Whether you just got into a car accident and need to file a car insurance claim or you simply want to understand the auto insurance claim process, we’ve got you covered. Let’s walk through the basic steps of the car insurance claims process, the timeline from claim to payment, and everything in between. That way, if you need to make a car insurance claim, you’ll know just what to do.
Key Takeaways
- After an accident, ensure everyone’s safe, gather information (including time of accident, parties involved, and pictures of damage and the scene), and call the police before filing your claim.
- You should file an insurance claim regardless of who’s at fault.
- After your claim is filed, it will be reviewed so fault can be determined. Vehicle damages and repair costs will be assessed, and your insurance company will issue payment.
What Are Car Insurance Claims?
An insurance claim for a car accident is when you ask an insurance company to cover the costs of any damages or medical expenses after a car accident. The process for filing a claim may vary, based on where you live and the type of insurance you have, but all the necessary steps should be similar for the most part.
Who Should File the Claim?
Car insurance claims are typically filed by the driver who is at fault—but it’s a good idea to file a claim with your insurance company regardless of who caused the accident. Based on the evidence provided, your insurance company will determine who is at fault. Filing a claim even when you’re not at fault can also serve as a good precautionary measure, in case the other driver is uninsured or if their insurance is invalid.
If your accident occurs in a state that requires no-fault insurance, it is your responsibility to file a claim with your own insurance company to cover personal medical expenses. Both drivers involved in the accident must make individual claims regardless of who is at fault. The driver who is at fault can still use their insurance to cover damages to the car they hit.
Steps to Make a Claim for a Car Accident
If you’ve been in a car accident, here are the steps to follow right away to get from accident to a filed insurance claim.
1. Ensure Safety
Take a moment to make sure that everyone is okay. You or your passengers might be in a state of shock and may not know how to act at first. Ensure that no one is seriously injured before you start preparing for the claims process.
2. Gather Information
It’s important to write down as many details about the accident as you can, from the time it occurred to your recollection of the order of events. Exchange your name and insurance information with the other driver and determine when and where the accident took place. Make an initial assessment of how severe the accident is, so you can describe it to your insurance company. If you can, take a few pictures of the accident and the scene to add to and clarify your case.
3. Call the Police
Notify the police if they haven’t already been called in order to file a police report. Your insurance will likely need a police report when evaluating your claim.
4. File a Claim
Once everyone is safe, information has been gathered and exchanged, and you’ve called the police, you’re ready to file your car accident insurance claim.
Filing Made Easy: Step-by-Step
To file your claim smoothly, have these details ready:
- Your policy number (from your card or online account)
- The date, time, and location of the accident
- Names, insurance info, and contact for others involved
- Photos of vehicle damage and the accident scene
- A copy of the police report (if available)
You can file your claim:
- Online at thegeneral.com/claims
- In The General App
- By phone at 1‑800‑280‑1466 (available 24/7 for new claims)
What Happens After You File a Car Insurance Claim?
After you file your car insurance claim, a claims handler will begin reviewing your case. This part of the car insurance claims process includes a detailed investigation, fault determination, and damage assessment, all of which help determine your payout. Learn more about each element of your auto insurance claim process:
Investigation and Fault Determination
After you submit your claim, the investigation and fault determination will include the following:
- A claims handler will contact you within a few days to collect any additional information needed and provide a claim number.
- They’ll review your report, photos of the accident and scene, and the police report (if available).
- They may speak with other drivers, witnesses, or repair professionals.
- Your vehicle may be inspected directly or through a third-party provider.
- The handler will determine who is at fault based on the evidence provided.
Damage Assessment and Coverage Review
Once the investigation is complete, your insurance company will:
- Review your policy coverage to calculate what’s covered.
- Provide or approve a repair estimate for your vehicle.
Claim Settlement and Payment
Once the investigation, fault determination, damage assessment, and coverage review are complete, your insurance company will move forward with settling your claim. Here’s what you can expect:
- Payment will be issued to cover damages, minus any deductible.
- If another driver is involved, both insurance companies will coordinate to determine financial responsibility.
- Once payment is issued and all matters are resolved, your claim will be closed.
