THE MAIN STREET AMERICA GROUP
WOW!
CLAIM SERVICE
restoring
quality of life
With roots dating back to 1923, The Main Street America Group
currently insures individuals, families and small businesses from Maine
to Florida through four carriers: NGM Insurance Company, Old Dominion
Insurance Company, Main Street America Assurance Company and
MSA Insurance Company.
Based in Jacksonville, Fla., Main Street America offers a wide range of
commercial and personal insurance, and surety products. We have
been rated “A” (Excellent) by A.M. Best, the insurance industry’s premier
rating organization, in recognition of our financial strength.
Delivering
WOW!
CLAIM SERVICE One-Stop Claims Reporting:
(877) 4CLAIMS (877-425-2467)
At The Main Street America Group, we know
that claims service is where an insurance carrier When your customer suffers a loss, we understand the
can help you shine. By delivering fast, efficient need for immediate assistance. We offer centralized claim
and personal service to your customers when reporting through our Claims Customer Care Unit (CCU),
which can be reached 24/7, toll free at (877) 4CLAIMS
they suffer a loss, we restore their quality of life
(425-2467) or via fax at (877) 282-3844. Our representatives
and support your relationship with them.
are available from 8 a.m. to 7:30 p.m. Eastern Time,
Monday through Friday. A third-party service handles all calls
We call this our WOW! Claim Service and it outside of these hours and on weekends and holidays.
describes a level of service that not just satisfies
you and your customers, but sets an industry When a loss is reported, a CCU customer service
standard for excellence. representative will request detailed claim information,
enter it into our claims system and assign the claim to
the appropriate adjuster. An acknowledgement of the
claim is posted to the “Agents Only” section of our Web
site, msagroup.com.
Our service representatives are trained to answer most
questions regarding the status of an existing claim. Other
questions will be immediately referred to the adjuster.
Claims Status Inquiries
To learn the status of a claim, you can contact the CCU
or visit the “Claims” section of our Agents Only site.
Options for Settling Claims
There are several options for claim settlement: Main Street
America can issue a check directly to your customer, or at If there is subrogation potential on the loss, the ICS
the time of the loss report, you can request notification of program should not be used and the claim should be
payment so your agency can issue a check. We also offer referred to the CCU. Additionally, ICS is not available
our Immediate Customer Service (ICS) program, which is for these claims categories:
described below. • Glass
• Bodily injury or medical payment
Immediate Customer Service Program • Third-party liability
Our ICS program is an example of how we make it as • Losses of agency principals, employees or relatives
easy as possible for you to do business with Main Street • Homeowner fire and theft losses over $2,500
America. Through the program, you can deliver payment
• Auto total losses
directly to your customers for first-party property losses
on both Personal Lines and Commercial Lines policies • Workers’ compensation
up to a limit of $2,500. • Environmental
• Business interruption
Following is the process for providing policyholder
payment for a loss through ICS: • Questionable coverage or potential fraud
• Explain all applicable coverages to your customer. • Hit and run
• Request an estimate of damages and the receipts. • Deer hits
• Apply the deductible. If you have any questions regarding whether or not
• Apply depreciation, if applicable. a claim qualifies for ICS, please contact the CCU.
• Issue payment on your agency check.
• Fax the ICS form and all supporting documents
such as estimates to the CCU for processing at
(877) 282-3844. (In the explanation section of the
form, please note that all coverages have been
explained, including rental.)
A Special Program
for Glass Claims
For your customers’ convenience, Main Street America
offers a special glass claims program for auto glass
repairs, Express Glass Connection, which is administered
When There is a Total Loss
by a third-party vendor, Safelite. A vehicle is considered a total loss when the cost of
repairs and salvage value equals or exceeds its actual
The Express Glass Connection offers a choice of more cash value (ACV). When a vehicle is determined to be a
than 10,000 glass repair shops to ensure there is a total loss, it is immediately referred to a total loss specialist,
location near where your customers reside. Moreover, who has the expertise to evaluate and negotiate a resolution
Express Glass Connection will make repair and payment to the claim.
arrangements for them and handle the processing
through Safelite, which means there is no paperwork We value the loss using the National Automotive Dealers
for your customers! Association (NADA) guidebook, and ADP and CCC
Information Services to value vehicles that fall outside
Main Street America also automatically offers extra the normal process or require a market survey.
protection at no cost when your customer uses Express
Glass shops through an extended lifetime warranty program. Occasionally, due to a vehicle’s age, condition or uniqueness,
we will use Kelley Blue Book and the Cars of Particular
Our process for reporting glass claims is: Interest (CPI) guide to determine the value of the total
• Call Express Glass Connection toll free at loss vehicle.
(800) 887-5944, seven days a week, 24 hours a day.
• The claim will be processed with the appropriate
discount. If a glass repair shop sends an invoice
directly to Main Street America, we will forward
it to Safelite for processing.
