That number is more or less directly to claims department. It does answer with a recording, but asks you to press 1 to report an accident or to get help with a claim. They pick up within 15 seconds and a live human will ask your situation and direct your call to the right person(s). It has been really painless when I've used it the last several days and live humans on other end have been very professional and accomodating. Hope this helps.