Claims Questions and Answer’s
“Need Help with a Claim? We’ve Got You Covered!”
Find answers to common questions about the Claims Questions and Answer’s process, required documentation, and how to get assistance quickly. At SafeRoad Pro, we’re committed to making your claims experience smooth and hassle-free.
How are claims handled in the USA and Canada?
Unlike claims handling in Mexico, in these countries, the presence of an adjuster is NOT necessary; the police are the ones who act as adjusters, determining responsibilities. Once the claim has been reported, the third party or its Insurer will call CHUBB to make a claim for payment if the insured is declared responsible by the authority. In the event of receiving a call from the affected party or their representatives, no negotiation should be made and the person should be directed to CHUBB’s claims handling numbers.
CHUBB will assign claims personnel to carry out the pertinent investigations and negotiations with the affected third party and, if applicable, pay the corresponding compensation up to the amount of the contracted insured sum.
Where is a claim or assistance reported?
For claims, call 1-866-223-5677 toll-free before leaving the United States or Canada. You should also call 911. You will be asked for personal information and your policy. Take note of what you discuss with the police, insurance company and lawyers who are involved in the accident, as well as the information of the people you spoke with. For Assistance, call from the United States or Canada toll-free at 1-877-730-8623.
What services are included in travel assistance?
You can request roadside assistance such as towing, jump-starting, locksmith services, tire changes and other additional services that you can check by calling 1-877-730-8623, such as discounts on participating Hotel.
¿Once I have purchased my policy, do I have to activate it?
No, your insurance policy contains information about the “Policy Validity” which indicates the date and time when your coverage begins and ends. At the time of contracting, you can set the date and time when your policy begins to be valid, according to the travel plan you have scheduled to enter the USA.
From what date and time is my policy valid?
At the time of contracting, you can set the date and time when your policy begins to be valid, according to the travel plan you have scheduled to enter the USA. Your insurance policy will contain information about the “Policy Validity” which indicates the date and time when your coverage begins and ends.
Can I report the accident until I return to Mexico?
No, all accidents must be reported before leaving the USA or Canada, otherwise, your claim could be rejected.
Is the policy valid in any area of the United States?
Car insurance for the USA satisfies the legal requirement for Mexican vehicles that cross the border into the USA or Canada, since it provides coverage in cases of civil liability for damage to third parties or their property, in any state of the United States of America.
To activate your coverage in Canada, we ask you to send an email to your insurance agent attaching a copy of your policy, since coverage in this country requires a special certificate, so it is necessary that you also provide us with the address to send the certificate and a contact telephone number. Sending the certificate may take 5 to 6 business days and is free of charge for you.
Is it necessary to declare the names of potential drivers?
No, Chubb Seguros México, S.A. insurance is valid for any driver with a valid license, including residents in the United States, as long as the driver has the consent of the contracting party.
Is it necessary to declare license numbers?
No, Chubb Seguros México, S.A. insurance is valid for any driver with a valid license, including residents of the United States, as long as the driver has the contracting party’s consent.
In the event of a mechanical failure, does the insurance offer me assistance service (Crane)?
Yes, the service is offered in the event of a covered accident and/or mechanical failure, the coverage is offered up to a limit of US$300. To use it, you must contact the telephone numbers that appear on your insurance policy.
Is the insurance automatically renewed?
No, your “Auto Insurance for the USA” is not covered by the automatic renewal scheme.
Can I insure my commercial-use unit and/or one with a capacity greater than 3.5 tons?
No, Chubb insurance is valid only for personal-use units with a capacity of up to 3.5 tons.
Does the insurance have any limitation on the total number of days I can stay in the USA or Canada?
No, Chubb will offer you coverage as long as your policy is valid and paid, Chubb insurance does not have any maximum stay restrictions in the USA or Canada.
Is the insurance valid if the driver is intoxicated or under the influence of drugs?
No, the insurance is not valid when the car is driven by a person who is intoxicated or under the influence of non-prescribed drugs, if these circumstances directly influenced the accident that caused the damage, unless the driver cannot be attributed to fault, gross negligence or incompetence in causing the accident.
How many assistance services (tow truck) can I request during the validity of my policy?
For policies contracted from 1 to 30 days of validity, you will be entitled to 1 event. For policies contracted with more than 30 days of validity, you will be entitled to 2 events.
What should I do if my car has material damage as a result of an accident?
The “Auto Insurance for the USA” does not cover Material Damage coverage, if you have auto insurance in Mexico that covers material damage, you must make the report to your company in Mexico.
What should I do in case of total theft?
The “USA Car Insurance” does not cover Total Theft coverage. If you have car insurance in Mexico that covers total theft, you must report it to your company in Mexico.
What uses are accepted under the USA car insurance?
The only accepted use is Private-Personal use.
Some of the excluded services are:
Commercial use
Messaging
Transportation of people
Delivery
TaxisIs the insurance valid for any unit with American or Canadian license plates?
No, the “USA Car Insurance” applies only and exclusively to units with license plates or permits issued in Mexico, for private use units and with a maximum load capacity of 3.5 tons.
What type of units are accepted?
The “USA Car Insurance” only allows the insurance of Automobiles, SUVs, VANs, MiniVans, Pick ups, Motorcycles and Motorhomes.
