Auto Claims FAQ

I just had an accident! What do I do now?

Move to a safe location if your car is creating a safety hazard or if you’re concerned for your own safety. Call the police and follow their instructions. Call 911 if there are any injuries. Collect pertinent information about the other vehicle and the other driver including plate number, policy number, vehicle owner’s name and address, and operator’s driver’s license number and address. If you can safely take a picture of the damage to the vehicles involved, please do so.

How do I report my auto claim?

Do I need to obtain my police report before filing a claim?

No, you can file a claim without having your police report. We will take the claim information that you have, then obtain your police report when it's available and gather the other party's information for you.

I have reported my claim. What happens next?

We will assign an Auto Claims Representative to handle your claim. You can expect a call from your representative within one business day of your report to us. They will ask you how the accident happened and may take a recorded statement. Your Representative will help you understand the claims process and get you back on the road as quickly as possible.

How do I get my car fixed?

If you purchased collision coverage for the vehicle damaged in your accident, we will have a Vehicle Damage Appraiser inspect your damage. If your car is drivable, it can be inspected at your convenience at one of our drive in appraisal locations. If your car is not safe to drive we will send an appraiser to see it. If your car is repairable, you may take your car to any licensed repair facility.

Who decides if my car is a total loss?

The appraiser will determine the extent of the damages and the current value of your car. In most states, there is a threshold that must be met in order to declare a car a total loss. The pre-loss condition, the age and mileage are all factors. A Total Loss Specialist will explain to you exactly how we valued your car. We will dispose of your car for you.

How soon can I get a rental car?

If you pay a premium for Rental Coverage, you can rent a vehicle while your car is being repaired or replaced. If your car is safe to drive, you can rent a vehicle as soon as your car is ready to be repaired at a shop. If the car is not safe to drive, you may rent a vehicle as soon as you need to. In either case, we will pay for a period of time that is reasonable to have your car repaired or replaced up to the 30 day policy limit, whichever comes first.
If you vehicle is a total loss, we will pay for 5 days of rental after we make you a reasonable settlement offer.

Should I purchase additional insurance for my rental car?

When renting due to a loss, your personal auto policy extends most of the same coverage to you for your rental vehicle, subject to your deductible. The cost of collision damage waiver, or additional insurance, is not covered under your policy. However, it is your choice whether or not to purchase this coverage.

What if I or someone else is injured?

If you or any other person is injured as a result of the automobile accident, you should inform us as soon as possible. If you have health insurance, you should abide by the conditions of your health insurance contract. Your Claim Representative will explain what benefits your policy may provide.

Who determines fault for the accident?

Your Claim Representative will investigate the claim and review all of the evidence submitted. Your description of the accident, statements provided, the police report, photos of the damages, the location of the accident, and the liability laws of the state are all considered when making a liability determination. The Claim Representative will work with you to help resolve the claim fairly.

Will I have to pay a deductible?

It depends. In some states, you may purchase a waiver of deductible. If you have a waiver, you have fully identified the “at fault” party and you are not at fault, you will not have to pay the deductible. If you are at fault, the deductible amount will be subtracted from your claim payment.

How long will this process take?

We strive to resolve your claim within two weeks. However, much of that depends on how much information we are provided and the severity of the accident.