FAQs

You’ve got important questions. We’ve got expert answers.

Welcome to the online compilation of virtually everything we know about insurance (which turns out to be quite a lot). But if you can’t find an answer you’re looking for, please reach out.

Payments

How do I make one?

Payments can be made through your local independent agent or via this website. And soon via our mobile app as well.

What types of payment do you take?

We accept EFT, check and credit card transactions (including Visa, Mastercard and American Express). Please be aware that if you have a mortgage, in many instances your provider will submit the payment on your behalf via your monthly payment escrow.

Did my mortgage company pay for my home insurance?

You can easily check out payment status by clicking on Neighbor Log In. And soon you’ll be able to make payments via our mobile app.

My Policy

How do I buy a policy?

The Hearth strongly believes in the value of the independent agent to represent your needs and bring you valuable insight to the insurance purchase. Whether you need advice on your homeowner’s or automobile policy, an experienced independent agent appointed with The Hearth is standing by to provide guidance and affordable coverage for you. In the meantime, you can even get a lightning fast quote and get connected to a local agent right here. Just click on Find an agent.

Can I do a self-inspection of my house?

Yes! The Hearth provides an easy home self-inspection solution for our homeowners (subject to certain requirements). Simply download our app and follow a few simple steps to photograph sections of your home, such as the exterior, air handling units, electrical panel and plumbing. Next, take a short walkthrough video of the main living area. Your photos and videos will be instantly uploaded to The Hearth for review.

What is the timeframe to complete my home’s self-inspection?

You have seven days to complete the home self-inspection. If you are unable to perform the self-inspection, contact your agent and a preferred vendor will complete the inspection for you.

How can I review my policy or print information about it?

Policy information is emailed to you immediately after it’s issued. You can also access your policy declaration page that details key coverage, anytime by clicking on Neighbor Log In. And soon it will be accessible via our mobile app.

How do I make a change to my policy?

You can always make changes to your policy through your local independent agent.

What types of changes to my home should I let you know that could impact my policy?

Many changes can not only increase the value and safety of your home, they can also help save money on your policy. Many improvements to the structure may be eligible for risk eligibility credits (such as wind mitigation, among others). Please contact your agent as you make or consider any of these improvements.

Why doesn't my homeowners policy cover flood?

Flood coverage has not been included in a traditional homeowners’ policy since at least 1968. Flood coverage is available through The Hearth as a separate policy as well as through the National Flood Insurance Program. Please check with your local independent agent.

What is a deductible?

A deductible is an amount you must retain out of pocket before we as an insurance provider will pay for a claim. Deductibles do not typically apply to a third-party claim. For example, with a 2% hurricane deductible, a home insured for $500,000 would require the policy holder to absorb $10,000 of the ground-up loss before we will pay for a claim.

What is Replacement Cost vs. Actual Cash Value?

Replacement cost is the cost to replace the entire home. When you insure your home for its estimated replacement value, we will reimburse you for the cost of rebuilding your home, subject to policy limitations, based on the size and structure of the home that was lost. Replacement cost is not:

  • The market value of the home
  • The home's purchase price
  • The cost of the land
  • The outstanding amount of any mortgage
Actual cash value is computed by subtracting depreciation from replacement cost. The depreciation is calculated by establishing a useful life of the home or item determining what percentage of that life remains. This percentage multiplied by the replacement cost equals the ACV.

What is Ordinance or Law? Do you think I should buy it?

This is an optional coverage in the policy that will pay for improvements to your home to ensure compliance with any recent changes in local ordinances or law should it be required. Talk with your agent about whether it’s worthwhile for you.

What is Windstorm Mitigation?

In Florida, certain features can be added to your home to mitigate potential damage from wind and hurricane events. These include installing hurricane shutters or impact resistant windows, replacing roof material with concrete tiles or metal instead of asphalt shingles, and strapping of roof joists.

Self-inspection Photos

How do I complete the home self-inspection?

Once logged in, the app will walk you through an easy step-by-step process. You will have seven days to complete the home self-inspection.

Is the home self-inspection required?

Yes, the home self-inspection is required.

How long do I have to complete the self-inspection?

You will have seven days to complete the home self-inspection. If you need additional time, please contact your agent.

What if I don’t complete the inspection?

The Hearth will provide three different communications to you regarding the home self-inspection within seven days. However, if you do not complete the self-inspection after our third attempt, your policy may be cancelled for failure to inspect.

Will my agent receive any notifications?

Your agent will receive an email after the second attempt if you have not completed the self-inspection.

What if I am unable to access areas of my home required for my inspection?

You should only complete the parts of the inspection you are able to easily access. For example, if the air conditioner unit is in the attic, you can simply add a comment regarding the location, and bypass the photo requirement.

What photos are required for my Home Self-Inspection?

  1. Exterior Photos – Minimum of four (4) photos of the home including the front, each side and the back of the home.  Exterior photos shall also include pool, hot tub/sauna and pool cage.
  2. Exterior Building Equipment – Photos should include outside A/C unit, pool or sump pumps and fuel tanks (including propane/oil/kerosene/natural gas).
  3. Detached Structures – Photos should include detached garage, shed/bard, treehouse, guest house (mother-in-law suites/pool house), docks/piers/seawalls, fences and/or pools.
  4. Plumbing – Photos of plumbing under sink in kitchen, bathroom and laundry room.  Pipework of plumbing connected to the washing machine.
  5. Electrical Panel – Interior of circuit panel and the manufacturer label.  Please do not remove the panel cover.
  6. Interior Heating and Cooling – Photo of the interior air handler system including ductwork/pipework.  Photo of the manufacturer label.
  7. Water Heater – Photo of the water heater, location of the water heater, top of the water heater including pipework and manufacturer label.
  8. Livestock/Pets – Please include photos of all pets and livestock.

