What happens when you file a claim
When you file a car insurance claim, you're telling your insurance company that you've had an accident, theft, or other covered loss and you want them to pay for the damage. The company will assign an adjuster to your case, who will contact you within a day or two to gather details about what happened. The adjuster may ask you to provide photos, a police report (if applicable), repair estimates, or medical records depending on the type of claim.
The timeline from filing to payment varies. Simple claims with clear liability and minor damage might settle in two to four weeks. Complex claims—those involving multiple vehicles, injuries, or disputes over who caused the accident—can take two to three months or longer. Your adjuster will tell you what documents they need and give you a deadline to submit them, usually 10 to 30 days.
Key Takeaways
- Contact your insurance company as soon as possible after an accident or loss, ideally within 24 to 48 hours, and have your policy number ready.
- Gather evidence at the scene: photos of vehicle damage, the other driver's license and insurance information, witness contact details, and a police report number if one was filed.
- Your adjuster will request specific documents and set deadlines; submitting them promptly can speed up the claim process.
- You can get repair estimates from your own mechanic or use the insurer's network, and you have the right to choose your own repair shop.
- If you disagree with the adjuster's decision or payout amount, you can request a review or file a complaint with your state's insurance department.
Steps to take immediately after an accident
At the scene, your first priority is safety and legal compliance. Turn on hazard lights, move vehicles out of traffic if it's safe to do so, and call 911 if anyone is injured or if there's significant property damage. Even if damage seems minor, 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, license plate, vehicle make and model, and insurance company name and policy number. If there are witnesses, ask for their contact information. Take photos of all vehicle damage, the accident scene, traffic signs or signals, and road conditions. If you caused the accident, do not admit fault or apologize—simply exchange information and let the insurance company determine liability.
Do not post about the accident on social media, and avoid discussing it with anyone except your insurance company, your doctor (if injured), and your lawyer (if you hire one). Statements you make can be used against you later if liability is disputed.
How to contact your insurance company and report the claim
Call your insurance company's claims line as soon as you can, ideally within 24 to 48 hours. Most insurers have a 24-hour phone line for claims; the number is on your insurance card and in your policy documents. Have your policy number, driver's license, and vehicle identification number (VIN) ready when you call.
During the call, the representative will ask you to describe what happened, when and where it occurred, and whether anyone was injured. They'll also ask whether you filed a police report and whether the other driver was at fault. Be factual and stick to what you know; if you're unsure about something, say so rather than guessing. The representative will assign a claim number and an adjuster, and they'll tell you how the adjuster will contact you.
Some insurers also allow you to file a claim online through their website or mobile app, or by email. Online filing is faster if the accident is minor and you have photos ready, but you'll still need to speak with an adjuster by phone to answer detailed questions.
What your adjuster will ask for and when
Your adjuster will contact you within one to three business days and will ask for documents that prove the loss and establish the value of the damage. For a collision or comprehensive claim (theft, weather, vandalism), they typically need photos of the damage, a repair estimate from a body shop, and your vehicle's maintenance records if the damage is related to wear and tear.
For a liability claim (where you're at fault and the other driver is claiming damages), the adjuster will ask for the police report, witness statements, and photos of the accident scene. If injuries are involved, they may request medical records and bills. The adjuster will set a deadline—usually 10 to 30 days—for you to submit these documents. Missing the deadline can delay your claim, so mark it on your calendar and send documents as soon as you have them.
If you don't have a repair estimate yet, your adjuster can provide a list of approved repair shops in your area, or you can get an estimate from your own mechanic. You are not required to use the insurer's network; you have the right to choose any licensed repair shop. If you use an outside shop, the adjuster may still want to inspect the vehicle themselves to verify the damage.
Getting repair estimates and choosing a repair shop
A repair estimate is a written quote from a mechanic or body shop that lists the damage and the cost to fix it. You can get one from any licensed repair facility. If you have a trusted mechanic, start there. If not, ask your insurance company for a list of approved shops, or search online for body shops in your area and read reviews.
When you contact a shop, explain that you're filing an insurance claim and ask if they can provide a written estimate. Most shops will do this for free. The estimate should itemize each repair, list parts and labor costs separately, and include the shop's contact information and license number. Take photos of the damage before the shop starts work, and keep the estimate for your records.
Your insurance company may send their own adjuster to inspect the vehicle and create their own estimate. If the insurer's estimate is lower than the repair shop's estimate, you can ask the adjuster to explain the difference. If you believe the insurer's estimate is too low, you can request a second opinion or hire an independent appraiser (you may have to pay for this upfront, though some insurers will reimburse you if the appraiser's estimate is significantly higher).
Understanding the adjuster's decision and payout
After the adjuster reviews all documents and inspects the vehicle, they will issue a decision. For a straightforward claim, this decision includes the amount the insurance company will pay toward repairs. The payout is based on your coverage limits, your deductible, and the actual cost of repairs.
Your deductible is subtracted from the payout. For example, if repairs cost $5,000 and your deductible is $500, the insurance company pays $4,500. If the damage is less than your deductible, the insurance company pays nothing and you cover the full cost yourself.
The adjuster will explain how they calculated the payout and will tell you whether the decision is final or whether you can appeal. If you disagree with the amount, you have options: you can request a detailed explanation of how the adjuster arrived at their estimate, ask for a second inspection, or file a complaint with your state's insurance department if you believe the decision violates your policy or state law.
What to do if you disagree with the claim decision
If the adjuster's payout is lower than you expected, ask for a written explanation of how they calculated the damage and the payout amount. Sometimes the adjuster has overlooked damage or misunderstood the repair process, and a conversation can resolve the issue.
If you still disagree, you can request that the insurance company send a different adjuster to re-inspect the vehicle. This is called a re-evaluation or second opinion. Some policies include this right; check your policy documents or ask your adjuster whether it's available to you.
If the insurance company refuses to budge and you believe they've violated your policy or state insurance law, you can file a complaint with your state's Department of Insurance (the name varies by state). The department can investigate and may order the insurance company to pay if they find wrongdoing. Filing a complaint is free and does not require a lawyer, though you can hire one if you choose.
Frequently Asked Questions
How long do I have to file a claim after an accident?
Most insurance policies require you to report an accident within 30 days, though some allow up to one year. The sooner you report, the better—evidence is fresher and the adjuster can begin their investigation quickly. Check your policy for your insurer's specific deadline.
Will filing a claim raise my insurance rates?
It depends on whether you were at fault. If the accident was the other driver's fault and your insurer recovers the cost from their insurance company, your rates typically won't increase. If you were at fault, your rates may go up when your policy renews, though the amount varies by insurer and your driving history. Ask your agent what to expect.
Can I choose my own repair shop, or do I have to use the insurer's network?
You have the right to choose any licensed repair shop. Your insurance company may have a network of preferred shops that offer discounts, but using them is optional. If you use an outside shop, the insurer may still inspect the vehicle to verify the damage, but they cannot force you to use their network.
What if the other driver doesn't have insurance?
If you have uninsured motorist coverage, your own insurance will pay for your repairs and medical bills (up to your coverage limit) regardless of the other driver's insurance status. If you don't have this coverage, you may need to sue the other driver in small claims court or hire a lawyer to recover costs. Check your policy to see whether you have uninsured motorist coverage.
How do I know if my claim is approved?
Your adjuster will contact you by phone or email with the decision. They will explain what the insurance company will pay and what you owe (your deductible). You'll receive a written decision in the mail or through your online account. If you don't hear from your adjuster within the timeframe they gave you, call them to follow up.