Initiating Your Auto Insurance Claim: A Step-By-Step Guide

Filing an auto insurance claim can be a stressful process, but being prepared and knowing what to do can make it easier. Here are the steps you need to take to get your auto insurance claim started and make sure you're covered in the event of an accident or damage to your vehicle.

Contact your insurance company

Contacting your insurance company is the first step in filing an auto insurance claim. It is important to do this as soon as possible, even from the scene of the accident, regardless of who is at fault. Even if the accident seems minor, your insurance company needs to be informed about the incident so that you can find out whether your auto insurance policy covers you for the particular loss.

There are several ways to contact your insurance company. You can call them, file a claim online, through a mobile app, or with an agent. Many insurers now offer apps that allow you to report a claim, check its status, upload photos, check your deductible, schedule an appraisal, reserve a rental car, and request reimbursements for towing and glass claims. Some apps even allow you to notify the insurance adjuster about what happened by visually recreating the events and circumstances of your car accident. When filing a claim, your insurer will likely request the following details:

• Location, date, and time of the accident
• Name, address, phone number, and insurance policy number for all involved in the accident
• Photos of the damaged vehicles
• Copies of the police and/or accident reports, if applicable

After contacting your insurance company, it is important to review your policy's coverages and deductibles. Knowing how you're covered can set proper expectations for your claim. For example, if you have rental car reimbursement coverage, you may be entitled to a rental vehicle while your car is being repaired. Your policy's car insurance deductible amount indicates how much you will have to pay out of pocket on a covered claim, while your coverage limits represent the maximum dollar amount your insurer could pay out in a certain category.

Additionally, it is important to remember that you are not legally obliged to speak to an adjuster from another insurance company. In most states, you are only required to speak with a representative of your own insurance company. If you feel uncomfortable speaking with another insurance company's representative, you can decline to talk to them, ask them to call the adjuster from your insurance company, or inform them that you will only speak in the presence of your lawyer.

Document the accident

Documenting the accident is a crucial step in the claims process. Here are some detailed instructions on what to do:

Prioritize Safety:

First and foremost, ensure your safety and that of others involved in the accident. Move to a safe location, away from traffic, if possible. Check for any injuries, and call emergency services if needed.

Document the Scene:

Once you are in a secure position, start documenting the accident scene. Take photographs of the following:

• Damage to all vehicles involved, capturing the extent of the damage.
• License plate numbers and states of the vehicles involved.
• Vehicle Identification Numbers (VIN), found on the bottom driver's side of the windshield, and the make, model, color, and year of the vehicles.
• Damage to any other property, such as a mailbox or telephone pole.

Exchange Information:

Gather information from all drivers involved, including their names, addresses, phone numbers, license numbers, and insurance information, including policy numbers. Also, collect the names, addresses, and phone numbers of any witnesses and passengers present.

Work with the Police:

Obtain a copy of the police report. Note the responding officer's name and badge number and how to obtain a copy of the report. Most states don't require a police report for minor accidents, but it can still be beneficial and speed up the claims process. It is especially important if the other party is uncooperative or if there are significant injuries or damage.

Contact Your Insurer:

Report the accident to your insurance company as soon as possible, ideally within 24-48 hours. You can do this by phone, online, through a mobile app, or with an agent. Provide them with the details of the accident, including the location, date, and time, as well as the information you collected from the other drivers and witnesses. Submit any photographs you took of the scene.

Understand Your Policy:

Review your insurance policy to know your coverage and deductibles. Understand what your policy covers, including rental car reimbursement, gap insurance, and any other relevant benefits. This will help set proper expectations for your claim.

Submit Necessary Documents:

Your insurance company will require various documents to support your claim, including a "proof of claim" form and a copy of the police report if you have one. They may also need a copy of your driving license, vehicle's registration certificate, and insurance policy document. Keep all documents organized and readily available.

Act Promptly:

It is important to submit your claim and provide the necessary documentation within the deadlines specified by your insurer and state regulations. Deadlines for filing claims and submitting bills can be as short as 30 days, so don't delay the process.

Keep Detailed Records:

Throughout the claims process, maintain thorough and organized records of all interactions with your insurance company. Keep notes on the names and phone numbers of everyone you speak with, as well as any expenses or bills related to the accident.

Cooperate with the Adjuster:

Your insurance company will appoint an adjuster to assess the damages and investigate your claim. Provide them with the information they need, and cooperate with their requests. They will work with you to arrange an inspection and assess the damage to your vehicle.

Remember, the key to successful documentation is to capture as much information as possible at the accident scene, stay organized, and promptly report the incident to your insurance company.

Work with the police

Working with the police is an important step in the process of filing an auto insurance claim. Here are some detailed instructions on what to do:

When to Call the Police

Call the police immediately after an accident. In some states, you are legally required to report an accident to the police within a certain timeframe. Even if it is a minor accident, it is important to call the police. If there are no injuries and the damage is minor, the police may not come to the scene, but you should still call and report the accident. If the accident occurs on private property, such as a parking lot, the police may be reluctant to respond unless there is a compelling reason, such as injuries or significant damage.

