Filing a Car Insurance Claim: How the Process Works, Step by Step

At the scene: what to do first

1. Check for injuries and call emergency services if anyone is hurt. Health always comes before paperwork.
2. Move to safety. If the vehicles can be moved and it is allowed, pull to the side of the road and turn on hazard lights.
3. Call the police when required or useful. Rules about when a police report is needed vary by state, but a report is helpful evidence for your claim.
4. Exchange information. Get the other driver's name, phone, address, insurer and policy number, license plate, and vehicle description.
5. Document the scene. Photograph vehicle damage, the position of the cars, road conditions, signs, signals, and visible injuries. Collect witness names and contact information.
6. Be careful what you say. Be polite and factual, and avoid speculating about fault or apologizing in a way that could be treated as an admission. Fault is determined later from the evidence.

Step 1: Report the claim to your insurer

Contact your insurer as soon as it is safe, ideally the same day. Most companies let you report by phone, app, or website. This first report is often called the first notice of loss. Be ready to give:

• Your policy number and the date, time, and location of the accident
• A factual description of what happened
• Details about the other driver, vehicles, and any witnesses
• The police report number if one exists
• Photos and any other evidence you collected

You will receive a claim number. Write it down and use it every time you communicate with the insurer.

Step 2: Understand which coverage applies

What pays depends on who is at fault and what was damaged:

Step 3: The adjuster investigates

Your claim is assigned to an adjuster, who verifies that the policy was in force and the loss is covered, reviews the evidence, and decides how to assess fault. They may:

• Ask you for a statement or additional documents
• Speak to the other driver, witnesses, and police
• Inspect the vehicle, or ask you to use a photo estimate through an app
• Review any available video from dash cameras or nearby businesses

Answer truthfully and consistently. Keep a simple log with dates, names, and summaries of every conversation. If you do not understand a request, ask the adjuster to explain it.

Step 4: Repair estimate and choosing a shop

The insurer or a shop prepares an estimate of the repair cost. In many states you have the right to choose your own repair shop, though insurers may recommend 'preferred' shops, which can speed up the process. Some points to know:

• Estimates can change once the car is taken apart and hidden damage is found. A good shop will tell the insurer, who will approve a supplement.
• Policies and state rules differ on the use of original-equipment versus aftermarket parts. Ask what will be used.
• You pay the deductible to the shop. The insurer pays the rest of the approved amount.

When the car is a total loss

A car is generally declared a total loss when the cost to repair it, plus its salvage value, is close to or above what it was worth just before the accident. State rules set specific thresholds. In that case the insurer pays the vehicle's actual cash value (ACV), which is its market value immediately before the loss, minus your deductible.

• Ask how the value was calculated and which comparable vehicles were used.
• If you believe the value is too low, provide evidence such as service records, recent upgrades, and local listings for similar vehicles, and ask for a review.
• If you owe more on a loan than the car's value, gap coverage, if you purchased it, can cover the difference.
• Your lender is paid first, and you receive any remaining balance.

Rental cars and other costs while you wait

If you have rental reimbursement on your policy, it pays for a rental up to a daily limit and a maximum number of days while your car is repaired after a covered claim. If another driver was at fault, their insurer may be responsible for a rental or for your loss of use. Without that coverage, you may have to pay out of pocket, so check your policy before you accept a rental.

Injuries and medical bills

If you or your passengers were hurt, get medical care promptly, even if injuries seem minor, and keep every bill and record. Depending on your state and coverage, medical payments or PIP may pay regardless of fault, and the at-fault party's insurance may eventually reimburse. If the injuries are serious, or if the other side is disputing fault, consider speaking with a licensed attorney before giving recorded statements or signing any releases.

If your claim is delayed or denied

1. Ask for the reason in writing and the specific policy language relied upon.
2. Review your policy and your evidence to see whether something was missed.
3. Escalate to a claims supervisor and submit any additional documents.
4. Use the dispute options in your policy, such as an appraisal clause for disagreements about the amount of a loss.
5. Contact your state department of insurance. It accepts consumer complaints and can follow up with the insurer.

Many states set time limits for insurers to acknowledge and handle claims, and for you to bring legal action. Check your state's rules, and do not wait long to act.

Will a claim raise my rate?

It can, but it depends. At-fault accidents are the most likely to affect your premium at renewal. Comprehensive claims, and accidents where you were not at fault, often have less impact, though that varies by insurer and state. Many drivers worry about this, but that is exactly what insurance is for. If the damage is only slightly above your deductible, it is reasonable to ask your insurer how filing would be expected to affect your premium before deciding. Never hide an accident, since it could affect coverage.

If your rates rise afterward, it may be time to compare quotes.