What happens when you file an accident claim
When you file an accident claim, you are telling your insurance company that something covered by your policy was damaged or lost, and you want them to pay for the repair or replacement. The insurance company will assign someone called an adjuster to investigate what happened, look at the damage, and decide how much money they will pay you under the terms of your policy.
The process usually takes between two and six weeks from the moment you report the accident to the moment you receive payment, though complex claims can take longer. Your job is to report the accident quickly, provide accurate information, and respond to the adjuster's requests for documents or photos. The insurance company's job is to verify that the damage is real, that it is covered by your policy, and that the amount you are claiming is reasonable.
Key Takeaways
- Report your accident to your insurance company as soon as possible—most policies require you to report within a specific number of days, often 30 or 60.
- Gather photos of the damage, the accident scene, and any visible injuries before anything is moved or cleaned up.
- Collect the names, phone numbers, and insurance information of anyone else involved, plus contact details for any witnesses.
- Keep all receipts, repair estimates, and medical bills related to the accident, because the adjuster will ask for them.
- Do not agree to a settlement offer until you have reviewed it carefully and understand what it covers and what it does not.
Report the accident to your insurance company right away
Call your insurance company's claims line as soon as you can after the accident. Most insurance policies require you to report within 30 to 60 days, though reporting when ready protects you if there is any question about when you notified them. Have your policy number ready when you call.
When you call, tell the representative what happened, when it happened, and where. Be factual and straightforward—do not speculate about who was at fault or what caused the accident. The adjuster will investigate that. You will be asked for your contact information, the names of anyone else involved, and whether anyone was injured. Write down the name and phone number of the person you spoke with and the date and time of the call.
Some insurance companies also let you report online or through a mobile app. The process is the same: provide the basic facts and your policy number. Keep a copy of any confirmation email or reference number they send you.
Document the damage with photos and written notes
Take photos of the damage before anything is repaired, cleaned up, or moved. If the accident involved a vehicle, photograph the exterior damage, the interior, the license plate, and the overall scene. If it involved property damage to your home—a roof leak, a broken window, water damage—photograph the damage and the surrounding area. If you were injured, photograph any visible injuries.
Write down what happened in as much detail as you can remember: the date, time, weather conditions, what you were doing, and exactly what occurred. If other people were involved, write down their names, phone numbers, addresses, and insurance information. If there were witnesses, get their names and contact details too. This written record helps you remember details accurately when the adjuster calls, and it protects you if there is a dispute later.
Do not throw away anything related to the accident. Keep the damaged item itself if possible, all receipts for repairs or replacements, medical bills if you were injured, and any estimates from contractors or repair shops. The adjuster will want to see these.
Understand what your policy covers and what it does not
Before the adjuster calls, read your policy to understand what is covered. Most homeowners insurance covers sudden, accidental damage—a tree falling on your roof, a pipe bursting, a fire. It usually does not cover damage from wear and tear, lack of maintenance, or gradual problems. Most auto insurance covers collision (damage from hitting something), comprehensive (damage from weather, theft, or vandalism), and liability (damage you cause to someone else's property or injuries you cause to someone else).
Your policy also has a deductible—the amount you pay out of pocket before the insurance company pays anything. If your deductible is $1,000 and the damage costs $3,000, the insurance company will pay $2,000. Know your deductible before you talk to the adjuster, because it affects how much money you will actually receive.
If you are not sure what your policy covers, call your insurance agent before you file the claim and ask. It is better to know in advance whether the damage is covered than to find out after the adjuster has investigated.
Work with the adjuster when they contact you
The adjuster will call or email you to schedule a time to inspect the damage. Be available and cooperative. The adjuster may visit your home or vehicle, take photos, and ask you detailed questions about what happened. Answer honestly and stick to the facts. Do not exaggerate the damage or the cost of repairs.
The adjuster may also ask for receipts, repair estimates, medical records, or other documents. Provide these promptly. If you do not have something the adjuster asks for, tell them what you do have and explain why the other item is not available. For example, if you do not have a receipt for a damaged item you owned for years, say so—the adjuster will use other methods to estimate its value.
If the adjuster's estimate seems too low, you can get a second estimate from a contractor or repair shop and send it to them. You can also ask the adjuster to explain how they calculated the amount. Do not agree to a settlement until you understand it.
Review the settlement offer before you accept it
After the adjuster finishes their investigation, the insurance company will send you a settlement offer. This is a letter that explains what damage they found, what they determined is covered by your policy, and how much money they will pay. Read it carefully.
The settlement letter should list each item of damage and the amount they are paying for it. Check that they included everything you reported. If they missed something or if the amount seems wrong, contact the adjuster and ask for an explanation. You can ask them to reconsider, and you can provide additional estimates or evidence to support a higher amount.
If you disagree with the settlement offer and cannot reach an agreement with the adjuster, your policy may allow you to request appraisal—a process where an independent third party reviews the damage and decides how much the insurance company should pay. Check your policy to see if this option is available to you.
What to do if your claim is denied
Sometimes an insurance company denies a claim—meaning they refuse to pay because they believe the damage is not covered by your policy, or because they believe you did not report it in time, or for another reason stated in the policy. If this happens, the denial letter will explain why.
Read the denial letter carefully and look up the section of your policy it refers to. If you believe the denial is wrong, contact your insurance agent or the insurance company's customer service line and ask them to reconsider. You can also file a complaint with your state's insurance commissioner if you believe the company acted unfairly. Your state insurance commissioner's office can be found by searching "[your state] insurance commissioner" online.
Frequently Asked Questions
How long do I have to report an accident to my insurance company?
Most policies require you to report within 30 to 60 days, but check your specific policy for the exact important date. Reporting when ready is always safer, because it removes any question about whether you notified them on time. If you miss the important date, the company may deny your claim.
Do I have to use the repair shop the insurance company recommends?
No. You can use any licensed, reputable repair shop you choose. The insurance company will pay based on their estimate of the repair cost, not based on which shop you use. If your chosen shop's estimate is higher, provide it to the adjuster and ask them to reconsider.
What if the insurance company's estimate is lower than the repair estimate I got?
Send your repair estimate to the adjuster and ask them to explain the difference. You can also request that they send an adjuster to re-inspect the damage. If you still disagree, ask whether your policy allows appraisal, which brings in a neutral third party to decide the amount.
Can I file a claim if I was partially at fault for the accident?
Yes, you can file a claim. Whether the insurance company pays depends on your policy and the laws in your state. Some states use "comparative fault," meaning the company pays based on the percentage of fault assigned to you. Your adjuster will explain how this works in your situation.
What happens if I do not have receipts for the damaged items?
Tell the adjuster you do not have receipts. They can estimate the value of older items based on age, condition, and market research. Provide any information you have—the brand, model, approximate purchase date, or photos from before the damage. The more information you give, the more accurate their estimate can be.