How to Call Your Car Insurance

Last updated: March 19, 2026

If you're reading this, there's a good chance something just happened — an accident, a fender bender, a cracked windshield, or maybe a hit-and-run in a parking lot. Take a breath. About 6.7 million police-reported car accidents happen in the U.S. every year (NHTSA), and your insurance company handles these calls constantly. Here's exactly what to say, what not to say, and how to make the process as smooth as possible.

What to do at the scene first

Before you call your insurance, make sure everyone is safe. Then, if you can:

• Call 911 if anyone is injured or the road is blocked.
• Exchange information with the other driver — name, phone number, insurance company and policy number, license plate number, driver's license number.
• Take photos of the damage to all vehicles, the scene, license plates, and any relevant road conditions or signals.
• Get a police report number if the police respond. If they don't come to the scene, you can usually file a report at the local station afterward.
• Get witness contact info if anyone saw what happened.
• Don't admit fault. This is important. Don't say "I'm sorry" or "It was my fault" — even if you think it was. Fault determination is the insurance company's job, and an offhand comment can be used against you.

When to call your insurance

Call as soon as you're in a safe place. Ideally within a few hours of the accident, and no later than 24 hours. Most policies require "prompt reporting," and delays can give the insurer grounds to complicate or deny your claim. If you're injured, focus on your health first — but don't wait days.

What to have ready

• Your policy number — on your insurance card or in your insurer's app.
• Date, time, and location of the accident.
• A factual description of what happened — brief, stick to what you know.
• The other driver's information — name, insurance, plate number.
• Police report number — if one was filed.
• Photos of the damage — you can usually upload these through the insurer's app.
• Witness names and contact info.

What to say when you call

Filing a claim after an accident:

The claims rep will walk you through the rest. They'll ask for details about the accident, the damage, any injuries, and the other driver's information. Stick to the facts. Don't speculate, don't admit fault, and don't exaggerate.

Windshield or glass damage: Many policies cover windshield replacement with no deductible (check your state — several mandate it). Call and ask specifically.

Changing your coverage: Adding a vehicle, removing a driver, adjusting deductibles — call customer service (not claims) for these.

Disputing a claim decision: If you disagree with the fault determination or payout amount, you have the right to dispute it.

What happens after you file

Here's the typical timeline after you file a claim:

• Claim number assigned — you'll get this on the call or within hours via email/app.
• Adjuster assigned (1–3 days) — an adjuster will contact you to review the details, inspect damage, and determine the payout.
• Damage estimate — you'll either take your car to an approved shop or a mobile adjuster will come to you.
• Rental car — if your policy includes rental coverage, the adjuster can authorize it.
• Payout (1–4 weeks) — once the estimate is finalized, you'll receive a check or direct deposit, minus your deductible.

Tips for a smoother claims process

• Document everything. Photos, screenshots of conversations, notes from calls with the date, time, and rep's name. If a dispute arises, documentation is what protects you.
• Don't admit fault — not on the scene, not on the call, not on social media. Let the insurance companies investigate and determine fault.
• Call your own insurer first. Even if the other driver was clearly at fault, report the accident to your insurer. They'll handle communication with the other driver's insurance company.
• Use the app. State Farm, GEICO, Progressive, and Allstate all have apps where you can file claims, upload photos, and track progress. The app is often faster for initial reporting.
• Get multiple repair estimates. You're not required to use the insurer's preferred shop. Get your own estimate and use it as a negotiating tool if the insurer's number seems low.
• Know your deductible. Your deductible is what you pay before insurance kicks in. If the damage costs less than your deductible, it may not be worth filing a claim (it could raise your premiums).
• Ask about accident forgiveness. Some policies include it — your first at-fault accident won't raise your rates. Check before you assume the worst.