What happens when you file an auto claim
When you file an auto insurance claim, you are telling your insurance company that you have had an accident, theft, or other covered loss and you want them to pay for the damage or injury. The insurer will assign an adjuster to your case, who inspects the vehicle, reviews police reports if there was an accident, and estimates repair costs. You will need to provide your policy number, details of what happened, photos of the damage, and the contact information of anyone else involved. The adjuster then decides whether the claim is covered under your policy and how much the company will pay.
The timeline from filing to payment varies. straightforward claims with clear liability and no injuries can move through in two to four weeks. Complex claims—those involving multiple vehicles, disputed fault, or injury—can take two to three months or longer. Your insurer is required by state law to acknowledge your claim within a set number of days (usually 10 to 15), but acknowledgment is not the same as approval or payment.
Key Takeaways
- Contact your insurance company as soon as possible after an accident, and have your policy number, driver's license, and vehicle information ready when you call.
- Collect photos of all vehicle damage, the accident scene, road conditions, and the other driver's license and insurance card before you leave the scene.
- An adjuster will inspect your vehicle and may request repair estimates; you can get a second estimate if you disagree with the insurer's valuation.
- Your state's insurance commissioner's office can investigate complaints if your claim is denied or you believe you have been treated unfairly.
- Keep copies of every document you send to your insurer, including photos, repair estimates, medical records, and all written correspondence.
Steps to take when ready after an accident
At the accident scene, your first priority is safety and legal obligation. Turn on hazard lights, move vehicles out of traffic if it is safe to do so, and call 911 if anyone is injured or if there is significant damage. Exchange name, phone number, address, driver's license number, vehicle make and model, license plate, and insurance company and policy number with the other driver. Do not admit fault or apologize for the accident—stick to facts about what happened.
Take photos of all vehicle damage from multiple angles, the overall accident scene, road conditions, traffic signs, and any visible injuries. If there are witnesses, get their names and phone numbers. If police respond, get the officer's name and the report number. Then contact your insurance company. Most insurers have a 24-hour claims line. Have your policy number, driver's license, and a clear account of what happened ready when you call.
What the adjuster will do and what you should provide
Your insurance company will assign a claims adjuster within one to three business days. The adjuster's job is to inspect the vehicle, verify that the damage matches your account of the accident, and estimate repair costs. The adjuster may also request the police report, medical records if you were injured, and repair estimates from body shops. You are not required to use the repair shop the adjuster recommends, but the insurer will only pay up to the amount of their estimate unless you can show that repairs cost more.
Provide the adjuster with all documents you have: photos you took, the police report number, medical bills or records, repair estimates from shops of your choice, and a written timeline of the accident. If you disagree with the adjuster's damage estimate, you can obtain a second estimate from another certified appraiser and submit it. Some states allow you to request an independent appraisal if you and the insurer cannot agree on the repair cost; the appraisal process is outlined in your policy.
Repair estimates and negotiating the payout
Your insurer will either provide a repair estimate or ask you to obtain one. If you take your vehicle to a body shop for an estimate, bring a copy of the adjuster's estimate so the shop can compare. Body shops often find additional damage once they begin work—rust, hidden frame damage, or mechanical problems that were not visible in the initial inspection. If this happens, the shop should contact your adjuster for approval before proceeding, and the adjuster will usually approve payment for necessary repairs that were not originally visible.
If the insurer's estimate is significantly lower than repair quotes you have received, document the difference and submit the higher estimates to your adjuster in writing. Request a review or a second appraisal. Some policies include a deductible—the amount you pay out of pocket before the insurer pays—so confirm what your deductible is and factor it into the settlement amount you expect.
Handling disputes and denials
If your claim is denied, the insurer must provide a written explanation citing the specific policy language or reason. Common reasons for denial include that the damage is not covered under your policy (for example, wear and tear or mechanical failure), that you did not disclose a prior accident or violation when you bought the policy, or that the accident occurred outside the policy period. Read the denial letter carefully and review your policy to understand why.
If you believe the denial is wrong, you can request a formal review by submitting a written appeal with supporting documents—photos, repair estimates, police reports, or medical records. Include a clear explanation of why you think the claim should be covered. If the insurer upholds the denial, you can file a complaint with your state's insurance commissioner's office, which will investigate at no cost to you. The commissioner's office can compel the insurer to reconsider or, in some cases, order them to pay.
Tracking your claim and staying organized
From the moment you file, keep a record of every interaction with your insurance company. Write down the date, time, name of the person you spoke with, and what was discussed. Request a claim number and use it in all future correspondence. Save copies of every email, letter, repair estimate, medical bill, and photo you send to the insurer. Create a folder—physical or digital—with all documents related to the claim.
Most insurers allow you to check claim status online through their website or mobile app, or by calling the claims line. You should receive updates at key points: when the adjuster is assigned, after the inspection, when the estimate is finalized, and when payment is issued. If you do not hear from your adjuster within the timeframe they gave you, follow up by phone or email. Do not assume silence means approval.
What to expect regarding rental cars and additional expenses
If your vehicle is in the shop for repairs, your insurance policy may cover a rental car while you wait. This is called rental reimbursement or rental coverage, and it is optional—you have to have purchased it when you bought your policy. If you have it, the insurer will either arrange a rental directly or reimburse you for the cost up to a daily limit stated in your policy. Keep all rental receipts and submit them to your insurer for reimbursement.
If your vehicle is declared a total loss—meaning the cost to repair it exceeds a certain percentage of its value (usually 70 to 80 percent, depending on your state)—the insurer will pay you the actual cash value of the vehicle, minus your deductible. This is not what you paid for the car; it is what the car was worth at the time of the accident. The insurer will use resources like NADA Guides or Kelley Blue Book to determine value. If you disagree with the valuation, you can submit evidence of comparable vehicles for sale in your area to support a higher value.
Frequently Asked Questions
How long do I have to report an accident to my insurance company?
Most policies require you to report an accident as soon as reasonably possible, usually within 24 to 72 hours. Delaying a report can give the insurer grounds to deny the claim, so contact them the same day if you can. Even if you are unsure whether you will file a claim, report the accident to protect yourself.
Can I choose my own repair shop, or does the insurer get to pick?
You have the right to choose your own repair shop. The insurer cannot force you to use a specific shop, but they will only pay up to the amount of their estimate. If your chosen shop charges more, you may have to pay the difference out of pocket. Some insurers have preferred shops that offer discounts, but using them is your choice.
What if the other driver's insurance company contacts me?
If you were not at fault, the other driver's insurer may contact you to investigate. You can speak with them, but you are not required to. Provide only factual information about the accident itself—do not speculate or discuss injuries. If you have a lawyer, direct all communication to them. If you were partially at fault, consult your own insurer before speaking with the other company.
Will filing a claim raise my insurance rates?
Filing a claim may increase your rates, but it depends on your state, your insurer, and whether you were at fault. If you were not at fault, many insurers will not raise your rates or will raise them less than if you were at fault. Some states limit how much insurers can increase rates after a not-at-fault accident. Ask your insurer what impact the claim will have on your premium.
What should I do if my insurer is taking too long to respond?
State law sets important date for insurers to acknowledge claims, request information, and make decisions. If your insurer misses these important date, you can file a complaint with your state's insurance commissioner's office. Document all dates and attempts to contact the insurer, and include them in your complaint. The commissioner's office can investigate and pressure the insurer to act.