How Infinity Insurance Claims Work
Infinity Insurance is a regional auto insurer operating in multiple states. When you file a claim with Infinity, you report the incident to their claims department, provide details about what happened, and submit documentation like photos or police reports. Infinity then assigns an adjuster who investigates the claim, determines what your policy covers, and authorizes repair or payment.
The process typically takes two to four weeks from the time you file until you receive a decision, though complex claims or disputes can take longer. Infinity handles claims through phone, online portals, and local adjusters depending on your state and the type of damage.
Key Takeaways
- You can file a claim by calling Infinity's claims line, using their online portal, or visiting a local agent, and you should do this within a few days of the incident.
- Gather photos of the damage, your policy number, the other driver's information (if applicable), and any police report before you call.
- An adjuster will contact you to schedule an inspection and may request additional documentation like repair estimates or medical records.
- You can track your claim status through Infinity's online portal or by calling your assigned adjuster directly.
Filing Your Claim: The First Steps
Contact Infinity as soon as possible after an incident — ideally within 24 to 48 hours. You have three main ways to file: call their claims line (the number is on your insurance card), use their online portal if you have registered an account, or visit a local Infinity agent in person. Have your policy number ready when you call.
When you file, you will need to describe what happened in basic terms: the date, time, and location of the incident, what vehicles or property were involved, and whether anyone was injured. If another driver was involved, have their name, phone number, driver's license number, and insurance information ready. If a police report was filed, have that report number available.
The person taking your claim will ask follow-up questions to understand the circumstances. Be factual and straightforward — do not speculate about fault or what your policy covers. That is the adjuster's job. After you file, Infinity will give you a claim number and tell you when to expect contact from an adjuster.
What Documentation You Will Need
Infinity will ask for different documents depending on the type of claim. For vehicle damage, gather photos of all damaged areas taken from multiple angles, your repair estimate from a body shop, and any police report if the incident involved another vehicle or a hit-and-run. For theft, you will need a police report number and proof of ownership.
For injury claims, Infinity will request medical records, bills from treatment, and documentation of lost wages if you missed work. Keep originals or certified copies — do not send originals through the mail unless Infinity specifically asks you to. Digital photos and scans are usually acceptable.
If you are unsure what documents Infinity needs for your specific claim, ask your adjuster directly. They will tell you exactly what to submit and the important date for submitting it. Missing a important date can delay your claim, so write down what was requested and when it is due.
The Adjuster's Role and the Inspection Process
After you file, Infinity assigns an adjuster to your claim. This person investigates whether the incident is covered under your policy and determines the amount Infinity will pay. The adjuster will contact you by phone or email to schedule an inspection of the damage.
For vehicle claims, the adjuster may meet you at a repair shop, at your home, or at an Infinity office to photograph and measure the damage. Bring your policy documents and any additional photos you took. The adjuster may also request repair estimates from multiple shops to compare costs. This inspection typically takes 30 minutes to an hour.
After the inspection, the adjuster writes a report and sends it to Infinity's claims team. If the claim is straightforward and covered under your policy, you may receive a decision within a week. If there are questions about coverage or the extent of damage, it can take longer.
Tracking Your Claim Status
You can check on your claim in two ways. If you have set up an online account with Infinity, log in to their portal and look for a "Claims" or "My Claims" section. This portal usually shows the current status (under review, approved, denied, or paid), the claim number, and sometimes notes from your adjuster.
If you do not have an online account or prefer to call, contact your assigned adjuster directly using the phone number on your claim paperwork. Have your claim number ready. The adjuster can tell you what stage the claim is in, whether they need additional information from you, and when you can expect a decision.
If you have not heard from an adjuster within five business days of filing, call Infinity's claims line again and ask for a status update. Delays happen, but you should not have to wait more than a week for initial contact.
What Happens When Your Claim Is Approved
If Infinity approves your claim, they will send you a letter explaining the decision and the amount they are paying. For vehicle damage, Infinity typically pays the repair shop directly if you choose one of their preferred vendors, or they send you a check that you can use at any shop. Some policies require you to pay a deductible out of pocket first.
For total loss claims (when the vehicle is damaged beyond repair), Infinity will offer you a settlement amount based on the vehicle's actual cash value. You can accept this amount, or if you disagree with it, you can request a review or provide documentation of comparable vehicles to support a higher value.
For injury claims, Infinity may pay medical providers directly or reimburse you for out-of-pocket costs. This process can take longer because Infinity may wait until your treatment is complete before finalizing payment.
Disputing a Claim Decision
If Infinity denies your claim or offers an amount you believe is too low, you have options. First, ask your adjuster to explain the decision in writing. Request the specific policy language that supports their decision. Sometimes a misunderstanding can be cleared up with a phone call.
If you still disagree, you can request a formal review. Infinity will assign a different person to look at your claim from the beginning. This review usually takes two to three weeks. You can submit additional documentation or a written statement explaining why you believe the original decision was wrong.
If the review does not resolve the dispute, you may have the right to file a complaint with your state's insurance commissioner or pursue other legal remedies. Your state's insurance department website will have instructions for filing a complaint against Infinity.
Frequently Asked Questions
How long does it take to get paid after my claim is approved?
Payment timing depends on how Infinity is paying. If they pay the repair shop directly, the shop receives payment within 5 to 10 business days. If Infinity sends you a check, it typically arrives within 7 to 10 business days. For injury claims, payment can take longer if treatment is ongoing.
Do I have to use Infinity's preferred repair shops?
No. You can choose any repair shop you want. Infinity may offer a list of preferred vendors who have agreed to certain pricing, but using a preferred shop is optional. If you use a non-preferred shop, Infinity will still pay based on their estimate of repair costs, which may differ from the shop's quote.
What if I disagree with the damage estimate the adjuster provided?
You can obtain your own repair estimate from a body shop and submit it to Infinity. If the estimates differ significantly, Infinity may send the adjuster back for a second look or may agree to split the difference. Document everything in writing and keep copies of all estimates.
Can I file a claim if I was partially at fault?
Yes. Whether Infinity pays depends on your state's fault laws and your specific policy. In some states, you can recover even if you were partially at fault. Your adjuster will explain how fault affects your claim once they investigate.
What should I do if my adjuster is not responding?
Call Infinity's main claims line and ask to speak with a supervisor or a different adjuster. Provide your claim number and explain that you have not heard back. If you continue to have trouble, contact your state's insurance commissioner's office to file a complaint about service delays.