settlement. We need Quicken to endorse the check so we can get the money to begin repairs. Please provide the info I will need to get it to you and endorsed.
    I know from my insurance claim person that we need an 1. ADDRESS to send the check to & we need to know whose 2. ATTENTION to put it to.
    If there is ANY OTHER PERTINENT INFORMATION WE NEED TO KNOW, PLEASE ADVISE US. Thank you.

    1. Hi Joanne and Jerry:

      I’m going to get this over to our Client Relations team to get you the proper information so you can move forward. Thanks and have a good day!

  16. I have a check from my insurance company resulting from a claims settlement. I need Quicken to endorse the check so I can get the money to begin repairs. Please provide the info I will need to get it to you and endorsed. Thank you.

    1. Hi Michael:

      I’m going to get this over to our client relations team so we can be sure to gain the information you need. Thank you very much!

  17. I noticed the 800 number above to reach Quicken loans but is there a direct line to reach the claim Servicing Docs & Repair Property department? I talked with someone today and got the instruction they we needed to send our insurance check to you guys endorsed. Seems risky to mail a endorsed check and so I wanted to ask if we should include on the back “for deposit only”.

  18. My tracking receipt indicates Quicken received my endorsed check , adjuster’s report, and certificate of completin on 03/27 at 10: 47 AM.

    Please confirm. I received a call from a representitive today following the voice mail I left yesterday and was told that there was no record of having received my claim and check information.

    1. Hi Robert:

      I’m going to get this to our client relations team to look into this for you and make sure we get everything taken care of. Thanks for reaching out!

      Kevin

  19. Please provide me with the correct mailing address for Quicken Loan Mortgage, inc, , Department of Loss & Claims . I have a two-signature check that requires the signature of Quicken Loans® Mortgage and me; sending first to QL. When check is signed off and
    returned to my mailing address I will be able to deposit the check … These instructions were provided by The Travelers Insurance Company — please follow up with the needed address to process this claim settlement.

    1. Hi Alma:

      Sorry for the delayed response. I’ve hidden your other comment so your personal information isn’t public. I’m going to have someone reach out to you about this as soon as possible in the morning.

      Thanks,
      Kevin Graham

  20. My bank took the check the insurance comp issue to repsir my home and they would not release it to me to psy people’s did eork to repsir my work from damages and still have work to be done , they kept the whole amount and i,m going to be suid by not psying to contractors, i had line of credit with the bank and always paid my bills on time and know they would not release my payment from the insurance comp to pay other. What i should do, even now we have another huragaine and i may have more dameges. Please helpwould i need atterney

    1. Hi Ada:

      I’m sorry to hear you’re in the hurricane zone right now. You’re in our thoughts. That’s a difficult situation.

      Usually, what happens with major homeowners insurance claims is that your mortgage company has to verify the home is going to be worth as much as it was when it was damaged. With that in mind, they sometimes have the work completed in stages and have multiple appraisals done. The check isn’t released until the work on the first stage is completed to their satisfaction. I would talk to the lender and see why they won’t release the check, but that’s my guess. There has to be a reappraisal.

      Thanks,
      Kevin Graham

  21. I had some storm damage to my home. I should get a check this week that I need endorsed.Can you please reach out to me and let me know the process.

    1. Hi Jeff:

      I’m going to get this over to our Client Relations team and have someone reach out so we can get that rebuild process going for you. Someone should be reaching out soon.

      Thanks,
      Kevin Graham

  22. I am experiencing similar difficulties with getting a check for home improvement. Its great that Kevin Graham answered these complaints, but When are you going to do something about it? Apologies are great, but do nothing.

    1. Hi Pat:

      Our Client Relations team does work very hard to resolve each and every client issue that comes our way. With that being said, because of the nature of client issues, we don’t comment publicly on the resolution in order to protect the privacy of our clients. I’m going to forward this to the team to look into this for you and get things turned around.

      Thanks,
      Kevin Graham

  23. Filed a claim on damage to our house…supposed to send the check to quicken to have it endorsed…can’t seem to find a phone number to call on your website….seems strange that except for this email box, there is no very clear phone number to call,,,,,!!!!!!
    Help!

    1. Hi Steve:

      Thanks for reaching out! I’m going to pass this along to our client relations team to have someone reach out to you directly about this. That being said, in the future, feel free to call (800) 863-4332. We’d be happy to take care of you.

      Thanks,
      Kevin Graham

  24. I had damage to our home. I had an insurance adjuster do inspection. I have a check that needs to be endorsed so that I can start repairs. I have been trying for one week to get someone from quicken loans to tell me how to get the check endorsed. After many hours on hold and waiting for someone from insurance department team to call me back. I am frustrated. Previous interactions with your company had been positive. However this is making me rethink our decision to go with quicken loans, and I will find it difficult to recommend your company in the future. Please email instructions so that we can make direct contact with someone who can actually explain your process.

    1. Hi Chad:

      I’m very sorry you’re having this experience with us. I’m going to make sure we get someone in contact with you about your home insurance check so that we can get things back to normal for you as quickly as possible. Thanks for making us aware of this and giving us the opportunity to turn it around.

      Thanks,
      Kevin Graham

  25. If you file an insurance claim due to Hurricane Matthew, and paid our deductible, can you deduct your insurance deductible paid on your income taxes?

    1. Hi David:

      With tax questions, we really recommend going to a professional accountant or tax preparer because everyone’s situation is different.

      Thanks,
      Kevin Graham

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