Who should I contact if I have a complaint?
Our focus is on getting you the right coverage and maintaining a good relationship with you. If something does go wrong, we work hard to make it right as quickly as possible. To make a complaint you can fill in our online contact form. We will then get in touch by phone or email as soon as possible.
You can also call us at (888) 826-0005 or write to us at the address below.
Customer Service
East Insurance Group LLC
2833 Smith Ave #142
Baltimore, MD
21209
Where is my insurance certificate?
The employers’ liability certificate is the only certificate that you need to display by law. We don’t automatically provide certificates for other policies such as public liability and professional indemnity, although your policy schedule contains information on your levels of cover.
I’ve asked to be called back. When will you call me?
We aim to contact you within 15 minutes of your request. Calls are made during our office hours which are 9am – 5pm Monday to Friday.
If you do not hear back from us and your insurance needs are urgent, contact us by using the contact form here or call us at 844-429-2959
Why don’t you offer online quotes?
Online quotes are highly inaccurate and only serve to help the agency. They often lead to clients getting the wrong coverage, often paying more and being classified in the wrong categories.
Every policy is different and every policy deserves the human touch from the start. We appreciate that this can be frustrating, but we are committed to quoting customers for the right coverage and sometimes this can’t be done instantly.
How do I make a claim?
Please tell us about your claim as soon as possible. The easiest way to do this is to give us a call and we will do everything we can to make this situation as painless as possible.
It’s imperative you give us as much information as you can as this will speed up your claim.
The claims handler will get back to you when we’ve looked at your completed form. You can also call your claims telephone number, which you can find under your policy details in your online account. This is a different phone number, specifically for making a claim, to make the process as quick as possible.
What will I need to provide when I make a claim?
This depends on the type of claim that you’re making. If your claim relates to property, we will usually ask for proof of purchase such as a receipt or photograph. If the incident involves theft or criminal damage, you should tell the police straight away and pass the police crime reference number on to us.
If you don’t have or can’t find the information that we ask for, we will always try to offer an alternative. For instance, if you no longer have the receipts for a stolen item, you may be asked to provide photographs of the items or the original boxes that they came in.
When you make a claim we will run through the specific information that we need. If you don’t have this at hand, don’t worry. You can either send it to us or we can arrange a suitable time to contact you again.
If I make a claim, how will it affect my next renewal?
If you’ve made a claim and need to renew your policy, give us a call. Depending on the circumstances the claim may increase your premium but we will work with you to get the best outcome.
Please visit also our privacy policy page for more information.
How long will the claim take to process?
Times vary depending on the type and level of claim, and your claims handler should be able to keep you up-to-date. However, as the claimant, there are certain things you should do when you’re in the process of making a claim, some of which may help to speed the process up. These include:
- Making contact with our claims team as soon as possible. They will give full guidance on the process, and your claims handler will keep you updated on progress and timescales.
- Making your property safe and secure to stop further damage, loss, or injury.
- Taking photos of damaged items and keeping the items where possible. Make sure you submit them as part of the notification.
- Providing good supporting evidence and documentation in support of a claim. This may include original invoices for lost or stolen items, and estimates for repair or replacement of damaged goods and building work.
- If our claims team appoints a loss adjuster, working with them closely. Please have evidence and paperwork on hand to discuss with them directly.
