What happens when ready after a crash and what your insurer needs from you
After a car crash, your insurer needs three things before they can begin processing your claim: a police report number (or the report itself), photos of the damage, and a written account of what happened. You do not need to have all of these before you call—in fact, you should call your insurer within 24 to 48 hours of the crash, even if you are still gathering information. The reason insurers push for speed is practical: memories fade, witnesses become harder to locate, and the scene changes. Your insurer will assign a claims adjuster to your case, and that person will guide you through what they need next.
Do not admit fault or apologize for the crash when you speak to your insurer or the other driver. Stick to the facts: where the crash happened, what time, weather conditions, what you saw the other vehicle do, and what happened to yours. Your insurer will determine fault based on the police report, witness statements, and the damage pattern—not on what you say in the moment. If you are injured, seek medical attention first; document the treatment and keep all bills and receipts.
Key Takeaways
- Call your insurer within 24 to 48 hours and have your policy number ready; they will assign a claims adjuster to your case.
- Obtain a police report number at the scene or by contacting the police department later; your adjuster will need this to begin the investigation.
- Take photos of all vehicle damage, the crash scene, traffic signs, and road conditions before anything is moved or cleaned up.
- Write down the other driver's name, phone number, address, insurance company, policy number, vehicle make and model, and license plate number at the scene.
- Keep all receipts for medical treatment, rental cars, and repairs; your insurer will need these to calculate what they owe you.
Getting a police report and why your insurer requires it
A police report is the official record of the crash. It includes the officer's observations, statements from both drivers and witnesses, and often a preliminary information of fault. Your insurer uses this report to understand what happened and to defend against claims from the other driver's insurance company if the other party tries to blame you.
At the scene, ask the police officer for a report number before they leave. If you were not able to get one, or if police did not respond to the crash, contact the police department's non-emergency line the next day and provide the date, time, and location of the crash. You can usually request the full report online or in person; some departments charge a small fee (typically $5 to $15) for a copy. Give your insurer the report number as soon as you have it, even if you have not yet received the full document.
If the crash happened in a private parking lot or on private property and police did not respond, your insurer will still process your claim, but the investigation will rely more heavily on photos, witness statements, and the damage pattern. In these cases, take extra care to photograph the scene from multiple angles and to get contact information from anyone who saw what happened.
Documenting damage and the scene with photos and video
Photographs are your evidence. Take them before the vehicles are moved, before repairs begin, and before cleanup. Photograph the overall scene first—wide shots showing the location, road conditions, traffic signs, and both vehicles in their final positions. Then photograph close-ups of all damage to your vehicle: dents, broken glass, torn bumpers, undercarriage damage if visible. If you are injured, photograph visible injuries (bruises, cuts, swelling) within the first few days.
If the other driver's vehicle is damaged, photograph that too. This helps establish the point of impact and supports the police report's account of how the crash occurred. Take photos in daylight if possible; if the crash happened at night, return to the scene during the day and photograph it again to show road conditions and visibility. Video can be useful as well—a short clip showing the overall scene and damage from multiple angles gives your adjuster a clear sense of what happened.
Upload photos to your phone's cloud storage or email them to yourself when ready. This creates a time-stamped backup and ensures you do not lose them if your phone is damaged or lost. Share the photos with your insurer when you submit your claim or when your adjuster asks for them.
Collecting information from the other driver and witnesses
At the scene, get the other driver's full name, phone number, home address, driver's license number, vehicle identification number (VIN—found on the dashboard or door jamb), license plate number, vehicle make and model, and year. Ask for their insurance company name and policy number. Write this down or take a photo of their driver's license and insurance card. Do the same for any witnesses—get their name, phone number, and a brief note of what they saw.
Do not discuss the crash in detail with the other driver beyond exchanging this information. Do not accept cash or agree to settle the claim outside of insurance. If the other driver becomes hostile or refuses to provide information, step away and wait for police. Your insurer will use the police report to obtain the other driver's information if necessary.
If you hit a parked car or property and the owner is not present, leave a note with your name, phone number, and insurance information. Take photos of the damage and the scene. Report the crash to your insurer even if you plan to pay for minor damage out of pocket—your insurer needs to know about any incident involving your vehicle.
Understanding what your insurer will investigate and how long it takes
Your claims adjuster will contact you within a few business days to begin the investigation. They will ask you to describe the crash in detail, review the police report, examine photos, and may contact witnesses. If the other driver's insurer disputes fault, both insurers may hire investigators or engineers to examine the vehicles and determine how the crash occurred. This process typically takes two to four weeks for straightforward crashes where fault is clear, and four to eight weeks or longer if fault is disputed.
