Have an existing service claim with EIG through your insurance provider?

Customer Portal: Frequently Asked Questions

At EIG, we know how confusing and stressful having to deal with an insurance claim on your home can be. We’ve been in this business for over 20 years, helping people just like you, and we’ve also been there ourselves. 


That’s why our goal is to empower you, the customer, with knowledge about your claim and home restoration, offering as much transparency into the process as possible. We believe you should always know what’s happening on your claim and what the next steps are.


That’s where our Customer Portal comes in! We designed this Portal to give you a unique window into our claim process, so that you can always check in on what’s happening with your claim, schedule a callback with your coordinator or estimator to get more information, and upload documents and photos to help your team resolve your claim more quickly.


While your coordinator should have explained the basic features of your Portal during your initial welcome call, you can also find answers to some of your commonly-asked questions here:

To receive your customer portal account login, please get in touch with your estimator or call us directly at 800-237-7796.

A link to your Portal can be found in the welcome email you were sent. You can also access the login screen by clicking here:

If you do not remember your password, just select “Forgot password” and a password reset email will be sent to your email address on file.

If you would like to update the email or phone number associated with your Portal, please call us at 800-237-7796 and we’ll get that information changed for you.

If you’d like to directly contact your coordinator or estimator via phone or email, just click the “Contact Us” link on the left-hand navigation menu. Contact information for the following will be displayed:

  • EIG Claims (your coordinator): if you have a question about your claim or the claim process
  • Your Estimator: if you have a question about the estimate for your claim
  • EIG Restoration: if you have a question about your restoration job or the restoration process


If you’d like to schedule a callback instead, just select the appropriate entity you’d like to contact from the “Request a Callback” section:

Note that you can only schedule one active callback to each entity at any time. 


From the callback request form, you can choose your preferred contact method (phone or email), enter your preferred phone number or email (note: this does NOT need to be the same as the information associated with your claim), choose your preferred time of day, and enter a short description of your question or issue. 


We will respond to you as soon as possible!


All of the major sections of your Portal can be found in the left-hand navigation bar. 

However, at any time, you may review the Portal Tour, which is found in the lower portion of the left-hand navigation bar. This digital concierge will guide you through each section of your Portal.

All photos and documents that you upload are visible only to other authenticated users of your portal, such as your coordinator and estimator. 


Uploading information as requested by your claim team can help us process your claim more efficiently.

EIG virtual meetings allow us to interact with you in real time, much like Zoom. Your coordinator or estimator may ask to schedule a virtual meeting with you in order to review information or gather more details about the damage to your home. 


The most common reason we’d schedule a virtual meeting with you is to allow you to do a walkthrough of damages so that your claim team has a better understanding of your situation prior to arriving on-site. For this reason, we recommend that you join this meeting on your cell-phone, if possible, to allow for ease of access to your camera. 


Note that all virtual meetings are recorded. If this is unacceptable, please discuss it with your coordinator or estimator at the time of scheduling.

We hope that your Portal helps you feel more empowered and “in the know” about your claim throughout the process. Please let us know if you have any questions!

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