Knowledge Base

Dear City Patron,

We understand that dealing with damage to your personal property can be challenging and stressful. As your local municipality, we are committed to providing the support and information you need during this time.

Immediate Steps to Take:

1. Contact Your Insurance Provider: Report the incident promptly to begin the claims process.  Follow their advice on the next steps.
2. Document the Damage: Take photos and make notes.

We’re Here to Help: Our team is available to assist with any questions or concerns you may have. If your insurance provider believes that the City may be responsible for all/part of your concern, please send all of your documentation to us at the following email address:

claims@rochestermn.gov

If you don’t have access to a computer or email you can contact the number below to start the claims process:

(507) 328-2311

To file a claim please follow this link rochestermn.gov/311 to submit a service request.

To complete the service request for a Personal Property Damage issue in our system, follow these steps:

1. Go to the service request form on our organization’s platform.
2. In the “Type of Issue” drop-down menu, select:
   • Human Resources / Personal Property Damage
3. Once selected, the form will update to show fields specific to Personal Property Damage.
4. Fill out all required fields in the form. These may include:
   • Date and time of the incident
   • Location of the damage
   • Description of the damaged item(s)
   • Estimated value of the property
   • Description of the incident
   • Supporting documentation (e.g., photos, receipts)
   • Contact information of involved individuals or witnesses

After you file a claim, it goes through a multi-step process to be investigated and resolved. This typically involves assigning an adjuster, conducting an investigation, assessing damages, and ultimately approving or denying the claim.

Once an adjuster is assigned, they will contact you—typically by phone or email—to discuss the details of your claim. Please note that texting is not supported. The investigation process begins at this point and may take up to 30 days to reach a decision on whether the claim will be approved or denied.