What happens when you file an auto insurance claim
When you file an auto insurance claim, you are telling your insurance company that you have had an accident or other damage to your vehicle, and you want them to pay for repairs or replacement. The company will assign an adjuster to your case — this person inspects the damage, reviews your policy, and decides what the company will pay. You do not decide the payout amount; the adjuster does, based on what your policy covers and what the damage actually costs to fix.
The process usually takes between two and six weeks from the time you file until you receive payment or authorization to get repairs done. Some claims move faster if the damage is straightforward and both parties agree on what happened. Others take longer if there is disagreement about fault, if multiple vehicles are involved, or if the adjuster needs time to investigate.
Your role is to report the accident promptly, provide accurate information, and respond to any requests the adjuster makes. The sooner you file, the sooner the clock starts on the investigation.
Key Takeaways
- Report your accident to your insurance company as soon as possible — most policies require notice within a specific timeframe, often 24 to 72 hours.
- Gather the other driver's name, phone number, address, insurance company name, policy number, and vehicle details at the scene, and take photos of all damage and the accident location.
- An insurance adjuster will inspect your vehicle and determine what the company will pay based on your policy coverage and the actual cost of repairs.
- Keep records of all communication with your insurance company, including claim numbers, adjuster names, dates of calls, and what was discussed.
- If you disagree with the payout amount, you can request a second inspection, hire an independent appraiser, or file a complaint with your state's insurance commissioner.
Steps to take when ready after an accident
At the accident scene, your first priority is safety and then gathering information. Move to a safe location if possible, turn on hazard lights, and call 911 if anyone is injured or if there is significant damage. Even if no one is hurt, it is often worth calling the police — a police report creates an official record that can help your claim later.
Before you leave the scene, collect the other driver's name, phone number, address, driver's license number, vehicle make and model, license plate number, insurance company name, and policy number. Write down the location of the accident, the date and time, weather conditions, and how the accident happened. Take photos of all vehicle damage from multiple angles, the accident scene, traffic signs or signals, and road conditions. If there are witnesses, ask for their names and phone numbers.
Do not admit fault or apologize for the accident, even if you think you caused it. Statements made at the scene can be used against you later. Stick to the facts: what you saw, what you did, and what happened.
How to report your claim to your insurance company
Call your insurance company's claims line as soon as you can after the accident — most companies have a 24-hour phone number on your policy card or bill. Have your policy number ready, along with the information you gathered at the scene. The person who takes your call will ask you to describe what happened, confirm your coverage, and assign a claim number. Write down this number and keep it with all your accident documents.
Some insurance companies also let you file a claim online or through a mobile app. This can be faster if the damage is minor and you have photos ready, but calling allows you to ask questions in real time and make sure the company has all the details correct.
Be honest and complete in your report. If you leave out information now and the adjuster finds out later, it can delay your claim or raise questions about whether you are being truthful. If you are not sure about something, say so — do not guess.
What the adjuster does and what to expect
Within a few days of filing, your insurance company will contact you to schedule an inspection. The adjuster will examine your vehicle in person, take photos, and write a damage estimate. This estimate becomes the basis for what the company will pay. The adjuster also reviews the police report (if one exists), interviews you and any witnesses, and may contact the other driver's insurance company to discuss fault.
Fault matters because it determines whose insurance pays. If you are found to be at fault, your own insurance covers the damage (minus your deductible). If the other driver is at fault, their insurance should pay, though the process can take longer because two companies are involved. If fault is unclear or disputed, both insurance companies may investigate further.
The adjuster will contact you with their findings and the repair estimate. If you agree with the amount, the company will either pay you directly or authorize a repair shop to do the work. If you disagree, you have options.
If you disagree with the insurance company's payout
If the adjuster's estimate seems too low, you can request a second inspection by a different adjuster from the same company. You can also hire an independent appraiser — a professional who inspects the vehicle and provides their own damage estimate. If your estimate and the insurance company's estimate differ significantly, many policies allow for an appraisal process where both estimates are reviewed by a neutral third party who makes a final decision.
Before you hire an independent appraiser, check your policy to see whether the cost is covered. Some policies pay for an independent appraisal; others do not. You can also contact your state's insurance commissioner's office to file a complaint if you believe the company is acting unfairly. The commissioner's office can investigate and may pressure the company to reconsider.
Keep in mind that the insurance company is not required to pay for repairs at a shop of your choice if the estimate is higher than what they determined is fair market value for those repairs. You can choose where to get repairs done, but you may have to pay the difference out of pocket if the shop charges more than the insurance estimate.
Documents you will need during the claims process
Gather and keep copies of everything related to your accident and claim. This includes your insurance policy, the police report (if one was filed), photos you took at the scene, the other driver's insurance information, witness contact information, your claim number, and any written communication from your insurance company. If you receive repair estimates from shops, keep those too.
If you are injured and seeking medical treatment, keep records of all medical visits, bills, and prescriptions. If you had to rent a car while yours was being repaired, keep the rental agreement and receipts. Some insurance policies cover rental car costs; others do not. Knowing what your policy covers helps you understand what you can claim.
If the other driver's insurance company contacts you, you can speak with them, but you are not required to give a recorded statement. If you do, keep a record of what was said. If you are unsure whether to speak with the other company's adjuster, you can ask your own insurance company for guidance.
What to do if the other driver's insurance is involved
If the other driver is at fault and you are filing a claim with their insurance company instead of your own, the process is similar but slower because you are dealing with a company that has no existing relationship with you. You will still need to provide the same information — accident details, photos, police report, and your vehicle information — but the other company's adjuster may be more skeptical and may investigate more thoroughly.
The other driver's insurance company may contact you to get your statement. You can speak with them, but remember that they are trying to minimize what they pay. Stick to facts and avoid speculation about how the accident happened or who was at fault. If you disagree with their payout, you have the same options: request a second inspection, hire an independent appraiser, or file a complaint with your state's insurance commissioner.
If the other driver does not have insurance or if their insurance company denies the claim, you may be able to file a claim under your own policy's uninsured or underinsured motorist coverage, depending on what you purchased. This is why it matters to understand what your policy includes before you need it.
Frequently Asked Questions
How long do I have to report an accident to my insurance company?
Most insurance policies require you to report an accident within 24 to 72 hours. Check your policy documents or call your agent to confirm the important date. Reporting late can delay your claim or, in rare cases, give the company grounds to deny it.
Will my insurance rates go up after I file a claim?
That depends on your policy, your state's rules, and whether you were found at fault. If you are at fault, rates often increase. If the other driver is at fault, your rates may not change. Some states have rules limiting how much rates can increase. Contact your insurance agent to understand how a claim will affect your specific policy.
Can I choose which repair shop fixes my car?
Yes, you can choose any repair shop you want. However, the insurance company will only pay up to what their adjuster estimated the repair should cost. If your chosen shop charges more, you pay the difference. Some insurance companies have preferred repair shops that agree to their pricing; using one of these shops can simplify the process.
What if I was partially at fault for the accident?
How partial fault affects your claim depends on your state's rules. Some states use "comparative fault," meaning your payout is reduced by your percentage of fault. Others use "contributory fault," which can bar you from recovery if you are found any percentage at fault. Your insurance adjuster will explain how your state's rules explore to your situation.
Do I have to accept the insurance company's repair estimate?
No. If you believe the estimate is too low, you can get a second opinion from a repair shop or hire an independent appraiser. Many policies include an appraisal clause that allows for a neutral third party to review both estimates if there is a significant disagreement.