There really is nothing worse than being involved in a car accident. You are immediately bombarded with concerns regarding your safety, injuries, and damages to your vehicle. Then, when the initial shock wears off, figuring out how to file a car insurance claim can stress you out even more. Insurance claims can seem like a world of confusing documents and terminology. Most people file insurance claims as a last resort, as it can be a tedious and complicated process. 

Filing car insurance claims doesn't have to be complicated and understanding the process before heading into it can ease your anxiety. To make the process easier, keep in mind that the claim you file will have the most impact on how you get compensated, which will help you fix your car and get you to your destination. The first step can be done any time; it starts when an accident occurs. 

We have created step-by-step guidelines to help you draft the claim, starting from obtaining information at the accident scene and ending with communicating effectively with your claims adjuster to settle any disputes you may have.

Step 1: At the Case of the Event - What Comes First

The process of making an insurance claim starts the moment an event occurs. Yes, it starts with everything, including with complicated events like multi-car collisions, simple events like fender benders, or even non-event accidents like witnessing a tree falling on your car. What you do in this scene will determine what happens with the rest of your claim. 

1. Make Sure Everyone Is Safe

The most important thing here, and the most important thing in every situation like this, is health and safety. 

If it is safe and legal to do so, move your vehicle out of traffic. 

Make sure to turn on your hazard lights. 

First make sure you and your passengers do not have any injuries. 

Next, check the other vehicle(s) and make sure there is no one injured there. 

If you find out someone is injured in any way, you should call 911 right away. Only move an injured person if there is a real, immediate danger, like if they are in a car that is burning.

2. Get Police Involved

Even accidents with small damages require us to get a police report. The report will serve as a neutral record of what happened. Documents the specifics of the accident, such as the date, time, and location, the people involved, and a note about who might be at fault. Insurance companies use these reports to determine what happened. When speaking to police, be honest, and provide the facts as well as you can, but do not admit fault. Report only what you know happened.

3. Reporting is Required 

Make sure to get the other driver(s) information as well. A good idea is to take pictures of their documents in case you make an error writing these down.

Full Name and Contact Information: Get their phone number and address. 

Insurance Company and Policy Number: This is a must.

Driver’s License and License Plate Number: Be sure you get a good picture of each. 

Vehicle Details: What is the make and model of their car? What color is it?

Most Important: Do not say you are sorry or that you feel it is your fault, even if you think you are the one who caused the accident. By saying “I’m sorry” you are likely admitting fault and that can be used against you by the other person’s insurance company. Just report what actually happened.

4. Report Everything  

Your cellphone is the best tool you will have. Good documentation can approve or nullify your claims.  

Take Wide-Angle Pictures: Get the full scene of the accident, the road, traffic signals, and weather condition.  

Take Pictures of All Vehicles: Get all the vehicles involved from different angles. Show the location of the vehicles and the extent of the damage for each.  

Get Close-Ups: Take pictures of the damage on your car and the other vehicles and get close to the damage.  

Document All Damages: If a mailbox, a fence, or any other private property was damaged, take pictures of that too.  

Look for Bystanders: If there are people, politely ask for names and contact info, their testimony can be helpful in case the other driver denies any of the details.  

Step 2: Calling Your Insurance  

Once on scene and safe, it is complete to proceed with the claim. Most insurance policies require you to report an incident \"promptly\" or \"as soon as reasonably possible\". Delaying it will cause issues with your claim.

Who Should You Call? Your Insurer or Theirs?  

Typically, there are two options:

Filing The Claim With Your Own Insurer: This is the most common option, particularly if you are at fault or if there is some uncertainty regarding fault. If you have collision coverage, your insurance will pay for your repairs, and then your insurer will seek reimbursement from the at-fault driver's insurance company through a process called subrogation. This is typically quicker and less stressful.  

Filing The Claim With The Other Driver's Insurer: If the other driver is clearly at fault, you can file a claim directly with their insurance company. This way, you won't have to pay your deductible, but you will have to deal with a company who has a financial interest in paying as little as possible. Their service may be slower and they may dispute the liability of their driver.  

Most people report that starting with your own insurer leads to a more pleasant experience.  

Making the Call  

Have the information you got from the scene of the accident in your back pocket. Most of the time, you can begin a claim with a click of a button on your insurance company’s website or mobile app, or on the phone with a claims hotline. Once you are done with that, you will have a claim number. Make sure you keep that number safe, because you will need it to reference all of your future conversations with the insurance company.

Prepare yourself to share a basic and objective summary of what happened by looking at your own notes. The agent will want to hear about what happened during the accident, the damage it caused, and the injuries if there were any.

Step 3: The Claims Adjuster and the Investigation

Once you submit the claim, you will receive a claims adjuster. This person is your main contact. They will review the details surrounding the incident, figure out who is liable (at fault), and determine probability of the damage done.

How to Work with the Adjuster

The adjuster will probably do the following:

Set Up a Vehicle Inspection: They might want a field appraiser to examine your vehicle, or they might want you to take your vehicle to one of their approved body repair shops. Some insurance companies offer a photo estimation service where you take photos of the damage and upload them to the service.

Interview You and Other Parties: The adjuster will want to include your details about the incident. They will get in contact with the other party to the incident and any bystanders. 

Examine Facts: They will study the evidence you supplied such as police documents, photos, and other details.

