Frequently Asked Questions

How do I report a claim?

• You may report a claim by calling 800 423-6071 and selecting option 2
• Select Report a Claim on the prior screen to start the online reporting process

Once I report a claim, what happens?

• Your claim will be assigned to an adjuster, an email and letter will be sent to you within 3 business days acknowledging receipt and advising the next steps.

What should I do to present a claim?

• Please gather, prepare and take the following action(s) based on your specific loss type listed below:



Burglary	Water/Mold	Fire	Vandalism	Rodent Damage
File police report	Take photos	Take photos	File police report	Take photos
Report to site manager and have them inspect unit	Report to site manager and have them inspect unit	Report to site manager and have them inspect unit	Report to site manager and have them inspect unit	Report to site manager and have them inspect unit
Take photos of cut lock, damaged hasp, or method of entry	Mitigate loss	Mitigate loss	Mitigate Loss	Mitigate loss
			Take photos

How do I submit documentation/photos?

• You may fax them to 760 827-4081
• You may mail them to American Claims Management, P.O. Box 9033, Carlsbad CA 92018
• You may email them directly to the handling adjuster

Is there a form required to note my damaged/stolen items?

• Yes, please select Inventory Form on the prior screen to download the form

How is the value of my damaged/stolen items determined?

• The value of the property will be determined at the time of the loss and will be the least of the following amounts:
• The actual cash value of the property
• The cost of reasonably restoring that property to the condition immediately before loss
  OR
  The cost of replacing that property of like kind and quality

Who is my adjuster and how do I contact?

• Once a claim is reported and assigned to an adjuster, you will receive an email and letter advising who your adjuster is along with their contact information

How do I find out the status of my claim?

• Return to the previous screen and enter details about your claim, this will return the status of your claim.

My claim status indicates Under Investigation - what does this mean?

• You claim has been received and your adjuster is investigating. The investigation process includes contact with you, contact with the site, researching if a policy is in effect, determining the limit of the insurance policy - if in effect, obtaining photos of the unit, obtaining photos of the damaged items. All of this is taken into consideration to determine if coverage is afforded under the insurance policy.

My claim status indicates Awaiting Police Report - what does this mean?

• If you have provided a police report number along with the name of the police department to your adjuster, we have requested a copy of the police report. You may also provide a copy of the police report to your adjuster.

My claim status indicates Awaiting Completed Inventory Form - what does this mean?

• The adjuster has sent you a Personal Property Inventory Form for you to note your damaged or stolen items and is awaiting the completed copy.

My claim status indicates Awaiting Photos - what does this mean?

• The adjuster is awaiting photos of the unit and the damaged items.

My claim status indicates Inventory Form in line for processing - what does this mean?

• Your completed inventory form has been received and is in line for processing. This process usually takes 20-25 business days.

My claim status indicates Closed - No Response - what does this mean?

• Your claim was closed due to inactivity as no response was received from you. You can contact your claim adjuster to discuss whether your claim can be reopened and processed.

My claim status indicates Coverage Denied - what does this mean?

• Your claim was declined due to no coverage. You will receive a letter indicating the reason for the declination.

My claim status indicates Coverage Issue - what does this mean?

• There is a potential coverage issue involving your claim. You will receive a letter indicating the nature of the issue.

My claims status indicates Closed - Paid - what does this mean?

• Payment was issued and your claim has been closed. You should receive an automated call indicating the date the check was issued and the amount of payment.

How do I send in information/documentation on my claim?

• Return to the previous screen and select Contact at the top. This will show our contact information.
• Please be sure to note your claim number on any correspondence.

What is the cost of insurance?

• Please contact the site manager at Extra Space Storage

How do I cancel my insurance?

• Please contact the site manager at Extra Space Storage.

How do I increase the limit on my insurance?

• Please contact the site manager at Extra Space Storage