Claim Processing Timing & Steps: From Filing to Payment
The claim process can often take a few weeks, though it may take longer depending on the time needed to gather details, determine fault, and calculate the payout amount. Here’s a quick overview of the claim process and timing:
| Step | What Happens? | Estimated Time |
| 1. File Your Claim | Start your claim online, through the app, or by calling our 24/7 claims line. | Immediately – within the same day |
| 2. Work with an Adjuster | An adjuster contacts you to review the incident, inspect damage, and gather necessary details. | Within a few days after filing |
| 3. Adjuster Reviews Coverage to Determine Payout | The adjuster evaluates your policy, determines fault, and calculates the payout amount. | A few days to a couple of weeks |
| 4. Receive Your Payment | After the claim is finalized, your payment is processed—minus any deductible. | Within a few days after settlement |
A Good Policy Makes the Car Insurance Claim Process Smooth
Having a good insurance policy will make it easier to go through the car insurance claim process. At The General, we believe that everyone deserves quality coverage and top-notch customer service. Get a quote in under two minutes, and learn more about car insurance from our blog.
Why You Can Trust The General’s Claim Process
The General has a history and track record you can trust:
- A rated by AM Best for financial stability
- In business for over 60 years
- 4.7 out of 5 star rating from over 120,000 real customer reviews on TrustPilot
Here are a few customer reviews about The General’s Claims Process:
- “Always helpful, had a claim with zero problems”
- “The General has stood by me in a previous accident where the other party had no insurance; and with the General’s representative, I was able to get through the claim process knowing that I was not alone.”
- “Been with the General for YEARS. Always have awesome customer service, best prices and they have made everything so simple to use, from filing a claim to answering any questions I have had regarding my policy. “
Frequently Asked Questions About Car Insurance Claims
How long does a car insurance claim take?
The time it takes to resolve a car insurance claim depends on the complexity of the accident. The process can take anywhere from a few weeks to a few months. Simple claims may be resolved quickly, while more involved claims—such as those with injuries or total loss—take longer to settle.
How long do I have to file a claim?
Claims should be filed as soon as it’s safe to do so. Reporting promptly helps ensure details are accurate and avoids delays. Specific deadlines may vary based on your policy and state requirements.
Do I need to file a police report for my claim?
If you’re involved in an accident, you should contact the police and obtain a report, especially when another driver is involved. A police report helps verify what happened and can support the claim process.
Will filing a car insurance claim raise my rates?
Filing an auto insurance claim may affect your premium, particularly if you’re found at fault. While rate changes aren’t guaranteed, it’s common for insurance rates to adjust based on claim history. If the damage is minor and below your deductible, covering the cost out of pocket could help avoid a potential increase.
Is it better to file a claim or pay out of pocket?
If your repair costs are less than your deductible, it may be better to pay out of pocket. This avoids filing a claim that won’t result in a payout and helps keep your claims history clean.
How soon will a claims handler contact me?
A claims handler (a.k.a. claims adjuster) typically reaches out within a few days of filing. They will review your information, collect additional details, and guide you through the next steps.
Can I track my car insurance claim online or in the app?
Yes. After filing your claim, you can log in to your online account or use The General App to view updates, upload documents, and track the status of your claim.
What happens if my car is declared a total loss?
If your car is declared a total loss, a claims handler will determine its value before the accident. If you own the vehicle, payment is typically sent directly to you. If there is a loan or lease, payment may be sent to the lienholder.
How do insurance claim payouts work?
After a claims handler reviews your coverage and determines fault, your payout is calculated based on repair estimates. If the car is repairable, payment is typically made for those repairs. If the vehicle is a total loss, the settlement is based on the car’s value before the accident, minus your deductible.
Should I file a claim if I’m not at fault?
Yes, you should still file a claim. A claims handler will gather information and determine fault as part of the investigation. Filing helps ensure the incident is documented and offers protection if the other driver is uninsured or doesn’t report the accident. File a claim online, over the phone (1-800-280-1466), or via The General App.
Can I file a third-party claim if I’m not insured by The General?
Yes. If you were involved in an accident with someone insured by The General, you can file a third-party claim online even if you’re not a policyholder.
Put The General to Work for You
For over 60 years, The General has provided dependable car insurance and a claim process designed to keep things fast, clear, and stress-free. You can file and manage your claim anytime—online, through The General App, or by phone 24/7. With a 4.7 out of 5-star rating on Trustpilot from tens of thousands of customers, drivers trust The General to deliver quick service and reliable support when it matters most.
