How to File an Auto Insurance Claim: Insider Steps (2025)

So I processed auto insurance claims for six years. Thousands of them. And the number one thing that made my job harder—and made outcomes worse for claimants—was people not knowing what to do right after an after a car accident. They’d panic, they’d forget stuff, they’d say things they shouldn’t say, and then two weeks later I’m on the phone with them trying to piece together what happened and the other driver’s story is completely different and we have no photos and no police report and just… chaos.

I don’t blame anyone for this. Nobody teaches you how to file an insurance claim. You take driver’s ed and they show you gruesome car crash videos but they don’t tell you what to actually DO after a fender bender in a Walgreens parking lot. So here’s everything I wish people knew before they called me.

At the scene (this matters more than anything else)

The first 30 minutes after an accident set up everything that comes later. Screw this up and your claim gets way harder.

First: stop and stay. This sounds obvious but people leave scenes all the time—either because they panic or because they think the damage is minor or because they’re late for something. Don’t. In most states, leaving the scene of an accident is a crime. Even for a parking lot ding. Stay put.

Check for injuries. Yourself first, then passengers, then the other people involved. If anyone is hurt, call 911 immediately. Don’t try to move anyone who might have a neck or back injury. And here’s the thing—some injuries don’t show up right away. Adrenaline is wild. You might feel fine at the scene and wake up the next morning unable to turn your head. Don’t say “I’m fine” to anyone. Say “I’m not sure yet” or “I’ll need to get checked out.”

Call the police. Even for minor accidents. I cannot stress this enough. A police report is the single most useful piece of documentation you can have for your claim. It’s an independent third party recording what happened, taking statements from both drivers, sometimes from witnesses. Without a police report, it’s your word against theirs, and that makes everything harder.

Some people think you only need to call police if there are injuries or if damage is above a certain amount. And technically yeah, some states have thresholds. But call anyway. The worst they can do is tell you they’re not coming out for a minor accident. And even then, you can file your own report at the station later.

Document EVERYTHING (your phone is your best friend)

Take photos. Then take more photos. Then take photos you think you don’t need.

I used to tell people: 50 photos is better than 5. Storage is free. Take pictures of:

Both vehicles—all angles, close-ups of damage, wide shots showing position

The scene—the intersection, the parking lot, traffic signs, road conditions, any skid marks

The other driver’s license, registration, and insurance card (take PHOTOS, don’t just write it down—you might write it wrong)

Any visible injuries on anyone

Weather conditions if relevant

Anything else that seems even slightly important

The number of claims I processed where the photos were blurry, or there were only three of them, or they somehow didn’t include the actual damage… infuriating. And it hurt the claimant, not me. I’m just doing my job. But if you want the best possible outcome, give me something to work with.

Get witness information

If anyone saw what happened, get their name and phone number. Don’t be shy about this. Walk up to people and say “hey, did you see what happened? Can I get your contact info in case my insurance needs to reach you?”

Most people will help. They might not want to stick around and give a statement to police, but they’ll usually let you take down their number.

Witnesses are huge. They’re neutral. They have no reason to lie. If the other driver is claiming you ran a red light and you have a witness who says “no, their light was definitely green,” that changes everything.

What NOT to say at the scene

Okay so this is important and I feel like a jerk saying it but—don’t admit fault. Don’t apologize. Don’t say “I’m so sorry, I didn’t see you” or “oh god this is all my fault.” Even if you think it might have been your fault. Even if you feel terrible.

Here’s why: at the scene, in the moment, with adrenaline pumping, you don’t actually know what happened. You might THINK you were at fault but maybe the other driver was texting. Maybe their brake lights were out. Maybe there’s something you couldn’t see from your angle. Let the investigation figure out fault.

I’ve seen claims where someone apologized profusely at the scene, and then we found dashcam footage showing the other driver ran a stop sign. But that apology was already on record. It made everything more complicated.

Be polite. Be calm. Exchange information. Don’t discuss fault. Don’t sign anything. And for the love of god don’t post about it on social media until your claim is settled. I’ve seen claims get denied because someone posted “lol I totally wasn’t paying attention and rear-ended someone” on Twitter. Just don’t.

Filing the actual claim

Call your insurance company as soon as possible. Most insurers have 24/7 claims lines. Don’t wait until Monday if the accident happened Friday night. Don’t wait until you “feel better.” Call them that day or the next morning at the latest.

Why the rush? A few reasons. First, your policy probably has language about “prompt notification”—waiting too long can technically give them grounds to deny your claim. Second, memories fade fast. You’ll remember details better today than you will next week. Third, if the other driver files first, you’re already on the defensive.

