What happens when you file an accident claim
When you file an accident claim, your insurance company assigns an adjuster to your case. That adjuster will contact you within one to three business days, ask you to describe what happened, and request documents like your policy number, driver's license, and photos of the damage. The adjuster then inspects the vehicle, gets repair estimates, and decides how much your insurer will pay based on your coverage type and policy limits.
The entire process typically takes two to six weeks from the time you file until you receive payment or a denial. If your claim is approved, you'll get a settlement check, and you can choose your own repair shop or use one your insurer recommends. If the other driver was at fault and you have collision or comprehensive coverage, your insurer may pursue subrogation — recovering what they paid from the other driver's insurance company.
Key Takeaways
- Contact your insurance company within 24 to 48 hours of an accident, even if you're unsure who was at fault.
- Gather the other driver's name, phone number, address, insurance company, policy number, and vehicle details at the scene.
- Take photos of all vehicle damage, the accident scene, road conditions, and traffic signs before anything is moved.
- Your adjuster will inspect the vehicle and obtain repair estimates; you are not required to use your insurer's recommended shop.
- Most claims are resolved within two to six weeks, but disputes over fault or damage can extend that timeline.
What to do at the accident scene
Before you leave the scene, move to a safe location if possible and turn on your hazard lights. Call 911 if anyone is injured or if there is significant damage. Get the other driver's full name, phone number, home address, driver's license number, vehicle make and model, license plate number, insurance company name, and policy number. Write down the names and phone numbers of any witnesses who saw the accident.
Take photos of all vehicle damage from multiple angles, the overall accident scene, road conditions, traffic signals or signs, and the position of both vehicles. Do not admit fault or apologize for the accident — stick to the facts of what happened. If a police officer arrives, get their name, badge number, and the report number; you can request a copy of the police report later, which your insurer will also obtain.
Notifying your insurance company
Call your insurance company's claims line as soon as possible, ideally within 24 to 48 hours. Have your policy number, driver's license, and a brief description of what happened ready. Most insurers have a 24-hour claims hotline on the back of your insurance card. You can also file online through your insurer's website or mobile app if you prefer, though a phone call creates a clear record of when you reported the claim.
Tell your insurer the date, time, and location of the accident, the names and contact information of the other driver and any witnesses, and whether police responded. Be honest about what happened, but keep your description factual and brief — do not speculate about who was at fault. Your insurer will ask whether you have injuries or if anyone else was hurt; answer truthfully, as injuries can affect the claim timeline and payout.
Working with the insurance adjuster
Once your claim is assigned, an adjuster will contact you to schedule a vehicle inspection. This inspection typically happens at a repair shop, your home, or the insurer's facility. During the inspection, the adjuster photographs the damage, measures it, and compares it to repair estimates. You have the right to be present during this inspection and to ask questions about what the adjuster is documenting.
The adjuster will also review your police report, medical records if injuries are involved, and any other evidence related to the accident. If the adjuster determines the damage is covered under your policy, they will issue a settlement offer. If you disagree with the amount, you can request a second opinion or file a dispute with your state's insurance commissioner. Some policies include appraisal — a process where you and your insurer each hire an independent appraiser to settle disagreements over repair costs.
Choosing a repair shop and receiving payment
You are not required to use a repair shop your insurer recommends. You can take your vehicle to any licensed repair facility you choose. If you use an out-of-network shop, your insurer will still pay based on their estimate, but you may be responsible for any difference if the actual repairs cost more. Many repair shops will work directly with your insurer and handle the paperwork, which simplifies the process.
Once repairs are approved, your insurer will issue a settlement check. Some insurers pay the repair shop directly; others pay you and require you to pay the shop yourself. If your vehicle is declared a total loss — meaning repair costs exceed 70 to 80 percent of the vehicle's value (the threshold varies by state) — your insurer will offer you the actual cash value of the vehicle. You can negotiate this offer if you believe it undervalues your car; providing recent maintenance records or comparable vehicle listings can support your case.
Disputes and denials
Your insurer may deny your claim if the damage is not covered under your policy, if you did not have active coverage at the time of the accident, or if the insurer determines you were at fault and you do not have uninsured motorist coverage. A denial letter must explain the reason and cite the specific policy language. If you disagree with a denial, you can request a written explanation, file a complaint with your state's Department of Insurance, or consult an attorney.
If your insurer and the other driver's insurer disagree about who was at fault, the process can take longer. Some states follow comparative fault rules, meaning your insurer may pay a portion of your claim even if you were partially at fault. Your adjuster can explain how your state's fault rules explore to your accident. If liability is genuinely unclear, your insurer may suggest mediation or appraisal before making a final decision.
Timeline and what to expect next
Most straightforward claims are resolved within two to six weeks. straightforward claims with clear liability and minor damage move faster; complex claims involving multiple vehicles, injuries, or disputed fault take longer. Your adjuster should provide you with a timeline when they contact you and update you on progress every week or two.
After your claim is paid, keep copies of all documents — the claim number, adjuster's name, settlement letter, repair estimates, and photos. If you later discover additional damage or have questions about the repair work, contact your adjuster. Some insurers offer a warranty on repairs performed at their recommended shops; if you chose your own shop, ask whether that shop offers a warranty on their work.
Frequently Asked Questions
Do I have to report the accident to my insurance company if the other driver's insurance will pay?
Yes. You should report the accident to your own insurer even if you plan to pursue a claim through the other driver's insurance. Your policy typically requires you to report accidents promptly, and your insurer may need to defend you if liability is disputed later. Failing to report can give your insurer grounds to deny coverage if complications arise.
What if I don't have the other driver's insurance information?
If the other driver left the scene or refused to provide information, file a hit-and-run claim with your insurer if you have uninsured motorist or collision coverage. Report the accident to police and get a copy of the police report. Your insurer will use the report to investigate and may still cover the damage, though the process takes longer.
Can I use my own mechanic instead of the insurer's recommended shop?
Yes. You have the right to choose any licensed repair facility. Your insurer will pay based on their estimate of repair costs, but if your mechanic's quote is higher, you may need to pay the difference yourself. Many independent shops will negotiate directly with your insurer to align on costs.
How does a deductible work in an accident claim?
Your deductible is the amount you pay out of pocket before your insurer pays the rest. If your deductible is $500 and repairs cost $3,000, you pay $500 and your insurer pays $2,500. Deductibles explore to collision and comprehensive claims but not to liability claims (which cover damage you cause to others).
What if my vehicle is declared a total loss?
Your insurer will offer you the actual cash value of your vehicle based on its age, mileage, and condition. You can negotiate this offer if you believe it's too low. After you accept the payout, your insurer typically takes ownership of the vehicle. Some insurers allow you to keep the car and reduce the payout by its salvage value if you choose.