After a car accident, your insurance claim is only as good as the information you collect. The steps you take in the first hour at the scene matter as much as the call you make to your insurer afterward.
This guide walks through exactly what to do, in order, to file a clean auto insurance claim. It covers what to gather at the scene, how to report the claim, what an adjuster will ask, and how to handle disputes.
At the Scene: What to Do Before You Leave
If you’re physically able and the scene is safe:
- Check for injuries and call 911 if anyone is hurt. Always call the police, even for minor accidents — the police report is critical evidence for your claim. In some states it’s legally required for accidents over a certain damage threshold.
- Move vehicles to safety if you can. If cars are drivable and blocking traffic, pull to the shoulder. If they can’t be moved, turn on hazard lights.
- Exchange information with the other driver. You need their full name, phone number, address, driver’s license number, license plate, insurance company name, and policy number. Take a photo of their insurance card and license.
- Photograph everything. Take wide shots showing the position of the cars, close-ups of damage on both vehicles, the road conditions, traffic signs, skid marks, license plates, and the scene from multiple angles. More photos are always better.
- Get witness contact info. If anyone saw what happened, get their name and phone number. Witness statements can resolve disputed liability.
- Don’t admit fault. Stick to the facts. “The light was green when I entered the intersection.” Don’t say “I’m sorry” or “I didn’t see you” — these can be used against you later.
- Get the police report number. Ask the responding officer how to obtain a copy later. Reports often take 3-10 business days to be available.
Within 24 Hours: Notify Your Insurance Company
Most policies require you to report an accident “as soon as reasonably possible” — in practice, that means within 24 hours. Don’t wait, even if you’re not sure you’ll file a claim. Reporting and filing are different steps.
You can usually report a claim three ways:
- Phone (fastest for major accidents — you’ll talk to a claims rep)
- Mobile app (good for photo upload and minor claims)
- Online portal (typically available 24/7)
When you report, you’ll need to provide:
- Date, time, and location of the accident
- A description of what happened
- The other driver’s information
- Police report number (if available)
- Photos of the scene and damage
- Names of witnesses and their contact information
- Information about any injuries
Your insurer will assign you a claim number. Save it — you’ll reference it for everything related to this claim going forward.
Working with the Claims Adjuster
An adjuster is the person who investigates your claim and determines what your insurer will pay. Expect them to contact you within 1-3 business days.
The adjuster will:
- Ask for a recorded statement (you can decline if you’re not comfortable, but cooperate with reasonable questions)
- Inspect your vehicle (in person at a body shop, drive-in claims center, or remotely via photos)
- Contact the other driver’s insurance company
- Review the police report
- Speak with witnesses
- Determine fault and coverage applicability
Be honest, factual, and brief. Don’t speculate about what happened. Don’t guess at speeds or distances. Say “I don’t know” when you don’t know.
What Happens to Your Car
Once the adjuster inspects the vehicle, you’ll get an estimate. You have a few options:
- Take your insurance company’s preferred shop. Fastest, usually guaranteed work. You may not always like the shop’s quality.
- Use a body shop of your own choice. You have the right in most states. The shop will work with your insurer on the estimate.
- Take a cash settlement. You can take the payout and not repair the car. Some lenders may not allow this if you’re financing.
- Total loss. If repair costs exceed roughly 70-80% of the car’s actual cash value, insurers “total” the car. You’ll get a settlement based on the car’s pre-accident value minus your deductible.
Who Pays: At-Fault vs No-Fault States
How payment works depends on where you live and who is at fault:
- At-fault states (most states): The driver who caused the accident is liable. Their liability insurance pays for the other party’s damages.
- No-fault states (about a dozen): Each driver’s own insurance pays for their injuries, regardless of fault. Vehicle damage usually still works on an at-fault basis.
- If the other driver is at fault: You can file a claim with their insurance (third-party claim) or with yours (first-party claim, using your collision coverage). Your insurer will then pursue reimbursement from theirs (subrogation).
- If the other driver is uninsured: Your uninsured motorist coverage steps in — if you have it. Without it, you may have to sue or absorb the loss.
If You Disagree with the Adjuster
- Get a second estimate. Take your car to an independent body shop and get their estimate in writing.
- Document everything in writing. Email, not phone, is your friend during a dispute.
- Request a re-inspection. If new damage is discovered during repair, the shop and adjuster can do a supplemental inspection.
- Escalate to a supervisor. If you can’t reach agreement with the adjuster, ask for the claims supervisor.
- File a complaint with your state’s insurance commissioner. Every state has a department that handles consumer complaints. This often gets attention.
- Get an attorney. For injury claims or large disputes, a personal injury lawyer typically works on contingency — no upfront cost.
Common Mistakes to Avoid
- Settling too quickly — injuries can show up days later
- Signing a release of liability before all medical issues are resolved
- Posting about the accident on social media (insurance companies look)
- Skipping the police report
- Forgetting to ask about a rental car (most full-coverage policies include one)
- Not documenting injuries with a doctor visit within 24-48 hours