What happens when you file an auto insurance claim

When you file an auto insurance claim, your insurer assigns an adjuster to investigate the accident, estimate the damage, and determine who pays. The process typically takes two to six weeks from start to finish, though complex claims or disputes can stretch longer. You will need the police report number (if police responded), photos of the damage, the other driver's insurance information, and a description of what happened.

The adjuster's job is to verify that the loss is covered under your policy and to calculate what the repair or replacement should cost. They do this by reviewing the accident details, inspecting the vehicle, obtaining repair estimates, and sometimes consulting medical records if injuries are involved. Your role is to provide accurate information and cooperate with the investigation—this means being honest about the accident and making yourself available for questions.

Most claims are settled without dispute. The insurer pays the repair shop directly, or they send you a check for the agreed amount. If you disagree with the settlement offer, you have options: you can request a re-evaluation, hire your own appraiser, or file a complaint with your state's insurance commissioner.

Key Takeaways

  • You must report the claim to your insurer within the timeframe stated in your policy—usually 30 to 60 days—or risk losing coverage for that loss.
  • An adjuster will inspect your vehicle and obtain repair estimates; you should also get your own estimate to compare if the settlement seems low.
  • The adjuster determines fault based on the police report, witness statements, and the accident scene; this affects whether your insurer or the other driver's pays.
  • If you disagree with the settlement, you can request appraisal (a neutral third party reviews the damage) or file a complaint with your state insurance commissioner.
  • Keep all receipts, medical records, and repair invoices; these documents support your claim and protect you if a dispute arises later.

Steps to take when ready after an accident

Before you contact your insurer, gather information at the scene. Get the other driver's name, phone number, address, driver's license number, license plate, vehicle make and model, and their insurance company name and policy number. If there are witnesses, write down their names and phone numbers. Take photos of all vehicle damage, the accident scene, road conditions, traffic signs, and the other vehicle's position.

If police responded, ask for the report number and the officer's name. If no police report was filed but you believe the other driver was at fault, you can file a report yourself at the police station or online, depending on your state. Do not admit fault or apologize for the accident, even if you think you caused it—let the adjuster determine liability.

Once you have this information, contact your insurance company. Most insurers have a 24-hour claims line. You will need your policy number, the date and time of the accident, and a brief description of what happened. The insurer will assign an adjuster and tell you the next steps.

How the adjuster investigates your claim

The adjuster will contact you to schedule an inspection of your vehicle. Bring the vehicle in the condition it was after the accident—do not make repairs before the inspection unless the vehicle is unsafe to drive. The adjuster will photograph the damage, measure it, and compare it to repair estimates from local shops.

If the accident involved another vehicle, the adjuster will also obtain a statement from the other driver and review the police report. They may contact witnesses or request medical records if anyone was injured. This investigation determines whether the claim is covered, who is at fault, and how much the repair should cost.

The adjuster then prepares a settlement offer. This offer includes the estimated repair cost, minus your deductible, and any other covered losses like rental car expenses or medical bills. You will receive this offer in writing, usually by mail or email.

Disputing a settlement offer you think is too low

If the adjuster's estimate is lower than repair quotes you obtained, you have the right to challenge it. First, gather your own repair estimates from reputable shops in your area. Get at least two estimates and bring them to the adjuster. Sometimes a conversation with the adjuster is enough to resolve the difference.

If the adjuster will not increase the offer, you can request appraisal. This is a formal process where you and your insurer each hire an appraiser to inspect the vehicle and agree on the damage estimate. If the two appraisers disagree, they select a neutral third party called an umpire, and the three of them reach a binding decision. Appraisal usually costs $300 to $500 total, split between you and your insurer, though some policies cover the insurer's share.

Before you pursue appraisal, understand that the umpire's decision is final and binding. If you are confident your repair estimates are accurate, appraisal is worth the cost. If you are uncertain, ask the adjuster to explain their estimate in detail—sometimes the difference comes down to parts quality or labor rates, which you can then discuss.