Communication is Key: Always respond to and work with your adjuster. Provide them with anything they ask for as soon as you can. Keep a record of every interaction that you have with them including the date, time, and what you talked about. If you use email, make sure to save those emails. This will keep a record of the conversations, and can help you if there is a disagreement later on.  

Common Mistakes to Avoid:  

Giving a Recorded Statement to the Other Insurer: They have the right to ask for a recorded statement, but you do not have to do that if you do not want to. You should be careful with that since they can take what you say and use it against you. You should probably just decline and speak with your adjuster first.  

Accepting the First Offer Immediately: You should know the first settlement offer is not the best offer, and the settlement offer is not the amount of money you will be getting. You should not be pressured to accept the offer on the first try. Always try to negotiate the amount of money you will be getting.  

Authorizing a "Blank Check" for Medical Records: The other insurance company might ask you to sign a Medical Authorization but that will just give them access to all of your medical history. Don't do that. You should only give them the medical records that are related to the accident.  

Step 4: Damage Assessment and Getting Repairs  

Now that they have made a decision as to whom is at fault, they will be concentrating on getting your vehicle repaired.

The Repair Estimate

The adjuster is going to give an estimate for the cost of the repairs. This estimate is likely going to be lower than what your preferred body shop is going to offer. This is normal. The estimate is often just a place to open from.

Choosing a Body Shop

Your insurer may offers a shop from the ‘preferred’ or ‘Direct Repair Program’ (DRP) network.

Pros of a DRP Shop: It is often a simpler process. The shop bills the insurance company directly, and the insurance company is likely to guarantee the work.

Cons of a DRP Shop: You may ask yourself if their primary loyalty is to you, or to the insurance company that provides them a lot of work.

You are legally allowed to have your vehicle repaired at any shop you want. If you choose a non-approved shop, you will likely have to pay for repairs out of your own pocket and then wait for them to reimburse you. Your adjuster will have to approve the estimate from the shop. 

Supplements for Hidden Damage

It is very normal for a body shop to find more damage than what the owner of the vehicle or insurance company may be able to see. When this happens, the shop will file a ‘supplement’ asking the insurance company for more money for repairs. This is normal.

Step 5: Total Loss Impact

When the cost to fix your car is greater than a specific percentage of the car's value before the accident (set by state law, generally 70 to 80 percent), the company will consider it a total loss.

We consider the Actual Cash Value (ACV)

Insurers will buy out the total loss claim based on the Actual Cash Value (ACV). This value is based on what the car was worth immediately before the accident. An insurer calculates it from the car's year, make, model, mileage, condition, and recent sales of equivalent cars in your area.

ACV Settlement Value Negotiations

The first value of the car's ACV is only an offer. Insurers expect this offer will be countered by the car owner.

Valuation Report Review: Insurers have to send you the valuation report used to calculate the ACV. This report should be reviewed and checked for the correct mileage and trim and optional equipment listed.

Research on the ACV: Resources like Kelley Blue Book, and NADAguides, and other online marketplaces can help you find similar cars for sale in the area. Comparative cars should have the same year, same make and model, and condition.

Delivering Your Proof: If your surveys indicate that the ACV should be higher, give that proof to the adjuster in a courteous, systematic approach. Attach links to listings for sale or images. If you recently made big upgrades (new tires, for example), you should include your receipts.

Dealing with disputes and Denials.

Regrettably, not every claim gets the results you would expect. You might have a different opinion on the fault allocation, the assessment for repairs, or the total loss settlement.

If Your Claim Gets Denied

The company that covers your claim will give you documentation on why that claim was denied. More frequent reasons for denial include:

The type of damage is not something your policy covers (ex: trying to claim a collision on a liability-only policy).

The adjuster rules you to be 100% liable in a state that practices contributory negligence.

The insurance company believes you are committing insurance fraud.

If you feel that the denial is unreasonable, your first action should be to dispute the claim, starting in the internal department of the insurance company. You should address a letter to the adjuster’s supervisor, clearly stating why you have a different opinion and include any other proof you might have.

What Comes Next

If your internal appeal does not receive a favorable outcome, you have other options to continue pursuing this claim.

Reach Out to State’s Department of Insurance: Each state has a government branch that oversees insurance companies. They are able to settle disagreements and determine whether an insurance company is acting in bad faith.

Attorney Consultation: If the claim is complicated, is likely to include serious injuries, or the car is high in value, an attorney consultation is usually a good idea. An attorney removes the burden of all negotiating communications, and fights to ensure all your rights are being protected.

Conclusion: Your Claim Your Control

You may think that filing for a claim is overwhelming, but it is a process that is very much in your control. Being organized foremost can help tremendously in this ongoing process. The main idea is that you should always be taking the initiative. Being an active participant in your financial recovery is an important step in taking control of your life after the event. Staying organized and document everything to make sure that the other parties are aware you know what you are doing goes a long way in protecting your financial interests.

To highlight your new active role in this situation, remember:

Take photos to document the event.

Promptly contacting your insurance provider is a must and be sure to provide only the facts.

Make a timeline of meetings and calls you have had with your insurance adjuster.

Know you have the right to have an opinion about the repair shop used, and you have the right to settle for an amount you are comfortable with.

Accidents are hard enough on their own. Doing these steps will ensure the claim is as fair and seamless as possible so you can close the chapter with confidence and move on.