How to File an Auto Insurance Claim: Step by Step

Nobody plans for an accident, which is exactly why it helps to know the steps ahead of time. Being organized in the first hour can make the whole claims process smoother. The details below are general, and your policy and state rules set the specifics.

At the scene

1. Check for injuries. If anyone may be hurt, call emergency services right away.
2. Move to safety. If the vehicles can be driven and it is safe, move out of traffic and turn on hazard lights.
3. Call the police when appropriate. Many states require a report for injuries or damage over a certain amount. A report can also support your claim.
4. Exchange information. Get names, phone numbers, insurance company and policy numbers, license plate numbers and vehicle descriptions.
5. Document everything. Take photos of vehicle damage, the scene, road conditions, signs and license plates. Note witness names and contact details.
6. Be careful what you say. Stay factual. Avoid admitting fault or guessing about what happened; leave fault decisions to the insurers and, where applicable, the police.

Reporting the claim

Contact your insurer as soon as you reasonably can. Many insurers accept claims by app, website or phone. Most policies require prompt notice. Have your policy number, the date, time and location, a description of what happened, and the other party's details ready. Ask for your claim number and the name of your adjuster, and keep a log of calls and emails.

What the insurer does next

• Review. An adjuster looks at your policy, the facts, any police report and photos to decide whether and how the loss is covered.
• Inspect. They may inspect your car, ask you to use an approved estimator or accept an estimate from a repair shop.
• Determine fault. For crashes involving other drivers, fault affects which insurer pays. In some states, fault can be shared by percentage.
• Pay. If covered, the insurer pays according to your coverage and limits, less your deductible.

Repairs and rental cars

In many states, you have the right to choose your repair shop, though insurers may have preferred networks that can streamline the process. Ask how your insurer handles repair guarantees and parts. If you have rental reimbursement coverage, find out the daily limit and the maximum days. If another driver was at fault, their insurer may be responsible for a rental. Rules differ by state and policy.

If your car is a total loss

When repairs would cost more than a set share of the car's value, an insurer may declare it a total loss. They typically pay the actual cash value, which is based on the car's market value just before the loss, minus your deductible. If you still owe money on a loan, the payment goes first to the lender. Ask how the value was calculated, and if you disagree, provide evidence such as comparable listings or maintenance records. Gap coverage, if you bought it, may help when the loan balance exceeds the car's value.

If you are not at fault

You may be able to file with your own insurer or with the at-fault driver's insurer. Using your own can be faster, and your insurer may then recover the cost from the other side. If the other driver is uninsured or underinsured, UM/UIM coverage may help.

Tips for a smoother claim

• Keep receipts for towing, rentals and out-of-pocket costs.
• Respond promptly to your adjuster's requests.
• Keep copies of all documents and correspondence.
• If you feel a claim is handled unfairly, ask for a supervisor, then consider contacting your state department of insurance, which handles consumer complaints.

Wondering how a claim might affect your price? See how tickets and accidents affect your premium.