How a car insurance claim unfolds

1. 1

   First notice

   Day 1 to 3

   You report the crash to your insurer (or the other driver's). You get a claim number and an adjuster.

   • Write down the claim number and adjuster contact
   • Send photos and the police report number
   • Start your claim journal
2. 2

   Investigation

   First 1 to 3 weeks

   The adjuster reviews statements, photos, the police report and the policy, and decides on fault and coverage.

   • Answer questions factually; follow calls with an email
   • Ask for decisions in writing
   • Ask about rental coverage
3. 3

   Damage appraisal

   Usually within days of inspection

   An appraiser or repair shop inspects the car and writes an estimate, or the insurer declares a total loss.

   • Choose your repair shop (check your state's rules)
   • Ask about hidden-damage supplements
   • Request the valuation report for a total loss
4. 4

   Repair or settlement

   Varies

   Repairs are completed and paid, or the insurer pays the car's value (to your lender first if you owe money).

   • Inspect repairs before you sign off
   • Compare a total loss offer with your own evidence
   • Respond to offers in writing
5. 5

   Injury claims

   Can take months

   Medical bills are paid through PIP, MedPay, health insurance or the at-fault driver's liability coverage. Settlements often wait until treatment is complete.

   • Keep every bill and record
   • Track missed work
   • Consider legal advice for serious injuries
6. 6

   Closing

   At the end

   The claim is closed. If you used your own coverage, your insurer may still pursue the other driver's insurer for repayment.

   • Ask about getting your deductible back
   • Keep the claim file for your records
   • Check your next renewal for changes

General information, not legal advice. If you disagree with a decision, see your options.