About the Auto Insurance Claims Process

The process of submitting an auto insurance claim can be confusing and intimidating. Understanding the claims process will help clarify the necessary procedures and documentation, as well as help speed the resolution of the claim. Although individual claim details will vary depending upon the type of coverage sought and magnitude of loss or damage, some basic elements exist in the majority of insurance claims.

Reporting the Claim

The reporting of vehicle loss or damage to an insurance agent or company initiates the claim process. It is important to report the loss or damage as soon as is reasonably possible. Some insurance policies require that a claim be reported within a certain timeframe, so it is a good idea to review that provision of the policy. The insurance company will record basic claim information such as your policy number, the facts of the accident or loss, any injuries or vehicle damage that may have occurred, and the current location of the vehicle involved. Having this information readily available when reporting the claim will assist the insurance company in gathering accurate claim details. 

Documentation and Proof of Loss

The insurance representative will need certain information and documents to evaluate your claim.  They may request a copy of the police report if one was filed. If your claim is a result of an accident involving other vehicles, you will be asked to provide information you may have gathered about the other vehicles and individuals involved. The insurance company will also send paperwork to document your version of the events.  It is important to complete all documentation requested by the insurance company, and to contact the claims adjuster if clarification is needed.  Depending on who was at fault in the accident, it may be necessary file a claim with the insurance carrier of the other vehicle or vehicles involved. 

Damage Assessment and Repairs

If there was damage to the vehicle, a claims adjuster will inspect the vehicle and prepare an estimate of the repair costs. Either your insurance carrier or the carrier for the other vehicles involved will make this payment, less any applicable deductible.  This determination is made based upon the liability of the parties involved. Depending on the policy provisions, you may be entitled to a rental car while your vehicle is being repaired, so be sure to ask about this coverage when speaking with the representative. If your claim involves the theft of your vehicle, the insurance company may require a recorded statement from you and conduct an investigation into the circumstances surrounding the theft.  Once the claim is concluded, it is a good idea to contact your insurance agent or carrier to determine how your claim could affect your policy and rates.