Claims Guide - We're there when you need us.


  1. Count on CNA experience and commitment to guide you through the claims experience.
  2. What you need to know.
  3. What you need to do.
  4. What we will do for you.
  5. Dependability, experience and financial strength are CNA's greatest assets.

3. What you need to do:

Report claims or incidents right away!

Timely reporting ensures that the incident, if it later develops into a covered claim and is not excluded for other reasons, will be covered. While most reported incidents never move beyond that stage, it is not always easy to predict which ones will develop into a claim. Therefore, having the events on record protect you, the patient and the Insurer.

Here's how to report a claim or incident....

Contact Nurses Service Organization (NSO) just as soon as you are aware of a potential claim. NSO will take it from there - to confirm your policy was in force during the alleged date of loss, then forward the materials on to CNA for immediate claims handling.

Every day, NSO faxes claims to CNA so you know your claim will get the fastest possible response.

We now can also receive your claim information through electronic transmission so you know your claims will get the fastest possible response.

When contacting NSO, please have the following information available:

  • Your policy number
  • The telephone number and best time you can be reached
  • An address where you can receive mail
  • The date you received the claim
  • The date of the incident
  • The claimant name (if available)
  • A brief description of the facts of the claim (if available)

How to contact us:

Nurses, call: (800) 247-1500
Nurse Practitioners, call: (866) 216-8080

You can also use our on-line incident report to report your claim.

Remember, the sooner you give notice, the sooner we can take action.

After you report the claim....

This is important. Make sure you take the following steps throughout the claims process:

  1. Do not discuss your claim with anyone, including the patient. Limit all discussion of the claim to your NSO representative, your CNA claims consultant or your attorney.
  2. Do not sign or accept any document related to the claim from any party without obtaining approval from your CNA claims consultant.
  3. Avoid discussing, commenting upon, or taking issue with any information you receive regarding judicial or administrative proceedings.
  4. Be sure you do not admit liability, consent to any arbitration or judgment, or agree to any settlement proposal.
  5. Be prepared to spend a substantial amount of time with counsel and your CNA claims consultant to aid in the investigation of your claim.
  6. Report any communication you receive from the patient, patient's attorney or any state or federal administrative agency, licensing or regulatory authority, immediately to your CNA claims consultant.

Continue to What we will do for you.