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Claims Service Center (CSC)

Last Updated - 3.5.24  |  Audience: Market-Facing Employees

Talking Points & FAQ

About the CSC

  • Taking a “test and learn” approach to transform customers’ claim experience

  • Exploring innovative approaches to claim service, including team-based claims handling 

  • Focusing on "first interaction resolution" as part of our goal to reduce claim cycle times

Have a question we haven't answered yet?

We’ll update this page with new information periodically.  

Send your questions to claimsservicecenter@westfieldgrp.com and we’ll do our best to address them in future communications.

Phase 1

As we embark on a journey to redefine the claims experience, our initial launch will focus on eight post-FNOL first-party loss causes:

  • Auto Accident: Collision with Animal

  • Falling or Flying Object

  • Theft: Parts/Equipment/Contents

  • Hail

  • Rodent or Vermin Damage

  • Vandalism or Malicious Mischief

  • Wind: Excluding Hurricane/Tropical Storm/Tornado

  • Wind: Hurricane/Tropical Storm/Tornado

Frequently Asked Questions

How can a customer get direct, personal access to an adjuster when a claim is assigned to the CSC?

One of the great benefits of the Claims Service Center is the ease of access to the claims team. Customers can continue to connect with the team through the Westfield 800 number, and there is also a dedicated email inbox monitored during business hours. For a quick response, claims texting is also available to customers who opt in.

Are you moving toward all claims being handled through CSC?

At this time, we have only moved specific Personal Lines first-party Auto feature types to the CSC. While we do not plan to move all claims to the CSC due to the complexity of some losses, we will likely move additional feature types to leverage the collective expertise, efficiency, and customer experience available from the team. When a Personal Lines Auto loss cause applies, the claim will be handled in the CSC for all agencies.

How much of your claim staff will be handling claims through CSC and which kind of losses is the CSC team handling?

The CSC team will be handling targeted loss types, starting with first-party Personal Lines Auto claims. These are smaller teams focused on service and consistency. This will likely grow, and additional targeted loss types that best fit into this claims handling model will be added.

How can agents access information on open claims?

We are excited to be introducing claims status, available from the Claims Inquiry Tool on Agents Web Passport (AWP), starting with Property claims later this spring. We will continue to enhance this tool and roll it out to other claim types – including claims handled by CSC – over the next couple years.

How many claims have been handled by the CSC?

As of March 2024, the CSC has handled more than 320 claims.


What are customers saying about the CSC so far?

“I was given a claims number and a team of agents to talk to. I got someone every time I called – they were thorough and helpful. They answered every question I had …”

“Westfield’s team have been most professional, attentive, and kind. My process through the claim was effortless.”

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