• We will pay the first invoice from the glass repair shop
and explain our discount schedule. Any subsequent
invoices will have the appropriate discount applied.
Express Glass Connection should not be used on claims
in which your customer has paid out-of-pocket for a
repair. These claims must be reported through the CCU.
Using Aftermarket Parts Contacts and
The use of quality aftermarket parts is essential in controlling Communication
the cost of auto repairs. With the exception of bumpers,
Main Street America requires use of an aftermarket part If you have any questions regarding a claim, please contact
after the original equipment manufacturer (OEM) warranty has our CCU toll free at (877) 4CLAIMS (877-425-2467) or
expired, which is generally after three years or 36,000 miles. refer to the enclosed emergency contact list.
We also require that metal components used in repairs, Also included in this brochure is a sample of our
such as hoods and fenders, be certified by the Certified Report-A-Claim card, which is a handy reference guide
Automotive Parts Association (CAPA) for fit, finish and for policyholders. These can be ordered online in the
corrosion protection. CAPA-certified parts consistently Agents Only section of our Web site, msagroup.com,
meet or exceed the quality of OEM parts and offer a under “Supply Ordering.”
lifetime warranty.
Our policy regarding the use of aftermarket parts
also stipulates:
• Aftermarket bumpers and related components will be
used after two model years and 20,000+ miles.
• Aftermarket mechanical parts including, but not limited
to, radiators, air conditioning condensers, struts,
shocks and exhausts will be used on vehicles three
model years or older and/or after 36,000 miles.
• Aftermarket parts may be substituted for OEM parts
when there is pre-existing damage or wear and tear,
and betterment/depreciation will be taken. This will be
done with the owner’s consent.
• If, for any reason, an aftermarket part is found to be
of poor quality, an OEM part will be allowed.
• Main Street America conforms to all federal and state
regulations for aftermarket parts usage.
msagroup.com 40-8266 (1/07)
WOW!
CLAIM SERVICE
Report-A-Claim
call toll free (877) 4CL AIMS
(877-425-2467)
Fax (877) 282-3844
WOW!
CLAIM SERVICE
If you have an auto glass loss, call
MSA Express Glass Connection:
call toll free (800) 887-5944
WOW!
CLAIM SERVICE
Main Street America Claims Contact Information
If you have any questions regarding a Main Street America claim, please contact the Customer Care Unit or
the adjuster assigned to the claim. For emergency purposes, additional contacts are on the back of this page
according to assigned states.
CUSTOMER CARE UNIT
All Loss Notices and General Inquiries
Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . (877) 4CLAIMS or (877) 425-2467
First Notice of Loss Fax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . (877) 282-3844
Total Loss Fax Only . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . (508) 832-2663
Peg Charette, Customer Care Manager
Phone: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . (877) 425-2467, ext. 416
E-mail: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . CharettP@msagroup.com
Dianne Shea, Customer Care Supervisor
Phone: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . (877) 425-2467, ext. 134
E-mail: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . SheaD@msagroup.com
Glass Claims
Safelite Express Glass Connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . (800) 887-5944
George Rivett, Glass Program Coordinator
Phone: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . (877) 425-2467, ext. 192
E-mail: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . RivettG@msagroup.com
Continued on back…
Emergency Contacts
Deb Pospiel, Field Director
Territory: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Mass.
Phone: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . (877) 425-2467, ext. 200
Cell: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . (508) 789-9185
Fax: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . (800) 606-7992
E-mail: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . PospielD@msagroup.com
Alice Moriarty, Field Director
Territory: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Conn., Maine, N.H., R.I., Vt.
Phone: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . (877) 425-2467, ext. 242
Cell: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . (508) 864-6477
Fax: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . (800) 606-7992
E-mail: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . MoriartA@msagroup.com
Jeff Price, Field Director
Territory: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Del., Fla., Ga., Md., N.C., S.C., Tenn., Va.
Phone: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . (800) 346-3861, ext. 112
Cell: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . (804) 347-3569
Fax: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . (888) 646-1005
E-mail: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . PriceJ@msagroup.com
Paul Cullinan, Field Director
Territory: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Penn.
Phone: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . (800) 962-5515, ext. 1459
Cell: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . (315) 256-3230
Fax: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . (877) 444-2329
E-mail: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . CullinaP@msagroup.com
Marilyn Nelson, Field Director
Territory: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . N.Y.
Phone: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . (800) 962-5515, ext. 1450
Cell: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . (315) 481-1946
Fax: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . (877) 444-2329
E-mail: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . NelsonM@msagroup.com
Mike Lancashire, Vice President, Claims, Corporate Office
Phone: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . (800) 226-0875, ext. 377
Cell: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . (904) 651-9921
Fax: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . (877) 777-2332
E-mail: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . LancashM@msagroup.com
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