When Accidents Happen: Step-by-Step Guide to Filing a Car Insurance Claim

Accidents are noisy and confusing. Claims don’t have to be. Think of the process in four phases: safety, evidence, notification, and resolution. If you move through them in order, you’ll save time, reduce friction, and protect your rights.

Phase 1: Safety and the scene

1. Check for injuries and call emergency services. Your first job is people, not paperwork. If anyone feels even slightly off, ask for medical help.

2. Make the scene safe. Turn on hazard lights. If it’s safe and legal to move the cars, do so; if not, stay put and warn traffic.

3. Stay calm and say little. Exchange information, but don’t argue fault at the roadside. A simple “I’ll let our insurers sort it out” saves you later.

4. Call the police if required. Many places require a report for injury, major damage, or hit-and-run. Ask for the incident or report number.

5. Gather the essentials. Exchange:

• Names, phone numbers, driver’s licenses
• License plates and vehicle identification numbers (VINs)
• Insurance company names and policy numbers
• Photos of insurance cards and registrations if possible

Phase 2: Evidence that actually helps

6. Photograph everything. Take wide shots of the scene and close-ups of each vehicle, damage, road markings, traffic lights, skid marks, and any debris. Include the dashboard showing mileage and fuel level if relevant.

7. Capture context. Note the date, time, weather, exact location, and direction of travel. If traffic cameras or nearby businesses might have footage, jot that down now while you remember.

8. Record the story while it’s fresh. A voice note works. State what you were doing, your speed estimate, and what you saw in the seconds before impact.

9. Collect witnesses. Names and numbers only. Ask if they’re willing to give a short statement later.

10. Avoid roadside admissions. Even a polite “I’m sorry” can be misunderstood. Stick to facts.

Phase 3: Notify and open the claim

11. Call your insurer promptly. Use the number on your ID card or the app. If the other driver is clearly at fault, you can also open a claim with their insurer; starting with your own often moves faster and protects you from delays.

12. Get a claim number. This is your case ID. Save it in your phone along with the adjuster’s name and direct line or email.

13. Share what matters, clearly. Provide:

• A short description of the crash
• The police report number (if any)
• The other driver’s insurance details
• Your photos and a list of visible damage
• Whether the car is drivable and where it’s located

14. Ask about benefits on day one. Clarify your coverages now: towing, roadside, rental or courtesy car, glass, and whether you have a preferred repair network.

Phase 4: Estimates, repairs, and settlement

15. Choose a repair path. You can usually use your own shop or a preferred network shop. Preferred shops often streamline approvals; your own trusted shop can be fine, too. It’s your choice—confirm how estimates will be handled either way.

16. Understand the estimate vs. reality. The first estimate is a starting point. Once parts come off, shops often find hidden damage and submit a “supplement” for approval. That’s normal. Keep copies of all updates.

17. Mind modern tech. If your car has driver-assist cameras or radar in the bumper or windshield, repairs may require calibration. Ask the adjuster to confirm this is covered under your policy language.

18. Manage your deductible. For collision or comprehensive claims, you pay your deductible; the insurer pays the rest of covered repairs. If the other driver is found at fault later, your deductible may be reimbursed.

19. Rental or alternative transport. Confirm daily limits and total allowed days. If a parts delay threatens to strand you, ask your adjuster about extensions or options.

20. Total loss vs. repair. If repair costs approach the vehicle’s value, the insurer may declare a total loss and offer a settlement based on your car’s pre-accident value. Provide maintenance records, recent work, and factory options to ensure an accurate valuation. If you have a loan or lease, ask how payoff, taxes, and fees are handled. Gap coverage can close any shortfall.

21. Keep receipts. Towing, storage, roadside, rideshares to retrieve the car—these may be reimbursable depending on your policy.

22. Mind the paperwork. Read any release before signing. Property damage and bodily injury are often settled separately. Don’t sign a global release if your medical treatment is ongoing.

Special situations (quick playbooks)

Hit-and-run
Call police immediately. Photograph damage and surroundings. Ask nearby businesses about cameras. Your claim may fall under uninsured motorist or collision depending on your policy.

Uninsured or underinsured other driver
Your own uninsured/underinsured coverage can step in. Notify your insurer as soon as you learn the other driver lacks adequate coverage.

Injury claims
Keep a simple diary of symptoms, treatment dates, and expenses. Save every bill and referral. If your policy includes personal injury protection or medical payments, ask how to submit those costs.

Glass-only claims
Many policies handle these fast through dedicated vendors. If your windshield houses a camera, remind the scheduler about calibration.

Animal strikes and weather damage
These typically fall under comprehensive, not collision. The process is the same: photos, claim number, estimate, and repair or settlement.

Your rights and choices (that people often miss)

• Shop choice. You generally have the right to pick your repairer. Insurer networks exist to simplify, not to force you.
• Parts language. Policies may default to non-factory parts. If you have an endorsement requiring factory parts—or if a safety system depends on them—raise it early.
• Second opinions. You can ask for another estimate if the first one seems off. Be polite, share facts, and include any documentation your shop provides.
• Communication cadence. Weekly check-ins keep files moving. A short, specific email works: “Any updates on supplement approval for the bumper and calibration scheduled for Thursday?”

Scripts you can copy

First call to your insurer
“I was involved in a crash today. No one is in danger now. I need to open a claim and get a claim number. The car is [drivable/not drivable] and currently at [location]. I have photos, the other driver’s insurance details, and the police report number. Can you confirm my coverages today—towing, rental, and glass—and tell me the next step?”

With the adjuster after the initial estimate
“Thanks for the estimate. My vehicle has front camera and radar. Can you confirm calibration is included once the bumper and windshield work is complete? Also, what’s the timeline for supplement approval if the shop finds hidden damage?”

To the repair shop
“Please send me your estimate and any supplements you submit. If calibration is needed, I’d like copies of those completion reports for my records.”

Small habits that speed up big claims

• Name every file. “Front_fender_left_01.jpg” beats “IMG_2345.jpg.”
• One PDF per bucket. Photos in a shared album, documents as a single PDF. Adjusters appreciate clean packets.
• Use the app. Many insurers allow uploads, status checks, and messaging without phone tag.
• Stay factual. Dates, times, locations, and invoices get approvals; opinions invite delays.

Red flags worth a calm question

• “No coverage—it’s wear and tear.” Ask your adjuster to point to the clause and explain how it applies to this loss event.
• “We don’t pay for calibration.” Clarify whether your policy covers returning safety systems to pre-loss function; many do when it’s tied to a covered repair.
• “Storage fees are on you.” Ask for towing to a preferred shop promptly and request written authorization if the insurer needs the car held longer for inspection.

When the claim closes

• Inspect the repair. Take a slow walkaround, test features (especially driver-assist), and road-test the car before accepting.
• Ask about warranties. Network shops often provide repair warranties backed by the insurer; independent shops may offer their own. Save those documents.
• File and forget, but keep records. Keep digital copies of everything; they help if questions arise at renewal or if a related issue appears later.

Bottom line

On a messy day, a claim is just a series of small, sensible steps. Protect people first, collect clean evidence, open the claim quickly, and keep the conversation moving with short, specific updates. Know your choices—shop, parts, calibration, rental—and keep receipts. Do that, and you’ll turn the worst ten minutes of your week into a claim that closes without drama.