Claims and accidents
From first notice of loss to the settlement cheque, step by step
Filing a claim is administrative, not adversarial — but it is a process with deadlines, documents, and decision points where your input matters. This is the sequence from the crash to the payment.
Contact your insurer as soon as it is safe. Provide the date, time, location, police report number, the other driver's details, and a factual description. Do not speculate about fault or injuries you have not yet had assessed.
You will receive a claim number. Use it on every document and record every call in a simple log with dates and names.
An adjuster inspects the vehicle in person, at a drive-in centre, or via photographs. You can obtain your own independent estimate, and you generally have the right to choose the repair shop. Ask whether the estimate specifies original manufacturer or aftermarket parts, and whether supplements will be approved if hidden damage appears.
Get treatment the same day and keep every record. If the other insurer calls, you may confirm basic facts, but you are not obliged to give a recorded statement or sign a broad medical authorisation. Do not settle an injury claim before you know the medical outcome — settlement is final.
For repairs, the insurer pays the shop directly, less your deductible. For a total loss, it pays actual cash value, and you can challenge the valuation with comparable listings. If a claim is delayed or denied, ask for the written reason, escalate to a supervisor, then file a free complaint with your state department of insurance.
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