Who really handles my claim, my agent or National General?

I've got car insurance through National General with a local agent at a brokerage. I got in a small wreck last month, and I’m confused about who’s actually supposed to help. Is it my agent or National General? My agent said she “submitted the claim,” but now the adjuster’s calling me directly. Who’s really in charge here?

That’s a great question! Many companies (like National General) work with independent agents, which is convenient but can also be slightly confusing. Your independent agent is your main contact for getting your policy set up, making changes, and filing a claim. Once that claim is submitted, though, it’s handed off to the insurance company’s claims department (in this case, National General). They’re the ones who handle the investigation, estimates, and payments.

Think of it like this:

• Your agent = the messenger and advocate. They help get things started and can check your claim status.
• National General’s claims team = the decision-makers. They assign adjusters, handle paperwork, and pay out the claim.

It can feel confusing because your agent might sound hands-off once the claim moves forward, but that’s not neglect, it's just how the process is designed.

Here’s how to make it go smoothly:

• Keep both your agent and adjuster copied on emails; it helps prevent things from falling through the cracks.
• Ask your agent to explain what they can still help with (for example, rental car issues or repair shop questions).
• If your claim stalls, your agent can still escalate it internally, because they often have better access to regional contacts than you do.

Independent-agent carriers like National General are built for local relationships but national claims handling, so it’s common for your service to start locally and finish with a regional adjuster.