No matter how careful you are behind the wheel, car accidents happen. A fender bender in a grocery store parking lot, a rear-end collision on the highway, or a storm-related dent—when these moments occur, your car insurance is designed to ease the financial strain. But for many drivers, the claims process feels overwhelming: What do you do first? Who do you call? How long will it take to get your car fixed?
To demystify the experience, we’ve broken down the entire car insurance claim journey—from the seconds after an accident to the final settlement—with expert advice to help you navigate it smoothly.
The moments right after a crash are chaotic, but staying calm and focused on two priorities—safety and evidence-gathering—will set your claim up for success.
“Your first move should always be to make sure everyone is okay,” says Maria Lopez, a senior claims manager at Allstate with 15 years of experience. “Even a ‘minor’ accident can cause hidden injuries, so check yourself, passengers, and anyone else involved.”
If someone is hurt, call 911 immediately. Do not move injured people unless they’re in immediate danger (e.g., a smoking car).
If your vehicle is drivable and you’re on a busy road, move it to a safe spot (like the shoulder or a nearby parking lot) to avoid secondary accidents. Turn on hazard lights to alert other drivers.
If the car isn’t drivable, stay inside with your seatbelt on until help arrives, and keep a safe distance from traffic.
Insurance companies rely on evidence to process claims, so the more details you collect, the better.
Vehicle damage: Take photos of every angle of your car and the other vehicle(s)—close-ups of dents, broken parts, and license plates, plus wider shots showing the overall condition.
The scene: Snap photos of skid marks, debris, traffic signs, stoplights, and the position of the cars relative to each other. Weather conditions (rain, snow, fog) should also be documented.
Witness contact info: If bystanders saw the accident, ask for their names, phone numbers, and emails. “A witness statement can be the deciding factor if there’s a dispute over who’s at fault,” Lopez adds.
Never admit fault during this exchange—even if you think you’re to blame. Let the insurance companies investigate and determine liability.
Once you’re safe and have documented the scene, contact your insurance company as soon as possible. Most insurers offer 24/7 claims hotlines (found on your policy card or insurer’s app) to start the process immediately.
Provide your policy number, the accident’s time and location, and the other driver’s info. If police responded, mention that a report was filed (you’ll need a copy later).
“Delaying a claim can slow things down—insurers need to act quickly to assess damage and talk to witnesses before memories fade,” Lopez notes.
The adjuster needs to evaluate your car’s damage to estimate repair costs. This can happen in two ways:For most claims, the adjuster will meet you at a repair shop, your home, or a company-approved location. They’ll check for visible damage (dents, broken glass) and hidden issues (like a bent frame or damaged transmission) that may not be obvious.
“Inspectors look for signs of pre-existing damage, too—so make sure to point out exactly what happened in the accident,” Lopez says.
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