File a Claim

Claims Department

While the word “claim” can carry a negative connotation, our approach is different. We have a dedicated Claims Department focused on facilitating and resolving flooring-related performance issues in a professional and efficient manner. Our goal is to create a clear, responsive, and positive experience for both the General Floor account holder and the end user.

Our Claims Department is not staffed by part-time sales or administrative personnel. These are full-time professionals whose sole responsibility is managing and resolving claims.

How to Open a Claim

To open a claim, contact or visit your local General Floor branch and be prepared to provide the following:

  1. The consumer’s name, address, and phone number
  2. Your order or invoice number
    • If unavailable, provide the manufacturer, style, color, size, or other identifying details
  3. A clear description of the issue
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The Claims Process

After completing the claim form, your local General Floor branch will submit the claim to the Claims Department on your behalf. All claims must originate through a General Floor branch.
While each claim is unique, the typical process is as follows:

  1. Initial Contact
    The consumer/end user is contacted within 5–10 business days to confirm contact information and provide an overview of the claims process.
  2. Manufacturer Review
    The Claims Department reviews the claim with the mill or manufacturer to determine the appropriate course of action and establish expectations. This step may require job-site photographs or an inspection by a certified third-party inspector.
  3. Resolution Communication
    Once a determination is made, the Claims Department communicates the mill/manufacturer’s decision.
  4. Important:
    Because each mill and manufacturer has its own procedures, and because claim types and inspection requirements vary, a definitive resolution timeline cannot be guaranteed.

To check the status of a claim, obtain warranty information, or ask questions, please contact the Claims Department at: claims@generalfloor.com

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