Lifecycle of a Car Insurance Claim

Although it’s everyone’s responsibility to practice safe driving, there’s no guarantee you won’t one day find yourself in a collision with another vehicle. Whether the crash is caused by the other driver’s dangerous actions, by an error in judgment (either yours or theirs) or something else, if vehicle damage has occurred it’s likely you’ll need to involve your insurance company to cover the cost of repairs. Familiarize yourself with the following steps of the claim process so that if you are in a crash, you’ll know how to protect yourself and support your claim.

Soon After the Crash

1. Collect as much information about the crash as possible.

Your insurer will want to know where and when the incident happened, plus any additional information you can share, including photos from the scene; names of other drivers, as well as witnesses and responding police officers; license numbers for all the vehicles; and the other driver’s insurance company (in the event they are at fault).

2. Contact your insurance company to report the incident.

Even if the damage is minor, the sooner you contact your insurer, the better. If you contact them immediately after the crash, they can offer assistance with things like arranging for a tow truck (if needed) and making repair shop recommendations (although the final decision of what repair shop to use is always up to you). If your car is not drivable and your auto insurance policy provides coverage for a rental, the insurer can help you make arrangements for a rental car and tell you how long you’re allowed to keep it. Another reason to contact your insurer as soon as possible is to learn of any critical deadlines, such as time limits for filing claims and submitting bills.

3. Protect the car from further damage.

If your vehicle is still drivable and isn’t taken directly to a repair shop, you’ll be responsible for the car’s condition and for keeping additional damage from happening. If there are broken windows, for example, you’ll need to keep rain from getting in, because any damage that happens after you make the report may not be covered.

During the Claim Process

1. Your insurer will review your claim.

A claims adjuster from your insurance company will review your policy (to determine coverage and the deductibles that apply) as well as the accident report (to determine who is at fault). After a preliminary review, the adjuster will contact you to get any additional details and to answer questions you may have. They’ll talk with other people involved in the collision and work with their insurance companies. They may also send an insurance adjuster to review the damage to your car and to make an initial estimate of the cost of repairs.

2. The repair shop inspects the damage and gives an estimate.

If your car was towed to a repair shop from the site of the collision, the shop will identify the parts that need to be replaced and the repairs that need to be made. If your car is still drivable, let your insurer know where you will take it for the repair estimate. You may choose to have original equipment manufacturer (OEM) parts used to repair your car, but depending on your policy you may have to pay for the difference in cost between after-market parts and OEM parts. Once the insurance company has the repair shop’s estimate, they’ll compare it to their own initial estimate to determine what they will pay.

3. Vehicle repairs are made.

It could be 14 days or more after the crash before this step is reached. Repair time will vary based on the severity of the damage.

4. The repair shop is paid.

Depending on your policy, your insurance company may pay the shop directly. If not, you’ll need to pay the shop and get reimbursed from your insurer—they’ll send you a check for the covered amount or they’ll deposit claim proceeds into your account electronically. If you have auto insurance through AAA and choose to have the repairs done at a AAA Car Care location or AAA Approved Auto Repair facility, you may be eligible for an additional convenience: The insurance payment (minus any deductible) will be made directly from AAA to the repair shop, saving you from paying out of pocket and needing reimbursement.

A lot of the settlement process happens without your direct involvement, so there may be times when you don’t know what’s being done. If you have questions, ask your claims adjustor for information.

Bumps in the Road

• If you aren’t happy with any part of the claim process—you can’t reach a settlement agreement with your adjuster, for example—ask to talk to a manager.
• If your claim is denied, ask for a written explanation so you can see if you disagree with the reason and want to dispute the decision (either on your own or with the help of legal representation).

Had a Crash and Have Insurance Through AAA?

Filing an insurance claim with AAA is fast and easy, and you can start the process in one of several ways: by calling the number on your insurance card, by visiting our Claims Services webpage or by using the AAA Mobile app. (If you haven’t already, go to AAA.com/Mobile to download and install the app. To make full use of the app, register your AAA auto and home insurance policies when you first open it.)

This information is being provided for general informational purposes only. The Auto Club Group does not assume any liability in connection with providing this information.

Coverage is subject to all policy terms, conditions, exclusions and limitations. Discounts and savings opportunities subject to eligibility requirements. Subject to underwriting requirements. AAA Insurance is a collection of AAA branded insurance products, services, and programs made available to qualified members. Personal lines insurance is underwritten by Auto Club Insurance Association, MemberSelect Insurance Company, Auto Club Group Insurance Company, Auto Club Property-Casualty Insurance Company, The Members Insurance Company, Universal Insurance Company, Auto Club South Insurance Company, or Auto Club Insurance Company of Florida. ©2024 The Auto Club Group. All rights reserved.