Is it possible to add or remove coverage?
No, the product is pre-subscribed, which satisfies the legal requirement for Mexican vehicles for personal use that cross the border into the USA or Canada.
In what currency is the “auto insurance for the USA” contracted?
The premium to acquire the “Auto insurance for the USA” is published in American Dollars.
Is it possible to contract a term other than those offered on the website?
No, the terms available in days are: 365, 180, 90, 30, 15, 7, 5, 3, 2 and 1. If you need to contract another term, please contact your insurance agent.
Is there any promotion for months without interest?
No, when contracting your policy, the charge will be in a single installment.
Is it possible to pay the policy monthly, quarterly, semi-annually?
No, “USA Car Insurance” is paid exclusively in cash.
In the event of an accident where my car is stopped and impounded, is there any compensation and how much?
No, “USA Car Insurance” does not cover impoundments.
Can I purchase limited or comprehensive coverage?
No, “USA Car Insurance” can only be purchased for Civil Liability coverage.
The coverages are:
Civil Liability
Medical Expenses for Occupants
Legal Assistance
Assistance ServicesAutos Turistas GNP
1. Which are the requirements to obtain a GNP Cross Border policy?
a) Valid foreign driver license.
b) Vehicle must be the following: auto, pick-up limitation of 3.5 tons and RV’s for particular use.
c) Must be individuals.
d) Personal Data: full name, address, date of birth, gender, email, address and contact number.
e) Vehicle information: vehicle, type, make, model, plates and vin number.2. How to determine vehicle value (ACV)?
Your GNP Agent can assist you to acquire this information or you can access Kelly blue book website (www.kbb.com).
3. What are the payments method options?
Cash may be processed through your GNP Agent, creditor, debit cards. (Visa, Mastercard, American Express, Discover)
4. How can I edit information on my policy?
Contact GNP Agent for assistance between the first 24 hours to see if the changes are possible.
5. Will my policy cover a minor age driver?
Yes, minor age driver with a valid permit will be covered.
6. Will my vehicle be covered if driven by not listed driver?
Yes, as long as drivers possess a valid US or foreign driver license.
7. When will deductible charges apply?
In the following scenarios:
a) When the driver is involved in an accident or collision.
b) In case of total theft, according to statement on policy.8. What should I do in case of an accident?
The accident must be reported immediately to a GNP claims number, while still in Mexico.
Otherwise claim may be rejected/denied.Follow these steps:
a) Keep calm
b) Do not abandon the accident scene
c) Don’t pledge guilty, or take any responsibility of accident.
d) Do not negotiate with third parties.
e)Wait for the adjuster to arrive at accident scene. In Mexico the figure of adjust are essential for assistance and gather information for accident subsequent payment.
f) Contact GNP emergency lines provided on policy.g) Insured must provide:
1) Policy number.
2) Drivers name.
3) Vehicle’s make, model, color and plates.
4) Accident location.If you move your vehicle from the accident scene, driver must provide new location to company.
When adjuster arrives, he will require the following documents:
1) Proof of Policy
2) Valid driver’s license.
3) Fill out and sign accident report.9. What documents will adjuster be collecting?
Accident report filled out and signed.
10. What to do in case of a mechanical failure? Call in for emergency or request for road assistance?
Contact GNP lines immediately and provide the following information:
a) Policy number
b) Contact information.
We will contact nearest supplier to support you with service required. (towing, flat tire, rescue car battery, etc.)Safe Road partners with one of the most solid insurance companies in Mexico, with 115 years of experience, providing top-tier protection for travelers.
If shown as covered in your policy, you may receive:
- Repairs due to accidents, collisions, or natural disasters.
- Payment for total loss or theft.
- Medical expenses and ambulance transportation for occupants.
- Coverage for damages or injuries caused to third parties.
- Attorney fees and legal expenses in case of an accident.
- Roadside assistance (towing, trip planning, emergency messages, medical/admin help).
- Compensation for special vehicle modifications (optional).
What should I do if I’m in a car accident?
- Stay calm and check if anyone is injured.
- Move to a safe location if possible.
- Call the police and then contact us.
- Our agent will dispatch a representative to assist you.
- Have your policy, driver’s license, and vehicle registration ready.
- Report the theft to the police immediately.
- Contact us to start your claim process.
- Our team will guide you through the next steps.
What services are included in roadside assistance?
- Towing services
- Transportation of passengers or lodging assistance
- Emergency medical or administrative help
- Trip planning services
- Emergency message relay
Do I have to pay a deductible?
Our policies offer no deductible options. Check your policy details for confirmation.Can I get insurance for my motorcycle, RV, or trailer?
Yes! We offer coverage for motorcycles, trailers, boats, RVs, and more.Do I have coverage during the grace period?
Yes, all benefits in your policy remain active during the grace period until the premium payment is due.How is my vehicle repaired after an accident?
You have two options:- Direct payment to a repair shop or dealership.
- Cash payment for the damage (as per policy terms).
What if I disagree with the insurance company’s decision?
- You can request arbitration by an independent party.
- File a complaint with Condusef (Mexican financial services protection agency).
- If Condusef does not intervene, they may still issue a technical opinion supporting your claim.
