/ Claims

We’ll initiate your claim payment when your inspection report has been completed. Whenever possible, we’ll initiate the digital claim payment process using ClaimsPay® when your claim has been reviewed in-house or at the time of your on-site inspection. However, depending on the extent of the damage additional information may be required to complete the inspection report. If we are unable to provide the inspection and payment on the stop, we’ll contact you within 7 business days to discuss the next steps.

Tower Hill’s partnership with One, Inc. to provide you with access to a digital option for claim payments via direct deposit, PayPal, or Venmo. If your claim is eligible for the ClaimsPay® digital payment option, you’ll receive an email directly from One, Inc. Using your mobile or desktop device, you can quickly and easily approve the payment amount and select the electronic funds transfer (EFT) method you prefer. Printed checks sent by USPS mail are also an option for all claim payments; not all claims are eligible for ClaimsPay®.

Your claim status is available on the Tower Hill Mobile App and your Customer Portal account. Access your policy details 24/7 – including filing a claim or tracking its status – using the Tower Hill Mobile App or your Customer Portal account. With any questions, please contact our Customer Care Center Monday through Friday at 800.342.3407.

It is recommended that you report hurricane damage to Tower Hill as it occurs. The hurricane deductible is an aggregate amount and only applied once during a calendar year. No matter how many storms damage your home in one calendar year (January - December), you are only responsible for the deductible once between January and December of the same year. After you have met your hurricane deductible for a calendar year, the All Other Perils (AOP) deductible will apply for each subsequent loss.

Please call your claim adjuster for assistance. We’re here to help! If you’re unable to live in your home due to storm damage or during the repair process, please contact your claim adjuster. Based on the terms of your insurance policy, your adjuster can explain your Additional Living Expenses (ALE) options for covering the cost of alternate housing and other expenses. We can also refer you to a relocation service. Please be sure to keep your receipts for costs that make be eligible for ALE reimbursements.