How to File an Insurance Claim: Step by Step

Before You File: Is It Worth Making a Claim?

Not every loss warrants an insurance claim. Before you pick up the phone, consider two things:

• Is the loss greater than your deductible? If your deductible is $1,000 and the damage is $1,200, you will only receive $200 from your insurer. That small payout may not be worth the potential impact on your future premiums.
• Could this claim raise your rates? Most insurers track your claims history. Even one claim can increase your premium by 9% to 40% at renewal, depending on the type and severity. For minor losses you can absorb, paying out of pocket often makes better long-term financial sense.

That said, for significant losses — a car accident with injuries, major property damage, a liability claim against you, or any medical emergency — file immediately. That is exactly what insurance is for.

Step 1: Ensure Safety and Get Help

Before thinking about insurance paperwork, prioritize safety. If anyone is injured, call 911. If your home is damaged, make sure everyone is out and safe. If you have been in a car accident, move to a safe location if possible.

For auto accidents, call the police and get an official report — many insurers require this. For property damage, contact emergency services if there is an ongoing threat (gas leak, structural collapse, active fire).

Step 2: Document Everything

Documentation is the single most important factor in a successful claim. Start gathering evidence immediately:

• Photos and video — Capture damage from multiple angles. For auto accidents, photograph all vehicles, the scene, road conditions, traffic signs, and any visible injuries. For property damage, document every affected room and item.
• Written notes — Record the date, time, and circumstances while your memory is fresh. Note what happened, who was involved, and any witness contact information.
• Official reports — Get the police report number for accidents, fire department reports for fires, and medical records for injury claims.
• Receipts and records — Gather receipts, invoices, or proof of value for damaged or stolen items. If you do not have receipts, bank and credit card statements can serve as proof of purchase.

Step 3: Notify Your Insurance Company

Contact your insurer as soon as reasonably possible. Most policies require "prompt" or "timely" notice of a loss — some specify 24 to 72 hours for certain claim types. Delaying notification can give the insurer grounds to reduce or deny your claim.

You can typically file a claim by:

• Calling the company's claims hotline (available 24/7 at most major insurers)
• Filing through the insurer's website or mobile app
• Contacting your insurance agent directly

When you call, have your policy number ready and provide a clear, factual summary of what happened. Stick to the facts — do not speculate about fault or offer opinions. The claims representative will tell you what additional documentation they need.

Step 4: Prevent Further Damage

Most property insurance policies include a clause requiring you to take reasonable steps to mitigate further damage. If a tree falls through your roof, you are expected to tarp the opening to prevent rain damage. If a pipe bursts, shut off the water.

Keep all receipts for emergency repairs and temporary measures — these costs are typically reimbursable as part of your claim. However, do not make permanent repairs until the adjuster has inspected the damage, unless the insurer specifically authorizes it.

Step 5: Work with the Claims Adjuster

Your insurer will assign a claims adjuster to evaluate the damage and determine your payout. The adjuster may:

• Inspect the damage in person
• Review your photos, receipts, and documentation
• Get repair estimates from contractors or body shops
• Interview witnesses or involved parties

Be cooperative but informed. You have the right to get your own repair estimates — in fact, getting two or three independent estimates gives you leverage if the adjuster's figure seems low. Be present during inspections when possible, and point out all damage, including items that might be easy to overlook.

Step 6: Review the Settlement Offer

The adjuster will present a settlement offer based on their evaluation. Review it carefully:

• Does the amount cover all documented damage?
• Are repair estimates realistic for your area?
• Were any items or damage categories missed?
• Is the depreciation calculation fair (for actual cash value policies)?

You do not have to accept the first offer. If you believe it is too low, provide your own documentation — contractor estimates, comparable item prices, or repair invoices — and ask the adjuster to reconsider. Most settlements involve some back-and-forth negotiation.

What to Do If Your Claim Is Denied

A denial is not necessarily the end of the road. Take these steps:

1. Understand the reason — Request a written explanation for the denial. Common reasons include policy exclusions, missed filing deadlines, lapsed coverage, or disputes over the cause of damage.
2. Review your policy — Read the relevant sections carefully. Sometimes denials are based on misinterpretation of policy language.
3. File a formal appeal — Most insurers have an internal appeals process. Submit additional documentation that supports your claim.
4. Contact your state insurance department — Every state has a department of insurance that handles consumer complaints. Filing a complaint triggers a review and often motivates the insurer to reconsider.
5. Consult a public adjuster or attorney — For large claims, a public adjuster (who works for you, not the insurer) or an insurance attorney can be worth the cost. Public adjusters typically charge 10% to 15% of the settlement, but they often recover significantly more than you would on your own.

Timeline: How Long Does It Take?

Claim timelines vary widely:

• Auto glass replacement — 1 to 3 days
• Minor auto collision — 1 to 3 weeks
• Standard homeowner's claim — 2 to 6 weeks
• Major property damage (fire, natural disaster) — 1 to 6 months
• Complex liability or injury claims — 3 to 18 months

Many states have laws requiring insurers to acknowledge claims within 15 days and make decisions within 30 to 45 days. Check your state's regulations if you feel the process is dragging unnecessarily.

Tips for a Smoother Claim

• Keep a home inventory (photos, serial numbers, receipts) before you ever need to file a claim
• Communicate in writing whenever possible — email creates a paper trail
• Keep a log of every phone call: date, time, representative's name, and what was discussed
• Never sign a final settlement until you are confident all damage has been accounted for
• Meet every deadline your insurer sets — missed deadlines can void your claim