When you call, you’ll give them basic information: when and where the accident happened, who was involved, a general description of what happened. Don’t overthink this part. Stick to facts. “I was driving east on Burnside, stopped at a red light, and another vehicle rear-ended me.” You don’t need to tell them your whole life story.

They’ll assign you a claim number and an adjuster. Write down both. The claim number is how you reference this case forever. The adjuster is your point of contact—that’s who you’ll talk to, email with, argue with if it comes to that.

What to do about medical stuff

See a doctor. Even if you feel okay. I said this before but I’m saying it again because people skip this step constantly.

Some injuries take days to show up. Soft tissue damage, whiplash, internal stuff—you might feel “fine” at the scene and develop symptoms later. According to Mayo Clinic, whiplash symptoms can be delayed by 24 hours or more. If you wait two weeks to see a doctor, the insurance company (either yours or theirs) might argue your injuries aren’t related to the accident. “Well, it happened two weeks ago and you seemed fine until now…”

Get checked out within 24-48 hours. Keep all your medical records. Save receipts for everything—prescriptions, co-pays, parking at the clinic, whatever. All of it is potentially recoverable.

Working with the adjuster (hi, that was me)

So I was on the other side of this for six years. Here’s what I can tell you.

Adjusters are not your enemy, but they’re also not your advocate. Our job was to investigate the claim, determine liability and damages, and settle for an appropriate amount. “Appropriate amount” was supposed to mean fair, but there was definitely pressure to keep payouts reasonable. The insurance company is a business. They don’t want to overpay.

Be honest with your adjuster. Don’t exaggerate. Don’t lie. We could tell when people were inflating things, and it made us suspicious of everything else they said. But also—don’t undersell. If your neck hurts, say your neck hurts. If you’re worried about long-term effects, say that. Don’t try to be tough.

Provide documentation. Photos, police report, medical records, repair estimates—give them everything they ask for, promptly. The faster you respond, the faster your claim moves. I had files sit on my desk for weeks because I was waiting on the claimant to send me one document they kept forgetting about.

Get everything in writing. If your adjuster tells you something on the phone—”we’ll cover the rental car for 30 days” or “we’re accepting liability”—follow up with an email confirming it. “Per our conversation today, you confirmed that…” Create a paper trail.

The repair process

You usually have the right to choose your own repair shop. Insurance companies have “preferred” or “partner” shops and they’ll push you toward those, but in most states you can go wherever you want. The preferred shops are fine—they have agreements with the insurer that can actually make things smoother. But if you have a mechanic you trust, you can use them.

Get multiple estimates if you can. At least two. This protects you if one shop is way overpriced or if the insurance company’s estimate seems low.

If the repair estimate exceeds a certain percentage of your car’s value—usually around 70-75%—the insurance company will probably total your car. “Totaled” doesn’t mean destroyed, it means it’s not economically worth repairing. They’ll pay you the actual cash value of the car before the accident, minus your deductible, and you figure out what to do from there.

If you disagree with their valuation of your car, push back. Provide comparable listings—same year, make, model, mileage, condition—showing what similar cars are selling for. Kelley Blue Book is a good starting point. I had claimants do this all the time and sometimes they were right, the initial valuation was low, and we adjusted.

Mistakes that will make your life harder

Waiting too long to file. Just call them. Do it today.

Not taking enough photos. 50 is better than 5, I mean it.

Not getting a police report. “But the officer said it was too minor”—file one yourself at the station then.

Apologizing or admitting fault at the scene. You don’t know the full picture yet.

Posting about the accident on social media. Just don’t.

Not seeing a doctor because you “feel fine.” See one anyway.

Signing anything from the other driver’s insurance company without reading it. They might be trying to settle quickly and cheaply before you know the full extent of your damages.

Accepting the first settlement offer without question. You can negotiate. You can provide more documentation. You can push back.

How long does all this take

Depends on the claim. A straightforward fender bender with clear liability, no injuries, and cooperative parties? Maybe 2-4 weeks to settle.

Something with injuries, disputed liability, multiple vehicles, lawyers involved? Months. Sometimes over a year for really complicated ones.

The biggest delay is usually waiting on other people—the other driver’s insurance, medical providers sending records, shops providing estimates. Stay on top of it. Follow up. Be the person who calls once a week to check on status. Squeaky wheel gets the grease and all that.

I hated getting calls from the same claimant every three days but you know what? Their claims moved faster because I knew they were watching.

Anyway. Liability just knocked something over in the kitchen—gotta go see what she destroyed this time. But seriously—if you’re in an accident, document everything, call your insurance fast, and don’t admit fault. You’ve got this.