During the investigation, your adjuster may ask you to bring your vehicle to a repair shop for an inspection, or they may send an appraiser to inspect it where it sits. They will obtain repair estimates and determine the cost to fix your vehicle or, if it is totaled, the vehicle's cash value before the crash. If you are injured, they will request medical records and bills from your healthcare providers.
You can check the status of your claim by calling your adjuster or logging into your insurer's online portal. Most insurers provide a claim number when you file; use this number every time you contact them about your case.
What happens if you are found at fault or if fault is shared
If the police report or investigation determines that you caused the crash, your insurer will cover the other driver's damages under your liability coverage (up to your policy limit) and your own damages under your collision coverage (minus your deductible). You will owe your deductible—typically $500 to $1,000—out of pocket for your own repairs.
In states that follow comparative fault rules, you can be found partially at fault and still recover some of your own damages. For example, if you are found 20 percent at fault and the other driver 80 percent at fault, the other driver's insurer will pay 80 percent of your damages, and you will owe your deductible on top of that. The exact rules vary by state; your adjuster will explain how fault affects your specific claim.
If you disagree with your insurer's information of fault, you have the right to dispute it. Ask your adjuster for a written explanation of how they reached their conclusion. If you still disagree, you can request that your state's insurance commissioner review the claim, or you can hire an attorney to pursue the matter further.
Handling rental cars, medical bills, and repair costs
If your policy includes rental reimbursement coverage, your insurer will pay for a rental car while yours is being repaired. The daily limit varies by policy (typically $30 to $75 per day); you pay any amount above that out of pocket. Rental reimbursement usually covers the cost of the rental from the day your vehicle is deemed a total loss or taken to the repair shop, until it is returned to you or declared a total loss.
For medical bills, keep all receipts and statements from doctors, hospitals, physical therapists, and pharmacies. If you have health insurance, your health insurer may pay first, and the at-fault driver's liability insurer will reimburse you or your health insurer for costs not covered. If you do not have health insurance, the at-fault driver's liability insurer will cover reasonable medical costs related to the crash.
For repairs, your insurer will obtain estimates from repair shops. You can choose your own shop, or use one your insurer recommends. The insurer will pay the repair shop directly once the estimate is approved, and you will owe your deductible. If the repair cost exceeds a certain percentage of your vehicle's value (usually 70 to 80 percent, depending on your state), your insurer will declare the vehicle a total loss and pay you the cash value minus your deductible instead.
What to do if your claim is denied or you disagree with the settlement
If your insurer denies your claim, they must provide a written reason. Common reasons include: the crash is not covered under your policy (for example, you were using your vehicle for commercial purposes and your policy excludes that), you did not pay your premium, or the damage is considered normal wear and tear rather than crash damage. Review your policy and the denial letter carefully. If you believe the denial is wrong, contact your adjuster and ask for a detailed explanation.
If you disagree with the amount your insurer offers to pay, you can request a second appraisal. Your policy likely includes an appraisal clause that allows you to hire your own appraiser if you and your insurer cannot agree on the vehicle's value or repair cost. The two appraisers will select a third appraiser, and the three will determine the final amount. You and your insurer typically split the cost of the third appraiser.
If you still cannot reach agreement, you can file a complaint with your state's insurance commissioner or hire an attorney. Many attorneys work on contingency for insurance disputes, meaning they take a percentage of what you recover rather than charging an upfront fee.
Frequently Asked Questions
Do I have to use the repair shop my insurer recommends?
No. You can choose any licensed repair shop. Your insurer will pay based on the estimate they approve, regardless of which shop you use. If your chosen shop's estimate is higher than your insurer's estimate, you may owe the difference out of pocket, so get the estimate approved before work begins.
What if the other driver does not have insurance?
If the other driver is uninsured, you will file a claim under your own uninsured motorist coverage (if you have it). This coverage pays for your vehicle damage and medical bills up to your policy limit. If you do not have uninsured motorist coverage, you can sue the other driver directly, though collecting money from an uninsured driver is often difficult.
Can I get a rental car while my claim is being investigated?
If your policy includes rental reimbursement coverage, yes—your insurer will authorize a rental car once your vehicle is taken to a repair shop or declared a total loss. If your policy does not include this coverage, you will need to pay for a rental car yourself, though you may be able to recover that cost from the at-fault driver's insurer if you pursue a claim against them.
How long do I have to file a claim after a crash?
Most policies require you to report a crash within 30 to 60 days, though you should report it as soon as possible. Delaying a report can make it harder to gather evidence and may give your insurer reason to deny the claim. Check your policy for the specific important date.
Will filing a claim raise my insurance rates?
If you are found at fault for the crash, your rates will likely increase at your next renewal. If you are found not at fault, your rates should not increase. The amount of the increase depends on your insurer's rating rules and your driving history. Ask your insurer how the claim will affect your rates before you file.