Fault information and how it affects your claim

Your insurer determines fault based on the police report, witness statements, the accident scene, and state traffic laws. In at-fault accidents, you are responsible for the damage, and your insurer pays for repairs to your vehicle (minus your deductible) and any injuries or property damage you caused to others. Your rates may increase after an at-fault claim.

In not-at-fault accidents, the other driver is responsible. Their insurer should pay for your repairs and any injuries you sustained. You typically pay your deductible upfront, but your insurer may recover it from the other driver's insurer later—this is called subrogation. If subrogation succeeds, you get your deductible back.

If fault is unclear or disputed, the adjuster may classify the claim as liability pending while they investigate further. This can delay settlement. If the other driver's insurer disagrees with your insurer's fault information, the two companies may go to arbitration or mediation to resolve it. You may be asked to provide a recorded statement or attend a hearing, though this is rare in routine claims.

What to do if your insurer denies the claim

An insurer can deny a claim if the loss is not covered under your policy, if you did not report it within the required timeframe, or if you misrepresented information on your process. Common reasons for denial include driving without a valid license, using the vehicle for commercial purposes when your policy forbids it, or damage from an excluded cause like flood or earthquake.

If your claim is denied, the insurer must provide a written explanation. Read it carefully and compare it to your policy. If you believe the denial is wrong, contact your insurer and ask them to reconsider. Provide any additional information that supports your claim—for example, if they say you reported late, show them proof you reported within the important date.

If the insurer still refuses to pay, you can file a complaint with your state's insurance commissioner. The commissioner's office will investigate whether the insurer violated state insurance law. This process is free and does not require a lawyer. You can also consult a lawyer about whether you have grounds to sue, though this is uncommon unless the claim amount is substantial.

Rental car coverage and other claim expenses

Most auto insurance policies include rental reimbursement coverage, which pays for a rental car while yours is being repaired. The policy specifies a daily limit—typically $30 to $50 per day—and a total limit, usually $900 to $1,500. You are responsible for any charges above these limits.

When your vehicle is in the shop, contact your insurer to report that you need a rental. Some insurers have preferred rental companies and will arrange the rental directly. Others reimburse you after you provide a receipt. Keep all rental receipts and invoices; you will need them to support the claim.

If your policy includes transportation expenses coverage instead of rental reimbursement, it covers rideshare, taxi, or public transit costs while your vehicle is being repaired. The daily and total limits are usually lower than rental coverage.

Frequently Asked Questions

How long do I have to report a claim to my insurance company?

Most policies require you to report a claim within 30 to 60 days of the accident. Check your policy documents for the exact important date. Reporting late can result in denial of the claim, so contact your insurer as soon as possible after an accident, even if you are not sure whether you will file a claim.

Will my rates go up after I file a claim?

Rates typically increase after an at-fault claim, though the amount varies by insurer and state. Not-at-fault claims usually do not affect your rates. Some insurers offer accident forgiveness, which prevents a rate increase after your first accident. Check your policy or ask your agent whether you have this coverage.

Can I choose my own repair shop, or does the insurer pick one?

You have the right to choose your own repair shop. Your insurer cannot force you to use a specific shop, though they may have a network of preferred shops that offer discounts. If you use a non-preferred shop, the insurer will still pay based on their estimate, so compare the repair quote to the insurer's estimate before you decide.

What if the other driver does not have insurance?

If the other driver is uninsured, your own uninsured motorist coverage will pay for your repairs and injuries, minus your deductible. You will need to file a claim with your own insurer and provide proof that the other driver had no insurance. The police report usually documents this. Your rates should not increase because the accident was not your fault.

How do I know if the adjuster's estimate is fair?

Get repair estimates from at least two independent shops in your area and compare them to the adjuster's estimate. If the estimates are significantly higher, bring them to the adjuster and ask for an explanation of the differences. Differences in parts quality, labor rates, or whether the estimate includes hidden damage can account for variations. If you still disagree, request appraisal.