What happens when you file a car crash claim
When you file a car crash claim, you are telling your insurance company that you have had an accident and are asking them to pay for the damage or injuries covered by your policy. The insurer will assign an adjuster to your case, who will contact you within one to three business days to gather information about what happened. That adjuster will ask you questions about the crash, may inspect your vehicle, and will review police reports and medical records if injuries are involved.
Your claim does not automatically mean you will receive money. The adjuster's job is to determine whether the crash is covered under your policy, who was at fault, and how much the damage or injury is worth. This process typically takes two to four weeks for straightforward claims, though complex cases with injuries or disputes over fault can take much longer.
Key Takeaways
- Contact your insurance company within 24 hours of the crash, even if you are not sure whether you will file a claim, because delays can give the insurer reason to deny coverage.
- Gather and keep the police report number, photos of vehicle damage and the crash scene, the other driver's insurance information, and contact details for any witnesses.
- An adjuster will inspect your vehicle and review evidence to determine fault and the cost of repairs or medical treatment before the insurer decides what to pay.
- Your deductible is the amount you pay out of pocket before insurance coverage begins, and you will owe it regardless of who caused the crash.
- If you disagree with the adjuster's decision or the amount offered, you can request a review, hire an independent appraiser, or file a complaint with your state insurance commissioner.
Notify your insurer when ready after the crash
Call your insurance company as soon as it is safe to do so, ideally within 24 hours of the crash. Most insurers have a claims hotline that operates around the clock. Have your policy number ready and be prepared to give the date, time, and location of the crash, plus a brief description of what happened. Do not admit fault or speculate about what caused the accident—stick to the facts of what you saw and did.
Your insurance policy likely requires you to report the crash promptly. If you wait too long, the insurer may deny your claim or reduce what they will pay, claiming you did not follow the terms of your coverage. Even if you think the crash was minor or you are unsure whether you will file a claim, report it anyway. You can always decide later not to pursue the claim, but you cannot go back and report it if you miss the window.
Gather evidence at the scene and afterward
At the crash scene, take photos of all vehicle damage from multiple angles, the overall scene showing road conditions and traffic signals, and any visible injuries. Get the other driver's name, phone number, address, driver's license number, license plate, vehicle make and model, and insurance company name and policy number. Write down the names and phone numbers of any witnesses who saw the crash happen. If police respond, get the officer's name and the report number—you will need this to request the full police report later.
After you leave the scene, keep all receipts related to the crash: repair estimates, medical bills, prescriptions, and transportation costs if you need a rental car while yours is being fixed. Take photos of any injuries a few days after the crash, as bruising and swelling often become more visible over time. If you receive medical treatment, ask your doctor's office to send copies of all records and bills to you, not just to your insurance company. Having your own copies protects you if documents go missing in the claims process.
Understand your deductible and coverage limits
Your deductible is the amount you agree to pay toward repairs or medical costs before your insurance coverage kicks in. Common deductibles are $250, $500, $1,000, or higher. If your repair bill is $3,500 and your deductible is $500, you will pay $500 and your insurance will pay $3,000. You owe your deductible regardless of who caused the crash, unless the other driver's insurance is paying for the damage through their liability coverage.
Your policy also has coverage limits—the maximum amount the insurer will pay for a particular type of claim. Collision coverage pays for damage to your own vehicle regardless of fault, up to your limit. Comprehensive coverage pays for theft, weather, and animal strikes. Liability coverage pays for damage you cause to someone else's vehicle or injuries to other people, up to your limit. If the repair cost exceeds your coverage limit, you are responsible for the difference. Review your policy documents to know exactly what you are covered for and what the limits are.
What the adjuster will do during the investigation
The adjuster assigned to your claim will contact you to schedule a time to inspect your vehicle. Bring the vehicle in the condition it was after the crash if possible, though you may need to move it for safety or to get it to a repair shop. The adjuster will take photos, measure damage, and may consult with a mechanic about repair costs. They will also request the police report, medical records if you were injured, and any other evidence related to the crash.