Filing A Claim

How do I file a claim?

Start the claim reporting process by completing an online form or soon by using the mobile app. You can also report a claim by calling 1-833-4THEHEARTH (1-833-484-3432).

How do I contact my adjuster?

You can reach our Claims Department by calling 1-833-4THEHEARTH (1-833-484-3432) or by emailing claims@thehearth.com.

Do you have a preferred provider program?

Yes we do. The Hearth Care program provides a full service network of mitigation, repair and restoration contractors to assist you in your time of need. The Hearth Care team can be reached anytime 24/7 at 1-833-4THEHEARTH (1-833-484-3432).

Should I assign my benefits to a third-party contractor or a water mitigation company?

You should not sign a contract or document with any language you do not fully understand. For example, an Assignment of Benefits (AOB) is an agreement that transfers your insurance claims rights and benefits to another party. If you sign an AOB with a contractor or water mitigation company, you are giving them the authority to file a claim, make repair decisions, collect insurance payments and file a lawsuit without your involvement. You do not need to sign an AOB to process a claim or get your home repaired.

How do I check the status of my claim?

Contacting the Hearth Insurance adjuster assigned to your claim is the best way to check the status.  If you don’t have your adjuster’s contact information, you can reach our Claims Department by calling 1-833-4THEHEARTH (1-833-484-3432) or by emailing claims@thehearth.com.

What happens when you are handling my claim?

Your claim will be assigned to a Hearth Insurance adjuster who will be your primary point of contact throughout the process.  They will contact you the same or next business day to explain the claims process, refer you to emergency service contractors if needed, and answer any questions you may have.  It may be necessary to enlist a field adjuster to assess your damage or assist with the claim investigation.  Your Hearth Insurance adjuster will keep you updated on the status and let you know what is needed to resolve your claim.

Contact

How do I contact you?

For Claims or Policy Questions call us: 1-833-4THEHEARTH (1-833-484-3432)or email us at info@thehearth.com

Corporate Mailing Address:
The Hearth Insurance Group
P.O. Box 261480
Miami, FL 33126

For Payments:
P.O. Box 832327
Richardson, TX 75083-2327

Hurricanes

How do I prepare for a hurricane?

Start early. Do not wait until a storm is in the water to begin preparations.

  • Have a preplanned evacuation route should it be necessary to leave.
  • Reinforce your windows, doors and garage doors to reduce the risk of wind and water entering the home. If possible, move your household items off the ground or take them with you.
  • Always follow your local law enforcement and government instructions.

What do I do after a storm?

  • Check with local law enforcement and government for any specific instructions.
  • Look outside for downed or dangling power lines to report to your power company.
  • Avoid tap water until you are sure it is safe. Bottle water in advance of the storm if possible.
  • Throw away any spoiled or rotten food especially if you have lost power.
If your home has suffered a loss, take the following steps:
  1. Notify us or your insurance agent of damage as soon as possible to start the claim filing process.  If it is safe to do so, take photos or video of the damages at the time of notification.
  2. Make only temporary repairs to prevent further damage, such as placing tarps on damaged roofs or boarding up broken windows. The Hearth has a preferred contractor network of rapid response vendors that can assist with this process.
  3. If possible, do not throw away damaged items until the claims adjuster has reviewed them.
  4. Have your household inventory available for the claims adjuster, complete with photos/videos, receipts and important information such as make and model numbers.

Available Products

What coverages are available?

The Hearth offers a competitive homeowners policy with coverages designed to provide customers with adequate protection in the event of a loss.

COVERAGE SECTION MINIMIUM MAXIMUM
A – Dwelling Property $100,000 $1,500,000
B – Other Structures Property 10% of A 70% of A
C – Personal Property Property 0% of A 70% of A
D – Additional Living Expenses Property 20% of A 20% of A
E – Personal Liability Liability $100,000 $300,000
F – Medical Payments Liability $2,000 $5,000
Property protects against effects of damage to your property. Liability protects you against bodily injury to yourself or others.

We will be launching a renters’ policy shortly. Stay tuned.

What states do you operate in?

The Hearth currently offers coverage in Florida only. We will be launching in additional states shortly.

Financial Security

What is an AM Best Rating?

A.M. Best was founded in 1899 by Alfred M. Best with the mission to report on the financial stability of insurers and the insurance industry. It is the oldest and most widely recognized provider of ratings, financial data and news with an exclusive insurance industry focus. Ratings are issued on approximately 3,400 companies in more than 90 countries worldwide. Best's Credit Ratings are recognized as a benchmark for assessing a rated organization's financial strength as well as the credit quality of its obligations. www.ambest.com

What is The Hearth rated?

The Hearth’s homeowners program is offered by State National Companies, Inc. which is rated ‘A’ (Excellent) by A.M. Best Co.