Auto Insurance Claims Guide: What to Do, Step by Step

At the scene

1. Move to safety if you can, turn on hazard lights, and check for injuries. Call 911 if anyone is hurt.
2. Call police when required by law or when there are injuries, significant damage, or a dispute about what happened.
3. Exchange names, phone numbers, insurance companies, policy numbers, license plates, and vehicle information.
4. Photograph all vehicles, the scene, road conditions, and any injuries.
5. Get contact information from witnesses.
6. Do not admit fault or discuss limits; describe facts only.

Reporting the claim

Report the loss to your insurer as soon as possible, by app, phone, or through your agent, even if you believe the other driver was at fault. Most policies require prompt notice and cooperation. You will receive a claim number; keep it with your notes, photos, receipts, and police report number.

Which coverage pays

General examples. Coverage depends on your policy and state law.

First-party vs. third-party claims

A first-party claim is made under your own policy, such as collision or comprehensive. It is usually faster, but you pay your deductible, which your insurer may try to recover from the at-fault driver's insurer through subrogation. A third-party claim is made against the other driver's liability coverage. It avoids your deductible but can take longer while fault is investigated.

Adjusters, estimates, and repairs

An adjuster reviews the damage, often through photos, a drive-in center, or an inspection. Many states allow you to choose your repair shop, even if the insurer recommends one in its network. If the shop finds hidden damage, it submits a supplement for approval. Ask whether rental reimbursement applies and how long it lasts.

Total losses

If repairs would cost more than a threshold set by the insurer or state law, the car is declared a total loss and paid at actual cash value, minus your deductible. Gather evidence of value, such as comparable listings, maintenance records, and recent upgrades. If you owe more than the car is worth, gap coverage can pay the difference. Our auto insurance calculator can help you plan coverage before a loss.

Injury claims

Seek medical care promptly, keep records and bills, and follow your provider's treatment plan. In no-fault states, PIP pays first regardless of fault. Medical payments coverage, health insurance, and the at-fault driver's liability may also apply. Serious injury claims can be complex, and some people consult an attorney.

If you disagree

• Ask the adjuster to explain the decision in writing.
• Provide additional evidence, such as estimates or comparable vehicle listings.
• Use the policy's appraisal clause for disputes about the amount of loss.
• File a complaint with your state insurance department if needed.

Documentation checklist

• Claim number and adjuster contact details.
• Photos of all vehicles, the scene, and injuries.
• Police report number.
• Names and insurance information for other drivers and witnesses.
• Repair estimates, invoices, towing and storage bills, and rental receipts.
• Medical bills, records, and proof of lost wages.
• A log of every call and email, with dates and names.

Rental cars and loss of use

If your policy includes rental reimbursement, it pays for a rental up to a daily and total limit while your car is repaired after a covered claim. If the other driver is at fault, their liability coverage may pay for a comparable rental or loss of use for a reasonable repair period. Ask about limits before you rent so you are not left paying the difference.

Avoiding claim scams

Be cautious of tow operators who arrive uninvited at a crash scene and pressure you to sign paperwork, and of anyone offering cash to stage or exaggerate a claim. Choose your own tow and repair shop when you can, read anything before signing, and never misstate facts to an insurer; insurance fraud is a crime and can void coverage.

How claims affect your premium

At-fault claims often raise premiums at renewal for three to five years, depending on the insurer and state. Not-at-fault and comprehensive claims may have less effect, though rules vary. For small losses close to your deductible, it may make sense to pay yourself; ask your agent before deciding.

Coverage terms to match on every quote

Limits shown are examples, not recommendations. State minimum requirements differ.

Coverage you should think twice about cutting

Some coverage cuts save very little and expose you to large losses. Be cautious about:

• Buying only the state minimum liability. Minimum limits can be exhausted by a single serious injury, leaving you personally responsible for the rest.
• Rejecting uninsured motorist coverage. It protects you when the at-fault driver has no insurance or too little. See uninsured and underinsured motorist coverage.
• Dropping collision on a financed car. Lenders and lessors usually require it.
• Letting the policy lapse between vehicles or during a move.

How insurers set your price

Most insurers price a policy using your driving record, years licensed, age where allowed, the vehicle, where it is garaged, annual mileage, coverage limits, deductibles, prior insurance history, and, where state law permits, a credit-based insurance score. Each insurer weighs these factors differently, which is why quotes for the same driver can differ by hundreds of dollars. Improving the factors you control, especially your record and continuous coverage, pays off over several renewals.

Payment plans and fees

How you pay can change your total cost. Many insurers charge installment fees for monthly payments, and some offer discounts for paying the full term upfront, enrolling in automatic payments, or going paperless. If paying in full is not possible, ask which payment plan has the lowest fees. Missing a payment can cancel your policy and create a lapse, which raises future rates, so set up reminders or autopay.

When an agent may help

Online tools work well for simple situations. A conversation with a licensed agent may be more useful when:

• You have a teen driver, several vehicles, or drivers with recent accidents or violations.
• You need an SR-22 or other state filing. See our SR-22 insurance page.
• You use a vehicle for rideshare, delivery, or other business purposes.
• You own a home, rental property, or significant savings and want liability limits that work with an umbrella policy.
• You have had a claim denied or a policy nonrenewed and need help understanding your options.

An agent can also explain differences in policy wording that are hard to see on a results page.

Switching insurers without a gap

If a new quote is lower, switch carefully so you are never uninsured:

1. Confirm the final price after the insurer verifies your information.
2. Set the new policy to start on or before the date the old one ends.
3. Give the new insurer your lender or lessor information if the vehicle is financed.
4. Save your new ID cards and declarations page.
5. Cancel the old policy effective the same day, and ask about any refund of unused premium.
6. If you have an SR-22, confirm the new insurer files it before the old filing ends.

What to have ready for a quote

These details help produce accurate quotes.

1. Driver details. License numbers and dates of birth for every household driver.
2. Vehicle VINs. And annual mileage for each vehicle.
3. Driving history. Accidents and violations in the past three to five years.
4. Current declarations page. To match limits and deductibles.
5. Garaging address. Where each vehicle is kept.

Auto insurance claims FAQs

Related guides

• Auto insurance guides
• High-risk auto insurance
• How to switch auto insurance

Your next step

Request a quote, and a licensed agent will compare options available to us using the coverage you choose.