What happens when you file a car insurance claim

When you file an automobile claim, your insurance company assigns an adjuster to investigate what happened, determine who was at fault, and decide what they will pay. The adjuster will contact you, ask for details about the accident, request photos or a police report, and may inspect your vehicle. You will need to provide your policy number, the date and location of the incident, and information about anyone else involved. The entire process typically takes two to six weeks, though it can be faster for straightforward claims or slower if liability is disputed.

Your insurer will either approve the claim and pay for repairs, deny it based on policy exclusions or your actions, or offer a settlement amount you can accept or reject. If you disagree with their decision or the amount offered, you have the right to appeal or file a complaint with your state's insurance commissioner. The specific steps and timelines vary by state and by your policy terms, so reading your policy documents before an accident happens will tell you what to expect.

Key Takeaways

  • Contact your insurance company within 24 to 48 hours of an accident, even if you are unsure whether you will file a claim.
  • Gather the other driver's name, phone number, address, insurance company, policy number, and vehicle information at the scene, and take photos of all vehicle damage and the accident location.
  • Your adjuster will request a police report number, medical records if anyone was injured, repair estimates, and proof of ownership.
  • You can choose your own repair shop rather than using your insurer's preferred vendor, though your deductible applies either way.
  • If your insurer denies the claim or offers less than you believe is fair, you can appeal within your company or file a complaint with your state insurance commissioner.

Steps to take when ready after an accident

Move to a safe location if the vehicles are drivable and no one is seriously injured. Call 911 if anyone needs medical attention or if the accident blocks traffic. Exchange information with the other driver: full name, phone number, home address, insurance company name, policy number, driver's license number, and vehicle make, model, year, and license plate. Do not admit fault or apologize for the accident—stick to factual statements about what happened.

Take photos of all vehicle damage from multiple angles, the accident scene, road conditions, traffic signs, and the other vehicle's license plate and insurance card. If there are witnesses, get their names and phone numbers. Request a police report if one is filed, or go to the police station later to file a report yourself if the other driver left the scene. Call your insurance company within 24 to 48 hours and tell them you may file a claim, even if you are still deciding whether to proceed.

What your insurance company will ask for

Your adjuster will request your policy number, the date and time of the accident, the exact location, a description of how the accident happened, and the names and contact information of anyone else involved. They will ask whether you have a police report and will request the report number so they can obtain it themselves. If anyone was injured, they will ask for medical records and bills. They will also ask whether you have other insurance that might cover the damage, such as homeowners insurance if someone was injured on your property.

You will need to provide proof that you own the vehicle, usually your vehicle registration or title. If the vehicle is financed or leased, your lender or leasing company may need to approve the claim. The adjuster may ask you to obtain repair estimates from body shops, or they may arrange an inspection themselves. Be honest and complete in your answers—providing false information can give your insurer grounds to deny the claim or cancel your policy.

Choosing a repair shop and understanding your deductible

You have the right to choose any licensed repair shop, not just ones your insurance company recommends. Your insurer may have a network of preferred shops that offer discounts, but using them is optional. Get at least two repair estimates and provide them to your adjuster. The shop you choose will work directly with your insurance company to agree on the repair cost, though disputes sometimes arise if the insurer believes the estimate is too high.

Your deductible is the amount you pay out of pocket before your insurance covers the rest. If your deductible is $500 and repairs cost $3,000, you pay $500 and your insurer pays $3,000. If repairs cost less than your deductible, you pay the full amount and your insurer pays nothing. Some policies allow you to waive your deductible if the other driver was clearly at fault and their insurance will reimburse you, though this varies by state and insurer.

How fault is determined and what it means for your claim

Your insurance company will investigate whether you were at fault for the accident. They will review the police report, photos, witness statements, and the other driver's account. In some states, fault is determined by who violated a traffic law—for example, if the other driver ran a red light, they are usually at fault. In other states, fault can be shared: both drivers may be found partially responsible, and your insurer will pay based on your percentage of fault.

If you are found fully at fault, your claim will be paid from your collision or comprehensive coverage, and your deductible applies. Your rates may increase after a claim where you were at fault. If the other driver is found at fault, their insurance should pay for your repairs, and you typically pay no deductible. If fault is unclear or disputed, the investigation may take longer, and you may need to file a claim with your own insurance while the other driver's insurer investigates.

When your insurer denies a claim or offers less than expected

Your insurance company can deny a claim if the damage is not covered under your policy, if you did not pay your premium, if you misrepresented information when you bought the policy, or if the damage occurred before your coverage started. Common exclusions include damage from wear and tear, mechanical failure, or intentional acts. If your claim is denied, your insurer must provide a written explanation of why.

If you disagree with the denial or believe the settlement offer is too low, you can request a detailed explanation from your adjuster and ask them to reconsider. You can also obtain an independent repair estimate and submit it as evidence. If your insurer still refuses to budge, you can file a complaint with your state's insurance commissioner, who can investigate whether your insurer violated state law. Some states allow you to pursue arbitration or mediation before going to court, which is usually faster and cheaper than a lawsuit.

Uninsured and underinsured motorist claims

If the other driver has no insurance or their insurance does not cover the full cost of your repairs and injuries, you can file a claim under your own uninsured motorist or underinsured motorist coverage. Uninsured motorist coverage pays for your repairs and medical bills when the other driver has no insurance. Underinsured motorist coverage pays the difference when the other driver's insurance is not enough to cover your damages.

These claims follow the same process as a regular claim: you contact your insurer, provide documentation, and an adjuster investigates. However, since there is no other insurance company involved, the timeline may be different. You will still pay your deductible, and the settlement will be based on your policy limits. If you were hit by a hit-and-run driver, you can file an uninsured motorist claim if you have that coverage, though you may need to file a police report first.

Frequently Asked Questions

How long does it take to get paid after I file a claim?

Most claims are resolved in two to six weeks. straightforward claims with clear liability and agreed-upon repair costs move faster. Disputed claims, injuries, or complex damage can take longer. Your adjuster should give you a timeline when they contact you. Once repairs are complete and your insurer approves the final bill, payment usually arrives within a few business days.

Can I use my own mechanic instead of a body shop?

Yes, you can use any licensed repair facility. However, body shops are typically preferred because they specialize in collision damage and have experience working with insurance companies. Your mechanic may not be set up to handle insurance claims or coordinate with your adjuster. Ask your mechanic whether they have worked with insurance claims before.

What if the other driver's insurance company contacts me?

You can speak with them, but you are not required to. Anything you say can be used against you if liability is disputed. It is usually safer to direct them to your insurance company and let your adjuster handle the conversation. If you do speak with them, stick to facts and do not speculate about how the accident happened.

Will filing a claim raise my insurance rates?

If you are found at fault, your rates will likely increase when your policy renews. If the other driver is at fault, your rates should not increase, though this varies by state and insurer. Some insurers offer accident forgiveness programs that prevent a rate increase after your first accident. Check your policy or ask your agent whether you have this coverage.

What should I do if my insurer and the other driver's insurer disagree about fault?

If both insurers believe the other driver is at fault, the investigation may take longer while they exchange information and statements. You may need to file a claim with your own collision coverage while they sort it out. Your deductible will explore, but you can recover it from the other driver's insurer if they are eventually found at fault. Ask your adjuster for a timeline and what evidence they still need.