Information to Provide to the Police

When you call the police, provide them with detailed information about the accident, including the location, date, and time. If there are injuries or significant damage, be sure to mention this, as it may influence their decision to respond to the scene.

What to Do if Police Don't Come to the Scene

If the police do not come to the scene of a minor accident, you should still document the accident as thoroughly as possible. Take photos or videos of the scene, including any damage to vehicles or property. Exchange information with the other driver(s) involved, including names, contact information, driver's license details, and insurance information. If there are witnesses, get their contact information as well. You may also want to write down a detailed description of the accident, including weather conditions, time of day, and any other relevant information. Then, file your own accident report with your state or local authorities, or go to the nearest police station to file a report.

Obtaining a Copy of the Police Report

If the police do respond to the scene and prepare a report, be sure to get a copy of this report. You will need to provide this to your insurance company when filing your claim. Ask the responding officers for their names and badge numbers, as this information may be needed for your insurance claim.

Role of the Police Report in Your Insurance Claim

The police report is an important piece of evidence that can help support your insurance claim. It provides an official and detailed description of the accident, including the circumstances, the extent of damage, and any injuries. The report may also include witness statements and the officer's observations and opinions about the accident. While a police report is not always required to file an insurance claim, it can speed up the process and provide valuable support for your claim. It is important to note that police reports are inadmissible in the eyes of the law and cannot be used as an end-all account of what happened. However, they can still be used as testimony and provide a neutral third-party perspective on the accident.

Get a damage inspection

After you've contacted your insurance company and filed a claim, an adjuster will be assigned to your case to inspect the damage. This is a crucial step in the claims process, as it allows the insurance company to assess the extent of the damage and determine the appropriate compensation.

The adjuster will usually come to you and conduct a thorough inspection of your vehicle, taking photographs and videos to document the damage. They will also take note of the vehicle identification number, license plate, and odometer reading. This process typically takes between 30 and 60 minutes, depending on the severity of the damage. During the inspection, the adjuster will look for any pre-existing damage to the vehicle and ensure that the reported damage matches the accident description.

Based on their assessment, the adjuster will provide an estimate of the repair costs. If your vehicle is deemed repairable, you can choose the repair facility, and the insurance company will issue a payment to you or the repair shop, minus your deductible. However, if the adjuster determines that the cost of repairs exceeds 50% of your vehicle's market value, the insurance company may declare it a total loss. In this case, they will compensate you for the actual cash value of the car, minus your deductible, and you will need to start the process of purchasing a new vehicle.

It is important to note that you have the freedom to choose your preferred repair shop, and you are not obligated to use the insurance company's suggested facility. Additionally, if you notice any hidden damage that was not discovered during the initial inspection, you can request a supplement from your insurance company to cover the additional repairs.

To ensure a smooth claims process, it is advisable to cooperate with the adjuster, provide accurate information, and maintain open communication throughout the inspection and repair process.

Receive your insurance payout

Receiving your insurance payout is the final step in the auto insurance claim process. The exact mechanics of the payout will depend on several factors, including whether you own your car outright, are still paying off a loan, or are leasing the vehicle. If you own your car, the payout will typically be sent directly to you. If you are still paying off a loan, the lender will likely receive the payout, though in some cases the check may be made out to both you and the lender. If you are leasing, the payout will go to you and the leasing company.

If you are still paying off a loan or leasing the car, the lender or leasing company may require you to use the payout to fix the vehicle. They may ask you to sign the check over to them so that they can pay the auto body shop directly, or they may ask you to show proof that the car has been fixed before signing the check and sending it to you to pay the bill. If your car is financed, your finance company may be included on the check as a payee or have a say in where the vehicle is repaired.

If the payout is from another driver's insurance company, the check will typically be written only in your name. However, if you have a loan or lease, you may be required to spend the insurance money on repairs. State regulations can also play a part in how the payout is handled.

If your car is totaled, the insurer will likely write a claim check to both you and the lender or leasing company. The lender or leasing company will take their cut first, with any surplus money going to you. However, if the payout does not fully cover the remaining balance on your loan, you will have to pay the difference out of pocket unless you have gap coverage.

The time it takes to receive your payout will depend on several factors, including the insurer, the complexity of the claim, and the state you live in. It can take around 30 days or longer for the insurer to assess the vehicle's damage and value, gather details about the cause of the accident, and get information from the other driver. Some states mandate faster payments, such as in Missouri, where insurers have 10 days to acknowledge receipt of the claim and another 15 days to decide on it.

If you disagree with the payout amount, you have the right to dispute it. Common reasons for disagreement include not understanding what your insurance policy covers, upgrades to your vehicle that the insurance company did not know about, and still owing money on a vehicle with a special financing offer. If you want to dispute a payout amount, you can gather evidence to support your claim, such as receipts for upgrades, get an assessment from an independent appraiser, and research the values of similar vehicles. You can then send a counteroffer to your insurer. If they reject your counteroffer, you may need to consult an attorney or get your state's department of insurance involved.

Frequently asked questions