How Major Insurers Handle Car Accident Claims
How the largest US auto insurers handle car accident claims: filing, repairs, injury claims, diminished value and tips for dealing with the adjuster. Independent and unaffiliated.
Most car accident claims in the United States go through a handful of very large insurance companies. Whether you are their customer or the other driver, it helps to know how their process usually works: how to file, what happens after, how repairs and injuries are handled, and how to protect your side of the claim.
ClaimFairly is independent and not affiliated with, endorsed by or paid by any insurance company. These pages use publicly available information. Always check the insurer’s official site and your policy for current details.
Insurer guides
- How State Farm handles car accident claims
- How GEICO handles car accident claims
- How Progressive handles car accident claims
What is the same at every insurer
The broad steps are almost identical everywhere:
- You report the claim online, in an app, by phone or through an agent.
- An adjuster is assigned and decides who was at fault.
- Vehicle damage is assessed through photos, an inspection or a shop estimate.
- Property damage is paid, for repairs or a total loss.
- Injury claims are reviewed once medical records and bills are available.
- An offer is made and negotiated.
- You sign a release and the claim is paid.
First-party vs third-party claims
| Claim with your own insurer | Claim with the other driver's insurer | |
|---|---|---|
| Called | First-party claim | Third-party claim |
| Based on | Your policy's coverages | Their driver's liability |
| Deductible | Usually applies | Usually does not apply |
| Speed | Often faster | Can wait on a fault decision |
| Pain and suffering | Usually not, except UM/UIM | Yes, in at-fault states |
Many people file with their own insurer for a quick repair and let their insurer recover the money from the other company later.
The three insurers at a glance
| State Farm | GEICO | Progressive | |
|---|---|---|---|
| How it sells policies | Mostly through local agents | Mostly direct to customers | Direct and through independent agents |
| Common ways to file | Agent, app, online, phone | App, online, phone | App, online, phone, agent |
| Repair network | Yes | Yes | Yes |
| Official claims page | statefarm.com/claims | geico.com/claims | progressive.com/claims |
Programs and processes change. Always confirm the details on the insurer's official site.
Questions to ask any adjuster
- What is my claim number, and what is your direct contact information?
- Have you made a fault decision, and what is it based on?
- What documents do you still need from me?
- Is there a rental car available while my car is repaired?
- What is the policy limit for bodily injury and property damage?
- Can you send your offer and how you calculated it in writing?
Write the answers down with the date and the adjuster's name.
Tips that work with any insurer
- Get the claim number and adjuster's name in writing.
- Keep communication in writing where you can.
- Be careful with recorded statements to the other driver's insurer.
- Know your numbers before you negotiate. Use the car accident settlement calculator and the diminished value calculator.
- Put your demand in writing with the demand letter generator.
- Do not sign a release until you know the full cost of your injuries.
Read your declarations page first
Before you call any insurer, find your policy's declarations page, the summary sheet that lists your coverages and limits. It answers the most important questions in a minute:
| Coverage on the page | What it tells you |
|---|---|
| Bodily injury liability | What your policy pays others you injure |
| Property damage liability | What your policy pays for others' property |
| Collision | Whether your own car repairs are covered, and your deductible |
| Comprehensive | Coverage for non-crash damage like theft or hail |
| MedPay or PIP | Medical bills covered regardless of fault |
| Uninsured / underinsured motorist | Protection when the other driver has little or no insurance |
| Rental reimbursement | Whether a rental car is covered and for how long |
Knowing your own coverage helps you decide whether to file with your insurer, the other driver's, or both.
If you have a problem with an insurer
Ask for decisions and reasons in writing. Ask to speak with a supervisor if you are stuck. If that does not work, you can file a complaint with your state's department of insurance, which regulates how insurers handle claims. For serious injuries or a denial you think is wrong, a free consultation with a local attorney can help.
Learn more in how insurance adjusters calculate a settlement offer and should you accept the first settlement offer.
Frequently asked questions
Is ClaimFairly connected to any insurer?
No. ClaimFairly is independent and is not paid by any insurance company.
Should I file with my insurer or the other driver's?
It depends on fault, your coverage and how quickly you need repairs. Many people use their own collision coverage for speed and let their insurer recover the cost.
How do I complain about an insurance company?
Start with the adjuster and a supervisor, in writing. If that fails, file a complaint with your state’s department of insurance.
Do all insurers pay diminished value?
It depends on the state, the type of claim and the policy. Third-party diminished value claims are the most common route.
Can an insurer deny my claim?
Yes, for reasons such as disputed fault or lack of coverage. Ask for the reason in writing and respond with evidence.
How long do insurers take to pay a claim?
Property damage often pays in days to weeks. Injury claims usually take months, because they wait for treatment and records.