Key takeaways
- Declare the accident within your contract’s deadline, often a few working days. Late claims can be refused.
- Send the accident report, your photos, the other driver’s details and any police reference.
- Write facts, not opinions, and keep a copy of everything you send.
- If you disagree with the decision, ask for it in writing and use the insurer’s complaint process, then the ombudsman or regulator.
After a car accident, the insurance claim is what turns a bad day into a repaired car and, if needed, compensation for injuries. Insurers handle thousands of claims, and a complete, well-organised file is processed faster. The rules below apply in most countries; your policy and national law set the exact deadlines.
Know your deadline
Most contracts give you a short delay to declare an accident, frequently around five working days, and often less for a theft. In Morocco, for example, the insurance regulator ACAPS advises informing your insurer within five days. Find the delay in your policy’s general conditions, and if you can’t find it, declare as soon as possible.
What to send
- The accident report signed by both drivers, if your country uses one (see /blog/how-to-fill-in-a-car-accident-report-form/).
- Your photos and videos of the scene and damage.
- The other driver’s name, plate and insurer.
- Witness names and contact details.
- The police report number, if the police came or you filed a complaint.
- Medical certificates if anyone was injured.
- Your policy number and driving licence.
How to describe the accident
Write a short, factual account in chronological order: where you were going, your speed, what you saw, what happened at impact, and what happened afterwards. Avoid guesses (“he must have been on his phone”) unless you saw it. Our /blog/how-to-write-a-factual-statement/ guide shows how to structure it.
Send everything in writing (email, online portal or registered letter) and keep copies. Phone calls are fine to start the claim, but confirm them by email.
The assessment
For material damage, the insurer usually sends an assessor (expert) to examine the car, or asks you to take it to an approved garage. Be there if you can, point out all the damage, and show your photos taken at the scene. Don’t start repairs before the assessment unless the insurer agrees.
If your claim is refused or underpaid
- Ask for the decision and its reasons in writing.
- Check the policy clause they rely on, and gather evidence that answers it.
- Send a written complaint to the insurer’s complaints department.
- If that fails, contact the insurance ombudsman or regulator in your country, or seek legal advice. A formal letter can help: see /blog/how-to-write-a-formal-demand-letter/.
Keep your file in one place
Claims can take weeks. Keep every document, email and reference number together. Chameleon AI keeps your photos, videos, notes and AI report for each incident in one place on your device, and can export a PDF with your evidence fingerprints and timestamps to attach to your claim.
Frequently asked questions
Will my premium go up after a claim?
It may, depending on your contract and who was at fault. Many insurers use a bonus-malus or no-claims system where at-fault claims raise the premium and no-fault claims don’t.
Should I accept the insurer’s first offer?
Not automatically. Check that it covers all the damage and, for injuries, all your costs and losses. You can ask for explanations or a second assessment before accepting.
Can I claim if I don’t know who hit me?
Sometimes, if your policy covers damage without an identified third party, or through a national guarantee fund for injuries. A police report is usually required. See our hit-and-run guide.
General information to help you get organised, not legal advice. Procedures and numbers can change: confirm them with the office concerned, and in danger call your local emergency number first.