The adjuster's goal is to determine fault—whether you, the other driver, or both of you share responsibility for the crash. They will review the police report, witness statements, photos, and the damage patterns on both vehicles. In some states, fault is shared based on each driver's percentage of responsibility. In others, one driver must be found fully at fault. The adjuster's information of fault directly affects how much the insurer will pay. If they find you were at fault, your own collision or comprehensive coverage will pay (minus your deductible), but the other driver's liability insurance will not.
Respond to the adjuster's settlement offer
Once the adjuster completes their investigation, they will send you a settlement offer in writing. This letter will state the amount the insurer is willing to pay, what they are paying for (repairs, medical treatment, rental car costs, etc.), and the reasoning behind their decision. Read this carefully and compare it to your own repair estimates and medical bills. If the offer matches your costs and you agree with the fault information, you can accept it and the claim moves toward payment.
If you disagree with the amount or the fault information, you have options. You can request a detailed explanation of how the adjuster calculated the offer. You can obtain an independent repair estimate from a shop of your choice and submit it to the insurer—many will increase their offer if a reputable shop's estimate is higher. You can also hire an independent appraiser to inspect the vehicle and provide a professional assessment of repair costs. If the appraiser's estimate differs significantly from the insurer's, many policies allow for appraisal, where you and the insurer each choose an appraiser and those two choose a third to make a binding decision.
Dispute resolution if you disagree with the decision
If you and your insurer cannot agree on the settlement amount or fault information, you can file a complaint with your state's insurance commissioner or department of insurance. This is a free process and does not require a lawyer. You will need to submit a written complaint explaining why you disagree with the insurer's decision, along with copies of your policy, the adjuster's report, repair estimates, medical records, and any other supporting evidence. The state will investigate and may require the insurer to reconsider their decision.
Another option is to hire a lawyer or public adjuster to represent you. A public adjuster works on your behalf to negotiate with the insurance company and typically charges a percentage of any increase they win for you. This is most common in cases involving significant injury claims or disputes over major damage. For minor disputes, the cost of hiring representation may exceed what you would gain, so weigh this carefully. Some lawyers work on contingency for injury claims, meaning they only get paid if you win money, but this is less common for property damage disputes.
Frequently Asked Questions
Do I have to use the repair shop the insurance company recommends?
No. You can take your vehicle to any licensed repair shop you choose. The insurer will pay based on their estimate of repair costs, not the shop's bill, so if your shop charges more than the estimate, you may owe the difference. Some insurers have preferred shops that agree to use original manufacturer parts and warranty their work, but using a preferred shop is your choice, not a requirement.
What if the other driver does not have insurance?
If you have uninsured motorist coverage, your own insurance will pay for damage to your vehicle (minus your deductible) and medical expenses, up to your coverage limits. You can also pursue the other driver in small claims court or civil court to recover costs, though collecting money from someone without insurance is often difficult. Some states allow you to file a claim with a state uninsured motorist fund, though availability and limits vary.
How long does it take to get paid after I accept a settlement?
Most insurers issue payment within five to ten business days of you accepting the settlement offer. Payment is typically sent to you and the repair shop jointly if the claim involves vehicle damage, meaning both of you must sign the check before it can be cashed. If you have a loan on the vehicle, the insurer may also require the lender's signature. Ask your adjuster about the payment timeline and who the check will be made out to.
Can the insurance company deny my claim because I did not get a police report?
Not automatically. A police report helps establish what happened, but it is not required for a claim to be valid. If you have photos, witness statements, or other evidence of the crash, the insurer can still process your claim. However, without a police report, the adjuster may have more difficulty determining fault, which could delay your claim or result in a lower offer if fault is unclear.
Will filing a claim raise my insurance rates?
Filing a claim may increase your rates at renewal, depending on your state's laws, your insurer's policies, and whether you were found at fault. If the other driver was at fault and their insurer is paying, your rates are less likely to increase. If you were at fault, most insurers will raise your rates. The amount of the increase varies by insurer and state. Ask your agent what impact the claim will have on your premium before you file.