To file an Arbella Insurance claim, use the online form at arbella.com/claims, the myArbella mobile app, or call 1-800-ARBELLA (1-800-272-3552). All three channels are available 24 hours a day, seven days a week, and the online form is open to both policyholders and non-policyholders who need to report an incident.1Arbella Insurance. Arbella Insurance Claim2Arbella Insurance. Arbella Insurance Customer Service Arbella writes personal and commercial policies in Massachusetts, New Hampshire, Connecticut, and Rhode Island, and uses the same reporting channels for auto, property, liability, glass, and workers’ compensation claims.3Arbella Insurance. Arbella Insurance Claim Process
What to Have Ready Before You Start
Having the right details on hand will save you from closing the form half-finished. Pull your policy number off the declarations page first. Then gather the date, time, and location of the incident, written as a street address or nearest intersection.
If another party was involved, collect their full name, contact information, insurance carrier, and driver’s license number. For auto claims, record the make, model, year, and license plate of every vehicle involved, and photograph the damage from multiple angles. For property claims, photograph the affected area before you make any temporary repairs, and keep receipts for emergency expenses like tarps, board-ups, or hotel stays. Get contact information for witnesses while they are still at the scene.
If police responded, request a copy of the report. Your Claim Specialist will likely ask for it.
Write a short, factual description of what happened: where you were, what occurred, and what the damage looks like. Stick to the sequence of events. Guessing at fault or speculating about causes the form doesn’t ask about tends to muddy the record rather than help it.
The Three Filing Channels
Online
Go to arbella.com/claims and select “Start a Claim.” The form walks you through separate fields for incident details, parties involved, and a narrative description.1Arbella Insurance. Arbella Insurance Claim Use precise language when describing damage. “Rear passenger-side fender” routes more cleanly than “back of the car.”
myArbella App
The myArbella app lets you file from your phone and upload photos directly from the scene, which is useful when the details are fresh and the vehicles are still in position. The app is available to policyholders who manage their account through myArbella.2Arbella Insurance. Arbella Insurance Customer Service
Phone
Call 1-800-ARBELLA (1-800-272-3552). After business hours, an after-hours call center takes incoming reports, so you can file at any time.2Arbella Insurance. Arbella Insurance Customer Service Phone reporting works well for complicated incidents or when you want to ask questions as you go.
Arbella does not offer a downloadable PDF claim form. The reporting process runs entirely through the portal, app, or phone line.
Before you submit, you will be asked to acknowledge a fraud warning. Most states require this printed warning on insurance claim forms, and it states that submitting materially false information can lead to criminal penalties and civil fines. Read it and acknowledge it.
What Happens After You File
Arbella splits the process into three stages: Report, Investigate and Evaluate, and Resolve. Once your report is submitted, a Claim Specialist is assigned and becomes your main point of contact.3Arbella Insurance. Arbella Insurance Claim Process
Arbella makes five service commitments on every claim:1Arbella Insurance. Arbella Insurance Claim
- Explain the process and guide you through it
- Return your calls the same business day
- Inspect your property or vehicle promptly
- Evaluate your claim thoroughly
- Resolve your claim quickly and fairly
The same-business-day callback promise is one you can hold Arbella to. If your Claim Specialist is not calling back within that window, log the dates and times of your attempts. That record matters if you need to escalate.
During the investigation phase, expect requests for supporting documentation: police reports, repair estimates, medical records, or receipts. For property and auto claims, the specialist may schedule a physical inspection.3Arbella Insurance. Arbella Insurance Claim Process Respond quickly. Delays in sending documentation slow the whole timeline.
Proof of Loss Is Separate
The report you file online is not a proof of loss. The initial report tells Arbella something happened. A proof of loss is a formal sworn statement, signed under penalty of perjury, that details the financial impact of the loss: the actual cash value of the damaged or lost property, the total amount of the loss, the amount you are claiming under your policy, and a declaration that you did not cause the loss through any fraudulent act.
If Arbella asks you to submit a proof of loss later in the process, treat it as a separate obligation with its own deadline. Some policyholders assume the initial online report covers everything. It does not.
If Your Claim Is Denied or Underpaid
A denial letter or a low settlement offer is not the end. The order in which you push back matters.
Start with a written explanation. Under the model unfair claims standards adopted in most states, an insurer must provide a reasonable and accurate explanation of why a claim was denied or why a compromise settlement was offered.4National Association of Insurance Commissioners (NAIC). Unfair Claims Settlement Practices Act If the letter is vague, ask Arbella for the specific policy language it relied on.
Then submit a formal written appeal. Identify the claim number, explain why the denial or valuation is wrong, cite the policy provisions that support your position, and attach new evidence such as updated repair estimates or contractor bids. Keep copies of everything, and log every phone call with the name of the person you spoke with and the date.
Appraisal
If the dispute is about how much the damage is worth rather than whether it is covered, check your policy for an appraisal clause. Most property policies include one. Each side selects an independent appraiser, and if the two cannot agree, an impartial umpire reviews both positions. Agreement by any two of the three produces a binding appraisal award. Appraisal only resolves valuation disputes. It cannot overturn a coverage denial or settle disputes about policy exclusions.
Filing a Complaint With Your State Regulator
If Arbella is unresponsive, delaying unreasonably, or refusing to explain its decision, you can file a complaint with the Massachusetts Division of Insurance. Complaints can be submitted online, by email at CSSComplaints@mass.gov, by fax at (617) 753-6830, or by mail to the Division of Insurance, Consumer Services Unit, 1 Federal Street, Suite 700, Boston, MA 02110. You will need the insurance company name, your policy and claim numbers, and a signed, notarized power of attorney if you are filing on behalf of a family member.5Mass.gov. Filing An Insurance Complaint
The Division sends written acknowledgment within two weeks, and Arbella then has 30 days to provide a written response. The Consumer Services Unit can be reached at 617-521-7794, Monday through Friday, 8:45 a.m. to 5:00 p.m.5Mass.gov. Filing An Insurance Complaint
If your policy was issued in New Hampshire, Connecticut, or Rhode Island, contact that state’s insurance department. Each state has its own complaint process and regulatory authority over insurers operating within its borders.
Massachusetts law, specifically Chapter 176D, prohibits unfair claims settlement practices such as misrepresenting policy provisions, failing to acknowledge communications promptly, refusing to pay without a reasonable investigation, and offering substantially less than a claim is worth to pressure a quick settlement. The statute uses a “reasonably prompt” standard for acknowledgment and investigation rather than fixed day counts, but that standard still gives you grounds to push back when weeks pass without progress.