Reporting Incidents FAQs

Property managers (or any staff member with access to the Foxen Portal) can conveniently submit property damage incidents resulting from resident negligence directly to the Waiver Program’s Third Party Claims Administrator through the Foxen Portal. Save time with dynamic fields that reduce manual entry, easily upload attachments, and quickly find affected resident information.

To ensure accurate, timely claim submissions and that  property staff are aware of all active incidents, incident reports may not be submitted by residents. All property damage incidents related to the Property Damage Liability Waiver Program must be reported by logging into the Foxen Property Management Portal.

Once an incident report is submitted, all Foxen Portal users with access to the property will be able to track the status of the claim in real-time and access adjuster contact information in the Foxen portal. An adjuster will be in touch with the Property Manager within 24-48 business hours.

As a reminder, the Foxen Waiver applies to certain accidental damage that an enrolled resident negligently causes and where the damage is from fire, smoke, explosions, and water discharge/overflow. More details can be found in your TLL Waiver Insurance Policy.

The Foxen Waiver Program is in place to provide coverage to the Property in the event of negligence by a resident whose liability has waived been waived by the Property and enrolled in the Waiver. A tenant must negligently damage the Property and the resulting damage must fall under one of the following perils:  

• Fire
• Sudden and Accidental smoke
• Explosion
• Water or other liquid which leaks, flows or overflows from plumbing, heating, air conditioning, other equipment or fixtures, or personal property

If the Property has elected the Enhanced Personal Property Endorsement, the Enhanced Personal Property Endorsement is in place to only provide coverage to resident’s personal property in the event any of the following additional causes of loss occur regardless of tenant negligence. There is no coverage for building damage under this endorsement. The additional covered causes of loss are:

• Losses resulting from falling objects, provided the building is first damaged by such falling objects, weight of ice, snow, or sleet;
• Losses resulting from accidental discharge or overflow of water or steam from within a plumbing, heating, air conditioning, or automatic fire protective sprinkler system or from within a household appliance;
• Losses resulting from sudden and accidental tearing apart, cracking, burning, or bulging of a steam or hot water heating system, an air conditioning or automatic fire protective sprinkler system, or an appliance for heating water;
• Losses resulting from sudden and accidental damage from an artificially generated electrical current; and
• Losses resulting from freezing of a plumbing, heating, air conditioning, or automatic fire protective sprinkler system or of a household appliance.

Property managers (or any staff member submitting an incident report) will need to provide the following information:  

• Contact information for the primary point of contact for the incident (Typically a property manager, regional property manager, or other on-site staff)

• Property where the incident occurred

• Cause of Loss

• Incident Date

• Estimated Damages

• Incident Details

• Incident Documentation (Photos, estimates, invoices, maintenance records, etc)

• Responsible resident

No. If there are multiple residents impacted from one loss, all resulting damage will be handled under one claim subject to the applicable limits.

Once an incident has been reported in the Foxen Portal, all Foxen Portal users with access to the property will be able to track the status of the claim in real time.  

Foxen will refer the loss to the Third Party Claims Administrator within 24 business hours of receipt. Our claims administrator will assign an adjuster and reach out to the necessary parties within 24-48 hours of claim assignment.  

It is recommended to mitigate damages as soon as possible. Be sure to properly document all damage prior to beginning repairs.

It is recommended to mitigate damages as soon as possible. Be sure to properly document all damage prior to beginning repairs.

The processing time for claims typically varies based on the severity of the loss. On average, claims can take between 30 to 90 days to process.

By following the steps below, you can help ensure that the property’s claims process proceeds smoothly and efficiently.

1. Report Promptly: File the claim using the Foxen Portal within 24 hours of being made aware of the incident and damages.

2. Document Thoroughly: Take photos or videos of any damage and keep receipts for expenses related to the claim. Please include these in your incident report.

3. Provide Complete Information: Be thorough and accurate when filling out the Foxen Incident Report and providing information to the Third Party Claims Administrator.

4. Follow Up: Maintain regular contact with the claims administrator and respond promptly to any requests for additional information or documents.

5. Understand the Property’s Coverage: This all is more succinctly summarized in the Property’s Services Agreement with Foxen at Exhibit A. Familiarize yourself with what is included in the Waiver Program by reviewing the Property’s Tenant Legal Liability insurance policy or the Property’s Service Agreement with Foxen to understand what is included and the limits and exclusions that apply or discuss with the property’s representative that has responsibility for storing and understanding the policy.

6. Be Patient and Cooperative: Understand that the claims process may take time. Cooperate fully with the adjuster to expedite resolution.

You can check the status of your claim in real-time in the Foxen Portal from the claims dashboard. From there you can view claim details and find contact information for your adjuster. If you need additional help please contact claims@foxen.com.

The adjuster assigned to the claim will discuss the outcome of the claim. If the claim is approved, they will work to issue payment to the appropriate parties. If a claim is denied, they will issue a denial letter.

You should keep record of any out-of-pocket expenses. If coverage is afforded to the Property, the claims administrator will assess the amount eligible for reimbursement.

According to the priority of payments, the Property will receive payment for their damages first. If any limits remain, they will be appropriately split between the affected and responsible resident(s). Be sure to put your commercial carrier on notice as well.