Claims Process Guide

Being in an accident is stressful. Knowing what to do beforehand can help you stay calm, protect your interests, and ensure your claim goes smoothly. This guide walks you through the entire process, from the moment of impact to final settlement.

The Claims Process: Step by Step

1. Ensure Safety at the Scene

   Your first priority is safety. Check yourself and passengers for injuries. If anyone is hurt, call 911 immediately. If possible and safe to do so, move vehicles out of traffic to prevent additional accidents.

   Turn on hazard lights and set up flares or warning triangles if you have them.

2. Call the Police

   Even for minor accidents, a police report creates an official record that can be valuable for your claim. The report documents:

   • Date, time, and location of the accident
   • Parties involved and their insurance information
   • Witness statements
   • Officer's observations and preliminary fault determination

   Get the report number and information on how to obtain a copy.

3. Document Everything

   Take photos and gather information while still at the scene:

   At-Scene Documentation Checklist

   • Photos of all vehicles involved (damage and license plates)
   • Photos of the accident scene from multiple angles
   • Photos of road conditions, traffic signs, weather
   • Other driver's name, phone, address
   • Other driver's insurance company and policy number
   • Other driver's license number
   • Witness names and contact information
   • Notes about what happened (write it down immediately)

4. Seek Medical Attention

   Even if you feel fine, consider seeing a doctor. Some injuries don't show symptoms immediately. A medical evaluation also creates documentation connecting any injuries to the accident.

   Keep all medical records and receipts related to treatment.

5. Notify Your Insurance Company

   Report the accident to your insurer as soon as possible—many policies require "prompt" notification. When you call:

   • Stick to the facts of what happened
   • Don't speculate about fault or injuries
   • Ask about your coverage and the claims process
   • Get your claim number and adjuster's contact information

6. Work with the Claims Adjuster

   Your insurance company will assign an adjuster to your claim. They will:

   • Investigate the accident
   • Review documentation and police reports
   • Assess vehicle damage
   • Determine liability and coverage
   • Calculate the settlement amount

   Cooperate fully, but remember you can ask questions and request clarification at any point.

7. Get Repair Estimates

   Your insurer may have preferred repair shops, but you typically have the right to choose your own. Get multiple estimates if you're unsure about the recommended repairs.

   The adjuster will review estimates and authorize repairs up to the covered amount minus your deductible.

8. Review and Accept the Settlement

   Once repairs are complete or a total loss determination is made, you'll receive a settlement offer. Review it carefully:

   • Does it cover all documented damages?
   • Is the total loss valuation fair (if applicable)?
   • Are all your covered expenses included?

   If you disagree with the settlement, you can negotiate or request a re-evaluation.

Filing with the Other Driver's Insurance

If the other driver is at fault, you have two options:

• File with your own insurance: Your company pays for repairs (minus deductible), then pursues reimbursement from the at-fault driver's insurer
• File with the other driver's insurance: Deal directly with their company for payment

Filing with your own insurer is often faster and simpler, especially if liability is disputed.

If Your Claim Is Denied

If your claim is denied, you have options:

• Request a written explanation: Insurers must explain why a claim was denied
• Review your policy: Understand exactly what's covered and what isn't
• Appeal the decision: Provide additional documentation or evidence
• File a complaint: Contact your state's insurance department
• Consult an attorney: Consider legal advice for significant claims

Protect Your Claim